Punith Puttaswamy
GPS Technical Support Specialist
Bengaluru
Summary
Senior Technical Support Specialist with 9+ years of experience in Unified Communications, IP Telephony, Enterprise Voice and Technical Support. Currently working at Mitel as a GPS Technical Support Specialist supporting MiVoice Business (MiVB). Experienced in troubleshooting SIP, VoIP, PBX, MiCollab, MBG and enterprise voice solutions. Skilled in root cause analysis, log analysis, customer escalations and P1/P2/P3 incident management. Mitel MiVB Certified with prior experience in Cisco Collaboration and SD-WAN.
Overview
2
2
Languages
4
4
Certifications
10
10
years of professional experience
Work History
GPS Technical Support Specialist
Mitel
Bangalore
01.2025 - Current
- Provide advanced L3 support for MiVoice Business (MiVB) enterprise customers and partners.
- Troubleshoot SIP, VoIP, PBX, voicemail, call routing, conferencing and transfer issues.
- Analyze MiVB logs, SIP traces and diagnostics to determine root cause.
- Support MiCollab, MiVoice Border Gateway (MBG) and SIP trunk integrations.
- Handle P1/P2/P3 incidents while meeting SLA targets.
- Collaborate with Engineering for software defects and product escalations.
- Create RCA reports, knowledge articles and customer communications.
- Use Wireshark, PuTTY and ServiceNow for advanced troubleshooting.
- Mentor partners and ensure end-to-end case ownership.
- Provided technical support for VoIP and unified communications solutions, resolving customer issues efficiently.
Staff Associate, Client Network Operations
AT&T Global Business Solutions India Pvt Ltd
Bangalore
04.2019 - 12.2024
- Working on the Reactive (Customer Notified) and Proactive (Auto detected) alerts for the issues on
- Helping customer with L1 checks when Router is not reachable from putty for any failover.
- Finding packet loss issues or over usage of Bandwidth and guiding customer with an RFO (Reason for Outage)
- Working on VMWARE SD-WAN by Velocloud and Monitoring Edges on Velocloud Orchestrator.
- Troubleshooting on LTE and T1 cable issues
- Performing tasks under Test & Troubleshoot section.
Voice Engineer
Conexxion Tech India Pvt Ltd
Bangalore
02.2019 - 03.2019
- Involved in analyzing the new releases of Cisco Call manager.
- Involved in finding the bugs and reporting.
- Technology: Cisco Unified communication Manager (CUCM)
IP Telephony Engineer
Octel Networks Pvt Ltd
Bangalore
10.2016 - 01.2019
- Providing technical support to partners and/or customers for Cisco Unified Communications Technology, products, and/or solutions. Expertise in Cisco Collaboration products like CUCM, Unity, IM&P, CME & CUE
- Assisted with helpdesk customer tickets by troubleshooting problems regarding the VOIP system.
- Troubleshooting phone registration and voice mail issue
- Troubleshooting Extension mobility login issue
- Handle weekend maintenance activities like power down, patch upgrade backup and restore.
- Handle pre-validation and post validation task for upgrade and maintenance activities.
- Working on P1, P2 and P3 tickets meeting the business SLA
- Handle health check reports on collaboration applications.
- Working on call manager critical alerts
- Configuration of Cisco Switch and routers for collaboration support
- Installation of Call manager
- Configuring new phones and voice mail accounts
- Password reset for voice mail account in Unity \Configure device profile for extension mobility login.
- DHCP pool configuration for phones
- New PRI configuration of external call routing
- Provide timely resolution by replicating the problem scenarios, engage in communication to the customers then provide a final fix.
- Technology: Cisco Unified communication Manager (CUCM)
Education
B.E - Electronics & communication
Global Academy of Technology
Bengaluru, India07-2016
Class 12 - Department of Pre-University Examination
Nisarga Independent PU College
Kollegal 04.2001 -
SSLC -
Jnanaganga Residential School
Attur, Kushalnagar, Karnataka 04.2001 -
Skills
Unified CommunicationsMitel MiVoice Business (MiVB)MiVoice Border Gateway (MBG)Cisco Unified Communications Manager (CUCM)Cisco Call Manager Express (CME)Enterprise Voice & IP TelephonyPBX AdministrationSIP Trunk Configuration & Troubleshooting
Voice & Networking ProtocolsSIP,RTP,SCCP,MGCP,TCP/IP,UDP,IPv4,DHCP,DNS,VLAN,QoS
Routing & SwitchingCisco Routers (1800, 2600, 2800, 2900, 3800, 3900 Series)Cisco Catalyst Switches (3500, 3750 Series)
LAN/WAN TechnologiesMPLS ,BGP,OSPF,EIGRP,RIP,IP Routing
Voice InfrastructureDial PlansRoute PatternsDial Peers (POTS & VoIP)PRI (T1/E1)FXS / FXOPSTN IntegrationAnalog & Digital GatewaysVoice Gateway ConfigurationExtension MobilityVoicemail Administration
Troubleshooting & Diagnostic Tools
Mitel Maintenance Commands & Log Analysis
SIP Trace Analysis
Wireshark
Certification
CCNA (R&S), CCNA and CCNP (Voice) Trained
Timeline
GPS Technical Support Specialist
Mitel
01.2025 - Current
Staff Associate, Client Network Operations
AT&T Global Business Solutions India Pvt Ltd
04.2019 - 12.2024
Voice Engineer
Conexxion Tech India Pvt Ltd
02.2019 - 03.2019
IP Telephony Engineer
Octel Networks Pvt Ltd
10.2016 - 01.2019
Class 12 - Department of Pre-University Examination
Nisarga Independent PU College
04.2001 -
SSLC -
Jnanaganga Residential School
04.2001 -
B.E - Electronics & communication
Global Academy of Technology