PUNITHA B
Bangalore
Summary
Experienced Technical Support Engineer with a 6-year track record of providing exceptional customer assistance on a global scale. Specialized in Oracle SBC systems, consistently praised for swiftly resolving downtime issues and seamlessly integrating new hardware and components. Expertise lies in ensuring smooth operations for customers, enabling them to focus on core business objectives.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Oracle India Pvt Limited
01.2019 - Current
- Working under the Acme Product Support Network Team
- Working on Oracle ACME SBC 1100,3900,4600,6100,6300,6350,4500 Enterprise & service provider SBC, session router and Session Monitor
- Providing technical assistance to Customers across the globe
- Administration and configuration of SBC
- Providing end to end problem solution of SBC related to configuration, call failure signaling/media issue, Identification of software Bugs, debug log analysis, Hardware failure support (Replacement)
- Creating the Security Configuration of SBC, TLS, SRTP
- Analysis of various SIP, VOIP traces, DNS, ARP, ICMP, TCP, UDP packet analysis
- WORKING over TCP/UDP, SDP, RTP, RTCP, TLS, Codecs transcoding various protocols
- Call testing, Replication of customer complaints using SIPP
- Identifying the device and the exact issue over the network using packet traces
- Created more than 200 good SIPP scripts to reproduce the customer call flow using xml
- Join live troubleshooting call with customer stakeholders and resolving the issues
- Escalation Management - Interface with customer and internal stakeholder to manage escalations and lead resolution
- Helping the new hires to learn and understand the product, provide a KT on various topics
- Handling Prime customer like Orange, NXO, Vodafone as an SME and Prime contact, Conduct weekly call to prioritize and discuss the Open issues
Software Quality Analyst
Whizlabs Software Pvt Ltd
08.2018 - 12.2018
- Internship in web application development and testing
- Worked on html and php language
- Testing the web application
Education
HSC, SSLC -
Kalaimagal Kalvi Nilayam
Information Technology
Anna University
01.2018
Skills
- Session Initiation Protocol
- Oracle SBC
- XML scripting
- SIP Call flow
- VOIP
- LINUX -intermediate
- Debugging
- Hardware upgrades
- Escalation support
- Troubleshooting and diagnosis
- System diagnostics
- Training and mentoring
- Customer support strategy
- Wireshark trace analysis
Certification
Cyber Security Internship, Anspro Technologies, Bangalore
Languages
Tamil
English
Activities
- Participated in National Level Conference entitled 'ETHICAL HACKING' in Government College of Engineering, Salem.
- Won FIRST prize in MULTIMEDIA in Nandha Engineering College, Erode.
- Participated in Paper Presentation entitled 'WIRELESS NETWORKS' in Nandha Engineering College, Erode.
- Third place in Anna University Ball Badminton Zonal tournament.
- Participated in Tamil Nadu Institute of Engineering Sports meet (TIES).
- Active participation in Junior Red Cross (JRC) during schooling.
- Participated in District level Chess tournament during schooling.
Projects
Learning Management System:
A learning management system is a software application for the administration, documentation, tracking, reporting and delivery of educational courses or training programs or learning and development programs., Development and implementation of Core functionality., Developing test plans, test cases and test scripts., Understand the business and functional requirements.,
Performing functional testing to ensure that application is functioning properly and efficiently.
Erode District Mobile Application Development:
This is mobile based complaints and suggestions application for erode district named by Erode District Mobile Application Development and I got certificate for this project from District Collector Dr.S. Prabhakar, I.A.S.
Disclaimer
I hereby declare that above furnished information is true and correct to the best of my knowledge and belief.
Personal Information
- Father's Name: Babul
- Mother's Name: Radar
- Date of Birth: 04/27/97
- Gender: Female
- Marital Status: Married
Timeline
Technical Support Engineer
Oracle India Pvt Limited
01.2019 - Current
Software Quality Analyst
Whizlabs Software Pvt Ltd
08.2018 - 12.2018
Cyber Security Internship, Anspro Technologies, Bangalore
HSC, SSLC -
Kalaimagal Kalvi Nilayam
Information Technology
Anna University
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