Summary
Overview
Work History
Education
Skills
Timeline
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Ramesh S

Ramesh S

Network VOIP Engineer
Palakkad, Kerala,Kerala

Summary

Knowledgeable Communications Technician with background of earning promotions through hard work and skill. Hands-on experience troubleshooting and repairing identified issues with products and ensuring products are configured and programmed to customers specifications. Collaborative and communicative to manage and coordinate work efforts by interfacing with both internal and external workgroups.

Overview

7
7
years of professional experience
3
3
years of post-secondary education

Work History

VoIP Network Engineer

HCL Technologies Ltd
Chennai
11.2022 - I currently work here
  • Configure, troubleshoot, and maintain VoIP systems and infrastructure.
  • Monitor and optimize network performance for VoIP applications.
  • Work on call routing, SIP trunking, and QoS configurations.
  • Collaborate with cross-functional teams to resolve network and VoIP issues.
  • Ensure high availability and reliability of VoIP systems.
  • Strong understanding of network fundamentals (LAN, WAN, TCP/IP).
  • Basic understanding of voice telephony TDM/IP along with knowledge of voice networking, Signaling standards telecommunication protocols H323, SIP,SCCP, MGCP etc-
  • Basic knowledge on PRI and trunk configuration in Telephony system.
  • Hands on experience in Voicemail Cisco Unity, IVR, Reporting etc.
  • Excellent troubleshooting and problem-solving skills.

Senior Analyst

Tech Mahindra Business Solutions
Bengaluru
04.2022 - 11.2022
  • Provided level 2 IT support to the end users with Hardware/Software and Network related issues.
  • Troubleshoot package installation, Update and OS deployment issues by analyzing SCCM logs. Monitored SCCM Sites, clients and updates status across the network.
  • Managed call flow and responded to technical support needs of end users.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Created Incidents/Service Requests and followed up with clients to ensure optimal customer satisfaction.
  • Resolved diverse range of technical issues across multiple systems and applications for end users across various time zones.
  • Provided coaching and consultation to level 1 agents and new hires.
  • Assumed quality assurance duties including training on soft skills to ensure team professionalism and information accuracy.

Technical Support Engineer

Amazon Development Centre
Coimbatore
07.2019 - 04.2022
  • Supported various teams from distinct skills over Phone, chat, email & improved the quality of service provided.
  • Providing appropriate information to the customers/end-users, troubleshoot issues and resolve customer queries effectively.
  • Entered customer interaction details in special tool to track requests, document problems and record solutions offered.
  • Issued credits for contested returns, shipping fees and damaged merchandise.
  • Responded to customer/client requests for services, products and website features.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

Business Operations Associate

Hewlett Packard Enterprises
Chennai
08.2015 - 12.2016
  • A key member of the services under Order management in working with the platform SAP BASIS. Hence actively experienced with SAP BASIS Platform under Sales and Distribution module.
  • International voice experience through handling inbound and outbound calls with customers from US and Canada.
  • Issuing credits to the customers, creating invoices, also creating renewals for future, Cancellation of documents, changing service levels in the documents, issuing warranty for HP products.
  • Played a vital role in conflict resolution amongst team members and help them to be productive in less TAT with accuracy.
  • QC-Quality checking for the new resources and highlighting those errors in Team Meeting in order to increase the Accuracy % and mentoring the new associates.
  • Reports Handling external and internal reports, sending out TAT, accuracy, Inflow, pending report to the customers on daily basis.

Education

Bachelor of Science - Computer Applications

RVS College of Arts And Science
Coimbatore
07.2012 - 05.2015

Skills

Wireless networks troubleshooting

Hardware and software configurations

Cloud-based voip

Telecom infrastructure

Unified communications

VoIP system integration

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Timeline

VoIP Network Engineer

HCL Technologies Ltd
11.2022 - I currently work here

Senior Analyst

Tech Mahindra Business Solutions
04.2022 - 11.2022

Technical Support Engineer

Amazon Development Centre
07.2019 - 04.2022

Business Operations Associate

Hewlett Packard Enterprises
08.2015 - 12.2016

Bachelor of Science - Computer Applications

RVS College of Arts And Science
07.2012 - 05.2015

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