Rohit Wadhwa

Pimpri-Chinchwad

Summary

Support Engineer with 6 years of experience in VoIP and trader‑voice technologies, specializing in SIP/RTP troubleshooting, packet analysis, VEGA gateways, turret phones, and NiCE recording systems. Looking to leverage my technical expertise and problem-solving skills to enhance system performance and deliver exceptional customer experience in a challenging environment

Overview

years of professional experience

Certification

Work History

Product Specialist

NiCE

Hinjewadi Pune

06.2025 - Current

Executed real-time troubleshooting of recording systems by collaborating remotely with stakeholders to guarantee seamless operations.
Maintained LAB to simulate production scenarios and validate system changes safely.
Installed, configured, and maintained NICE Engage recording components for optimal performance.
Conducted detailed log analysis to identify issues and prevent service disruptions.
Performed system updates and certification renewals, ensuring regulatory compliance.
Updated and managed certificates for NICE recording servers to ensure uninterrupted, secure operations.
Developed root cause analysis documentation for critical incidents to promote process improvement.

Senior Support Engineer

Tata Consultancy Services

Hinjewadi Pune

02.2020 - 06.2025

Part of the Level 3 Technical Support team for BT Trading & Command, ensuring seamless operations for global clients.
Delivered L1 & L2 support for Voice Recorder, PBX/DDI lines, VEGA gateways/private wires for BT Trade Platform.
Monitored customer setups using proprietary monitoring systems to ensure optimal performance and preemptive issue resolution.
Managed key client HSBC, resolving complex high-severity production incidents.
Specialized in VoIP troubleshooting, including SIP/RTP analysis, Syslog, and debug logs, using Wireshark, WinSCP and PuTTY.
Delivered expert support for BT Trade systems, ensuring client satisfaction and SLA compliance.
Collaborated with clients and R&D teams to identify, reproduce, and resolve issues, contributing to system improvements.
Conducted testing and validation of Global, Enterprise, and Trader features including incoming/outgoing calls, hold, call forwarding, call transfer, conferences, Barge-In, Join, Intercom, and other key functionalities.
Prepared technical RCA documentation for premium customers and provided mentorship to junior engineers.

Education

Bachelor of Science - Computer

Pune University

Pune

04-2019

Skills

BT Trading and Command Systems: DDI lines, private wires, and turret phone setup and monitoring
TSS, TPO, and trade sense server deployment, configuration, and maintenance
VoIP, SIP call flow, and RTP troubleshooting

Recording system integration (NICE Engage or similar platforms)
Incident management, root cause analysis, and SLA compliance

Certification

• CCNA (Cisco Certified Network Associate)
• Azure Fundamentals and Administrator
• Verint Certification
• Nice (Engage) certification

Accomplishments

• Star of the Quarter (2023): Recognized as the top performer of the quarter for exceptional skills.
• Star of the Month Award (2023): For outstanding performance and contributions.
• Service and Commitment Award (2023): Acknowledged for sustained dedication and commitment to service.
• Best Customer Service Award (2022): For outstanding performance and contributions to BT Trading & Command COE project.
• On the Spot Award (2021 & 2022): Recognized for quick and exceptional performance.
• Applause Award (Aug 2021): For outstanding contributions and dedication.

Tools

Zendesk
Servicenow
JIRA

Innovation

Contributed to FixCoach+ as part of the Sparkathon project, an AI-powered real-time troubleshooting assistant that reduces engineers' time spent searching logs and documents, addressed challenges like siloed knowledge, slow manual log parsing, and underutilized knowledge base articles to improve collaboration and accelerate issue resolution

Timeline