Sagar Parjane

CUSTOMER EXECUTIVE (Tata Communications Ltd)

Role: Service Assurance: From:- 11th march 2019 to 30th Nov 2021

Job Responsibilities:

· Administer and manage the Microsoft Teams environment, including user account management, permission settings, and overall configuration.

· Develop and implement policies and procedures for Microsoft Teams usage to ensure security and compliance with organizational standards.

· Oversee the deployment and maintenance of Teams-certified phones, including firmware updates and troubleshooting.

· Designing and implementing Direct Routing and operator connect solutions to integrate PSTN connectivity with Microsoft Teams.

· Manage and troubleshoot Direct Routing setup, addressing any related issues to ensure seamless connectivity and performance.

· Monitor and resolve performance issues within Microsoft Teams, ensuring optimal functionality and user experience.

· Address and resolve Microsoft Teams calling and voice issues to maintain clear and reliable communication.

· Manage and configure Auto Attendant, Call Queue, and Contact Center systems, including the resolution of any associated issues.

· Good understanding of SIP call flow and RTP flow

· Basic understating of PowerShell.

Job Responsibilities

•Resolving the customer TACs within predefined TAT, Handling Escalations.

•Coordinating with customers for knowledge transfer regarding issues, process

•Implementation and case closures.

•Basic knowledge of POP, BSTN, and backhaul media.

• Hands-on L2 troubleshooting of MPLS, ILL and RF links.

•Performing first-level troubleshooting by checking connectivity from RF device to Route

•Handling Leased line issues such as a complete link down, packet drops, latency, link flapping, and LOS caused due to interference issues.

•Troubleshooting of Cisco Routers and Cisco Switches.

•Maintaining and providing RFO (Reason for Outage)

•Responsible for checking different logs & troubleshooting on Cisco Routers, Switches, Converters and MUX.

•Basic understanding on RF line & wireline circuit troubleshooting.

•Checking end-to-end L2 NNI connectivity on cisco switches.

•Performing risk assessment of old NNI to avoid huge customer impact & plan NNI migration to save circuit downtimes.