Shadma Khan
Technical Specialist
Noida,
Summary
Professional Network Analyst with experience in Networking, Data Integration, administration, and Troubleshooting. I aspire to a career that places me in a challenging position in a value-driven company and continues to enhance my knowledge and skills through hard work. I have broad base of experience in technical support and operations
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Technical Specialist
HCl Technologies
11.2021 - Current
- Designed, configured, and installed all Data Centre Network
- Creating and managing Network security Groups for Virtual machines and Virtual Networks for security purposes.
- Worked in CISCO CUCM team to manage and troubleshoot call forwarding, call transfer, conference calling, presence, and Unified messaging.
- Conducted troubleshooting and issue resolution for CUCM, addressing concerns related to call routing, device registration, voice quality, and system performance.
- Engaged in tasks involving Call Control concepts, signaling protocols, and VoIP protocols (such as SIP and RTP), while also working on direct routing and networking components.
- Configuration & troubleshooting of Site to Site VPN.
- Basic Hands-on DNS.
- Worked on Complex Trouble Shooting with team to improve their customer handling and soft skills.
- Resolving Skype Enterprise Voice issues and ensuring smooth migration to Microsoft Teams.
- Collaborated with strategic Microsoft customers to facilitate end-to-end deployment and onboarding of Teams and Skype for Business, ensuring seamless implementation and adoption of the platforms.
- Demonstrated ability to diagnose and resolve issues related to TCP/TLS protocols, maintaining smooth data transmission and enhancing network security.
- Demonstrated proficiency in troubleshooting and administering the Microsoft 365 suite, including Microsoft Teams, Exchange Online, SharePoint Online, and OneDrive for Business.
- IOS up gradation routers and switches.
- Demonstrated the ability to handle multiple projects, SSRs (Service Support Requests), and escalations simultaneously, ensuring timely and effective completion.
- Troubleshooted user call quality problems using advanced troubleshooting toolset.
- Customized and developed Analytics Dashboards to meet client requirements.
- Collaborated with other teams on Webex to quickly address and rectify isolated issues, ensuring client satisfaction.
- Handle customer-reported incidents and service requests related to AAD. Ensure timely and effective resolution of issues by following established incident management processes and collaborating with cross-functional teams as needed. Maintain ownership of incidents until they are successfully resolved.
- Performing analysis on UCCAPI, Netmon, Fiddler, Wireshark, server logs, Polycom logs, and SBC logs for troubleshooting purposes.
Senior Analyst
HCL Technologies
Noida
04.2019 - 10.2021
- Troubleshot and resolved technical issues related to SFB, including call quality, connectivity, and user access.
- Configured and monitored SFB features such as voice routing, conferencing, presence, and instant messaging.
- Handles tickets and provided solution on ticketing tool like CMSP, SNOW, Remedy.
- Queried databases for information needed for report processing.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Made sure the work should be completed under ITIL framework.
- Good understating of Protocols : SIP, RTP, HTTP . Resolved issues for the voice calls, video conferencing, instant messaging, and media distribution for SFB.
Senior Associate
Wipro Limited, Sarita Vihar
11.2017 - 04.2019
- Contributed to the customer experience by delivering high- quality assistance
- Managing sensitive cases, calls and staff distribution
- Administering and designing LANs,WANs internet/intranet
- Handle escalated cases and incidents that have hit technical roadblock.
- Supported the technical team of Skype for Business for smooth functioning.
- Collaborated with the Microsoft Product group and product developers to enhance product functionalities.
Education
Bachelor of Technology - Gorakhpur Electronics and Communication
Institute of Technology & Management
08.2013 - 05.2017
Skills
Analytical mind Azure Fundamentalsundefined
Affiliations
- · Cisco Unified Call Manager(CUCM)
- • Cisco Management Appliance(MAP).
- * Cisco Managed Services Production Service Now Tool.
- Wireshark, Fiddler, Unified Communications Client API (UCCAPI) .
Certification
ITIL Foundation v4 (GR671093029SK)
Timeline
Microsoft Certified: Azure Fundamentals (AZ-900)
03-2022
Technical Specialist
HCl Technologies
11.2021 - Current
ITIL Foundation v4 (GR671093029SK)
11-2019
Senior Analyst
HCL Technologies
04.2019 - 10.2021
Senior Associate
Wipro Limited, Sarita Vihar
11.2017 - 04.2019
Bachelor of Technology - Gorakhpur Electronics and Communication
Institute of Technology & Management
08.2013 - 05.2017
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