SHANTANU DHAL
Bengaluru
Summary
Technical Lead with 9+ years of experience in the IT solutions industry specializing in Collaboration and Networking. Expertise in Cisco IP Telephony and Unified Communication Solutions, leveraging cutting-edge technologies including Contact Center as a Solution, Cloud Collaboration, Microsoft Teams, AWS, and Azure. Passionate learner and Python enthusiast dedicated to delivering innovative and reliable solutions to meet industry's evolving needs.
Overview
9
9
years of professional experience
Work History
Team Lead
SLK Software
07.2023 - Current
- Supervise the setup and maintenance of Microsoft Teams Phone systems, including Direct Routing, phone number management and Calling Plans.
- Configure and troubleshoot integrations with PBX systems, Session Border Controllers (SBCs), and telephony service providers.
- Manage Azure services (IAM, MFA, SSO, Azure AD Connect) and policies across Messaging, Teams, Meeting, and Calling.
- Look after the User Management in Webex Control Hub (Local User, Cisco Directory Connector, Azure AD Sync and Azure Enterprise App).
- Enhanced customer satisfaction through efficient issue resolution while mentoring team members for professional growth.
Senior Infrastructure Engineer
Lowes India
10.2021 - 06.2023
- Troubleshoot Microsoft Teams Phone systems, including Direct Routing, Call Queues, Auto Attendants, and integration with PSTN providers.
- Manage user permissions, calling policies and configurations within Teams.
- Perform day-to-day management, configuration, and maintenance of Cisco Unified Communications Manager (CUCM) to ensure smooth operations.
- Diagnose and resolve call routing, dropped calls, codec mismatches, and SIP trunking issues.
Network Engineer (Cisco TAC)
Capgemini
10.2019 - 10.2021
- Troubleshoot and resolve technical issues in Cisco Collaboration solutions, including CUCM, Voice Gateways, Webex Calling (Dedicated Instance) and UCCX call routing.
- Perform root cause analysis and provide detailed troubleshooting steps or fixes to customers.
- Assist customers with configuration and redeployment, while offering recommendations and solutions to prevent future issues.
- Create technical SOPs and knowledge base articles to enhance support capabilities.
Process Analyst
Tata Consultancy Services
07.2017 - 10.2019
- Fault diagnosis and troubleshoot network issues related to copper lines and ISDN services.
- Utilize tools and systems to monitor the performance and reliability of the National Broadband Network (NBN) and Telstra connectivity, identifying and addressing potential risks proactively.
- As a primary contact for field technicians, helping them identify faults using diagnostic tools and providing clear, detailed updates on resolving issues.
Technical Support Engineer
Hinduja Global Solutions
06.2016 - 07.2017
- Assist customers in diagnosing and resolving broadband connectivity problems, including slow internet speeds, intermittent disconnections, and router-related concerns
- Guide customers through the setup and configuration of routers, modems, and other network devices, ensuring proper installation for optimal performance
- Maintain detailed records of customer interactions, solutions provided, and escalate unresolved issues to next level teams while keeping the customers informed
Education
Bachelor - Computer Applications
Punjab Technical University
Jalandhar, India12.2015
Skills
Microsoft Teams Administration
SBC Management
Cisco CUCM
Cisco Webex Administration
Contact Center (UCCX)
AWS (Compute Services & IAM)
Azure (Identities & Governance)
Technical Troubleshooting
Trainings
- AZ-104
- MS-720 & 721
- CCNP COLLABORATION
- GENESYS CONTACT CENTER
Timeline
Team Lead
SLK Software
07.2023 - Current
Senior Infrastructure Engineer
Lowes India
10.2021 - 06.2023
Network Engineer (Cisco TAC)
Capgemini
10.2019 - 10.2021
Process Analyst
Tata Consultancy Services
07.2017 - 10.2019
Technical Support Engineer
Hinduja Global Solutions
06.2016 - 07.2017
Bachelor - Computer Applications
Punjab Technical University
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