Siddhartha Goutam
Bengaluru
Summary
I am a telecommunications professional with over eight years of experience in various facilities and systems. I am a self-motivated and hardworking individual who is skilled in advanced troubleshooting and customer service. I possess a solid understanding of network configuration and management and have a proven track record of delivering exceptional results in telecommunications operations.
Overview
9
9
years of professional experience
Work History
Specialist
Movate Technologies Private Limited
Bengaluru
09.2022 - Current
- Joined as a Telecom Engineer, providing crucial technical support for the 8x8 project, specializing in virtual office and virtual contact center products ensuring seamless operations for clients.
- Successfully resolved technical support tickets within established Service Level Agreements (SLAs), significantly boosting customer satisfaction scores.
- Collaborated with the product development team to identify and address recurring technical issues, resulting in a notable reduction in the number of support tickets over a six-month period.
- Actively participated in cross-functional meetings, offering valuable insights into client pain points. Contributed to the development of user-friendly features in the 8x8 platform, enhancing overall user experience.
- Received multiple awards, including the 'Customer First Mindset', 'Top Performer', 'Customer Obsessed', 'Spot Awards', and 'Hi-Flyer Award', reflecting a commitment to exceeding customer expectations and achieving excellence in performance.
- Recognized as the 'Elite Support Engineer' for consistently demonstrating exceptional skills in resolving complex technical issues and consistently exceeding support Key Performance Indicators (KPIs).
- Demonstrated outstanding performance, leading to a well-deserved promotion to Senior Telecom Engineer within a year followed by a promotion to Specialist within the next nine months.
Network Administrator and Support Engineer
Rajdhani Sanchar Group
New Delhi
08.2020 - 07.2022
- Designed and developed CIC (Customer Interaction Centre) from Interactive Intelligence using IVR.
- Network Automated Call Distribution over IP networks as well as Mobile networks. SIP-Trunking and VoIP.
- Developed Outbound Dialer is a technology that automates bulk voice calls to telephone or mobile users.
- Designed and developed on call billing engine using Linux and Asterisk.
- CRM panel for efficient customer management with a live call monitor system.
- Technical Support
Network Administrator and IT Specialist
DTP Magic Astro Services Pvt. Ltd.
New Delhi
11.2018 - 07.2020
- Designed, set up, and administrated computer networks using the Linux operating system.
- Developed scripts for custom applications to administer Asterisk VoIP servers. Support and Administration of CIC (Customer Interaction Centre).
- Supervised and managed VoIP and technical support implementation.
- Installed and configured voice gateways based on requirements.
- Technical Support
Network Administrator
Balaji Sanchar Group
New Delhi
11.2016 - 10.2018
- Installation of network and computer systems.
- Maintenance, repair, and network upgradation.
- Configuration and Optimization of client-server environment, LAN and wireless networks.
- Troubleshoot servers and routers' local area networks.
- Technical Support
Education
Electronics and Communication Engineering -
Nitte Meenakshi Institute of Technology
Bengaluru, KarnatakaHigher Secondary Certificate -
Private Candidate
Muzaffarpur, BiharSSCE -
Chandrasheel Vidyapeeth
Muzaffarpur, BiharSkills
- Network Design and Implementation
- Technical Support
- Collaboration and teamwork
- Proactive system monitoring
- Excellent communication skills
- Ability to work independently
- VoIP design and implementation
- System configuration
- Customer management
- Quality assurance
- Problem solving
- Effective communication
Languages
- English
- Hindi
Languages
Hindi
First Language
English
Proficient
C2
Timeline
Specialist
Movate Technologies Private Limited
09.2022 - Current
Network Administrator and Support Engineer
Rajdhani Sanchar Group
08.2020 - 07.2022
Network Administrator and IT Specialist
DTP Magic Astro Services Pvt. Ltd.
11.2018 - 07.2020
Network Administrator
Balaji Sanchar Group
11.2016 - 10.2018
Electronics and Communication Engineering -
Nitte Meenakshi Institute of Technology
Higher Secondary Certificate -
Private Candidate
SSCE -
Chandrasheel Vidyapeeth