TUSHAR TITRA

Cisco TAC VoIP Engineer | Mar 2020 - Mar 2024

• Provided Tier 2/3 technical support for enterprise customers across Cisco’s collaboration suite, ensuring high availability of VoIP and video services.
• Specialized in CUCM (Cisco Unified Communications Manager): Troubleshot SIP trunking, dial plans, media resources, registration issues, and call routing.
• Managed Cisco PLM (Prime License Manager) and Smart Licensing: Addressed sync failures, compliance issues, and entitlement configuration.
• Supported Cisco Contact Centre deployments: Agent call flow, CTI integration, supervisor tools, and backend service health.
• Handled complex Webex Meetings and Webex App issues: Media degradation, join failures, calendar integrations, and hybrid services.
• Managed and troubleshot Expressway-C and Expressway-E environments: MRA, B2B calling, TLS/SRTP encryption, and firewall/NAT traversal.
• Utilized Webex Control Hub for admin provisioning, user access management, license assignment, and analytics.
• Analyzed SIP and RTP signalling using tools like Wireshark to resolve one-way audio, call setup failures, codec mismatches, and ICE/STUN/TURN negotiation issues.
• Worked with VMware ESXi to manage virtualized infrastructure supporting UC applications.
• Partnered with engineering teams for bug investigations, log analysis, and backend case escalations.

Bandwidth TAC Team Lead | Mar 2024 - Current

• Leading technical operations for enterprise SIP and VoIP services, focusing on call quality, routing, and media performance.
• Expert in SIP signalling and troubleshooting scenarios including:
  One-way/no audio, Post-Dial Delay (PDD), DTMF detection issues, T.38 fax transitions, CNAM/LIDB errors, and false answer supervision.
• Performing deep packet inspection and SIP trace analysis using Wireshark, UltraTrace, and carrier tools.
• Working with SBCs, SRTP, DTLS, SDES, ENUM, DNS-SRV, and TLS certificates to secure and troubleshoot VoIP communications.
• Managing customer escalations, conducting root cause analysis (RCA), and ensuring adherence to service-level agreements (SLAs) and key performance indicators (KPIs).
• Mentoring a team of 15 engineers, delivering regular knowledge-sharing sessions, and creating internal documentation and troubleshooting guides.
• Interfacing with cross-functional teams for routing updates, provisioning, and carrier integration projects.

• Provided first-level technical support to end users, resolving issues related to Microsoft Outlook, Office 365, and Active Directory.
• Troubleshot Citrix access, MFA setup, VPN, and basic networking issues to ensure seamless remote and on-site operations.
• Handled user account administration, permissions, and group policies in Active Directory.
• Escalated unresolved issues to relevant support teams and ensured timely follow-up for resolution.
• Documented frequent issues and solutions to build the internal knowledge base and improve first-call resolution.
• Delivered knowledge transfer (KT) sessions and conducted onboarding training for new hires, focusing on technical troubleshooting and communication skills.