Umme Farva
Support Engineer
Visakhapatnam,Andhra Pradesh
Summary
A Dedicated, Assertive, Goal Oriented aspiring to work in a highly motivated and challenging environment where my present knowledge is fully utilized and learning new technologies and undertaking challenging multiple tasks, related to Networking and Telecommunication field, that offers full scope for growth and where I can veritably apply my experience and expertise to fulfil my aspiration and to satisfy the organization, and client requirement.
Overview
3
3
years of professional experience
Work History
Support Engineer
Teamware Solutions (A Division of Quantum Leap Consulting Pvt. Ltd.,)
Bangalore, Karnataka
03.2021 - Current
- Technical expertise in resolving issues on Microsoft Teams App.
- Troubleshooting issues related to Microsoft Teams App like Call queue, auto attendant, VDI, calling issues and other break fix related issues.
- Assisting engineers with action plan on cases.
- Working and handling escalated cases by joining calls and troubleshooting on the issues.
- Reviewing the cases worked by engineers and providing the action plan if any further investigation needed on the case.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Held regular meetings to provide platforms for knowledge-sharing of discovered issues and recurrent custom complaints.
- Documented reported faults and bugs for referral to development staff's use in iterative updates.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Senior Software Specialist
Inspiredge IT Solutions Pvt. Ltd
Visakhapatnam, Andhra Pradesh
10.2017 - 02.2021
- Technical expertise in resolving issues on Frontend, Edge, Mediation servers and Federation.
- Assigning O365 licensing, Ex, Microsoft Phone System and Calling plans, to end users.
- Creating call queues/Auto Attendant in Microsoft SFB and Teams
- Troubleshooting call quality issues for end users leveraging Microsoft Call Quality Dashboard, local logging for endpoints.
- Troubleshoot Polycom and Yealink end point configuration issues CAP licensing, Room, System accounts etc.
- Experience in troubleshooting Lync/Skype for Business Enterprise Voice, Dial Plan, Meetings/Conferencing, Desk Phones, Routing policies as well as integration with Exchange/Office 365 Unified Messaging, MS Teams and Teams Direct Routing.
- Strong Expertise in Sonus SBC in Call Routing Table, transformation Table for Inbound/ outbound call routing.
- Expertise is managing the Sonus SBC with LX log analysis and alarms.
- Configuring Response groups and assigning agents (Hunt group and IVR).
- Analyzing Skype Client logs for advanced troubleshooting using Snooper tool and involved in fixing Skype Sign in issues.
- Troubleshoot issues related to Address book, certificates, conferencing.
- Involved in assigning Conferencing/External access policies to the users and involved in enabling and disabling Skype accounts.
Customer Service Representative
HSBC
Visakhapatnam, Andhra Pradesh
08.2016 - 08.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Regularly exceeded daily sales and product add-on quotas.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Answered constant flow of customer calls with minimal wait times.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
GVP College of Engineering For Women
Visakhapatnam 06.2012 - 05.2016
Skills
Microsoft Teams
Sonus SBC /SBA
Avaya
Firewalls and Cyber Securities
Network Engineering
Reading Books, dancing and singing
Reading can make me relaxed and calm. My favorite authors are Robin Sharma and Chetan Bhagat
Dancing gives me joy and happiness.
Singing in family occasions and for self pleasure.
Timeline
Support Engineer
Teamware Solutions (A Division of Quantum Leap Consulting Pvt. Ltd.,)
03.2021 - Current
Senior Software Specialist
Inspiredge IT Solutions Pvt. Ltd
10.2017 - 02.2021
Customer Service Representative
HSBC
08.2016 - 08.2017
Bachelor of Science - Electrical, Electronics And Communications Engineering
GVP College of Engineering For Women
06.2012 - 05.2016