VINODA JK
Specialist at POLY/HP - TEAMS | ZOOM | PEXIP| APPSPACE| Mitel | Cisco | Poly | ALE | RAAS | VOIP | VC | O365 | UCAAS
Bengaluru
Summary
Experienced Advanced Technical Support Specialist with 10 years of expertise in VoIP and video communications, complemented by strong customer service skills. Additionally, contributed as a key member of teams, taking on roles in building processes and serving as a technical trainer to enhance team capabilities.
Overview
2025
2025
years of professional experience
5
5
Certifications
Work History
Technical Support Specialist
HP Inc / Polycom
Bangalore
4 2020 - Current
- Handling premium customers and escalated cases
- Technical trainer for POLY/HP products
- Working as Support specialist engineer for global customer
- Microsoft teams admin center
- Part of Global managed services Polycom
- Monitoring and working on Poly UC products like DMA, DMA edge, OTD server and RMX servers
- Monitoring Zoom native and Poly/Cisco Rooms, providing pro-active support from Monitoring tool
- Providing support on Zoom meetings, Zoom Rooms, Poly rooms and Teams calls
- Supporting and monitoring Critical/VIP Zoom meetings to make sure no issues in the services
- Windows/Linux machine troubleshooting
- Managing Zoom dashboard, onboarding/deleting the Zoom rooms/Poly/Cisco rooms in Zoom Cloud
- Handling critical customer account to provide the satisfactory product supports
- Good hands-on experience with Polycom teams/Zoom integration solution
- Good exposure with Polycom endpoints (GS, Trio and X30/50) configuration and troubleshooting
L2 VoIP Cloud Support Engineer
Mitel
Bangalore
11.2018 - 04.2020
- Working as Mitel Cloud support engineer for US customer, troubleshooting, providing solution/work around based on the VOIP related issues
- Design/implication of Mitel products like MIVB/MICC/MMG/ Micollab and troubleshooting the issues based on the scenario
- Mitel PBX, recording services, contact center solutions, Voice mail, unified communication
TAC Engineer
Alcatel Lucent Technologies
Chennai
11.2015 - 11.2018
- Working as an Alcatel TAC engineer Troubleshooting customer issue, providing them solutions, workarounds and recommending best practices for Alcatel VOIP products and below supported technologies
- SIP, H.323, PSTN, PRI, BRI, IP Telephony, SIP phones and Audio and Video Codecs and Alcatel SBC (session border controller)
- Taking SIP, H323 traces, analyze the logs and making configuration changes on Alcatel SBC (Audio Codes) and provide the root cause to customer
- Replicating customer scenario for VOIP products (VOIP PABX Alcatel OmniPCX Enterprise, 4400, 8770, open touch) in the lab environment for providing effective solutions to the customers
- Root cause analysis for the critical outage on the networks/system
- Experience in testing SIP trunks and the SIP endpoints with different vendors
- Trouble shooting network issue of SBC and Alcatel VOIP (OXE) via Wireshark traces/ TCP dump/ ISDN (T3) traces
- Firmware and drivers up gradation new server build and patch management
- Experience in testing independent software vendor applications against unified communication solutions (UC) for certification and validation purpose (Applications like Contact center, Attendant console, Call recording)
System Engineer
Aricent Group
Bangalore
10.2014 - 11.2015
- IP telephony
- Video conferencing
- VOIP infra maintenance
- SIP, H.323 and ISDN log analysis
- Audio and Video codecs
- CCD and call reporting
FIELD ENGINEER
SEIMENS
Bangalore
01.2014 - 10.2014
- Responsible for Maintenance and installation of the SEIMENS PBX
- Understanding the customer urgency and fixing the issues with time manner
- IP telephony
- Video conferencing
- VOIP infra maintenance
- SIP, H.323 and ISDN log analysis
- Audio and Video codecs
- CCD and call reporting
- Delivered high-quality field services, ensuring all projects were completed on time and within budget constraints.
Education
Engineering in Communication -
Govt Engineering Collage - Kushalnagar
KarnatakaSkills
VOIP
SIP
H323 protocols
PSTN
PRI
BRI
SIP TRUNKING
Video conferencing system
Polycom VC solution
Zoom Dashboard
Zoom Native/Hybrid rooms
O365
Wireshark
TCPdump
TCP
UDP
HTTP
HTTPS protocols
Windows troubleshooting
Linux troubleshooting
Video conferencing
IP telephony
Contact center
ALCATEL PBX
SEIMENS PBX
MITEL PBX
SBC
Linux
Contact center (CCD)
call reporting
Virtualization
VMWare
vSphere
NICE
Variant
OXR
MIVCR
Alcatel recording system
Cisco
Life-size
Polycom Video conference systems
AV equipment
G711
G722
G729 Codecs
H265
MPEG-H HEVC
H264
MPEG-4 AVC codecs
Traversal call routing
Non-Traversal call routing
Basic LAN administration
VLAN configuration
Monitoring tools
Network troubleshooting
Customer supportr
Windows administration
MS teams admin cente
Certification
ACSE (Alcatel-Lucent certified System expert), 2018
Timeline
L2 VoIP Cloud Support Engineer
Mitel
11.2018 - 04.2020
TAC Engineer
Alcatel Lucent Technologies
11.2015 - 11.2018
System Engineer
Aricent Group
10.2014 - 11.2015
FIELD ENGINEER
SEIMENS
01.2014 - 10.2014
Engineering in Communication -
Govt Engineering Collage - Kushalnagar
ACSE (Alcatel-Lucent certified System expert), 2018
Expert certificate in Alcatel VOICE product, OXE and OXO
Zoom implementation certificate
Poly infrastructure fundamentals Certificate
WCNA Certification for Wireshark
Technical Support Specialist
HP Inc / Polycom
4 2020 - Current
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