Vinoth Balaji

Configuring and Troubleshooting

Handling Support Team

Maintaining SLA and Managing Customers

Handling Support Tickets and working on issues from the following products

Expertise in Products:

Oracle ACME SBC

Broad Works Servers

AudioCodes SBC's

AudioCodes OVOC

Five9 platform support

Managing the Support Team

• Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs
• Streamlined troubleshooting processes for improved issue resolution times and minimized downtime
• Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support
• Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity

• IMPLEMENTATION of SBC (GENBAND) SIP Trunking, Client Delivery
• Technical Troubleshooting on SIP, VoIP SBC, Gateways
• IMPLEMENTATION of Asterisk PBX
• Customizing SIP flows & build special feature Implementing Cloud Contact
• Center's & Call Recording Solutions
• Working with DEV / QA team to implement new Solutions
• AZURE Clould Migration - On Premises servers to Cloud Platform
• Designing Proof Of Concepts Environments
• Handling Support Escalations
• Manage Secutiry for PCI standard solutions
• Engaging with Architech / Research team to implement new solutions
• Created, modified, and executed business plans to maximize client satisfaction
• IPSec Trunking and Implementation
• ENUM Implementation on SBC’s
• Getting all Production servers in line with PCI Compliance
• Page 1 of 3
• New On board customer training and hand-over
• Linkedin.com/company/intrado-corp

• IMPLEMENTATION of SBC (GENBAND / Ribbon) SIP Trunking, Client Delivery,

• Troubleshooting and working with RSM

• Analysing SIP traces
Technical Troubleshooting on SIP, VoIP SBC, Gateways,
• Handling Support Escalations
• Manage Security for PCI standard solutions
• Engaging with theArchitect / Research team to implement new solutions
• Created, modified, and executed business plans to maximise client
satisfaction
• IPSec Trunking and Implementation.
• ENUM Implementation on SBC’s.
• New On board customer training and hand-over.

• Manage the Session Border controller, Configuration, Up Gradation etc.
• Administration of SIP Proxy servers and Media Proxy servers, MSX, SBC
• Maintenance of SUN Blade Servers, Linux clusters
• Handling L2 escalations and providing resolution
• Soft Switch trouble shooting and LI (Lawful Intercept) In SIP Implementation
• Solving Clients Technical Issues by defect reproducing and providing resolution through Ticketing System.

CIsco CVP

MGP

Troubleshooting and Managing Cisco Switches

and Routers.

Handling Support tickets