Dhanyasree V

· Implementation of Teams Direct Routing for 62+ sites migrating from Skype for Business On-premise Enterprise voice to Teams Enterprise voice

· Involved in direct routing configuration for Teams telephony.

· Deployment of Verba servers for legal recording.

· Ribbon SBC configuration and upgrading the SBCs to latest firmware version to support Teams telephony.

· Creation of Teams online PSTN gateway, dial plan, PSTN usage and voice routing polices.

· Creating custom teams policies.

· Worked with network architects to get the site subnet and Public IP details to add it in Teams network topology.

· Firmware upgrade of Ribbon/Sonus SBC 1000 or 2000

· Knowledge in Ribbon SBC 5100

· Worked with network architects to get the site subnet and Public IP details to add it in Teams network topology.

· Implementing VOIP Phones like Polycom VVX, CCX, Yealink T55A, 56A, MP54 model devices

· Migrating the sites from ISDN to SIP Trunk (Enterprise voice) pushing new technologies

· Knowledge of MS Exchange/Exchange Online, Sharepoint Online/On-premise, BOX, Docusign, Adobesign services.

Deployment

· Integration of various other Apps, Chat Bots in Microsoft

· Creating Low Level Documentation of the services implemented

· Involved in deploying E911 for North American Sites
Deployment, upgrade and migration of Polycom and Yealink Phones.
· Deployment of Surface Hub and Sonus Gateways
Migration of Surface Hub devices from Skype to Cloud Only.
· Setup Cloud Auto Attendants and Call Queue for Covid Vaccine Support
· Setup Auto Attendants and Call Queue in EICC
Creation of Org-wide settings for Guest and External Access
· Implementation of Location based routing in Skype
Actively monitoring servers using SCOM Alerts
· Experience supporting Skype for Business, MS Teams, UC Phones, Enterprise Voice, Ribbon SBC, EICC, Verba, Cloud Auto Attendants
· Deloyment of Skype for Business server in existing topolgy and add additional servers to an enterprise pool
· Preparing plan documents for Implementation, Documentation, Uplift, Change process

• Deployment of Verba servers for legal recording.
  Ribbon SBC configuration and upgrading the SBCs to latest firmware version to support Teams telephony.
• Worked with network architects to get the site subnet and Public IP details to add it in Teams network topology.
• Involved in deploying E911 for North American Sites
  Deployment, upgrade and migration of Polycom and Yealink Phones.
• Deployment of Surface Hub and Sonus Gateways
  Setup Auto Attendants and Call Queue in EICC
  Creation of Org-wide settings for Guest and External Access
• Implementation of Location based routing in Skype
  Actively monitoring servers using SCOM Alerts
• Deployed Sonus SBA/SBC firmware updates across the sites as & when required
• Resolve any branch site level issues (SBA communication issues with the Central site Pool)
• Expertise in deploying Polycom VVX/TRIO, Yealink Phones across the Skype Only sites
• Deployed Polycom Device Monitor Tool [PDMS] to monitor Polycom Devices
• Decent knowledge in the 3rd party call center solution called as EICC (Enghouse Call Center Solution)

• Resolving Customers queries by taking remote access and resolving issue.

• Helping customers in password reset, software installation and uninstallation and other queries on their computers.

• Working on web tickets raised by users in tool and working on emails.

• Working on User Access Management queries

• Working on Leavers Request forms and disabling accounts.

• Working on Escalation mails from users

• Raising P1&P2 tickets when there is a major outage and checking with resolver teams until issue is resolved.

• Raising service request for new users for account creation.

• Using various tools to resolve issue.

• Ensures Proper handling of tickets and on calls.

• Ensure notification and escalation of high priority incidents and outages.

• Ensure tickets are closed within SLA.

• Adherence to ITIL best practices during an incident and necessary changes.

• Ensure Risks/Issues are documented and mitigated.

● Listened to customers' questions and concerns to provide answers or responses.

● Built strong relationships with field operations team to support business development opportunities and improve service.

● Collected customer information and analyzed customer needs to recommend potential products or services.

● Provided customers with updates and periodic statements on service developments and changes in trends.

● Helping customers with McAfee Product Installations and other issues with products.

● Analyzed issues to identify troubleshooting methods needed for quick remediation.

● Served as primary point of contact for support relating to owned solutions and products.

● Gathered trend data from customer calls and interactions.

● Updated and maintained current customer support database.