Sep 2019 – May 2024 · 4 yrs 8 mos · Gurugram, Haryana, India

• Started working in Gartner as a Telecom Specialist for Conferencing Services which includes the AV, Video Conferencing and Web Conferencing L3 support for Gartner associates and external clients.
• Working as a SPOC for APAC region for all type of AV and VC operations, supports and Projects.
• Managing day to day Conferencing operations.
• Acting as a site Admin for Cisco Webex and Cisco Control Hub.

Apr 2019 – Jul 2019 · 3 mos · Noida, Uttar Pradesh, India

• It was a short tenure at HCL as I had to leave the organization for some personal reasons.
• Responsibilities :-
• Providing L2 support of VC operations for all sites of Abbvie across the globe that including managing Cisco endpoints including Cisco DX 80, MX 300, Mx 700, SX 20, Room 55 and Cisco Telepresence Server Operations including Cisco MSE 8510 MCU, Cisco TMS, Cisco CUCM, Cisco PCP, etc.
• Responsible for Installation, Configuration, Troubleshooting of 1000+ Cisco endpoints all over globe for Abbvie.
• Responsible for handling VC operations for 1000+ Cisco endpoints on remote using Cisco MCUs (Cisco MSE 8510).
• Daily direct user support of Video conference, Audio conference and Media presentation.
• Provide technical consultation, support, and act as lead contact for all videoconferencing operations and maintenance.
• Global VC infrastructure support.
• Direct communication, Coordination and planning with user on town hall, events, meetings etc.
• Keeping track of all tickets & taking necessary follow up.
• Scheduling the VC’s and allocating the resources according to the request made by users.
• Real time Monitoring using Vyopta.
• Liaising / testing with the service coordinator for understanding the issues arising at customer site and accordingly planning for resolution.
• Testing with external sites.
• Providing remote support in Video conference rooms.
• Ticketing tool- Service Now
• Interacting with users, external clients, support teams to ensure smooth video conferencing environment.
• Preparing daily, weekly and monthly reports which includes Daily VC system testing reports, VC details records, feedback reports etc.
• Providing demos and trainings to end users to make them familiar with basic VC endpoint operations.
• Managing and supporting VIP video conferences.

Jan 2018 – Mar 2019 · 1 yr 2 mos · Bengaluru, Karnataka, India

• After working with ITSource for oven an year in Delhi, they moved me to Bangalore on a bigger government project with following responsibilities:
• Responsibilities :-
• Responsible for Installation, Configuration, Troubleshooting of 300+ Polycom endpoints all over the Karnataka in government office.
• Responsible for handling VC operations for 500+ Cisco and Polycom endpoints on remote using Polycom and Cisco MCUs (Cisco MSE 8510, Polycom RMX 2000).
• Creating Jabber profiles for desktop and mobile devices using CUCM.
• Daily direct user support of Video conference, Audio conference and Media presentation.
• Provide technical consultation, support, and act as lead contact for all video-conferencing operations and maintenance.
• Global VC infrastructure support.
• Direct communication, Coordination and planning with user on town hall, events, meetings etc.
• Keeping track of all tickets & taking necessary follow up.
• Scheduling the VC’s and allocating the resources according to the request made by users.
• Real time Monitoring
• Liaising / testing with the service coordinator for understanding the issues arising at customer site and accordingly planning for resolution.
• Testing with external sites.
• Providing remote support in Video conference rooms.
• Effectively planning and executing daily operations critical to business.
• Performing daily health check for all the VC rooms.
• Ticketing tool- Service Now
• Interacting with users, external clients, support teams to ensure smooth video conferencing environment.
• Supporting software based Video Calls
• Preparing daily, weekly and monthly reports which includes Daily VC system testing reports, VC details records, feedback reports etc.
• Maintaining the global inventory of VTC devices and related details like software version, passwords, support team details etc.
• Providing demos and trainings to end users to make them familiar with basic VC endpoint operations.
• Managing and supporting VIP video conferences.

Jan 2017 – Dec 2017 · 11 mos · New Delhi, Delhi, India

• Deputed at client site with responsibilities like:
• Handling Video Conference Connection, Monitoring, Troubleshooting and Testing of more than 200 Polycom endpoints.
• Global VC infrastructure support.
• Working on user requirement, gathering, processing and scheduling of video conference.
• Interacting with users and external clients/ Support teams of client to ensure smooth video conferencing experience.
• Supporting various software based video calls (Cisco jabber, CMA desktop, Polycom RPD, BlueJeans, Polycom PVX).
• Providing Demo to users to manage their meetings.
• Preparing daily, weekly and monthly reports which includes Daily VC system testing reports, VC details records, feedback reports etc.
• Handling all kind of RMX MCU Operations including scheduling calls, moving end-points in different VMR’s, and extracting and studying call logs to detect issues during a call.
• Provide technical consultation, support, and act as lead contact for all videoconferencing operations and maintenance.
• Proactive monitoring of Video Conferencing systems. Provide day-to-day support, proactive maintenance, and perform independently.

Jan 2013 – Nov 2016 · 3 yrs 10 mos · New Delhi, Delhi, India

• Started working as a full time support engineer with JMEA Pvt. Ltd.
• Responsibilities:
• Providing Support to end users regarding installation, configuration and troubleshooting of various desktop applications.
• Providing Support to end users regarding installation, configuration and troubleshooting of various web and cloud based Video Conferencing apps including Skype for Business, Polycom CMA, Polycom PVX, BlueJeans etc.
• Providing Support to end users regarding installation, configuration and troubleshooting and maintenance of Polycom end points.
• Proactive monitoring of Video Conferencing systems. Provide day-to-day support,proactive maintenance, and perform independently.
• Interacting with users, external clients, support teams to ensure smooth video conferencing environment.

Feb 2012 – Dec 2012 · 10 mos · Delhi, India

• Started working as a part time freelancer offering SEO services to local and overseas clients through online freelancing platform (Odesk.com) and local leads.
• Projects Completed :
• Doability UK : www.doability.co.uk& Doability Australia : www.doability.com.au
• Doability is an online store that sells disability and daily living aids in UK. I managed to bring the website on top pages of google for keywords like “Disability equipment” and “ walking aids”. I was also responsible to provide customer support and live chat assistance to their customers.