Saurabh Joshi

Experience

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  AGC Networks Ltd.

  Dec 2013 - Aug 2014

  Service Engineer

  Monitoring Branttel and AGC Australia customer network. Performing preventive Maintenance and daily health check on critical customer sites.

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  Avaya

  Dec 2014 - Jan 2016

  Technical Support Engineer

  Worked as an L2 Engineer prominently on Avaya Product SAL Gateway. Administering and configuring alarming's for Avaya Product.

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  Innovatia

  Jan 2016 - Feb 2019

  Avaya Solutions: Advanced proficiency in Avaya Aura, Avaya Communication Manager, Avaya Session Manager, Avaya IP Office, and related products.VOIP & Telephony Expertise: In-depth knowledge of VOIP protocols (SIP, H.323, RTP), call routing, network traffic analysis, and PABX systems.Tier 3 Support: Proven ability to resolve complex Tier 3 escalations, including advanced troubleshooting of call routing, media gateways, signaling issues, and performance bottlenecks.Network & Systems Analysis: Strong understanding of IP networking (TCP/IP, VLAN, DNS, DHCP), with hands-on experience in network diagnostics using tools like Wireshark, Nessus, and other network monitoring solutions.Security & Compliance: Experience in patch management, vulnerability scanning, and applying security best practices (CVE patching, hardening network security).Collaboration & Customer-Focused Solutions: Adept at working closely with cross-functional teams, ensuring customer satisfaction, and delivering optimal solutions for complex environments.Conduct periodic system health checks, security assessments, and updates in alignment with organizational standards. Show less

  • Technical Specialist

    Jan 2018 - Feb 2019

  • Technical Support Engineer

    Jan 2016 - Feb 2019
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  Avaya

  Feb 2019 - Mar 2021

  APS CONSULTANT

  My role as a professional consultant is primarily focused on consultation and implementation of Avaya Unified Communications systems demanding involvement through project life cycle.Planning: This involves participating in the kick-off calls and meetings with customers. Understanding the agenda of project and customer requirements. There are internal and external kick-off calls with the customer and based on which the system data is gathered after thorough understanding. Designing: This involves Method of Procedure (MOP) and preparation of task list for implementation. The MOP is then reviewed by the customer side. The customer flags the MOP accordingly and it is of peculiar concern if he flags red; in which case re-discussion is required.Implementation: This phase basically involves configuring systems from scratch remotely or with the help of a remote technician.Troubleshooting: Troubleshooting is primarily User Acceptance testing (UAT) and System Integration Testing (SIT). • Planning and designing of Avaya solutions by translating the business capability needs and requirements into solution & integrating different technologies. • Design and Implementation of Avaya Aura Unified Communication/IPT (UC) Products like: • Avaya Aura Communication Manager (CM)6.x and 7.x Version.• HPDL360-G7, S8300, S8800, VMware based Virtual CM deployment and Latest Aura 7 Avaya virtual platform etc. • Upgrading CM from 5.x to 6.x. to 7.x • Configuration of Avaya Media Gateways G450, G430, Media Servers etc. •Configuration of ESS and LSP and Updating translations.• Configuration & Administration SIP, H.323 IP Hard phones, and soft clients and Remote worker phones. • Integration between CM, SM, AAEP, AAM, AAC, CS1K, Cisco (3rd party PBX), AES, CMS etc.• IP Telephony end to end design and deployment. • Knowledge Transfer sessions for Customers. Show less

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  NICE Ltd

  Mar 2021 - Aug 2024

  Technical Specialist

  Working as Level 3 Certified Recording/Archiving domain. A sound working knowledge of Common Weakness Enumeration (CWE) project, Common Vulnerability Exposure (CVE), Common Weakness Scoring System (CWSS).• Demonstrated strong troubleshooting expertise on NICE products, alongsidesuccessful integration of CISCO, GENESYS, and AVAYA• Troubleshot telephony issues, utilising SIP/VOIP Protocol and RTP, achieving adesired resolution rate in customer environments through the effective application ofthe WIRESHARK tool.• Conducted comprehensive Vulnerability (CVE) Assessments, analysing results fromsecurity perspectives and delivering mitigation plans that improved overall system security. • SSL and Encryption Certificate creation, deployment• Gained expertise in Media Encryption by collaborating with peers on a project that enhanced data security protocols, resulting in system protection effectiveness.• Coordinate with product house team for any bug fix change or design change• Resolved faults and conducted root cause analysis by investigating logs and events, leading to a reduction in recurring issues within the system.• Ensuring 100% SLA management• Critical service support for modules like INTERACTION CENTER, ADVANCE INTERACTIVE RECORDER, COMPLIANCE MANAGER AND CTI with NICE ENGAGE Applications• Troubleshoot the application issue by analysing the Event viewer & application logs, verifying the application pre-requisites, network troubleshooting and DLL compatibility based on product. • Executed basic database querying on SQL Server, enhancing data retrieval efficiency. • Managed daily operations of the WISER ticketing tool, engaging with EMEA/APAC/NAR customers and ensuring adherence to SLAs based on criticality. • Providing on-call support during weekends and holidays• Created and uploaded knowledge base articles into the Service NOW (SNOW)tool, enhancing access for internal and external users and improving overall documentation efficiency Show less

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  University of Galway

  Sept 2024 - now

  Masters Student