Chetan Sharma

I manage voice infrastructure for 15+ clients, handling proactive health checks, configuration, and troubleshooting. I support Cisco CUCM, CUC, SIP trunks, gateways, and VoIP endpoints including Jabber and ASCOM. I resolve signaling and RTP issues using RTMT, Wireshark, and CDR tools. I provide L2 support for Genesys IVR and Cloud CX, lead P1/P2 incident resolution, raise Cisco TAC cases, and mentor junior engineers to enhance team capability and service reliability.

Performed daily and pre-upgrade health checks for voice servers across multiple clients. Collaborated with data, firewall, and network teams to resolve complex IP telephony issues, ensuring stable voice services. Handled MACD tasks for extensions and IP phones, maintaining accurate configurations and seamless operations.

Handled user feature configurations (speed dial, call forwarding, call park, etc.) and voicemail setup. Monitored ServiceNow for voice tickets, ensuring timely resolution within SLAs. Coordinated with cross-functional teams for IP telephony issues, escalated complex cases, and maintained ownership. Documented solutions in the knowledge base and delivered excellent customer service, driving continuous improvement and user satisfaction.