Summary
Overview
Work History
Education
Skills
Certification
Training
Timeline
Generic

Rohit Gupta

Montreal,QC

Summary

IT Enthusiast and Technical Consultant with 9+ years of experience in VoIP and security enterprise technologies. Proven expertise in assisting organizations to secure their systems and troubleshooting complex issues. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.

Overview

9
9
years of professional experience
6
6
years of post-secondary education
5
5
Certificates

Work History

Senior Technical Support Engineer

Genesys
Montreal, QC
12.2021 - Current
  • Serve as primary point of contact for Genesys eServices and Genesys Agent Desktop products for both on-premises and Cloud environments.
  • Responsible for providing spam and phishing solution on eServices components like chat and email server to help customers comply with PCI and GDPR regulations.
  • Monitor network security devices, which included firewalls, IDS, IPS, and Advance Threat detection for intrusion.
  • Coordinate efforts between various internal teams – R&D, QA, Technical Publications, Technical Account Management, Genesys Platform Operations to resolve support issues.
  • Resolve support issues through investigation, replication on internal lab environment in AWS, and troubleshooting.
  • Responsible for identifying issues after log inspection in different Genesys eServices and Framework products such as UCS, Interaction Server, Email Server, Chat Server, URS, ORS, and workspace
  • Maintain response times to support business continuity.

Advanced Support Engineer

Mitel Networks
Montreal, QC
04.2018 - 12.2021
  • Escalation point of the Primary Support Representatives for Managed Network and PBX Escalations (PBX, ECC, Mobility, Call Recording and Fax) in MiCloud.
  • Worked closely with System Engineers and Software Engineering for rectifying Outages/Incidents.
  • Analyze security vulnerabilities on Switches, Servers and Phones in customer’s network obtained through penetration testing report and work with developers to mitigate possible threats.
  • Installing security patches to customer’s server to attenuate security threat.
  • Providing and implementing Network and Security best practice documentations to customers and Partners to avert security threats.
  • Creating and Installing SSL certificates on Servers, switches, IP phones, Edge Gateway
  • Troubleshooting and providing next steps for issues related to Call Routing, Contact Center, Call Quality over WAN and with Carriers like Level 3, Peerless, AT&T and others using Wireshark capture, SIP Debugs and syslog

Senior TAC Engineer- ShoreTel & Mitel

Innovatia Inc.
SAINT JOHN , New Brunswick
05.2015 - 03.2018
  • ShoreTel certified Implementation Engineer: Legacy PBX, Connect
  • Supported activities for active service design including integration and installation of hardware networking device such as Routers, Switches, Firewalls, and software.
  • Configuring and troubleshooting ShoreTel Server (Windows 2003/2008/2012/2016, IIS, LINUX server), ShoreTel Voice Switches, IP phones and advanced applications of ShoreTel like Nuisance Call Handler, call recorder, Call Reporting.
  • Ensured that the Company’s network infrastructure and associated systems are secure and run smoothly and perform within agreed targets.
  • Reviewed network documentations and advise proper configurations.
  • Documented in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.

Student Navigator - IT Helpdesk

Dalhousie University
Halifax, NS
08.2013 - 05.2014
  • Provided walk-in, voice and e-mail support to Dalhousie faculty, staff, and students.
  • Provided support and configuration for wireless networking, VPN services and online administrative services.
  • Provided remote as well as onsite support to users related to University Portal, University Email system, software installation, and computer applications etc.
  • Monitored and created tickets, responded to phone and e-mail requests for technical support.

IT Research Analyst

iSource Opportunities
Noida, Uttar Pradesh
06.2011 - 08.2012


  • Conducted successful campaigns for various IT / Telecom companies by submitting the market reports of their products to ensure that all products meet quality standards.
  • Prepared and maintained tracker, pipeline and leads sheet to present the quarterly review of the projects

Education

Master of Engineering - Internetworking

Dalhousie University
Halifax, NS
09.2012 - 10.2014

Bachelor of Technology - Electronics And Communication

Institute of Engineering And Technology
Alwar, India
08.2007 - 05.2011

Skills

Firewall

undefined

Certification

Cisco Certified CyberOps Associate

Training

  • AWS Certified Cloud Practitioner
  • Cyber Threat Hunting Level 1

Timeline

Senior Technical Support Engineer

Genesys
12.2021 - Current

Advanced Support Engineer

Mitel Networks
04.2018 - 12.2021

Senior TAC Engineer- ShoreTel & Mitel

Innovatia Inc.
05.2015 - 03.2018

Student Navigator - IT Helpdesk

Dalhousie University
08.2013 - 05.2014

Master of Engineering - Internetworking

Dalhousie University
09.2012 - 10.2014

IT Research Analyst

iSource Opportunities
06.2011 - 08.2012

Bachelor of Technology - Electronics And Communication

Institute of Engineering And Technology
08.2007 - 05.2011

Similar Profiles

CREATE PROFILE
Rohit Gupta