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
undefinedCertification
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
Cisco Certified CyberOps Associate
CCNA
SIP-SSCA
ITIL Foundation
CISSP (On going)
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