Collaboration Technical Support Engineer with 8 years of experience helping clients maintain smooth operations. Expertise in Voice & Cloud systems. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. Dedicated Network professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Hi, I’m
Shipra Chhibbber
Senior Network Collaboration Engineer
Burnaby,British Columbia
Summary
Overview
10
years of professional experience
6
Accomplished certifications
Work History
Raymond James LtdBurnaby, British Columbia
Senior Network Collaboration Engineer
12.2022 - Current
Job overview
- Skilled in , planning, designing, implementing and maintaining Network Collaboration
- Ability to design highly available, resilient, and scalable networks.
- Ability to perform failure analysis simulation and network dimensioning.
- Document the deployment details and creating BOM.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Researched materials to determine appropriate selection for projects.
- Coordinated with cross-functional teams to improve structure sustainability and design.
- Analyzed and applied new technologies to improve functionality of designs.
- Determined project costs and made adjustments to keep projects within budget.
- Technical expertise for Cisco collaboration and Zoom.
Zoom Video Communication IncBangalore, India
Technical Support Engineer
01.2022 - 11.2022
Job overview
- Served as primary point of contact for Premier support relating to owned solutions and products
- Analyze and optimize our backend JIRA and frontend
- Zendesk tickets
- Performed root cause analysis of reported issues to enact corrections
- Work as an escalation engineer for tier 1 engineers
- Troubleshoot issues related to Zoom Phones, Zoom Room,
- Meetings, Webinars, Web SDK, Zoom Events, Zoom
- Marketplace
- Monitor and manage escalated ticket/support and service quality issues
- Take end-to-end ownership of escalated customer issues, including initial troubleshooting, identification of root cause, and issue resolution
- Collect information and document bugs with Engineering for product issues that are impacting customers
- Build process or troubleshooting documentation in the support knowledge base
- Deliver against customer experience and efficiency targets
- Strong knowledge of VOIP protocols
- Troubleshoot Sip Calls and coordinates with customer provider when required
- Resolve Calendar integration issues with Zoom Rooms,
- Cisco/Polycom Rooms, and Third-party devices
- Troubleshoot issues with Desk phones and Telepresence devices
- Resolve issues related to SSO login, Zoom Admin portal, and API integration with zoom.
Aricent TechnologiesGurgaon, India
Network Engineer
01.2015 - 03.2018
Job overview
- Worked as a Cisco-TAC Engineer
- VOIP implementation and troubleshooting on CUCM 8.x, 9.x, 10.x, and 11.x Call Manager
- Real-time troubleshooting on various features such as Call Routing (Route Pattern, Translation Pattern, CSS), IP phones and their features, Media Resources (MOH, conference bridges, MTP), licenses, upgrades, and voice quality issues
- Resolve issues related to Call Manager DRF Backup and
- Restore
- Troubleshoot Cisco Bulk administration issues, SME, Basic for Cisco Virtualization
- Real-time troubleshooting on Cisco Gateways (H.323,
- MGCP and SIP)
- Resolve complex call routing issues (different codecs) through call
- Manager traces and logs
- Troubleshoot issues related to Cisco Unity Connection and rime Collaboration Deployment for Upgrade and
- Migration tasks.
Cisco Systems, IncBangalore, India
Network Technical Support Engineer
01.2003 - 01.2018
Job overview
- Worked in Cisco High touch Technical Service supporting
- Premium customers of Cisco
- Voice/Video implementation and troubleshooting on the
- Call manager, Unity, Cups, VCS, MCU, TMS, Expressway,
- Conductors, and CMS
- Worked on API queries from the customer with integration to CMS
- Resolved issues on Telepresence devices like Immersive,
- Non-Immersive, and desktop codecs including Spark devices
- Do Implementation and troubleshooting on all these codecs
- Real-time troubleshooting on various features such as Call
- Routing (Route Pattern, Translation Pattern, CSS), IP phones and their features, Media Resources (MOH, conference bridges, MTP), licenses, upgrades, and voice quality issues
- Resolve any issues related to Call Manager DRF Backup and Restore, Cisco Bulk administration, SME, Basic for
- Cisco Virtualization
- Real-time troubleshooting on Cisco
- Gateways (H.323, MGCP, and SIP)
- Troubleshooting complex call routing issues (different codecs) through call manager traces and logs
- Troubleshoot Cisco meeting servers through GUI, CLI, and
- API
- Providing support and troubleshooting over email and call on severity cases
- Troubleshooting Webex cases, checking accounts and reports on the control hub, and troubleshooting recording and meeting issues
- Do troubleshooting on directory connector cases that are used for integrating AD with Webex
- Troubleshooting and implementing a Hybrid cloud which is a solution for the on-prem devices
HCL Technologies, India
System Analyst
01.2014 - 04.2015
Job overview
- Worked as an Engineer for Deutsch Bank (Client).
- Provided support for Installation, Configuration Support in a 24X7 environment.
- Worked on Incident management with the specified SLA and provide the best support. Updating tickets over using various tools.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Identified system hardware, network infrastructure, and connectivity issues that prevented the execution of user initiated tasks.
Education
Maharishi Markandeshwar University
Bachelor of Science from Computer Science
06.2011 - 05.2014
University Overview
Skills
Collaboration engineer Excellent
undefinedCertifications
Certifications
CCIE Collaboration #64656
SSCA SIP certified (CERTIFICATE VERIFICATION ID: 1586069510265-27680)
Devnet Associate Certified CCNA Routing and Switching
AWS Certified Solutions Architect – Associate
Implementing Cisco Collaboration Cloud and Edge Solutions
Timeline
Senior Network Collaboration Engineer
Raymond James Ltd
12.2022 - Current
Technical Support Engineer
Zoom Video Communication Inc
01.2022 - 11.2022
Network Engineer
Aricent Technologies
01.2015 - 03.2018
System Analyst
HCL Technologies
01.2014 - 04.2015
Maharishi Markandeshwar University
Bachelor of Science from Computer Science
06.2011 - 05.2014
Network Technical Support Engineer
Cisco Systems, Inc
01.2003 - 01.2018
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