Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Sanjay Koolanghat

Bloomington,MN

Summary

Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. A confident Customer Support Engineer with expertise in help desk environments assisting customers while promoting efficiency, respect and patience.

Overview

10
10
years of professional experience

Work History

Customer Support Engineer

Collabera Technologies Private
09.2017 - 02.2019
  • Provided support for small scale Unified Communication Systems such as CME/CUE etc.
  • Used remote diagnostic tools to identify sources of certain customer issues.
  • Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
  • Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.

Telecom Specialist

Innovatia India
02.2014 - 08.2017
  • Provided L3 support for Avaya Gateways and Avaya Communication manager , SM.
  • Performed preventive maintenance of telecommunications equipment.
  • Skilled at working independently and collaboratively in a team environment.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Operating in TDM/IP platforms

Technical Consulting Engineer - Unified Communication and Contact Center

Cisco Systems India Pvt Ltd
02.2019 - 06.2024
  • Provides support via voice, email and WebEx for different Collaboration/Contact Center products such as Cisco UCCE/PCCE/CUCM/CUBE/Gateways, Gatekeepers, CME, CUE, CUSP etc.
  • Spearheaded adoption of brainstorming sessions, simulation and prototyping.
  • Designed quality assurance and testing protocols for predefined customer hypotheses.
  • Edited technical documentation for clarity and conformity with overall goals, safety guidelines, and regulatory compliance.

Education

High School Diploma -

Kerala Technical Institue
Kerala

Skills

  • User Training
  • Network configuration
  • Helpdesk administration
  • Customer Support
  • Telephone and email etiquette
  • Root Cause Analysis
  • Technical Support
  • Security protocol understanding
  • Technical Documentation
  • System optimization

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with other team to achieve the customer requirements.

Timeline

Technical Consulting Engineer - Unified Communication and Contact Center

Cisco Systems India Pvt Ltd
02.2019 - 06.2024

Customer Support Engineer

Collabera Technologies Private
09.2017 - 02.2019

Telecom Specialist

Innovatia India
02.2014 - 08.2017

High School Diploma -

Kerala Technical Institue

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Sanjay Koolanghat