(7 years 1 month) > Knowledge of MITEL VoIP Platforms and Products i.e., MiCloud Business and MiCloud Connect, ShoreTel Phone System, MiCollab, Contact Center Director, Mitel Connect and Teamwork, Mitel FAX, 3rd Party Conference phones, and ATA devices, etc. > Troubleshooting experience on various Mitel IP Phone models, Mitel and Polycom Conference phones, Mitel SIP Cordless phones and base stations, ShoreTel Phones, Cisco 7900 Series Phones and ATA Devices - Grandstream HT813, Mediatrix 4102S and Mitel TA7100-Series ATA configurations. > Understanding of MCDs and MBGs (Gateways) associated with Mitel platforms. > ACD (Automatic Call Distributor) programming and configuration. > Providing applicable installation, maintenance, MAC troubleshooting, and remote support services to Business and Connect customers and partners.Troubleshooting of remote installations, and upgrades. > Handling issues like VoIP/SIP calls getting dropped, delay, no-way audio issues, miss routed calls, and various similar activities where I will have to investigate the GUIDs and call logs to troubleshoot the issue and get to the root cause of the problem. > Gathering/Tracking various log files like TmsNcc*, PortMgr*, stts*, Phone logs, Contact Centre, and Cell-Phone app logs and investigating/analyzing the root cause for various issues related to Inbound and Outbound call issues to further escalate to Advance Support team. > Tracked PCAPs of failed/dropped/audio issues of calls. > Proficient in Oracle Communications Operations Monitor (OCOM) suite to debug and analyze the call structure from end user to database and then Calle. > Proficient in WinSCP*, Google Bucket, and a basic understanding of the Wireshark tool. >Installation and Configuration of Physical VoIP phones, Softphones, MiCollab Application, Connect Client Contact Center setup, Mitel Fax, and Teamwork chat service. > Preparing reports, KPIs (Key Performance Indicators), SLAs and Operational Metrics through Salesforce, JIRA and Service Console.