Shaikh Mohd Murad
Senior Engineer Enterprise Support Analyst
Hyderabad
Summary
Experienced as Senior Engineer Enterprise Support Analyst with a track record of providing world-class customer support. With 7 years of experience handling global customers, specialize in video collaboration, SIP, and H323. I have a strong background in streaming and broadcasting events, ensuring smooth and successful operations. Throughout career, demonstrated exceptional problem-solving and communication skills, allowing to effectively address customer needs and deliver high-quality solutions. Highly motivated and dedicated to providing excellent support and exceeding customer expectations. Future goals include further developing expertise in emerging technologies and expanding impact in the field of enterprise support.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Enterprise support engineer
AION Tech
10.2017 - 02.2024
- Worked as Senior Engineer Enterprise Support Analyst in BlueJeans video conferencing solutions from last 7 year
- Worked on critical enterprise video communication related issue, like audio & video quality, call connectivity, app troubleshooting
- Work with video conference device like Polycom, Cisco, Tangberg etc
- And make sure network required TCP/UDP ports with TLS security are open
- Focus was to deliver quality video conference to end customers
- Helped customer to setup video conference devices, configured SIP and H323 and Microsoft Teams integration with BlueJeans call settings
- Was part of event assist
- Provided high level support for customer hosting and monitoring business events
- With help of internal tools, identified network and connectivity related issues and fixed
- Supported newly customers with setting up SSO, Outlook plugin, Extensions and APIs
- Worked on Jira, Salesforce, Confluence, Sumologic, New Relic tool to identify and support customer network related issues
- Direct interaction with Client IT team and help to setup their network as per BlueJeans requiement
- Working with internal tool called Indigo to check network stats of each call done by Client to give best output
- Creating internal ticket and working with developers and senior Engineers in solving bugs in application or network
- Monitored business level events
- Like starting broadcast, managing streams to multiple channels, checking backend network stats etc
- Proactively works on escalations
- Tested customer scenario’s internally and reported to respective product team.
Education
Bachelor of Technology - E.C.E (ELECTRONICS AND COMMUNICATION ENGINEERING)
JNTUH (Jawaharlal Nehru Technological University Hyderabad)
Hyderabad 01.2010 - 04.2014
Skills
Multitasking
Accomplishments
- Received many appreciations email from the client for giving a fabulous support during the big events.
- Always been a top performer among the team on reaching the targets which are set for the team.
Technical Accomplishments
- Completed AWS Practitioner and associate training
- CCNA Routing and Switching
- Project Training
Certification
AWS Solution Architect- Associate
State
India
City
Hyderabad
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Timeline
AWS Solution Architect- Associate
04-2024
Enterprise support engineer
AION Tech
10.2017 - 02.2024
Bachelor of Technology - E.C.E (ELECTRONICS AND COMMUNICATION ENGINEERING)
JNTUH (Jawaharlal Nehru Technological University Hyderabad)
01.2010 - 04.2014
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