Nagajothi Thangapandian
Principal Consultant
Coimbatore
Summary
Highly experienced Collaboration specialist with 16 years of experience. Strong communicator with excellent interpersonal and presentation skills. Adaptable learner with a keen ability to embrace new technologies. Extensive experience in Collaboration Products, including deployment, technical troubleshooting, and escalations. Delivery Assurance Advisor for collaboration RFPs. Active in technical interviewing and mentoring.
Overview
16
16
years of professional experience
6
6
Certifications
Work History
Technical Support Group SME
Wipro Technologies
9 2018 - Current
- Centralized Major Incident resolver group for collaboration managed services customers
- ITIL adherence on issue response and resolution
- Manage Major incidents / Escalations / Technical queries from more than 40 collaboration managed services accounts
- Managed services on-boarding: RISK Review, SOW, SMTD Document review
- Resource allocation and technical panel member for collaboration requirements
- Collaborate with Presales team for solution reviews
- Create technical troubleshooting documents
- Regular technical assessment for existing managed service customers.
Technical Support Engineer in TAC
Cisco Systems
07.2011 - 08.2018
- Supported customer cases efficiently
- SIP, MGCP, ISDN and H323 protocol based troubleshooting on support cases
- Troubleshooting via Webex sessions
- Log analysis and coordination with business units
- Creation of technical troubleshooting documents
- Identified bugs and tracked for fix
- Internal and partner training presentations
- Case management and escalation handling.
System Integration Engineer
Wipro Infotech
07.2008 - 07.2011
- Requirement analysis and extraction from customers
- Low-level and high-level UC deployment design
- Creation of design documents
- Implementation of UC solutions for customers.
Education
B.E - Electronics and Communication
Karpagam College of Engineering, Coimbatore
Diploma - Electrical and Electronics
P.S.G Polytechnic, Coimbatore
Secondary Education - undefined
P.S.G.G Kanya Guru Kulam, Coimbatore
Skills
Cisco Collaboration
Protocols : SIP, MGCP, ISDN and H323
Product Exposure on : Genesys, Zoom, Five 9 & Amazon connect
Customer Experience
Technical support
Project Management
Training and mentoring
Certification
Cisco Certified Internetwork Expert (CCIE Collaboration #51498)
Accomplishments
- Created technical documents for Cisco Support Community Forum.
- Posted technical configuration and troubleshooting videos.
- Participated in “Ask the Expert” sessions for Cisco Support Forum Customers.
- Delivered internal trainings for new hires.
- Presented WISP Lab sessions at Cisco Live US 2016.
- Published troubleshooting documents on Cisco's official site.
- Delivered a webinar on Understanding and Troubleshooting Presence Status.
Professionalcourses
- Partner enablement course completion on the following:
- Genesys cloud pure connect
- Amazon Connect
- Azure fundamentals
- Zoom
- Five9
Timeline
Technical Support Engineer in TAC
Cisco Systems
07.2011 - 08.2018
System Integration Engineer
Wipro Infotech
07.2008 - 07.2011
Technical Support Group SME
Wipro Technologies
9 2018 - Current
B.E - Electronics and Communication
Karpagam College of Engineering, Coimbatore
Diploma - Electrical and Electronics
P.S.G Polytechnic, Coimbatore
Secondary Education - undefined
P.S.G.G Kanya Guru Kulam, Coimbatore
Similar Profiles
Sourav PalSourav Pal
Senior Software Engineer at Wipro Technologies, WiproSenior Software Engineer at Wipro Technologies, Wipro
Abhishek PawarAbhishek Pawar
Financial Analyst at Wipro TechnologiesFinancial Analyst at Wipro Technologies
PRIYANKA GOPUPRIYANKA GOPU
Manual QA Engineer at Wipro TechnologiesManual QA Engineer at Wipro Technologies