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Pratiksha Pawar

@pratikshapawar

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IT professional with 5 years of experience in VoIP engineering.

India

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and growth opportunities.

I am an IT professional with 5 years of experience, specializing in Cisco VoIP engineering and technical support roles. My journey has equipped me with a robust skill set in Tier 1 and Tier 2 support, configuration, and troubleshooting across various unified communication technologies. I have a proven track record of delivering exceptional support and optimizing systems for enhanced performance.

Currently, I work as a Consultant Cisco VoIP Engineer at Capgemini, where I provide support for Cisco unified communication technologies. My responsibilities include configuration, troubleshooting, and user training across platforms such as CUCM, CUC, and Jabber. I take pride in my ability to collaborate effectively with cross-functional teams and service providers to resolve complex issues, ensuring seamless communication for users.

Throughout my career, I have also contributed to projects at Wipro Ltd, where I honed my skills in asset management, audit automation, and technical support. My commitment to continuous improvement and process automation has led to significant efficiency gains in my previous roles. I am passionate about leveraging technology to enhance user experience and drive operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Consultant – Cisco VoIP Engineer

Current

Capgemini

Nov 2023 - Present (1 year 6 months)

Provided Tier 1 and Tier 2 support for Cisco unified communication technologies, including configuration, troubleshooting, and user training. Optimized systems across platforms such as CUCM, CUC, CUAC, Voice Gateways, UCCE, and Cisco Jabber. Supported Microsoft Teams Telephony and collaborated with service providers to resolve network issues.

CUCM UCC Microsoft Teams Cisco Voice Gateways IVR Hunt Groups

Analyst – Tier 1 Support

Wipro Ltd.

Aug 2022 - Apr 2023 (8 months)

Delivered Tier 1 remote support for Cisco VoIP tools including Cisco Jabber, Zoom, and Cisco IP hardphones for US-based users. Executed system health checks using RTMT, managed user account provisioning, and handled real-time alerts. Collaborated with L2 teams for escalated incidents and maintained hotline availability.

Zoom ServiceNow Microsoft Excel Microsoft Teams SOPs Troubleshooting

Analyst – Asset Management & Audit Automation

Wipro Ltd.

Jul 2021 - Aug 2022 (1 year 1 month)

Managed and audited IT assets for Citi Bank, focusing on data accuracy, compliance, and reporting. Automated manual audit processes by developing and optimizing SQL scripts to reduce time and errors. Created and maintained dashboards and audit reports using Microsoft Excel and PowerPoint.

Asset Manager Microsoft Excel Microsoft PowerPoint SQL Automation Reporting Auditing Data Analysis Compliance

Technical Support Engineer

Wipro Ltd.

Sep 2020 - Jun 2021 (9 months)

Provided Tier 2 remote IT support to UK-based users for Windows and macOS systems, Outlook, and Microsoft Office applications. Performed advanced troubleshooting, router configuration, and network diagnostics. Utilized tools like Device Manager, Event Viewer, and Command Prompt for issue resolution.

Windows MacOS Outlook)Office 365 Wi Fi Router Configuration Device Management

Associate – Credit Card Dispute Operations

Wipro Ltd.

Jul 2019 - Sep 2020 (1 year 2 months)

Managed and processed incoming credit card dispute cases and supporting documents received via fax and email for Capital One Bank. Accessed internal platforms securely through Citrix and used ERM to store and verify documentation. Investigated disputed transactions using TSYS and ensured regulatory compliance.