Ritika Chopra

Leading a 40-member global team across L1–L3 tiers, I manage the delivery of complex Unified Communications (UC) support services for 240+ Cisco customers. I ensure operational excellence through robust process governance, automation, and people development.

🔧 Key Contributions:
Spearheaded end-to-end management of Cisco UC services across CUCM, CUC, Webex, Unity, CUPS, and Microsoft Teams enviro

Spearheading the management of a 40-member team of Cisco Voice Engineers (T1/T2/T3) to ensure seamless delivery of Unified Communication (UC) solutions to 240+ global clients. Leading process harmonization between Dedicated Instance and WxCCE teams by curating and executing robust training and cross-skilling roadmaps. Developing and embedding standardized SOPs, runbooks, and knowledge-sharing fram

Key Contributions:
Delivered Tier 2/3 support across CUCM, Unity, Jabber, SIP, and CUPS technologies with a strong focus on minimizing customer downtime.

Filed product bugs, led Root Cause Analysis (RCA) sessions, and collaborated with carriers (Verizon, AT&T) to expedite issue closures.

Created comprehensive documentation and knowledge articles, improving ticket resolution consistency.

Mentore

Provided L2/L3 support for Cisco UC technologies including CUCM, Unity, Jabber, SIP, and CUPS across diverse, enterprise-scale customer environments, ensuring minimal service disruptions and high availability. Drove end-to-end incident resolution by filing critical bugs, conducting detailed Root Cause Analysis (RCA), and collaborating with telecom carriers like Verizon and AT&T to expedite issue c

Delivered support for enterprise video collaboration environments. Performed diagnostics, troubleshooting, and service restoration activities. Worked with global teams to maintain SLA compliance.

Provided end-to-end technical assistance to global enterprise clients for Cisco TelePresence endpoints, ensuring seamless video conferencing experiences and minimal service disruption. Utilized tools such as RTMT to identify and troubleshoot system-level faults, driving swift issue resolution through precise log analysis and diagnostics. Partnered with globally distributed technical teams to coord

Project : CISCO TAC
Client : CISCO
Technology: CISCO Tandberg

Working as Cisco TAC engineer for Cisco Telepresence and Tandberg endpoints.

Expert Skills: CCNA video

Configuration,troubleshooting and maintenance of Cisco Tandberg devices including C series, MXP, desktop EX90/60, MX series, quickset C20/SX20 and software version like Cisco jabber client.

Configuration and troubleshoo

Pursued a Bachelor of Technology in Information Technology from 2007 to 2011.