Sivasubham Ramoo
@sivasubhamramoo
Senior Technical Support Engineer specializing in Microsoft Teams Voice, VoIP, and enterprise unified communications.
MalaysiaWhat I'm looking for
I’m a Senior Technical Support Engineer with 14+ years of experience supporting enterprise customers and mission-critical systems. I focus on Unified Communications, Microsoft Teams, Voice, VoIP, and PSTN troubleshooting, owning Tier 2–3 incidents, escalations, and SLAs.
In 24/7 shift-based environments, I deliver remote technical assistance, support deployments and go-live activities, and collaborate closely with Microsoft, voice engineering, network operations, product, engineering, and third-party telecom providers. I’m known for clear communication, structured troubleshooting, and customer-focused resolution.
My work is grounded in deep technical analysis and root-cause investigation using system logs, SIP traces, and monitoring tools. I investigate call quality, call routing, audio issues, connectivity problems involving telco carriers, SBCs, SIP signaling, and PSTN integrations, including Teams Voice environments like voice routing policies, number assignment, and Direct Routing.
I also bring team leadership and operational discipline: I’ve supervised and mentored support engineers, coordinated Tier 3 escalations, and maintained strong documentation and knowledge sharing to improve service quality. I’ve even designed automated email notifications for service failures and warning conditions, and earned a Top Performer Award for consistent service excellence.
Experience
Work history, roles, and key accomplishments
Technical Support Consultant (UC)
LoopUp
Jan 2022 - Jan 2025 (3 years)
Provided Tier 2 technical support for enterprise customers using Unified Communications and Microsoft Teams collaboration and Teams Voice solutions. Troubleshot Teams, Teams Calling, Direct Routing, VoIP, PSTN, and conferencing/web meeting issues, performing log/SIP trace analysis and coordinating Tier 2–3 escalations within SLAs in a 24/7 environment.
Tier 2 Product Support Technician
PGi
Jan 2019 - Jan 2022 (3 years)
Provided Tier 2 product support for enterprise conferencing and collaboration platforms, handling audio integration and VoIP/PSTN audio meeting issues. Conducted root cause analysis using SUMO Logic and OpenSearch, managed Tier 2 incidents to SLAs, and coordinated Tier 3 escalations with internal teams and third-party providers.
Senior Technical Support Supervisor
Jade Entertainment and Gaming Technologies
Jan 2016 - Jan 2019 (3 years)
Provided onsite and remote technical support for casino gaming systems supporting daily 24/7 casino operations, including system availability and downtime reduction. Supervised a team of 6 engineers and led incident management, escalations, deployments/go-live activities, preventive maintenance, and vendor coordination to meet tight SLAs.
IT Lead / IT Support Executive
Semua Shipping Sdn Bhd
Jan 2015 - Jan 2016 (1 year)
Provided end-to-end IT support for in-house employees and vessel crew across office and remote maritime operations. Monitored data center health (servers, network infrastructure, backups, storage, antivirus), administered Active Directory, DNS, DHCP, email and user accounts, supported network/security components, and coordinated vendor issue resolution while maintaining documentation for continuit
Supported ViewsCast IT infrastructure and global operations for online data processing platforms, including IVR and SMS systems. Administered and monitored servers and services (including Active Directory, SQL Server, web/reporting/database servers, and VoIP services), performed log analysis and event tracking, managed installations/upgrades/licensing, and supported deployments with basic vulnerab
Provided technical and operational support for ATM and cash deposit machine operations for Standard Chartered Bank. Monitored real-time machine status, analyzed alerts/faults, coordinated onsite engineer dispatch, managed incidents according to SLAs, and produced daily incident and maintenance reports.
Senior Customer Support Technician
Fujixerox
Jan 2008 - Jan 2011 (3 years)
Provided onsite technical support for Fuji Xerox multifunction printers, including installation, configuration, testing, and troubleshooting. Managed printer network connectivity and user access, performed preventive maintenance, and supported service requests with incident reporting and monthly meter readings.
National Service Participant
PLKN
Jan 2007 - Jan 2007 (0 months)
Completed Malaysia National Service Training Programme (PLKN), developing discipline, teamwork, leadership, and civic responsibility within a structured environment.
Education
Degrees, certifications, and relevant coursework
Asia e University
Bachelor of Information & Communication Technology, Information & Communication Technology
Earned a Bachelor of Information & Communication Technology (2012).
Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Job categories
Skills
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