Pushpa Pothineni
Gilbert
Summary
Over 8 years of experience in Information Technology, with 7+ years of hands-on expertise in Windows, Database, and Telephony environments. Proficient in Windows operating systems, Active Directory, Windows security, and enterprise application administration. Skilled in troubleshooting Windows Servers, virtual machines, telephony switches, web applications, and SQL Servers. Experienced in networking and messaging technologies including TCP/IP, DNS, DHCP, SMTP, and LDAP. Hands-on experience in telecom systems (CTI, PBX, VoIP) and related communication protocols. Hands-on expertise with Verint software including patch installation, support, and administration. Proficient in using diagnostic and troubleshooting tools such as Wireshark and network testers. Strong written and verbal communication skills; experienced in documenting technical issues and creating knowledge base articles. Familiar with contact center operations, technologies, and tools. Recognized for customer service excellence, conflict resolution, and analytical problem-solving. Acted as a Subject Matter Expert (SME) by mentoring team members and assisting them in achieving performance goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Product Support Engineer
Verint Systems Inc
02.2020 - 06.2023
- Configured and associated servers in V15.x Enterprise Manager as per customer requirements.
- Integrated adapters in EM, serving as intermediaries between the database, Enterprise, and third-party applications.
- Enabled SSL between servers to ensure secure data transmission over the network.
- Deployed WFO, hotfixes, and security patches to protect servers against vulnerabilities.
- Audited client servers regularly to ensure all functionality operated correctly.
- Troubleshoot and resolved call recording, quality monitoring, archiving, and speech analytics issues.
- Managed voice operations, VoIP call recording, confidential systems, and hardware/software platforms.
- Analyzed, troubleshot, and planned strategies, upgrades, and requirements to resolve issues.
- Addressed system alerts as part of daily activities.
- Troubleshoot Windows servers, VMs, telephony switches, web, and SQL servers.
- Worked with networking and messaging technologies, including Active Directory, TCP/IP, DNS, DHCP, SMTP, and LDAP.
- Met critical deadlines, SLAs, and documentation requirements while delivering consistent, high-quality work within timelines.
IT Operations Associate
Accenture
01.2017 - 12.2019
- Provided global support through calls, chat, and remote sessions.
- Provided hands-on support in granting shared folder access to Enterprise IDs.
- AD User accounts creation/Deletions.
- Troubleshoot VPN issues, Office 365, Software installation, Symantec Anti-virus, and Compliance related issues.
- Virus Protection Software Installations (Symantec).
- Ensured critical Sev1, Sev2 system issues, work requests were effectively communicated to the proper levels and interfacing teams on a timely basis for resolution.
- Troubleshoot connectivity issues, network traces, group policy and windows patch updates.
- Have played the role as an SME by assisting people in achieving their targets.
- Day-to-day work status reporting to IT Manager.
Systems Engineer
Hinduja Global Solutions
08.2015 - 08.2016
- Provided L1/L2 IT support through calls, chat, and remote sessions for global users.
- Documented incidents, resolutions, and prepared daily/weekly IT operations reports.
- Collaborated with cross-functional teams to resolve service requests within defined SLAs.
- Assisted in auditing systems and performing routine health checks to maintain up-time and performance.
- Troubleshoot & support to existing clients on their basic technical issues.
- Monitored system alerts and escalated critical issues to senior engineers when required.
- Installed, configured, and updated applications, antivirus (e.g., Symantec), and system patches.
Education
Bachelors - Electronics & Computerization
JNTUA
Skills
- Expertise in SIP and H323 protocols
- Proficient in SBC methodologies
- Proficient in network protocols
- Proficient in managing CUCM systems,Avaya,CISCO
- Voice over IP expertise
- Network services management
- Windows server administration
- IIS server management
- Proficient in AWS Connect
- Skilled in MS SQL Server management
- Software as a Service knowledge
- Patch installation,Software upgrades, monitoring tools
Certification
- Microsoft Certified Professional (MCP)
- VMware Trained Professional
- AWS Cloud Practitioner Essentials – Certified
- Microsoft Azure DevOps Solutions – Certified
- ITIL Foundation – Completed
- CCNA certified
Languages
English
Full Professional
Timeline
Product Support Engineer
Verint Systems Inc
02.2020 - 06.2023
IT Operations Associate
Accenture
01.2017 - 12.2019
Systems Engineer
Hinduja Global Solutions
08.2015 - 08.2016
Bachelors - Electronics & Computerization
JNTUA