PROFESSIONAL PROFILE:

• UC Professional with over 10 years of Networking and Telecommunication expertise in Consulting, Designing, Deploying, and Optimizing Unified Communications (UC) Clusters, Cloud and Data Networks.
• Expertise supporting UC infrastructures of Banking enterprises, Government and Insurance entities.
• Specialized in Designing, Configuring and Maintaining UC Clusters Integrated with UCCX/UCCE/ICM/CVP, NICE/WFM/QM, VIM, and Verint Contact Center Intelligent recording and Workforce Optimization and Management, Clusters Monitoring, Security mitigation and DRS/DRP Preps and planning.
• Ability to understand and utilize emerging new technologies related to Unified Collaborations, Cloud Solutions and Migration.
• Accomplished Project Team Leader and Subject Matter Expert
• Proactively learned and utilized new technologies, concepts and procedures as necessary based upon project requirements.
• Ability to communicate at all levels of an organization from Users to senior management about both business Infrastructure and platform needs, Excellent project management, project scoping, troubleshooting, problem resolution, documentation, and customer management skills
• Presented and explained Unified Communications and Cloud Technologies to enterprise and State agencies. Guided them through requirements gathering and Formulated a solution consisting of hardware, software, RFP, SOW, BOM, Business Call flow, Telecom Circuits, licensing requirements, other Voice/Data/ Cloud Infrastructure requirements and services
• Expertise in technical documentations(System Design Docs - SSD), Low Level Design-LLD and HLD…and more)
• Developed and implemented standards, procedures, and processes for the UC cluster.
• Maintained highly available voice/data network environment by identifying network requirements, researching solutions, mitigating security risk by upgrading and patching Data Center and Server Clusters from hardware vulnerability and ensuring Industry compliance, Cluster Health Checks, maintenance and Network Optimizations.
• Effectively deployed, configured and maintaining Enterprise Contact Center and IP Cluster consisting CUCMs, Unity, CUPS, Gateways, SIP Trunks, and IPIVR/UCCX/UCCE, and other unified messaging solutions and services.
• Managing and Supporting Enterprise and Contact Center infrastructure with Gateways capacity planning, Business call flow, Scripting, IPIVR/UCCX/Finesse/CAD/CSQ/QM/WFM/SQL DB, Call recording, QM, WFM, Contact Center’s CUIC Reporting and Analytics
• Focused, ability to perform effectively under tight deadlines with multiple competing priorities.
• Acted as the Operations technical lead in communicating project readiness and identifying risks.
• Participated in strategic consultations, site assessments, solutions architecture, DR Planning and review.
• Prepared Technical documents and, Contributed to internal Knowledge SharePoint.

TECHNICAL SKILLS:

Cisco VOIP: H323/SIP/MGCP/ SIP trunk, Gatekeepers, SRST, QoS, Cisco IP Telephony, CME, CUCM (6/7/8/9/10.5/11.6 ) Unity, Unity Connection, UCCX, UCCE (ICM, Loggers, Routers, HDS, PGs) IPIVR/CVP, Scripting, Business Call flow, Call handler, SQL DB, CTIOS,, Presence, Call Routing, Translation Routing, Device Mobility, Call Recording, Finesse and CUIC Reporting

Telecom: Voice Gateway: 38xx, 37xx, 26xx, 28xx,29XX, 39XX SIP, T1/E1, ISDN, PRI, MPLS Cloud, Frame Relay Cloud, Cisco, Avaya-IP office, and Nortel PBX

Security: ASA firewall,Checkpoint, Access Lists, SSH, Routing Filters, Route Maps, Content filtering

Networking Environments Protocols/ Management Tools: RTMT/SNMP/Syslogs/Solarwind/CiscoWorks,Wireshark, Routing Protocol (BGP4, OSPF, EIGRP, IGRP, RIP, IS-IS, ), Routed Protocol (TCP/IP), WAN/LAN/WLAN/GPRS/GSM/EDGE, VPN, DHCP, Firewall, DNS, TFTP, traffic filters using Standard and Extended access-lists, Distribute-Lists, and Route Maps, Traffic Shaping, COS, QOS, and tuning network for optimum convergence and load balancing

Cisco Router/Switch: Catalyst Switches: L2/L3, Branch ISR-Core & Edge routers: performance tuning: VTP, STP, PVRST+, HSRP, VRRP, GLBP, GRE tunneling( IPV4 and IPV6), and ISP MPLS Cloud

OS/Servers: ESX Servers/Linux/ Unix/XP/7/NT/ 2000/2003/2008 BES/MS-Exchange/Microsoft365 and Skype

Software: Cisco IOS/VMware, Microsoft Office/Tools/Project/Visio, CRM, Incident Tracking, Remedy and Service Now, Enterprise Backup and Data RecoveryTools, Enterprise-File management software, Security software, Skype for business, Microsoft Lync, Jabber and IP Communicator, QM/WFM/NICE/VIM/Verint-Intelligent Recording

Hardware: Virtualization/ESX5.1/5.5/6.0/UCS/HP/ Dell / IBM Hardware/ Telecom Platforms, Cisco UCS240/260 /HP/IBM

Databases: Aurora SQL, DB2, MS-Access and UCCX Scripting, HRIC/CUIC Contact Center Reporting

PROFESSIONAL EXPERIENCE:

Cisco Contact Center Engineer

Confidential

Responsibilities:

• Developed technical roadmap for the overall solution including high level design, SOW, BOM
• Act as the technical authority for assessment and approval of specifications for solution construction or change
• Documented and Implemented change controls and emergency change controls. opened, managed, and took ownership of Cisco TAC cases to resolution, Created processes documentation and apply those processes as needed
• Provide support whenever needed for customers, including nights and weekends. Trace and capture logs from CVP, Call Manager, IOS and other UCCE devices to troubleshoot and assist in troubleshooting issues.
• Manage tier 3 queues to ensure issues are worked as quickly as possible. Support and assist architects with design and critical issues.
• Set tracing and debug levels appropriately to minimize performance impact and maximize information available for troubleshooting. Provide guidance and mentor-ship for tier 1 and 2 team members. Maintain IOS configurations including descriptions and circuit IDs. Deploy and install new servers and routers.
• Develop and oversee the adherence to maintenance and performance standards of data, voice or video network hardware and systems.
• Troubleshoot highly complex data, voice or video network and hardware problems.
• Perform capacity planning through the ongoing monitoring, alerting, and reporting of resource utilization levels and errors in the environment using a variety of tools and processes.
• Implemented and maintained collaboration security best practices by assessing current threats, vulnerabilities, risks and associated technical countermeasures.
• Build, maintain, and audit all voice network related documentation as it relates to configuration, processes, service records, asset inventories, topologies, administration manuals, job instructions, support contacts, etc.
• Developed Unified Communication strategies, Plan, design, and optimize high level voice, video and network solutions.
• Performed network readiness and collaboration assessments, Performed analysis & trending of utilization and growth providing a proactive design based on the demands of the business.
• Translated business requirements into telephony or process designs, Plan and recommend collaboration solutions, Assisted in the planning & designing of the IP voice network.
• Analyzed technical needs, requirements, and state of the network’s infrastructure design, integration, and operations.
• Provided knowledge transfer and detailed design/operational documentation to clients.
• Designed and supported global scale collaboration solutions.

Contact Center Engineer

Confidential

Responsibilities:

• Configured and deployed Cisco Communications Manager, Cisco Unity Connection, Cisco Prime Provisioning, Unified Contact Center Express and other UC Enterprise applications with 20000 endpoints.
• Presented and Engaged State agencies and internal team and guide them through requirements gathering and formulate a solution consisting of hardware, software, RFP, BOM, Business Call flow, Telecom Circuits, licensing requirements, other Voice/Data Infrastructure and engineering services
• Led the Team in IPT Plan, Move, and Migration and IPT deployment of New/Upgraded UC Clusters.
• Configured UC services, applications, end point devices and other aspects of the UC systems.
• Designed Contact Center Call Flow, Agents Skills/Group and CSQ building, and Deployed High Availability Contact Center for State Agency
• Provisioned Unity Connection servers and cases with call handlers and Unified Contact Center Business call flow.
• Provided detailed reports and communications to the project management team regarding the design, deployment, and operational status of the Unified Communications deployment, Site Cuts and project status.
• Developed and maintained detailed network Visio drawings as-built documents LLD, HLD, KBs and other required documentations on internal share point
• As subject matter expert prepared and provided technical and end-user to sites and Operation Team.
• Implemented Cisco UCS servers, Cisco Voice Gateways and other infrastructure required to implement Cisco UC or Contact Center 10.5
• Provided to operations in maintaining highly available voice/data network environment with proactive measures and preventive actions tools by Health/Performance Monitoring, upgrading, patching, and keeping the clusters and all its member servers and Gateways in compliance and up to date to minimize incidents and downtime.
• Took ownership of cases/tickets/incidents assigned by Service Desk related to Contact Center, network connectivity, Endpoints, Voice Gateways/T1/Telco, IP Telephony network, Applications and Reporting issues.
• Collaborated and worked with vendors (Cisco TACs) to identify issues/bugs/ and patches to prevent any future downtime and determined proper resolution and fix.
• Recommending Solutions, Capacity Planning, Scalability, Redundancy, DR Planning and DR Planning readiness.
• Provided Knowledge Transfer Sessions to operations team, provided LLD/HLD and Technical Updates.

Cisco Voice Specialist

Confidential

Responsibilities:

• Designed, Build and Supported enterprise IP telephony solutions based on Cisco Unified technology.
• Successfully deployed, upgraded, managed and maintained Enterprise Contact Centers and Cisco Unified Communications Clusters comprising CUCMs, Cisco Unity, CUPS, Contact Center-ICM, UCCX/UCCE, IPIVR/CVP, Finesse, CTIOS CAD, PGs, Call recording servers, Quality and Work Force Management Servers, CUIC, Contact Center Reporting and Historical Reporting Tools etc...
• Participate in deployment of Cisco IP Telephony Enterprise Network between CUCM (8.6) Clusters for Remote Sites running Survivable Remote Site Telephony (SRST/CME) Functionality and 10000+ IP Phones.
• Engaged with multi-site Integration of Cisco Call Manager with UCCX, CUE, CUC and Active Directory (LDAP).
• Use multiple traces/RTMT Tools from CUCM and debugs to analyze and determine the root cause/resolutions.
• Maintaining highly available voice/data network environment with proactive measures and preventive actions tools by Health/Performance Monitoring Automation, upgrading, Patching, and keeping the clusters and all its member servers, Gateways in compliance and uptodate to minimize incidents and downtime.
• Taking ownership of cases/tickets/incidents assigned by Service Desk related to Contact Center, network connectivity, Endpoints, Voice Gateways/T1/Telco, IP Telephony network, Applications and Reporting issues.
• Collaborating and working with vendors (Cisco TACs) to identify issues/bugs/ and patches to prevent any future downtime and determined proper resolution and fix.
• Logged, tracked and updated issues and cases into Remedy and Service Now Tracking Tool.
• Develop technical documents for Health Monitoring and Clusters Servers Performance and Sanity Checks.
• Provided Knowledge Transfer Session to operation team, provided and Created Documentations.

Network Engineer

Confidential

Responsibilities:

• Installed/upgraded/Patched firmware for new phones, Network appliances and Server hardware
• Implemented and followed High Level Design (HLD) for detailed cabling and telecom Works.
• Maintained Production Network Visio LLD, All deployment Changes are reflected in LLD and in configs.
• Experienced configuring and troubleshooting wireless controllers and access points
• Network mapping, backup logs, users account/policy, passwords, processes, and service record
• Logged, tracked and updated issues and cases into Remedy and other CRM tools
• Recommending Solutions, Capacity Planning, Scalability, Redundancy, DR Planning and DR Planning readiness.
• Provided, updated and participated in weekly L2/L3 meeting, Working with Cisco and Other Vendors
• Provisioned and troubleshoot HLR, VLR, SGSN/GGSN registrations, and IP address assignment, DHCP services, Domestic/Roaming GSM/GPRS, Wi-Fi, Voice Mail and other Voice features.
• Through understanding of call center environment including call routing algorithms in ACD system.
• Maintain all aspects of the Data Center and customers’ network and security infrastructure integrity and consistency, including virtual and hybrid platforms.
• Created and maintained documentation, and Visio topology diagrams for Managed Infrastructure Services
• Prepared, Presented, and shared proposals and solution documentations to the Management Team
• Effective communication strategies to ensure compliance with all partners and within established policies and protocols.