SUMMARY:

• 8+ of experience in designing and configuration of Cisco Unified Communication Manager (CUCM), Cisco Unity Connection, Cisco IM & Presence, Cisco Contact Center Expressway, Cisco Emergency Responder (CER) and Attendant Console, Cisco 7900 series IP Phones, CUCME, CUE, Cisco Unified Attendant Console (Cisco UAC), Voice Gateways, PSTN connectivity, TDM to IP integration and migration.
• Management of the PBX like configuration and support of call center queues, Interactive Attendant, remote users, and network users for the entire organization.
• Robust knowledge and working on CUCM Clusters, CME, Gatekeeper, and CUBE Gateway functions& working experience on Cisco Contact Center (UCC) Technologies like ACD, IVR and CTI applications.
• Enhanced level experience in working with Cisco Routers and Catalyst Switches using 3750, 3850, 2960X, 2960XR, 4500, 6500, 8500, 9300, 9500; Nexus 9k, Nexus 5k, Nexus 2k, GSR 12k & ASR 9k series routers, Brocade VDX, ICX 6610, 6450 switches and MLXe series routers.
• Hands on experience with Microsoft Exchange server 2010, 2013 & O365 Exchange Online, Lync server 2010, 2013 & O365 Lync Online.
• Hands - on experience working on VoIP Protocols: SIP, H.323, SCCP, RTP, MGCP, PRI, PSTN, SIP Trunking, SRST Fallback and Analog (FXS/FXO) Voice Protocols, Routing Protocol (OSPF, EIGRP, IGRP, and RIP), Transport Layer Protocols (TCP, UDP) and IP Sub-netting.
• Expertise with multi-platform contact centers (UCCE, PCCE, UCCX, IPIVR) and VMware virtualization systems (ESXi).
• Experienced on Genesys and Oracle SBC network design, configuration, support and maintenance.
• Hands-on experience with CUCM 9.1/10/10.5/11/11.5 , Unity Connections 10/10.5/11.x, Cisco IM & Presence 10/10.5/11.5 , Cisco Contact Center Express 9/10/10.5/11/11.6 , Cisco CVP 10/10.5, Cisco IP Phones 3900 series, 6900 series, 7800 and 8800 series IP phones, Cisco 2900,3900 and 3900E series routers, Cisco VG Series gateways VG204XM, VG310, VG350, etc.,
• Hands-on experience with installing and maintaining IT services such as Active Directory (AD), DNS and DHCP, Site Replication, NAT and VMware ESXi.

TECHNICAL SKILLS:

Windows Servers: 2008/2010/2012 R2/2016, Windows MS-Office.

Operating Systems: Microsoft XP/Vista/7/8/10, Mac OS X, UNIX, LINUX (Fedora, CentOS, RHEL)

Cisco Routers: Cisco GSR 12416, Cisco 4000, Cisco 3640, Cisco 3600, Cisco 2900, Cisco 3900

Cisco Switches: Cisco 2960, Cisco 3560, Cisco 3750, Cisco 4500, Cisco 6500 Series

PROFESSIONAL EXPERIENCE:

Confidential

Voice/VOIP Engineer

Responsibilities:

• Designed and implemented Cisco VoIP infrastructure for a large enterprise and multi-unit office environment. Met aggressive schedule to ensure a Multi-office reconfiguration project, which was successfully delivered.
• Provisioning of phone and user profiles, speed dials, name changes with CUCM, and voicemail on Cisco Unity Connection (CUC).
• Collaborated with team on configuring and monitoring Cisco UCS servers utilizing UCS Manager tools.
• Successfully deployed the Cisco Ingress Gateways for Cisco CVP integration for call flow enabling call queue and collect features.
• Successfully performed migration from Avaya Blue to Avaya Red Enterprise Solutions and involved in deploying and maintaining Avaya monitoring tools like Avaya Aura and Avaya Session Manager.
• Successfully updated the latest release patches enabling SIP on Nortel Meridian (Avaya) Enterprise PBX.
• Deployed Symposium Call center Server and Meridian Mail for voice-mail integrating with Meridian Option 1 81C as per the customer requirements.
• Successfully integrated CallPilot Unified Messaging for deploying the instant messaging services to the end users.
• Worked on Cisco VCS control basic configuration including registration of Video endpoints on VCS and VCS to CUCM trunking.
• Monitoring of Polycom Video Endpoints (HDX 7000, 8000) and conference call management using RMX 2000 Conference Manager.

Confidential, Middletown, Nj

Contact Center Consultant

Responsibilities:

• Handled migration from analog phone system ( Confidential &T Centrex and Nortel systems) to Cisco UC Solutions.
• Successfully deployed Cisco UCS C240 M5 server and configured and monitored traffic and applications data utilizing UCS Performance Manager.
• Deployed and configured Cisco Integrated Management Controller (IMC) Supervisor to manage and maintain Cisco UCS server cluster.
• Successfully performed the Migration and provided on-site FDOS for departments, including Emergency Services, CDU, etc.
• Collaborated with teams in deploying Cisco Emergency Responder and voice-gateways for analog lines for a five-nine redundancy.
• Successfully built UUCX Configuration scripts and involved in developing deploying and maintaining CUUCX and ICM.
• Worked on Cisco UCM (Call Manager), Voice Gateways, Cisco Unity Connection, Cisco IP Phones 3905, 7841, 8841, 8851, etc. building, deploying and troubleshooting registering etc., issues.
• Extensively worked on station review, staging and migration process involving Phone Imports, Dial plan/Speed Dials set-up, Troubleshooting Cisco IP Phones not-registering/invalid IP issues, tec.
• Collaborated with team on developing the User data (Phone Number, User Name, Data Ports, etc.) documentations using Microsoft Office Excel and station review.
• Managing voice/data circuit inventory, low voltage cabling comprising of 33 locations, including MPLS circuits, PRI, ISDN, DSL, Interactive Voice Response (IVR), Automated Call Distribution (ACD), Call Accounting Systems, Verbal Call recording system for call Center and Voice Mail Systems.
• Provided 2nd line Support related to voice problems for the whole telecom network, as well as identifies, troubleshoots, and resolves voice interconnections (VoIP & TDM) issues and coordinates with the appropriate group including customers, vendors, and staff.
• Experienced in working with Cisco Unified Communications (CUC), Cisco Unity Express (CUE), Cisco Unified Attendant Console (Cisco UAC) and Cisco Unified Border Element (CUBE).

Confidential

Cisco Voice/VOIP Engineer

Responsibilities:

• Installed CUCM 8.x Publisher, joined new Subscribers to the Cluster and integrated with existing cluster using SIP trunks for inter-cluster calling.
• Handling Tier-1 issues related to CUCM with versions extending up to 10.x, Cisco Unity Connection, CUCME, CUE, UCCX and Cisco Telepresence.
• Experienced with deployment and migration of Microsoft Lync server and Skype server.
• Successfully deployed and configured Cisco Unified CCX (UCCX) and thereby improved customer satisfaction and loyalty with comprehensive contact management for the client.
• Successfully migrated clients firm from Nortel Contivity VPN connectors to Cisco Meraki VPN setup.
• Responsible for service request tickets generated by the helpdesk in all phases such as troubleshooting, maintenance, upgrades, patches and fixes with all around technical support.
• Implemented Unity Voicemail on the Cisco Unity Express Network Module and configured dial-peer on the Cisco 2811 ISR to define the attributes of the packet voice network connection to the Cisco Unity Express Network Module.
• Handled SRST and Analog (FXS/FXO) Voice Protocols and implemented and configured the Gateways, Voice Gateways.
• Hands on experience in configuring Cisco Voice Gateways, Cisco Unity Connection (CUC), Cisco Unity Express (CUE), Cisco Unified Attendant Console (Cisco UAC).
• Configured STP for switching loop prevention and VLANs for Data and Voice along with Configuring port security for users connecting to the switches.

Confidential, AL

Network Engineer

Responsibilities

• Involved in L2/L3 Switching Technology Administration including creating and managing VLANs, inter-VLAN routing, Trunking, STP, RSTP, Port Security, LAN security, port aggregation & link negotiation.
• Worked on Cisco 6509 and 4507 series switches for LAN requirements that include managing VLANs, Port Security and troubleshooting LAN issues.
• Configured Access List ACLs to allow users all over the company to access different applications and blocking others.
• Involved in the redistribution into OSPF on the core ASA firewall.
• Installed and configured DNS and DHCP server.
• Involved in troubleshooting of DHCP and other IP conflict problems.
• Coordinated with LAN/WAN engineers to develop and implement various security policies.
• Defined policies, NAT and anti-spoofing for internal, external networks as well as Internet gateways.
• Responsible for Checkpoint and Cisco ASA firewall administration across global networks.
• Supporting EIGRP and BGP based network by resolving level 2 &3 problems of internal teams & external customers of all locations.
• Involved in the modification and removal (wherever necessary) of BGP from the MPLS routers.
• Also, prepared documentation for various VLANS and Voice sub networks and worked on Visio for the same.