SUMMARY

• Certified Cisco professional with expertise in implementation, integration, maintenance and troubleshooting of Cisco infrastructure.
• Hands on experience in managing and troubleshooting Cisco IP Telephony including Cisco Call Manager, Unity Connection, UCCX, H.323/MGCP, SIP and dial plan problems.
• Worked with key stake holders and designed and implemented collaboration solutions
• Maintained vendor relationships to accomplish efficient problem resolution
• Excellent customer facing skills including oral and written communication
• Ability to work independently or as a member of a team managing multiple projects or resources and discerning workload priorities.
• Working knowledge of Virtualization (VMWare)

TECHNICAL SKILLS

IP Telephony: Call Manager (7.x,8.x,9.x,10, x.11.x), VMWare Unity Connection (8.x,9.x,10.x, 11.x), UCCX (8.x,9.x,10.x, 11.x), Cisco Telepresence endpoints (SX10, SX20, SX80, WebEx Room Kit, etc.)CER, BE6K, BE7K, Cisco CUBE, CUCME, CUE, Calabrio AQM, CallRex, CUAC, NICE,Cisco IOS 28XX, 29XX, 39XX, 44XXSIP Trunks, H323, MGCP, SCCP, Asterisk, T1/E1 PRI,Jabber, Expressway, TMS, TMS - XE

Networking: DNS, DHCP, RIP, EIGPR, NAT, VLANs, STP, Cisco IOS, Wireshark, Cisco 6800, 4500, 9300, 3500 and 3700 switches, 2800, 3800, 4300 ISR routers

PROFESSIONAL EXPERIENCE

UC Support Engineer

Confidential

Responsibilities:

• Unified Communications - CUCM, Attendant Console, Gateways, CUBEs
• Customer Collaboration - Cisco Unified Contact Center Express
• Messaging - Cisco Unity Connection (Unified Messaging) and Jabber
• Communications Gateways - Cisco Expressway and Video Communication Server
• Cisco Telepresence and Polycom video endpoints
• Participate in IT service management processes, including incident, problem and change management, and service request fulfillment
• Maintain accurate detailed diagrams, hardware/software inventory, and operational documentation for Enterprise UC
• Diagnose, troubleshoot and resolve hardware/software problems, identify root cause of UC service performance problems in UC applications, take proactive measures to reduce impact and risk of reoccurrence
• Technical support in major incidents affecting the Unified Communications environment; identification of the underlying root cause, remediation activities; initiate Cisco TAC cases and work with TAC engineers to resolution
• Partner and work with 3rd party teams and vendors for service enhancements.
• Provide on call support for UC infrastructure and be available as required to support UC infrastructure
• Participate in UC disaster recovery activities
• Integrated Cisco UCM with third party applications, including Trading Room, Nuance and call recording software (NICE and QMS)
• Worked with Cisco licensing to resolve priority issues
• Assisted junior staff whenever required and trained newly hired staff and co-ops to handle various operations as part of the UC team
• Upgraded client Voice networks as part of Code Review recommendations.
• Provide on call support for afterhours and weekends as required

Voice Support Analyst

Confidential

Responsibilities:

• Provided escalation support and technical consulting for enterprise clients
• Worked with various vendors and Confidential and lead to problem resolution
• Participate in route cause analysis (RCA) as requested by the customer
• Developed network test plans, performed testing in labs, and identified technical and operational issues to management.
• Helping staff across different levels ranging from IT Analysts to Senior managers of existing and future customers
• Analyzed customers voice networks monthly to address operational issues and suggest possible enhancements and fixes
• Update procedures for the UC team and create MOPs as required
• Provided Code/Peer Reviews and recommendations for clients whenever required.
• Send out advisory notifications for bugs and defects identified by Cisco
• Troubleshoot issues related to different voice gateways: H323, MGCP and SIP
• Assist customers with 3rd party products such as NICE, Nuance and CallRex from Enghouse

IP Telephony Technician

Confidential

Responsibilities:

• Part of team to implement and maintain Enterprise VoIP Network for voice between sites.
• Perform standard Move, Adds, Changes and deletes
• Implemented Access Control, SRST, AAR and PSTN Fallback.
• Integrated Cisco Unity, CUE with Communication Manager.
• Integration and enabling Presence for CUCM users.
• Executed several implementations of Cisco Call Manager Express and Unity Express.
• Configured and integrated Voice gateways with Communication Manager.
• Troubleshoot issue related to call flow, CUBE, voice gateways

Technical Analyst, Telecoms & Networks

Confidential

Responsibilities:

• Building the IP Telephony sites for new HSBC Retail branches on Cisco Unified Communications Manager/ Call Manager.
• Configuration of IP phones and ATAs on Cisco Unified Communication Manager, creating voicemail profiles.
• Deployment of IP telephony for retail branches and ad hoc telephony support for head offices of HSBC across the UK and Hong Kong region.
• Configuring Features and Services such as pickup and hunt groups, Extension mobility profiles, Cisco IP communicator Profiles.
• Liaising with onsite engineers from Dimension Data during installation and testing.
• Work closely with NOC team to make sure that network and Telephony services are working efficiently.
• Liaising with British Telecom and Cable & Wireless during provisioning of Data and Telephony lines.
• Bulk addition of IP phones in case of new Branches with the help of Bulk Administration Tool.
• Troubleshoot issues related to Cisco IP phones and Branch Network issues escalated by Service Desk.
• Educating Service Desk team about first call resolution in order to avoid unnecessary logging of fault tickets for the issue which could be resolved by assisting the user over the phones.

Service Desk Analyst

Confidential

Responsibilities:

• Handled more than 40 Support calls a day for Service Desk for HSBC North America
• Handled access management, desktop and application support calls with a rate of 75% First Call Resolution within stipulated SLA.
• Liaised with external IT vendor for replacement of IT equipment such as Desktops and other computer peripherals.
• Effectively utilized Global Service Desk Ticketing tool logging and documenting the issues.
• Trained the team with best practices and quick fixes which resulted in increased First call Resolution rate by 15%
• Initiated crisis calls with the senior on shore colleagues in case of an outage.