SUMMARY

• Experienced in development, implementation, troubleshooting and maintenance of medium to large scale VoIP, LAN/WAN Network infrastructures.
• Experience in Cisco Unified Call Manager, Unity Connection, Voice gateways, IM &Presence, Contact center express and VoIP related voice technologies.
• Experienced in Migrating Users from Legacy PBX (Avaya, Nortel, Asterisk) to Cisco.
• Worked on deployment of switches, routers, hubs.
• Experience with CUCM (6.X - 11.X), CUC (7.x - 10.x), UCCX, IM & Presence.
• Worked in configuring and troubleshooting of Cisco routers (7600, 7200, 3600, 2800, 2600, 2500, 1800, 1700 series), UC 520, 540, 560 and Cisco Catalyst switches.
• Knowledge in voice protocols like H.323, MGCP, SIP and SRST & SIP Trunks.
• Experience with LAN switching IP Addressing, Sub-netting, VLSM and adding VLANS, VTP, STP, RSTP over switch configuration.
• Knowledge of routing protocols like OSPF, EIGRP, IGRP, RIPv1&2.
• Highly experienced in communicating with customers and solving problems in a timely manner.
• Good sense of teamwork, integrity, aptitude to learn, and ability to put in sustained quality effort consistently.

TECHNICAL SKILLS

Cisco UC Software: Cisco Unified Communications Manager (6.X - 11.X), Unity Connection (7.x -10.x), Unified Contact Center Express (UCCX)

Voice protocols: H.323, SIP, MGCP, RTP, RTCP

VOIP Platform: UC500 series, Cisco IP phones, FXS/FXO,CME and CUE

Cisco Hardware: Cisco 7200, 3600, 2600, 2500, 2500, 2800, 3800, Catalyst Switches 6500, 4500, 3550, 2950

Networking: TCP/IP, LTP/UDP, RIP (V1, V2), EIGRP, OSPF, VTP, STP, RSTP, ICMP, DNS, DHCP, FTP, HTTP/S

Cisco Engineering Software: Wireshark, Real Time monitoring tool, Cisco Splunk, Putty, Secure CRT

Server Management: Active Directory, VMWare, TFTP, DHCP

PROFESSIONAL EXPERIENCE

Confidential, Culver city, CA

VOIP Engineer

Responsibilities:

• Lead point of contact for migration of sites from Avaya to Cisco for Confidential employees spread over the country.
• Experienced in working with priority/escalated tickets assigned using Service Now (SNOW) and meeting SLA deadlines.
• Provisioning Cisco devices using Akkadian Automation tool.
• Installed and configured Cisco IP Phone 8865, 8841,8832 conference phones, 8851,797x, 7937’s, 8945’s, Jabber.
• Worked on CUCM and CUC serviceability issues and performed troubleshooting on CUCM and CUC unity servers.
• Interacting with users directly and build Cisco services according to their requirements.
• Hand on experience on Cisco tools such as CUCM, CUC, IM&P, CER.
• Troubleshooting issues related to Telepresence Management Suite (TMS), Expressway, and Webex.
• Proficient in collecting logs and isolating the issue and work with Cisco TAC to find the root cause.
• Worked on projects related to Jabber, Mini Call Center for service desk, Hun pilots, call handlers.
• Worked with Avaya team to ensure proper call routing to Cisco.

Confidential, Bloomington, IL

VOIP Engineer

Responsibilities:

• Provisioning of Unified Communications assets including; phones, users, dial peers, skill groups, call types, profiles, voicemail, auto attendant, etc.
• Handled SRST, Voice Routing Protocols, QoS and Voice Gateways
• Installed and configured Cisco IP Phone 794x, 796x, 797x, 7937’s, 8945’s, UC integration for Microsoft Lync and IP communicators.
• Removing old configurations from legacy environments and migrating to Enterprise Deployment environment.
• Migrated Confidential Agent sites (around 20,000 Users) from Avaya, Nortel to cisco Unified communications.
• Provided support for CCLA user and worked day to day support tickets in HPSM before SLA.
• Building and configuring new profiles to align to new data center standards and Line of Business architecture.
• Utilizing automation tools to assist in the provisioning of devices.
• Loading data into a BAT tool (Bulk Administration Tool) and deploying the changes into the Enterprise Deployment environments.
• Using SBC (Session Border Controller).
• Setting up personal and group voicemail using CUC.
• Provided various levels of technical support and worked on various levels of Support Tickets.
• Troubleshooting Gateway (VG310)/Router issues.
• Integrated Cisco contact center Express (UCCX) with Cisco Unified Call Manager (CUCM 10.X - 11.X) using External Applications.
• Created Skill Sets, Agent profiles and provided agent desktop settings as per User level using External Applications

Confidential, Peoria, IL

VOIP Engineer

Responsibilities:

• Deploying a multisided IP Telephony Network with Cisco Unified Communications Manager (CUCM 10.5.2, 9.1.2), Cisco Unified Contact Center (UCCX 9.0.2) and Unity Connections (CUC 10.5.2, 9.1.2).
• Handled SRST, Voice Routing Protocols, QoS and Voice Gateways
• Installed and configured Cisco IP Phone 794x, 796x, 7937’s, 8945’s
• Implemented call routing, call management and computer telephony integration
• Installation and management of overall administration of LAN, WAN, systems involving design of network layouts, configuration and maintenance, Commissioning Routers & Switches, firewalls, IPS and ensuring maximum uptime during site deployment to VoIP
• Executed several implementations of cisco CME and Unity express
• Monitored and troubleshoot call routing, number translations and call handler issues
• Configured, installed and supported Cisco Unified Communication Manager (CUCM) 7.x, Cisco Messaging Systems (Unity/Unity Connection), Voice Gateways, Cisco routers and switches
• Performed system upgrades and patches based on request, schedule or events
• Created dial-plans, route patterns, route groups, route lists, calling search space, partitions and upgraded Cisco Unified Communications applications
• Created Voice Mail boxes, call handlers, create and reset passwords
• Created Subscriber services, skill sets, prompts for UCCX deployment
• Integrated cisco contact center express (UCCX) with cisco unified call manager (CUCM)
• Worked with team on call rotation to handle tickets
• Troubleshooting IPT voice quality issues between and within locations by transcoding of Codecs
• Provided on Call support for over 70 Cisco routers, switches including Call Manager V7.x, access control lists on LAN and WAN, Cisco AAA authentication configuration and support for VPN clients.

Confidential

Network/Voice Engineer

Responsibilities:

• Worked on CUCM (8.X), CUC (8.X), UCCX.
• Monitored and troubleshoot call routing, number translation, pickup groups, and call handler issues.
• Troubleshoot IPT voice quality issues between and within locations
• Designed, tested and implemented cost effective customized Voice solutions for clients including full and fractional ISDN-T1 circuits.
• Ensured proper connection of SIP or H.323 protocols.
• Demonstrated thorough understanding of Voice Gateways (H323, MGCP), Protocols (H323, SIP, and MGCP) in providing solutions to customer.
• Configured H.323, SIP and MGCP Gateways.
• Monitored action plans for project implementation.
• Integrated the cisco unified wireless IP phones (792X series) with cisco unified call manager and cisco unified CME using IEEE 802.11 over a cisco access point.
• Handled SRST, voice routing protocols, QoS and voice gateways.
• Provide support for call centers connected to the Cisco UCCX call center, IVRs, and call recordings.

Confidential

Jr. Network Engineer

Responsibilities:

• Working experience on using crimping tools and Cat 5 cabling.
• Worked on 2600, 3600 series routers
• Worked on 2900, 3500 switches
• Knowledge on routing protocols such as RIP, OSPF, BGP.
• Setting up conferences/meetings.
• Worked on assigning VLAN on the switches.
• Checking LAN and WAN networks.