SUMMARY:

Energetic, customer - focused engineer with deep experience in planning, implementing, testing and supporting Cisco Confidential Hosted / Enterprise editions for contact centers. Highly skilled in deploying, integrating and supporting Confidential and CRM applications. Solid history of supporting and training engineers, managing vendors and assisting clients with IVR application design and deployment. Leverage strong leadership skills to build and support onshore / offshore teams. Experienced in gathering and analyzing business requirements. Quick learner with desire for continuous professional growth in competitive environment.

AREAS OF EXPERTISE INCLUDE:

• Project Management
• Team Leadership
• Negotiation
• Vendor Management
• SDLC
• Conflict Resolution
• Resource Management
• Technical Deployment, Testing and Support

TECHNICAL SKILLS:

Cisco Tools: Unified Contact Center Enterprise ( Confidential ); Cisco Unified Communication Manager (CUCM); Cisco Unity Connection (CUC); Cisco Voice Portal (CVP); Cisco Unified Intelligence Center (CUIC); Contact Center Management Portal; ICM Custom Scripting; Voice Gateways and VXML Gateways; Cisco Agent Desktops (CAD, CTIOS, Finesse); Cisco Unified Border Element (CUBE); Cisco Jabber; QM, WFM and IP Voice Loggers (Cisco Media Sense, Nice and Verint); Virtualization of UCS on B, C 240 Series, E 120 / 140 M2 Series; Cisco PSTN Gateway (PGW)

Systems and RDBMS: Windows Server (2008, 2012, 2016); MS Exchange Server; Mac OS; Linux (Red Hat); VMware; Citrix; MS SQL Server; Oracle; MySQL Cisco

Languages: JavaScript; VB Script; C/C++; HTML; UNIX Shell Scripting; Java; PHP; APEX

PROFESSIONAL EXPERIENCE:

Confidential, NJ

Senior System Administrator

Responsibilities:

• Streamlined Contact Center Voice Department by separating support tasks, creating new leadership positions and implementing best practices.
• Deployed Oracle Service Cloud (CRM tool) for case management.
• Enabled business to improve scheduling, forecasting and reporting of contact center agents by deploying and supporting workforce management (WFM) tool.
• Installed and supported voice call recording and screen capturing tool for quality management.
• Implemented and tested Precision Queue for IVR upgrade and presented demo of Precision Queue to business.
• Deployed IM and Presence server, enabling successful deployment of Cisco Jabber.
• Rolled out Cisco Jabber, allowing users to receive / access phone calls, voicemail, chat and WebEx using single application.
• Deployed Courtesy Call Back, enabling customer to leave contact information, which reduced call waiting times.
• Identified and corrected call routing issues in timely manner by troubleshooting problems using debugs and traces.
• Deployed new Contact Center site with 500 users and created 500 users in CUCM and Confidential in 2017.
• Set up and supported new Contact Center for HR team with 30 users in Confidential in 2018 - 2019.
• Allowed HR managers to monitor productivity of HR agents by creating new CUIC reports and dashboards.
• Deployed Corporate Support Center (Help Desk) in Confidential in 2019.
• Migrated Support Center (Help Desk) users from UCCX to Confidential .
• Administrated and supported Cisco Unity, setting up user voicemail profiles based on user roles.
• Administrated and supported Finesse.
• Created new reason codes in Cisco Finesse based on business requirements.
• Configured teams with pop flow in Cisco Finesse, as per requirement from Oracle developer.
• Configured dial plan with calling restrictions by using combination of calling search spaces, partitions, translation patterns, dial-peers, translation rules and translation profiles.
• Developed and maintained support documentation, including support guides, knowledge base articles, procedures and online customer information for training and version control of documents.
• Supported and trained users on voicemail products and phone features by providing training documentation.
• Minimized production outages by raising and leading Cisco TAC cases towards proper direction for resolution.

Confidential, Morristown, NJ

Senior Confidential / UCCX Deployment Engineer

Responsibilities:

• Rolled out Confidential 11.0 environment in collaboration with vendors.
• Launched and administrated CUCM, Unity Connection, IM and Presence.
• Upgraded to Cisco Unified Attendant Console 8.5 to 11.0.
• Configured and implemented voice gateways (H323 / MGCP / SIP), CUCME and CUBE distributed design. Administered and supported CUCM 11.0 environment.
• Deployed Finesse IP Phone Agent (FIPPA) with CUCM 11.0.
• Deployed Extension Mobility with CUCM 11.0.
• Carried out changes in ICM and CVP scripts per customer requirements.
• Configured backup and created custom procedure.
• Managed and maintained phone setup, voicemails, auto attendants and alarms / alerts based on business requirements.
• Maintained relationships with various Confidential peripheral application vendors.
• Created and managed knowledge base process and procedure guide.
• Administered and maintained Calabrio One - recording and workforce management solution.
• Deployed new recording solution (MiaRec), successfully migrating 4K users from Calabrio One (call recording) to MiaRec.
• Implemented workforce management (WFM) solution Pipkins, executing seamless migration of 4K users from Calabrio One (WFM) to Pipkins.

Confidential, Glen Allen, VA

Cisco Collaboration Engineer

Responsibilities:

• Led team of 10 engineers, delegating different project tasks and ensuring projects were completed according to project timelines.
• Administered and supported implementation of Unified Contact Center Enterprise.
• Facilitated and supported implementation of Cisco Unified Communications Manager (CUCM) new builds and upgrades.
• Integrated Salesforce with Cisco Confidential, which allowed agents to access phone, email and chat from 1 app.
• Configured reporting server and CUIC server along with vendors..
• Coordinated with vendors, technical teams and users for phone-related issues after deployment.
• Interacted with other teams for knowledge transfers, training and integration with Confidential applications and Salesforce CRM.
• Planned Cisco IVR design, implementation, administration and ICM scripting of new project.
• Reported issues within contact center space to upper management.

Confidential, Iselin, NJ

System Administrator

Responsibilities:

• Configured reporting server and CUIC server along with vendors to provide call reporting to client.
• Performed Cisco IVR design, implementation, administration and ICM scripting.
• Used multiple tools of Salesforce such as Call Center, Sales Cloud, Service Cloud, Force.com, Chatter collaboration and App-exchange to develop custom app.
• Created custom objects, custom fields, role-based page layouts, custom tabs, custom reports, report folders, report extractions to various formats, design of snapshots, dashboards and various other components as per client and application requirements.
• Built and implemented web-to-lead and email-to-case functionalities.
• Designed junction objects for relationships and implemented various advanced fields like pick lists, custom formula fields, field dependencies, workflow rules and approval processes for automated alerts, field updates and email generation according to application requirements.
• Integrated Salesforce with other internal / external applications using SOAP and REST-based web services.
• Worked on single sign-on, SAML settings, enabling user to login to various applications.
• Contributed to development of Apex Classes, triggers, Visualforce Pages and controllers.
• Queried salesforce database using SOQL to populate desired result in custom app. Built SOSL queries using Apex Explorer.
• Migrated organization’s data using Apex Data Loader and third-party data migration tools.

Confidential, Newark, NJ

System Admin

Responsibilities:

• Supported and troubleshot Cisco Communications Manager, IP phones and Cisco Unity. Refurbished IP phones 7941, 7942, 7945, 7965, 8811, 8841, 8845 and 8865.
• Created and managed users in Salesforce.
• Built custom reports as per business request with different frequency (daily, monthly, yearly).
• Prepared shipping documents for international containers.
• Tracked shipping containers, processed release and received payments of containers.
• Met client’s requirements and enhanced system functionality by facilitating creation of multiple workflows, validation rules, approval processes, triggers and sharing rules in Salesforce.
• Validated and corrected manual weight tickets of materials in system, which removed weight difference in reports.
• Designed customized dashboards with charts and reports, allowing for tracking of inventory by day, week, month and year.