SUMMARY:

• 9+ Years of relevant Experience as Systems & Network engineer, L1 - L3 Cisco IP Telephony engineer & Solution architect with a stellar record of individual and corporate client satisfaction.
• Solid understanding in Plan, Design & Implement Cisco Unified Communication and Collaborations solutions which include Cisco unified communications manager (CUCM), Cisco unity connection, Unity express & Cisco Meeting place express (MPX).
• Ability to design and implement short and long-term strategic plans to ensure VoIP infrastructure meets existing and future requirements.
• Experience in Greenfield deployment of Cisco Unified Communication solutions.
• Expertise in migrating Avaya/Nortel end of sale/support PBX to Cisco CUCM cluster in both phased migration & parallel cutover.
• Proficient in Migrating MCS to UCS cluster.
• Skilled in BCP, DR builds on Voice networks.
• Working knowledge on contact center platform UCCE & UCCX.
• Translate customer business issues/opportunities into technical solution / business requirements.
• Fine exposure In Banking, Financial, Insurance & Retail Domain, good interpersonal and communication skills.

TECHNICAL EXPERTISE:

Cisco UC Components: CUCM (Cisco unified communications manager), CME (Call manager express), CUC (Unity connection for voice mail),CUE (IOS Based voice mail), MPX (Meeting place express), UCCX (Unified contact center express), UCCE (Unified contact center enterprise) & CUBE (Cisco unified border element)

Signaling protocols: MGCP, H.323, SIP & SCCP

PSTN Trunks: E1/T1 & SIP Trunk

Analog gateway: VG224 & VG248

Monitoring tools: RTMT.

Network Devices: Router, PoE switches.

EXPERIENCE:

Confidential

Solution architect

Responsibilities:

• To ensure the delivery of a scalable, highly resilient and cost-effective Enterprise Voice over IP (VoIP) across LATAM region.
• Pre-sales Solutions Architect support to Confidential Sales Team including demonstrations, designs, RFP responses and proposal presentations.
• Develop the best practice designs, Service improvement plans and Business continuity plan for Confidential voice networks and to near shore delivery center voice networks.
• Fine-tune the CUCM dial-plan for Mexico region.
• Provide advance troubleshooting not limited to CUCM, Unity Connection, PSTN gateways, E1 circuits & phone features.
• Implement the Disaster recovery plan for all the verticals.
• Based on the assessment as a service improvement plan upgraded the signaling protocol for the PSTN circuit from R2 to ISDN across LATAM region.
• Provide resolution for critical incidents focusing primarily on Severity 1 and Severity 2 cases and other severity level cases that delivery team & the customer deem critical.
• Demonstrate excellence in customer-interaction, written and verbal communication.
• Responsible for communicating with customers, peers, team and managers regarding incident and change management.
• Provide emergency on call support during crisis.
• Evaluate new products with related to UC.
• Coordinate with Cisco TAC during hardware failure and weird issues.
• Perform analysis of network needs and contributed to design of network architecture, integration, and installation.
• Monitor and identify network capacity and performance issues to maximize efficiency of Confidential and customers voice communication systems

Confidential

Solution architect

Responsibilities:

• Served as technical design and architectural SME across the organization’s Enterprise Solutions in Unified Communication solutions portfolio.
• Provide 3rd level technical support and mentoring to members of the Voice team who provide monitoring, 1st & 2nd level support, and implementation services
• Assist in the planning and management of all aspects of IP Telephony related projects.
• Perform platform Interoperability testing with Equipment vendors (CPE)
• Replicate the customer network scenario in Lab and suggested service improvement plans.
• To deliver technical presentations with customers and tailored content to audience as appropriate.
• Support the presales team for RFP/RFI/SOW creation.
• Provide to the delivery support team across the verticals.
• Assist the delivery teams in installing, configuring and maintaining the voice networks.
• Build the knowledge base in person mentoring and documentation.
• Prepare and maintained documentation of network standards, configurations, procedures including cabling layouts.
• Recommend network design changes based upon system review, test results, monitoring data and company requirement.
• Collaborate with management to assess near and long-term VoIP network capacity needs.

Confidential

VoIP Engineer

Responsibilities:

• In charge of configuring and maintaining diverse telecommunication infrastructure for Chennai region.
• Plan, design & Migrated HQ CUCM from 7.1.3 to 8.5.6 version with MCS to UCS cluster.
• Plan, design & migrated end of support PBX to Cisco CUCM for around 10 branch locations, consist of around 12k endpoints in both parallel cutover & phased manner.
• Communicate and coordinate network maintenance, operational status, and downtime to users and management
• Configure & manage CUCM and its endpoints (MGCP, H323 gateways, MPX audio conferencing bridge VG224, IP Phones)
• Work with Voice Architect to carry out and implement voice designs w.r.t to Confidential voice infrastructure and customer voice network expanded to offshore delivery center.
• Interface with customers’ telecom engineers and IT teams to deploy customized solutions and trouble shoot issues.
• Document and troubleshoot a multifaceted and complex voice network.
• Maintain telephony environment to assure delivery of Cloud applications, voice and customer connectivity and availability in observance of 99.999% SLA.
• Troubleshoot and resolve persistent problems and escalated issues to Cisco TAC.
• Respond to alerts and alarms troubleshooting and correcting problems coordinating issues with the Network Operations Center.
• Incident tracking to ensure continuity across shifts.
• Participated in Operational processes (Daily Ops, Change Control, Incident management, request for service).
• Adhered to defined SLAs.
• Test the BCP feature for the branch locations on quarterly basis.

Confidential

Systems engineer

Responsibilities:

• Data & Voice networks production support for 100+ customer retail store & Headquarters Locations on Avaya PBX,, Intuity Audix Voice messaging system, Nortel PBX, Meridian Mail, Nortel Call pilot, Avaya RF handsets, Cisco WLAN Controller, Aironet Access points, Alcatel Omni Switches, Cisco 3700 Series Switch Stack, 2800 Series Routers. Cisco Aironet Access points. 2850 series routers as CME.
• Troubleshoot network-related service issues including outages, anomalous behavior, and slow response class of problems.
• Installation, Configuration, and Maintenance of the LAN/Voice Network
• Monitoring of alarms and incident cases.
• Troubleshoot LAN/WAN/WLAN networking problems at all layers independently.
• Resolving day to day tickets raised by Service desk team, related to voice & Data networks using ticketing tool Remedy.
• Maintained the SLA of 95% irrespective of the priority of the ticket.
• Move adds change (MAC) requests on both data & voice networks.
• Respond to Network Performance Monitor alerts.
• Developing and maintaining technician knowledge base

Confidential

Systems Recovery Engineer

Responsibilities:

• Handled production support for 1700+ stores, 38 Distribution Centers, 120 District Offices and 5 HQ with approximately each store has its own Cisco 2821 series Routers, Cisco 3750 series switch stacks, Cisco VG224 series analog voice gateways, Cisco Aironet wireless access Points, Cisco WLAN wireless controller, Cisco IP phones, Cisco 3825 series router as Call manager express router with SRST Feature, Cisco unity for voice mail, 5 centralized Call Manager Clusters v4.1, v6.1 & an IVR Server.
• Installation, Configuration, and Maintenance of the LAN/Voice Network
• Responsibility is to work and resolve on the escalated tickets by helpdesk team, based on severity using the ticketing tool HPSD.
• All changes except major Technology or vendor changes are handled w.r.t to voice & data networks.
• Work with internal as well as external technical teams during implementation phases of various network-related initiatives.
• 92% of all tickets recovered within the recovery deadline mentioned in the SLA Severity Grid.
• Escalating the appropriate issue to engineering team for fix.
• Monitoring of alarms and incident cases
• Ability to troubleshoot and isolate the source of reported customer issues.
• Maintain network add/move/changes for the customer stores and distribution center.
• Perform accurate and precise real-time investigation and triage of infrastructure alert.
• Provide detailed root cause analysis as needed for events.

Confidential, New York

Team member

Responsibilities:

• Coordinate & upgrade existing N/w Equipment, MIP Servers & communication lines for existing customers.
• Engaged in BAU, connecting client’s new customer (member bank) network to client’s n/w cloud.
• Work with telecommunication service provider on RFP.
• Work with vendor on hardware delivery and tracking.
• Analyze, plan, schedule and coordinate change activities.
• Monitor and ensures the stability of the network infrastructure post activity.
• Coordinate, manage and execute projects, as assigned, tracks major developments, and revises deadlines, as appropriate, to meet changing needs and requirements.
• Develop and maintain network documentation detailing design and construction of all customer networks for continual improvement and support objectives.
• Coordinate and communicate with field and escalation resources, partners, customers and various internal units and stakeholders.
• Work as part of a team in technical, services, and project support areas to meet identified goals and objectives.
• Perform administrative and coordination duties, including procedure changes, pass-downs, work orders, field service reports, system problem reports and monthly reports.

Confidential

Application engineer

Responsibilities:

• Providing 2nd Level of remote support solutions to the customers of prosafe enterprise & SOHO customers.
• To Maintain SLA of 85 % & CSAT 90%.
• Reviewing and responding to customer e-mail submissions and support tickets.
• Installation and Configuration of Enterprise Switches (Layer II and Layer III) according to the LAN Requirements and segregating the hosts by configuration of Vlans
• Troubleshooting on Policies VPN, NAT, IOS / OS Up gradation, Backup and restoration of configuration.
• Configuring MAC and IP based Access Control List based on client requirement for network security.
• Exposure in configuring all types of VPN tunnels in multi-vendor devices like GRE/IPSEC/IP IP.
• Installation and Configuration of Enterprise Routers and gateways that suit the LAN requirements and for Internet Connectivity; and implementing security using Firewalls on the network by way of configuring IP Based Access Control and Port (TCP/UDP) Based traffic control.
• Installation and Configuration of wireless routers (SOHO and Enterprise)
• Configuring & troubleshooting access points for enterprise wireless networks (P2P, P2MP, Adhoc modes)

Confidential

Technical support engineer

Responsibilities:

• Providing voice based network support for US and UK based Confidential customers.
• Manage tickets in ticketing system to ensure notes are kept up to date and problems are pushed to resolution.
• Troubleshooting Home & SOHO networking devices like wireless routers, wireless NICs, Wi-Fi Media Servers.
• Handle Critical/Irate customer escalations
• Analyzing, troubleshooting and correcting network problems remotely.
• Exposure on Wireless controllers and access points.
• Configuring Wireless/Wired Routers, Switches, Hubs, Access Points and NICs.
• Handle inbound calls and email from clients relating to the networking issues based on the product.