PROFESSIONAL SUMMARY:

• Highly skilled and diligent IT professional with extensive organizational development experience.
• 11 years of relevant experience as systems & Network engineer, L1 - L3 Cisco IP Telephony engineer & Solution architect with stellar record of individual and corporate client satisfaction.
• Solid understanding in Plan, Design & Implementation of Cisco unified communications and collaborations solutions which include Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), unity express (CUE) & MPX.
• Expertise in migrating Avaya/Nortel end of sale/support PBX to Cisco CUCM cluster in both phased migration & parallel cutover.
• 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.
• Proficient in MCS to UCS cluster Migration.
• Skilled in BCP, DR builds on Voice networks.
• Working knowledge in UCCX contact center platform.
• Translate customer business issues/opportunities into technical solution/business requirements.
• Ability to get necessary consensus on the approaches to ensure the right mix of tactical and strategic solutions are used to meet the needs of the business in the immediate, medium and long term.
• An experienced team player with excellent interpersonal and communication skills, give excellent attention to detail and strong time management skills.
• Strong stakeholder management and negotiation skills.
• Ability to work independently to help drive solutions in fast paced/dynamic work environments, Flexible and versatile to adapt to a new environment and work on critical Project.

TECHNICAL SKILLS:

Hardware: Protocols / Technologies & Applications

Tools: Switches Cisco PoE

Routers: Cisco 3800, 3600, 2800, 2600, 2500 & 1800 Series. ISR Series routers.

Unified Communications: Voice Gateway(PSTN/CUBE/SRST)-Cisco AS5400, 2800, 2900, 3800 Series, VG224 & VG248(Analog) Phone Adapters & IP phones- Cisco ATA, Cisco IP Phones 7900, 6900 Series, 8800 Series, Audio Codes, Vega & Cisco ATA.

Video Devices: Cisco MX, DX & SX series Telepresence devices.

Switching & Routing protocols: STP, MST, VTP, HSRP, OSPF, EIGRP & BGP

Signaling Protocols: SIP, MGCP, SCCP & H.3

Features: NAT, QoS, Ether channel, VLAN, DHCP, TFTP, Syslog, SNMP, SRST.

Remote Support Tools: Dame ware Mini Control, Remote desktop connection, VNC Viewer, Net meet, Cisco WebEx.

MIS Tools: Pilot Global Help Desk, HPSM incident management, Service now incident management.

Network Monitoring Tools: Cisco Works, Solar Winds, Ethereal. RIT Physical Layer Management Solutions.

Network Management: Cisco Unified Ops Manager, Cisco Prime collaboration, RTMT, BAT.

Call Billing: Datacraft Call Billing Software, Telesoft Call Billing Software.

PROFESSIONAL EXPERIENCE:

Confidential

Collaboration Engineer

Responsibilities:

• Responsible for daily support & management of Cisco VoIP systems:
• CUCM 10.5 Americas & German cluster.
• Cisco unity connection 10.x
• Cisco unified contact center express UCCX 10.5
• Cisco Expressway C&E
• CUBE
• Cisco Emergency responder 10.5
• Ensure Availability of Collaboration tools:
• Cisco jabber/Spark
• Cisco WebEx
• Cisco Telepresence endpoints MX & DX series
• Cisco SCCP/SIP Phones
• Maintain Corporate SIP connections
• Provide guidance and lead projects to improve voice infrastructure
• Identify, diagnose, monitor and resolve VoIP & network issues
• Work with networking team to troubleshoot network issues
• Assist other technical groups to help deliver business critical projects.

Confidential

Voice engineer

Responsibilities:

• Plan, design & Implement Cisco UC solutions for CHI Health hospital, Creighton university medical center & Bergan mercy hospitals, clinics & its affiliates.
• Carry out pre-migration and post migration/cutover & final acceptance tests.
• Physical installation of CUCM end points including 8945, 8845 IP Phones, 7937G conference room devices and basic configuration as per the implementation/LLD.
• Closely work with Project Managers and customer technical authority and ensure smooth delivery of project deliverables.
• Technical coordination with Nortel team for end point migration, production issue related to QSIG trunk, TDM call routing.
• Coordination with COX (PSTN service provider) for PSTN issues and future requirement.
• Inventory management of endpoints (IP Phones, analog gateways, PSTN routers)
• Engage in post-project debrief sessions and provide knowledge transfer to customer technical team.
• Document troubleshooting steps for voice issues.
• Coordinate and communicate with field and escalation resources, partners, customers and various internal units and stakeholders.

Confidential

Associate consultant

Responsibilities:

• Configure & manage CUCM and its endpoints (MGCP, H323 & SIP gateways, MPX audio conferencing bridge VG224, IP Phones)
• Implement the best practices designed by engineering team on SIP and BCP.
• Plan, design & Migrate HQ CUCM from 7.1.3 to 8.5.6 version with MCS to UCS cluster.
• Plan, design & migrate end of support PBX (Nortel & Avaya) to Cisco CUCM for around 10 branch locations, consist of ~12k endpoints in both parallel cutover & phased manner.
• Work on design and implement Dial-plan for Inbound and Outbound calls in CUCM Clusters
• Deployed several multisite VoIP installations with SRST feature
• As an SME to ensure the delivery of a scalable, highly resilient and cost-effective Enterprise Voice over IP (VoIP) across LATAM region
• Formulate integrated voice network architectures based upon demand, capacity, emerging network services, trends, and technologies.
• Plans future network enhancements and directions for TDM & VOIP networks
• Pre-sales Solutions Architect support to TCS Sales Team including demonstrations, designs, RFP responses and proposal presentations
• Develop the best practice designs, Service improvement plans and Business continuity plan for TCS voice networks and to near shore delivery center voice networks.
• Perform cluster wide upgrades and security patches
• 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
• Create documentation for break fix activities.
• Respond to alerts and alarms troubleshooting and correcting problems coordinating issues with the Network Operations Center
• Collaborate with management to assess near and long-term VoIP network capacity needs.
• Interface with technical and business staff of customers following project implementation, including the project sponsor and stakeholders towards more complex future engagements
• Participate in Operational processes (Daily Ops, Change Control, Incident management, request for service).
• Develop and maintain technician knowledge base
• 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 E1 PRI.
• Responsible for communicating with customers, peers, team and managers regarding incident and change management.
• 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 TCS and customers voice communication systems
• Serve 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.
• Deliver technical presentation with customers and tailored content to audience as appropriate.
• Provide to the delivery support team across the verticals.
• Assist the delivery teams in installing, configuring and maintaining the customer 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.
• Pre, post reviewing and approval of Change Request (CR) raised by project team
• Design Disaster recovery plan for all verticals.
• Communicate and coordinate network maintenance, operational status, and downtime to users and management
• Work with Voice Architect to carry out and implement voice designs w.r.t to TCS 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.
• Participate in Operational processes (Daily Ops, Change Control, Incident management, request for service).
• Adhered to defined SLAs.
• Test the DR BCP for the branch locations on quarterly basis.

Confidential

Systems engineer

Responsibilities:

• Handle 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.
• 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
• Monitor 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.
• Maintain the SLA of 95% irrespective of the priority of the ticket.
• Respond to Network Performance Monitor alerts.
• Develop and maintain technician knowledge base
• 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 phase of various network-related initiatives.
• 92% of all tickets recovered within the recovery deadline mentioned in the SLA Severity Grid.
• 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.
• 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.
• 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%.
• 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)