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Customer Support Engineer Resume

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SUMMARY:

  • Senior unified communication engineer with close to 8 years of experience in enterprise IP Telephony/ Voice - over-IP/ Video networks. Adept in planning, design, and management of implementation projects in
  • Telepresence, Cisco Unified Communications, Cisco IP Telephony (CIPT), and convergence in small, medium, and enterprise infrastructures.
  • Design, implementation and troubleshoot of Cisco Telepresence products.
  • Designing and implementation of UC Solution based on Cisco UC products.
  • Designing and implementing Cisco Mobile remote access(MRA)
  • Cisco to Microsoft OCS, Lync 2013 integration
  • Configuring H323, MGCP and SIP Voice gateways and End-to-end implementation of Unified communication infrastructure for multi-location.
  • Integration of Unity Connection and Unity Server.
  • Configure VOIP dial-peers, Route patterns, route lists, Translation patterns, SRST, Toll bypassing.
  • Identifying customer needs, interpret and evaluate system and IP telephony network requirement.
  • Log reading SIP, H323
  • Maintenance & Configuration of Routers 29XX, 39XX Series and 3750, 3560, Cisco Switches.
  • Knowledge of TCP/IP suite and other protocols.
  • Routing protocols, RIP, EIGRP, OSPF and RIP V2
  • Switching & Virtual LANs.

TECHNICAL SKILLS:

Cisco CUCM: Version 3.3 to 10.5

Cisco Presence: 6.0 to 10.5

Cisco Unity: Version 4.0 to 7.0

Cisco Unity Connection: version 1.0, 2.0 and 7.0

Cisco ISDN Link: IL1.X

Cisco UCCX (IPCC Express): 4.0 to 7.0

Cisco Unity Express: 2.0 to 8.x

Cisco UCME: 3.0 to 7.x

Cisco IP Phones: All models in 8941, 8945, 9971, 7900, 6900 Series

Tandberg Endpoints C: Series, EX Series, SX Series, MXP, Tandberg T3, CTS 500, Movi, jabber

Router: ISR G1 and G2 Models Catalyst

Switches: 1900, 2900, 3500 & 3700 Series

Network OS: Windows 2008, Windows 2012, Win XP, Win 7

PROFESSIONAL EXPERIENCE:

Confidential

Customer Support Engineer

Responsibilities:

  • Configuration and troubleshooting of Telepresence, VoIP and IPT solutions.
  • Prioritizing issues to meet tight deadlines and manage customer satisfaction.
  • Analysing, configuring and troubleshooting large complex video and voice networks with mixed media and protocols, involving platforms such as Cisco Telepresence Management Suite (TMS), Cisco Telepresence Video Communications Server (VCS Controller & Expressway), Cisco Telepresence Systems, Cisco Unified Communications Manager(CUCM), Cisco Unified Presence(CUPS)
  • Suggested troubleshooting, problem resolution and customer communication tasks.
  • Setting up test environments, test implementation strategies, troubleshoot scenarios for new technologies / designs, providing transfer of information
  • Effectively utilizing complex lab setups to duplicate and solve Enterprise and Cisco Partners voice and video problems as well as possible interoperability issues between Cisco Video and Voice Platforms and third party video and voice platforms.
  • Investigate software defects and file reports for resolution.
  • Troubleshooting large video and voice networks on a daily basis, where protocols such as H323, SIP, ISDN are in use.
  • Utilizing Wireshark and SMART in order to analyse output traces from multiple Cisco Voice, Video Platforms and Solutions.
  • Mentor new employees on practices and technology .
  • Work in groups with other engineers to solve customer network complications.

Environment: CUCM, CUPS, VCS, MCU, TPS, Conductor, TMS, Lync 2013, ISDN LINK, Endpoints, ISDN gateway, AD, DNS, vTPS, Expressway.

Confidential

Consultant (Voice Network Management)

Responsibilities:

  • Responsible for the Design, Deployment and troubleshoot of Telepresence, IP Telephony and UC under managed Service Solution
  • Tier 3 Engineer for IP Tel and UC Projects
  • Responsible for documentation, technical write-up, handover and
  • Preparing Low level design documents
  • Responsible for Interaction with Cisco TAC Team, Cisco Advanced Services & Development Engineers
  • Discussion with client concerning requirements
  • Development and optimization of the existing enterprise networks
  • Other engagements included direct interaction with program IT-Infrastructure team for transitions and changes.
  • Plan & Coordinate implementation tasks and interface with the project managers.
  • Generates network configurations from Low Level Design for highly complex networks.
  • Maintain customer network inventory and other network information databases.
  • Perform second level support functions for network problems in accordance with the Incident/Problem management process. Provide on-call support functions.
  • Escalate problems to vendors as required. Perform network configuration changes in response to client requests.
  • Implement project management skills as required. Evaluated and documented technical processes and designs.
  • Participated in project management and support management activities.
  • Coordinated with engineers with site activations and quality control processes. Review network requirements and engineering concerns associated with customer requests such as, equipment configuration and operational impact.
  • Configuration of call signaling protocols such as H.323, SIP and MGCP
  • Monitoring Database Replication and system performance of call manager clusters.
  • Configuring class of service and call admission control

Environment: CUCM, CUPS, CUC, OCS, UCCX, Endpoints, Routers, Switches, CUE, CME

Confidential

IP Telephony Engineer

Responsibilities:

  • Installation and troubleshooting of CISCO Call Manager 4.x, 5.x,6.x,7.x
  • Configuration, maintenance and troubleshooting of CISCO Routers - Platform 3845,2800,3640,2600, VG224,VG248
  • Deployment and testing for various UC products
  • Configuration, maintenance and troubleshooting of analog and digital voice interfaces
  • Troubleshooting call failure for different clients.
  • Maintained network integrity for technical designs and configuration templates.
  • Conducted network analysis, configuration audit and site surveys.
  • Configuration of call signaling protocols such as H.323, SIP and MGCP
  • Monitoring Database Replication and system performance of call manager clusters.
  • Configuring class of service and call admission control
  • Hands on experience on unity servers 4.X, 5 and unity connection 1.X, 2.X
  • Executing Scheduled activities such as SRST test for different clients.
  • Coordinating with ISP’s like ATT, Virtela, Level 3 Comm etc. for vendor related issues
  • Monitoring Radar and creation of tickets as per client request.
  • Creating tickets and troubleshooting the live environment issues of global clients.
  • Health Check for Network Devices.
  • Managing the monitoring system using IPmon.

Environment: CUCM, CUPS, CUC, Cisco Unity, UCCX, CME, CUE, Endpoints.

Confidential

Network Engineer

Responsibilities:

  • Managing network and voice environment
  • Management and Monitoring of CISCO Call Agent.
  • Maintenance and Monitoring of Cisco Voice Gateways, analog devices
  • Troubleshooting of various voice gateways and interfaces
  • Handling MACD requests for various clients.
  • Configuration of Cisco Routers - Platform: 2800, 3640, 2600.
  • Configuration of Cisco Switches - Cat3560, Cat2950
  • Deployment of Cisco IP Phones - Series: 7910, 7940, 7960

Environment: CUCM, Cisco Unity, Routers, Switches, Endpoints.

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