SUMMARY

• SME for various large and enterprise customers across both the public and the private sector.
• Certified Cisco professional with expertise in implementation, integration, maintenance and troubleshooting of Cisco infrastructure.
• Hands on experience in managing and troubleshooting Cisco IP Telephony including Cisco Call Manager, Unity Connection, H.323/MGCP, SIP and dial plan problems.
• Experienced in managing customers utilizing Hosted Collaboration Solutions (Hosted PBX)
• Worked with key stake holders and designed and implemented collaboration solutions
• Maintained vendor relationships to accomplish efficient problem resolution
• Excellent customer facing skills including oral and written communication
• Ability to work independently or as a member of a team managing multiple projects or resources and discerning workload priorities.
• Working noledge of Virtualization (VMWare) and Hyperconverged (Nutanix) solutions

TECHNICAL SKILLS

Networking: DNS, DHCP, OSPF, BGP, MPLS, VSS, RIP, EIGPR, NAT, VLANs, STP, Cisco IOS, Juniper JunOS, Metasploit, Wireshark, Cisco 6800, 4500, 9300, 3500 and 3700 switches

Operating Systems: Windows Server 2008/2003 Datacenter Edition, Linux (Fedora 16, Ubuntu, RHEL)

Programming: Python, Java, Bash scripting

PROFESSIONAL EXPERIENCE

Senior UC Engineer

Confidential

Responsibilities:

• Onboard new sites as the business expands to the existing CUCM and CUC clusters
• Actively involved in requirement gathering for new sites
• Help various call centers with regular changes to their UCCX scripts as required
• Manage all aspects of the various call centers utilizing Cisco’s Contact Center Express (UCCX)
• Provide level 3 support for UC (CUCM, CUC and UCCX) related issues to Level 2 and Level 1 support teams
• Engage with vendors to analyze and evaluate different products
• Handled multiple projects at the same time with varying priorities
• Work with different Telcos across the globe for delivery and maintenance of PSTN/SIP circuits
• Participate in UC disaster recovery planning, design, implementation and testing activities
• Create and maintain documentation related to UC infrastructure and site - specific details

Senior IT Services Solutions Architect

Confidential

Responsibilities:

• Serve as Subject Matter Expert (SME) for UC (IP Telephony), Network and Wireless opportunities
• Designed and deployed UC (CUCM and CUC) solutions including Cisco Spark Hub, Spark Room kit and Microsoft HUB
• Performed network assessments as requested by the customers relating to telephony and network
• Maintain personal certifications to meet vendor requirements
• Provided support and worked with the marketing and service teams
• Participated in meeting with the Presales engineers and Sales rep to understand the customers requirement
• Proposed solutions considering the constraints and the end customer’s requirements
• Managed relationships with vendors to scope and work or opportunities
• Built quotes and halped project managers with the creation of SOWs for various opportunities
• Assisted the Presales engineers with Demos and presentations
• Prepared final reports and documentation post project deployments
• Deliver technical presentations to audiences with various technical backgrounds
• Upgrade and maintain UC clusters and infrastructure

UC Support Engineer

Confidential

Responsibilities:

• Proactively manage and monitor the communications infrastructure, performing periodic health checks, firmware upgrades and patching as required
• Provided escalation support and technical consulting for enterprise clients
• Maintained, upgraded and rebuilt CUCM and CUC clusters as required
• Managed UCCX servers/clusters for various customers and halped in editing UCCX scripts as requested
• Worked with various vendors and Telcos and lead to problem resolution
• Participate in route cause analysis (RCA) as requested by the customer
• Attended Quarterly Business Review with clients as anSME to address any concerns.
• Developed network test plans, performed testing in labs, and identified technical and operational issues to management.
• Helping staff across different levels ranging from IT Analysts to Senior managers of existing and future customers
• Analyzed customers voice networks monthly to address operational issues and suggest possible enhancements and fixes
• Troubleshoot issues and take proactive measures to reduce impact and risk of reoccurrence
• Provided Code/PeerReviewsand recommendationsfor clients whenever required.
• Troubleshoot issues related to different voice gateways: H323, MGCP and SIP
• Assistcustomers with 3rd party products such as Oracle's SBCand CallRex from Enghouse
• Worked with Cisco licensing to resolve priority issues
• Assisted junior staff whenever required and trained newly hired staff and co-ops to handle various operations as part of theUCteam
• Provide on call support for afterhours and weekends as required

NOC Engineer

Confidential

Responsibilities:

• Troubleshooting a variety of technical issues: Linux OS, MySQL, Tomcat, MS Exchange, MS SQL, Windows servers and networking issues
• Upgrading infrastructure for various customers as the per the planned maintenance
• Liaising between various departments to resolve complex issues
• Responding to incidents; assigning to appropriate teams as per our escalation procedure
• Working with multiple teams Support, QA and Engineering
• Monitored the infrastructure across various data centers and repaired and replaced faulty network communications equipment.
• Maintaining NOC documentation including support guides, noledge base articles and procedures
• Built scripts to automate various routine tasks

Systems Administrator

Confidential

Responsibilities:

• Supported Confidential data network dat provides services across 4 campuses
• Implementation and integration of Cisco access layer Ethernet switches (3550, 3560 and 3750) within the campus infrastructure
• Managing and troubleshooting Cisco IP Telephony including CUCM, CUC and voice gateways
• Maintained campus wiring closets, switches, routers, and network cabling
• Performed troubleshooting for issues related to FAX, V224 and V248
• System administration for core Unix servers providing required network services such as DNS, DHCP, SAMBA and mail servers

Peer Tutor

Confidential

Responsibilities:

• Tutored students for courses such as Java 1, Java 2 and Linux Operating System