PROFESSIONAL SUMMARY:

• Masters in Computer Application (MCA) & Having 7+ years of IT experience in Cisco Confidential or VoIP & UCCE, Networking, Hardware & . Specialized in Cisco Unified Communication Manager, UCCE, Cisco Unity Connection
• SIP Trunking and Voice gateway for 3+ years’ experience.
• Involved in Day to Day Support on Cisco Confidential & UCCE.
• System Integrations, implementation and customer support and documentation.
• Expertise in leading and working with diverse vendor relationships.
• Strong technical skills and knowledge of the Telecommunications/Information Technology industry.
• Understanding customer requirements, resource & time management.

TECHNICAL SKILLS:

Cisco IPT: Cisco Unified Communication Manager 4.x, 6.x,7.0,7.5,8.5: Deployment Model, Publisher & Subscribe Relationship, Administration and Managing User Account, Endpoint, Cisco Unity Connection and Integration with Cisco Communication Manager, Cisco IP Phones 7942, 7962, 6921, Cisco IP Communicators(CIPC). Configuring Unified Communication Server. Basic Model: DHCP, TFTP, Regions, Location, Device Pools Call Routing Component: Route Group, Route List, Route Pattern, Hunt Group, Hunt List, Hunt Pilot, Digit Manipulation with Translation Pattern. Calling Privileges: Time of Day Routing, Partition, Calling Search Space, Client Matter Code, Force Authentication Code. Media Resources: annunciator, Conference Bridge, Media Termination Point, Transcoder, Music on Hold Server. User Feature: Extension Mobility, Call Park, Directed Call Park, Call Pickup, Group Call Pickup, Other Group Call Pickup, and Call Back, DND. Other VoIP product skills: Grandstream, yealink

Cisco UCCE: Configuring CTI Route patters, Translation patters, PG user associations, Route Patterns in CUCM. Skill group, Dialed number, call type, CTIOS Agent, CTIOS Supervisor configurations as per customer requirements. Troubleshooting and support on UCCE end users issues especially on CTIOS agent desktops, Extension mobility, logs & etc. Working on Cisco ICM scripts, Holiday changes, call routing especially for defects, enhancements, new scripts. Basic SQL queries for troubleshooting UCCE calls, HDS data sync verifications, CUIC reporting. Working on ICM Router, Logger, peripheral gateway(PG s) related issues CUSP routing configs and troubleshooting.

SIP Proxy Server: Configuring of stateful SIP Proxy server for Registration, routing Sip requests Load balancing. Troubleshooting of Sip issues

Content Services Switch: Configuration of CSS Switch for Load balancing Media & VXML Server.

Voice Gateways & VXML Gateways: Configuring and troubleshooting issues on Voice gateways and VXML Gateways Configuring Dial peers on both Gateways Configuration of TCL files on VXML gateways Configuration of SIP, MGCP, CUBE functionality, H.323, Codecs, ISDN Configuration of IOS based and Hardware based MTP, Transcoders.

IOS IP Telephony Skills: VXML Gateway: Clearing media file caches, taking debugs. Signaling and Codec: SCCP, RTP, cRTP, RTCP, H.323, MGCP, SIP. Configuration of Analog (FXS, FXO) and Digital Interface (T1, E1), ISDN (BRI/PRI). Codec s:G.711, G.729. SRST and MGCP fallback configuration

PROFESSIONAL EXPERIENCE:

Confidential, Bloomington, IL.

Senior VOIP Engineer

Responsibilities:

• Centralized SIP Trunking design, Implementations for remote locations.
• Preparing Design document for all locations.
• Doing site survey and preparing document on existing voice infrastructure, then storing all data in SharePoint site.
• Creating individual site design document & cutover implementation document.
• Reviewing with internal team, getting approvals on the Implementation documents.
• Creating change request as per plan and cutover date, following up for all the approvals.
• Performing VOIP Cutover to convert old local site based routing to new centralized SIP Trunking.
• Configuring Route Patterns, Route partition, Calling Search Space, Translation patterns, SIP Trunks, CUCM Group, Device pool, AAR configurations changes, and SNR setting changes.
• Converting MGCP based VG224 to SIP based VG224. Removing old configs and adding new SIP based configs both in CUCM side as well VG224 IOS side.
• VOIP Gateway configs - T1 link, Trunk, dial-peer configuration changes.
• Working on Incident, Problem, and Change Management only related to Centralized SIP Trunking.
• Troubleshooting & fixing if any issues on SIP site cutover.
• Providing Post cutover support on Migration sites.

Confidential, Detroit, MI.

Senior UCCE/Voice Engineer

Responsibilities:

• Monitored Confidential & UCCE system and components.
• Performed VOIP sector configuration and service administration
• Worked on Incident, Problem, and Change Management.
• Troubleshooted & provided L1, L2 supports for all Confidential or IPT & UCCE issues.
• Configuration of IP Phones, Extension Mobility profiles, End user profiles, Voice mail profiles.
• Troubleshooted Incidents (Tickets) to ensure day to day business issues are resolved in a timely fashion.
• Implemented change requests for Confidential applications and work along with vendors/ client wherever change coordination is required.
• Implemented Cisco solutions such as Cisco CUCM, Unity Connect.
• Cisco Contact Center Enterprise 8.5 Design, Implementation, Administration and ICM Scripting
• Resolved networking issues in IPT engineering applications by diagnosis and troubleshooting at Level 3.
• Cisco Unified Contact Center ICM Scripting including Custom scripting to solve complex business problems
• Cisco Unified Contact Center Express Scripting.
• Configuration of CUCM for Integration with Verint I360 like SIP trunks, recording profiles & IP extensions.
• Configured of stateful SIP Proxy server for Registration, routing Sip requests Load balancing.
• Cisco Customer Voice Portal CVP Scripting
• Translated and Program Business Requirements of Contact Center into working Solutions using UCCE\CVP Scripting
• Worked on permanent fix for repetitive incidents along with Supervisors/SME and ensure to maintain knowledge base on critical issues / errors.
• Handled UCCE Router, Logger, PG, and HDS, CUIC, CTIOS related issues.
• Maintained Operation’s & reporting to Head Operations.
• Managed Confidential Applications, VOIP Products

Confidential, Detroit, MI

CISCO UCCE/Voice Engineer

Responsibilities:

• Analyzed old Traditional Telephony systems to convert to Cisco Confidential, UCCE.
• Installed & configured Cisco IP Phones, CIPC, and CTIOS to end users.
• Configured CUCM related configs for new office migrations.
• Provided support for Avaya Communication Manager and ACD
• Programmed ICM and IVR Scripting based on business requirements for a 24x7 Contact Center
• Cisco IPT Design, Implementation, Support, Administration for Unified Communications Manager 8.x
• Cisco Contact Center Enterprise 8.0 Design, Implementation, Administration and Scripting
• Cisco IOS Telephony Router Configuration and Implementation.
• Performed as an IPT\UCCE Engineer with Project Management Responsibilities for System upgrades.
• Analysis of business calls flow requirements and setting up.
• Troubleshooted & provided L1, L2 supports for all Confidential or IPT & UCCE issues.
• Installations & configurations of Cisco Gateways- MGCP, H.323, SIP.
• Troubleshooted of Sip issues
• Configurations of T1/E1 & troubleshooting calls in gateways.

Confidential, Philadelphia PA.

Network Administrator

Responsibilities:

• Installed & supported L1 support on Cisco IP Phones 6921, 7942, 7962, CIPC, Grand stream, Confidential IP Phones.
• Troubleshooted & provided L1 supports for all Confidential or IPT issues.
• Configuration of Extension Mobility profiles, End user profiles, Voice mail profiles.
• Troubleshooted Incidents (Tickets) to ensure day to day business issues are resolved in a timely fashion.
• Implemented change requests for Confidential applications and work along with vendors/ client wherever change coordination are required.
• Worked on permanent fix for repetitive incidents along with Supervisors/SME and ensure to maintain knowledge base on critical issues / errors.
• Configured & checked T1/E1 links, coordination with telecom service providers.
• Installed & Configuration Cisco Routers, Switches.
• Maintained the office LAN & VLAN design, reporting to Head Operations.
• Managed Confidential Applications, VOIP Products

Confidential

Network Engineer

Responsibilities:

• Scheduled new Project discussions.
• Gave on Cisco products, CCNA, Computer advance courses.
• Marketed all type of VOIP & Telecom products.
• Installed Cisco IP Phones 7942, 7962, CIPC.
• Snom IP Phone solutions to different clients.
• Installed Grandstream, Confidential IP Phones.
• Marketed and provided solutions on Cisco Confidential . Available on Request.