SUMMARY:

• Senior Cisco UCCE/IPT Consultant with 10+ years’ experience with various Cisco Voice Products including Unified Contact Center Enterprise, Customer Voice Portal, Communications Manager, Unity, and Unity Connections.
• Cisco Certified Professional & Sun Certified Consultant
• Expert in implementing Cisco UCCE, ICM, CVP, CTI/CTIOS, Call Manager.
• Worked on Cisco UCCE (7.0, 8.0, 9.0, 10.5), CVP, CUCM, CUSP, CISCO GATEWAYS,CISCO PGW and CVP CALL STUDIO for call flow design.
• Expert in , ACD, Verint Impact 360 solutions, IVR, Call Center Reporting .
• Experience with requirements analysis, architecture, resource and time management, design, code implementation, quality assurance, documentation and integration.
• Expertise in leading and working with diverse vendor relationships.
• Strong technical skills and knowledge of the Telecommunications/Information Technology industry worldwide.

TECHNICAL SKILLS:

• ICM Scripting
• Configuring agents, skill groups and teams
• Configuring Outbound Campaigns
• Configuring Labels for VRU (Voice Response Unit) and IP phones
• Configuring Dialed Numbers and Call Types
• Configuring Dial Plan. Network VRU’s
• Configuring PG explorer, Trunk Groups
• Administration of Router, Logger, Database Manager and Admin Workstation.
• Using HDS for historical reporting
• Installation of CUCM Server
• Defining clusters
• IP phone, Video Phone and third party sip phone registration
• Extension Mobility
• Integration with Cisco Unity
• Hardware Conference Bridge, MTP and Transcoder configuration
• Integration with Active Directory servers
• Integration with Cisco Gatekeepers
• Administration of CUCM
• Installation of Presence
• Adding users in presences
• Integration with Active Directory servers
• Troubleshooting of CUPS client
• Configuring of Stateful SIP Proxy server for Registration, routing Sip requests Load balancing.
• Troubleshooting of Sip issues
• 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
• Administration and Configuration of Peripheral Gateways
• Collecting and Analysing PIM, Ctios server, OPC, PGAG logs
• Troubleshooting PG failure, Fault Tolerance, loss of Data issues.

PROFESSIONAL EXPERIENCE:

Confidential,Auburn Hills, MI

Cisco Voice Engineer

Responsibilities:

• Facilitated discussions with internal clients to understand departmental telephony needs, recommended process improvements, and documented requirements
• Functioned as customer technical liaison.
• Coordinate with engineering teams on operational system expansion.
• Provide technical assistance to third - party and client operational staff.
• Configured reporting server and CUIC server along with vendors and assisted in contact center reporting issue.
• Facilitated switching and routing configuration work.
• Co-ordinate with vendors, technical teams and users for Phone related issues and dispatch hardware’s to Clients.
• Configuration and troubleshooting UCCE components.
• Participated in UCCE scripting and implemented migrations.
• Analyzed and resolved issues for ICM and CVP systems.
• Provided technical support for voice recording and CVP applications.
• Documented ICM scripts, gateway configurations and translations.
• Supported Unity projects and voice recording profiles.
• Installed and tested Jabber for desk phone control processes
• Cisco IVR Design, Implementation, Administration and ICM Scripting
• Call flow designs in call studio.
• Monitor and update Cisco IP phones and extensions as needed.
• Deliver on-site engineering support and handled specialized IP telephony equipment.
• Helped internal contact centre managers with issues related to Verint recording.
• Set up new hire employee’s (agent) from phone, ctios desktop.
• Setup employees in EVR,QM, Advanced scorecard, and viewer and trouble shoot Verint (EVR) issues.

Confidential,Providence,RI

Cisco Voice Engineer

Responsibilities:

• Perform VOIP sector configuration and service administration.
• Provide technical assistance to third-party and client operational staff.
• Assisted with helpdesk customer tickets by troubleshooting problems with regard to the VOIP system.
• Assisted in migration project from Avaya to Cisco.
• Facilitated switching and routing configuration work.
• Co-ordinate with vendors, technical teams and users for Phone related issues and dispatch hardware’s to Clients.
• Configuration and troubleshooting UCCE components.
• Respond to IPT engineering problems by detailed procedure of troubleshooting and diagnosis of IPT domain.
• Implemented Cisco solutions such as Cisco CUCM, Unity Connect.
• Co-ordinate with offshore teams in relation to technical issues and resolve.
• Advanced call manager to the standard version and updated system to support the VOIP enforcement.
• Deliver on-site engineering support and handled specialized IP telephony equipment.
• Helped internal verint team members with server related issues.

Confidential, Orlando, FL.

Cisco Contact Center Enterprise/IPT Consultant

Responsibilities:

• Cisco Unified Communications Manager Support Configuration and Integrations
• Cisco Unified Contact Center ICM Scripting including Custom scripting to solve complex business problems
• Cisco Unified Contact Center Express Scripting.
• Working on Verint Impact 360 call recording solution. Building and configuration of recording of calls for different environments like development & simprod
• Taking requirements for different line of business and implementing in Verint for recording.
• Working on WFM & Project co-ordination for implementations and Roll-outs.
• Configuration of CUCM for Integration with Verint I360 like SIP trunks, recording profiles & IP extensions.
• Cisco Customer Voice Portal CVP Scripting
• Translate and Program Business Requirements of Contact Center into working Solutions using UCCE\CVP CALL STUDIO and ICM Scripting
• Provide Technical Support For IP Telephony Solutions for Existing UCCE Expansion Projects.
• Genesys CIM management layer SCI, error handling,alerting,CIM reporting
• Genesys CIM routing(IRD, Multimedia), GVP Infrastructure

Confidential, CAN

Cisco IP Telephony\Contact Center Engineer

Responsibilities:

• Served as Technical Contact between Customer and Cisco Partners\Resellers
• Lead Engineer for IP Telephony System Upgrade, and Support and ongoing Administration.
• Lead Engineer for Contact Center Enterprise Scripting System Upgrade and CTIOS Support.
• Provided support for Avaya Communication Manager and ACD
• Worked on Avaya Aura System, Session Manager and Aura Application Enablement Services Remote Gateways, ESS/LSP.
• 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..
• Lead IPT\UCCE Engineer with Project Management Responsibilities for System upgrades.
• Provide Level 2\3 Troubleshooting, Support and Problem Resolution for Existing Staff.
• Developed Custom database driven Web Applications for Cisco Unified Communications Manager.
• Developed System Documentation for Cisco IP Telephony and Cisco Contact Center.

Confidential,CAN

Network Engineer

Responsibilities:

• Provided computer help desk support via telephone communications with end-users and through remote access (LAN Desk).
• Creation of users, 24/7 On call Support.
• Answered over 100 calls and emails to support software and hardware issues
• Responsible for daily, weekly and monthly backups for production as well as test servers (AS400).
• Responsible for troubleshooting hardware issues, exchange server issues and printer issues.
• Worked with various heat ticketing tools such as Remedy, Heat and Applications.
• Responsible for daily downloads of sales from various retail units.
• Excellent communication and diagnostic skills, consistently solve problems and rarely escalate issues.
• Notified users of system status whenever there is an anticipated outage or unscheduled downtime occurs.
• Resolved user problems on initial call over 98% of the time.
• Selected to create new procedures to improve department productivity and train new members.
• Responsible for monitoring production servers.
• Ship and receive backup tapes through Recall offsite tape process.
• Performed diagnostics and troubleshooting of system issues.
• Optimized system performance and spool utilization. Responded to system hardware/software error messages, storage and hardware configuration problems.
• Escalating calls and issues where necessary to senior managers and team leaders.
• Authorized Service level agreement for internal/external customers for users/security administration.
• Provided technical support for systems and applications within organization.
• Configure, troubleshooting, maintain and support for Cisco Unified Communications Manager, Unity.
• Worked in setting up of web site and the online portal for travels and tours division

Confidential,CAN

Linux / Windows Administrator

Responsibilities:

• Configured Widows Deployment Servers, DHCP Servers, Windows2008 servers - Active Directory and added users.
• Installed and Configured Exchange Servers (2010) as member as well as domain.
• Configured the services for sharing the resources from UNIX such as remote login through TELNET, FTP.
• Installing windows OS on client machines.
• Configuring Windows 2008R2/Windows 2012 servers.
• Installation of Red Hat Linux OS using NFS, FTP, HTTP, CD-ROM and Hard drive
• Ability to document procedures and processes accurately
• Administrated DHCP, DNS, NFS, and Samba services in Linux.
• File system Administration, Setting up Disk Quota, configuring backup solutions.
• Managed Disks and File systems using LVM on Linux.
• Troubleshooting logon problems, boot process and printing.