SUMMARY:

• Network Analyst with over 3+ years of experience in the industry, which includes expertise in the areas of Voice over IP and Proficient in Routing and Switching.
• Experienced with Cisco Unified Call Manager, Cisco Unity Connection and CME router
• Extensive knowledge in configuring, maintaining and troubleshooting Cisco Voice Gateways and troubleshoot complex call routing issues and equipment upgrades
• My strong knowledge in troubleshooting and isolating the problem helped business partners to save Big Bucks
• Hands - on experience in Cisco Router and Switches
• Strong knowledge in Voice communications technology and VOIP protocols
• Diagnosed WAN issues including T1’s, PRI’s and Metro Ethernet circuits. Coordinated replacement of network components with local exchange carrier (LEC)
• Configured Auto Attendant, Voicemails for users on Cisco Unity Connection using Call handler
• Configured SRST for the Agent offices when primary WAN connection goes down
• Troubleshoot and resolved countless VOIP related issues and have been monitored the sites
• Excellent knowledge in understanding routing protocols - EIGRP, OSPF and BGP
• Configured, maintained and troubleshoot EIGRP and OSPF
• Thorough understanding in switching technologies like InterVlan, VTP, VLANS and STP
• On call with site contact, PRI provider (Confidential) at the time of cutover, cutting over the site and make call to test everything is working as configured
• Have been working on tickets that come into the HPSM Ticketing system, read the logs of the ticket open by the user and troubleshoot accordingly
• Troubleshooting different call features: call forward, call forward all, call transfer etc. in IP Telephony
• Troubleshooting phone unregister issue, verify dial-plan in Call manager and Dial-peer in Router
• Troubleshooting ISDN PRI Router issues, SRST issue, Call Manager using RTMT and Traces
• Managed weekly status meetings and updates on Engineering Projects, developed and documented policies, procedures, standards and guidelines

TECHNICAL SKILLS:

Route Switch Hardware: Cisco Routers and Switches, Nexus Switches.

VOIP Hardware: Unified Call Manager, Unity and Unified Call Manager Express.

Routing Protocols: WAN, SIP, SCCP, ISDN PRI protocols, Routing Protocol (OSPF, EIGRP and RIP), Brief knowledge on DHCP, DNS. TFTP and FTP

Switching Protocols: Brief knowledge on HSRP, VRRP, VTP, InterVlan routing.

WAN technologies: Frame relay, MPLS, leased lines & exposure to PPP and T1/PRI

Network Tools: Wireshark, n-GeniusONE, Gigamon/GigaVue, Opnet, RTMT, CUCILYNC, Splunk, Translator X

WORK EXPERIENCE:

Confidential, Bloomington, IL

Network Analyst

Responsibilities:

• Supporting more than 18000 Confidential Agent offices and corporate offices within USA and Canada related to Data, Voice and QoS related issues.
• My fast troubleshooting and resolution skills helped agent offices and operation centers to maintain their business up and running 24/7 without any loss or failure to deliver.
• My clear understanding of problem and isolation helped State Farm to save thousands of dollars during outage(s) or catastrophic failures.
• Receive calls from State Farm Agents and Business Partners in Call Center environment which comes in the form of tickets in HP Service Manager - A ticketing tool and working with them to resolve their issues.
• Configuring Cisco Unified Call Manager (CUCM), Cisco Unity Connection (CUC), and Voice Routers with CME for the State Farm agent offices
• Involved in configuring, Device Pools, registering phones to CUCM, Call Park, Call Forward, SNR, Speed dials.
• Expert in understanding the call flow for On-net and Off-net calls
• Deep knowledge in understanding Dial-peers, translation patterns and Voice-ports
• Configured Router Patterns, Router Groups, Router Lists, Hunt Groups, Hunt Pilot
• Analyzing and troubleshooting Route Patterns, Partitions, and Calling Search Spaces in a complex LAN/WAN environment
• Configured and installed VOIP devices and IP Phones such as, 7962, 7975 IP phones of 7900 series along with 7915 and 7916 side cars
• Ability to configure Single Number Reach (SNR) and change the timers according to the requirement of the user
• Troubleshoot LDAP sync issues in CUCM
• Handled SRST, Voice Routing Protocols, QoS and Voice Gateways
• Pulling logs on CUCM and CUC using Real Time Monitoring Tool (RTMT version 9 and 10.5) tool and WINSCP further analyzing the changes made in the clusters using Translator X
• Troubleshooting and configuring complex State Farm agent offices like Multi Agent Offices (MAO) and Multi Offices Agents (MOA)
• Strong skills to troubleshoot wiring from Voice Gateway to a 66 block
• Performing CUCM or UC pre-validations and checkouts while other teams are performing upgrades.
• Troubleshoot Metro Ethernet, T1's and PRI’s circuits and coordinating with TELCO to bring them up to work.
• I was involved in setting up network trace requests from various teams which involved tools like Infinistream console, GigaMon/Gigavue, Application Trans/OPNET and analyzing trace in Wireshark
• Coordinating and supporting field technicians from vendors like Confidential, Black Box and CompuCom who works on site to fix the circuit issues for the Agents
• Hands on installing the latest SD-WAN technology equipment’s like Viptela and Velocloud routers.
• Knowledge on pulling real time network captures using Mini Protocol Analyzer and TCP Dumps.
• Solving high priority tickets, involved in making change tasks working with level 3 team to make these changes.
• Experienced in setting up Cradle Points for network backup in case of T1 failures.
• Debugged and fixed the problems caused by duplex mismatch between vendors in a large network consisting of multiple LANs and WANs environment
• Working with AT&T to report and troubleshoot various network issues like TCP/IP, VLAN, MPLS, routing issues like OSPF, BGP
• Ability to trace down a node in the network and its connectivity
• Ability to create or understand T1 loopback plugs utilized in diagnostic and identifying the vulnerabilities in cables or T1 card along the network path.
• Have hands on experience on Cisco Switches 2960, 3750, 3850, 4500 and 6500 series
• Installed and configuring Cisco Routers - 2800, 2911, 2921 - series
• Troubleshoot finding a node in Nexus Fabric Switches - 9k 7k 5k - series
• Troubleshoot and recover network nodes that have failed the acceptance process
• Documenting the tickets with clear troubleshooting steps and root cause analysis for the issues
• Good knowledge in understanding Unified Contact Center (UCC) components and the call flow.
• Ability to pull CVP logs and understand the call flow in case of any scripting issue or call failure occur for an incoming/outgoing call in a Call Center
• Good understanding of ICM, CVP, CUCM component, SBC and Ingress Gateway
• Ability to analyze SIP messages if there was an internal call failure from Operation centers to Agent offices knowledge on how to use SQL queries which are required in locating GUID, Peripheral ID, script that is being hit by the call.
• Good Knowledge on SD-WAN components and the way it works.
• Ability to install Viptela and Velocloud edge routers at customer sites.
• Knowledge on how to troubleshoot trouble tickets on SD-WAN broadband connections and working with GTT (service provider) to resolve issues.

Confidential

Associate Systems

Responsibilities:

• Involved in maintaining the internal LAN/WAN infrastructure for corporate headquarters.
• Troubleshoot the infrastructure that has EIGRP and OSPF as the routing protocols
• Replacing branch hardware with new 2851 routers and 2960 switches
• Working on various scanning and sniffing tools like Wireshark
• Upgrading and backups of Cisco router configuration files
• Settings of the networking devices (Cisco Router, switches) co-coordinating with the system/Network administrator during implementation
• Pushing AAA/SNMP for authorizing/authenticating users to access the routers and switches
• Provide first-level technical support; assisting users who have network problems
• Understanding of Change, incident and problem management.
• Able to work as part of a team, and work shifts, evenings and weekends.