SUMMARY:

• CCIE Voice certified with 7 years of experience in Cisco IP Telephony and Contact Center Enterprise products Understand customer requirements, Involve in System Integrations, implementation and customer support and documentation.
• Install, upgrade and configure the Cisco Voice Components such as ICM - Router, Logger, AW/HDS, CTI, CAD, PGs, Finesse, SIP Proxy, CVP servers, CUIC, Voice Gateways(MGCP,H323,SIP), CUCM, Unity for Voice Mail systems.
• Functional experience in Unified CVP comprehensive deployment model with Confidential ICM Enterprise
• Using with Cisco tools to order the cisco software’s, and licenses.
• Understand the ITIL Principles and process for Service and Problem Management.
• Experience in analysis of historical and real time data with CUIC templates, diagnostics features and end to end serviceability
• Hands on experience on call routing scripts using the ICM script editor utility for Micro apps and VXML applications.
• Work on Proof of concepts and Prepare the CRD, LLD, HLD, As Built and UAT test case documents.
• Execute the Go-Live and Post Production support for voice infrastructure.
• Coordinate with Cisco TAC/PDI Help desk for Unknown issues & repeated problems

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Understand customer UC and Confidential solutions architecture
• Identify the list of Cisco and Non Cisco components that needs to be upgraded as part of the project
• Prepare HLD, LLD and MOP documents for individual components that’s part of upgrade
• Work with Vendors like Cisco, ATT, Nuance and internal teams like Server and Network teams during the planning and implementation
• Work with testing team and business users to prepare a test plans
• Work with Windows and Server team to upgrade UCS Firmware, ESXi and FI to supported versions
• Upgrade Cisco ICM, CVP, CUCM, CUC, IM&P to 10.5 in lab and pre-prod environment before deploying it in Production in phased manner
• Upgrade IOS components like CUSP, CUBE, Media resource Gateways and VXML gateways
• Install PCD and PLM as part of CUCM 10.5 upgrade
• Work with Service providers to order additional WAN circuits for SIP trunks
• Install additional CER, CUBE, CVP, VXML Gateway and NSS Servers to support additional capacity required as part of expansion.
• Perform capacity analysis and Solution audit to identify the required servers and licenses to support additional call volume
• Install additional CUCM, CVP, VXML, CUBE and NSS licenses as part of expansion

Confidential

Responsibilities:

• Order required CUCM and Unity Connection licenses and Software through PUT
• Prepare the CRD,LLD,HLD,As Built and UAT test case documents
• Deploy OVA templates for CUCM and Unity Clusters in VMWare environment
• Install Call Manager and Unity Connection cluster and restore the database from old cluster
• Upgrade voice gateways IOS and phones firmware
• Work with security team to unblock the ports for communication between DC servers and Phones
• Work with business users to run test cases during Go-Live
• Provide Go-Live and Post production support
• Provide knowledge transfer and handover to operations teams
• Create knowledge articles related to project tasks for future

Confidential

Responsibilities:

• Understand the Business needs and provide the solutions for Cisco IPT and IPCC.
• Create the required VM Machines for UC and Confidential in UCS platform.
• Upgrade and Install the HDS-AW Servers
• Upgrade and install the Roggers,CAD,CTI,CTIOS Servers
• Upgrade and Install the PGs(VRU,CUCM)
• Migrate and configure the CVP VXML/Media/Call Servers, Reporting Servers
• Install and Configure the Finesse Servers
• Configure the Ingress and VXML Gateways
• Working with Cisco PDI Helpdesk/Licensing team/TAC for assistance
• Working on Cisco tools(Upgrade software orders, Licensing, ordering) Testing the solutions with Proof of concepts and review the solutions with Design Meetings
• Prepare the CRD,LLD,HLD,As Built and UAT test case documents
• Execute the Go-Live and Post Production support.
• Hand off the projects the Support teams.

Confidential, Bloomington, IL

Responsibilities:

• Understand the Business needs and provide the solutions for Cisco IPT and IPCC.
• Investigate the feasible options for UC solutions.
• Create the Architecture Decision/Design Control/SOW documents for solution road map.
• Testing the solutions with Proof of concepts and review the solutions with Design Meetings.
• Hand off the projects to Implementation and Support teams.
• Involving into meetings with vendor for Integration between UC to other telephony systems.

Confidential

Responsibilities:

• Design the IP Telephony cluster
• Making the necessary changes to WAN and LAN network for IPT
• Call manager installation and configuration of 8.X
• Configuration of Route groups and Route lists and patterns.
• Installation of MGCP/SRST Voice Gateways.
• ICM installation and configuration of 8.x(Router,Logger,AWS,HDS)
• Installation of PGs, CTIOS, CTI servers and Configuration.
• Configure the Network VRU, Skillgroups,Call types, Numbers, Agent Teams, Trunk groups and PGs.
• Documenting the Design and implementation and Testing plan
• Installation and Configuration of IPIVR/UCCX
• Configuration of Agent Phones as 79XX,99XX
• Integration between Call Manager and IP IVR/UCCX
• Production support for escalated IPT and IPCC tickets.

Confidential

Technical Support

Responsibilities:

• Provide solution and support for end user problems.
• Verify & Trouble shoot IPT & Contact Center issues reported by the users
• Verify & modify the call flow (Scripts) based on the customer requirements
• Create & Upload / Modify the IVR scripts & prompts for new teams
• Respond & provide solutions for change requests as per the customer business requirements
• Collecting Dump Logs (PIM, OPC, RTR & CGA etc…) from IPCC servers for diagnosis & troubleshooting
• Configuration of Unity servers
• Installation and configuration of Voice Gateways (H.323 & MGCP)
• Installation and configuration of Cisco Catalyst Switches 6509.
• Configuration of Route Groups, Route Lists and Route patterns.
• Configuration of Cisco IP phones 7940, 7965 and 7975.
• Configuration of Hunt groups and speed dials
• Coordinate with Cisco TAC for Unknown issues & repeated problems.
• Configuration of ICM servers
• ICM scripts editing
• Installation of Cisco Confidential Communication Manager.
• Configuration of CUCM for IPCC setup.
• Configuration of IVR Servers
• Installation of CTI toll kits for Agents

Confidential

Communication Manager

Responsibilities:

• Configuration of CUCM and Unity Connection.
• Installation and configuration of Voice Gateways
• Installation and configuration of Cisco Catalyst Switches 6509.
• Configuration of Route Groups, Route Lists and Route patterns.
• Configuration of Cisco IP phones 7940, 7965 and 7975.
• Configuration of Hunt groups and speed dials

Confidential

Communication Manager

Responsibilities:

• Configuration of RG/RL/RP
• Configuration of H.323 Gateways
• Configuration of Cisco IP Phones
• Installation of Cisco Unity Connection
• Configuration of IVR messages in Unity Connection