SUMMARY:

• Fast track telecom professional with excellent track record of leading Cisco Contact Center systems and VoIP technology projects through successful implementation of strategic plans and initiatives of reducing cost and elevating customer satisfaction.
• Able to succeed in dynamic environments and skillfully manage multiple tasks while remaining reliable and focused.
• Strong interpersonal skills, proficient in fostering positive professional relationships and communicating effectively at all levels.
• Design, Implementation and troubleshooting of carrier class voice and contact center systems using Cisco UCCE | CUCM technologies
• Excellent knowledge of CUCM technology and strong fundamentals of IP and VoIP protocols such as H232, MGCP, SIP, TCP, UDP, DHCP, FTP, TFTP, ACL, QoS, VRRP, HSRP
• Excellent knowledge and skills at automation, AI, monitoring and assurance of providing 99.999 reliable services
• Proficient in UNIX and Linux operating systems and C, C++, JAVA, SQL, shell programming and scripting
• Excellent knowledge of Cisco routers, switches and voice | data networking, IOS etc.

EMPLOYMENT HISTORY:

Voice Applications Specialist

Confidential

Responsibilities:

• Responsible for administering and support of large carrier class enterprise contact centers with over 10,000 agents in the financial and government sector clients in North America
• Design, deploy and troubleshooting of complex UCCE/CUCM solutions including ICM, CVP, FINESSE, CUIC, IP - IVR, Dialer, CUSP, OnQ, CUIC and other inter-connects with Linux/Windows/Oracle/SQL components
• Actively participate in the design, architecture, implementation and delivery of 24/7 services with strict SLAs, and lead incident escalations related to the contact centers to prompt resolutions
• Ensuring of consistent quality operations of highly integrated/automated monitoring system to augment support of 24 x 7 production clusters with multi- site, duplex redundant configurations totalling over 40,000 agents
• Participate on demand after-hour on-call support and perform other assigned tasks
• Create, update and maintain documentation of evolving UC environment and operational procedures
• Responsible for Capacity and scalability advice, upgrade and migration planning
• Act as a technical training resource, mentoring new Engineers, delivering training to the team
• Work closely with Cisco TAC and other Product development teams to fix critical time sensitive issues and root cause analysis

Voice Network Specialist

Confidential

Responsibilities:

• Provide 2nd and 3rd tier Support for Cisco Unified Communications products (CUCM, Unity connection, UCCX, Presence, Emergency responder, Meeting place etc on version from 6.x to 9.x. CME, SRST Voice Gateways, UCCE and CVP
• Escalation resource to support communications protocols such as H323 / SIP / MGCP / SCCP / QoS / QSIG / T1 CAS / AMIS / G.711 / G.729. related issues
• Manage VoIP and other communications systems; provide daytime and off-hour support coverage for problems with supported equipment. Respond to such events with appropriate troubleshooting, and problem remediation
• Build several POCs simulating interoperability and compatibility of traditional telephone systems with Cisco UC products. Installing and testing of new IOS Software and Hardware releases prior to being deployed into customer premises production network
• Routinely monitor Telecommunication equipment, inclusive of ensuring that daily, weekly and monthly patching and system health tasks. Generate system performance reports for manged service customers
• Act as a mentor to Telephone Engineers and provide an excellent role model for process, procedure, and critical thinking
• Interact with customer to resolve any issues before, during, or after service engagements. Schedule on-site visits when necessary to oversee the support services.
• Prepare and submit reports and documentation for methodology, processes, and procedures for current and future VOIP infrastructure deployments and support

Team Lead

Confidential

Responsibilities:

• Participated in roadmap planning as key member of UC technology team: technology leadership, resource planning, timelines, critical-path, and budget for our integration team
• Designed and Engineered Motorola’s internal IT infrastructure for both data and voice, also priming on implementing multi-cluster CUCM, Unity connection, CER, UCCX, Presence solutions
• Communicated with various engineering, sales, and customer IT teams to negotiate solution requirements and coordinated successful delivery of distributed Voice and Data solutions
• Evaluated product development and testing methodologies: implemented suitable best practices enhancing team productivity
• Successfully completed all projects complying to Motorola Quality gating and PLM best practices, standards, and policies

ICT Consultant

Confidential

Responsibilities:

• Lead a professional services delivery team, worked on major projects for Regional enterprise voice/data network deployment and upgrade, converging networks to deliver IP telephony solutions with Cisco and Nortel/Avaya Unified communication products
• Successfully designed and deployed 2000 plus user Cisco IP telephony solution integrating with legacy PBX environment that included 8 call centers and unified voicemail systems
• Successfully completed implementation of new corporate network architecture for converged voice and data communications including re-design, configuration, testing, training and documentation
• Installed and configured Cisco 1700/2500/2600/2800 series routers for various branches and provided connectivity with central Cisco 3600 series router with Frame-relay for VOIP
• Supported technically for fiber optic cabling and installing media converting devises
• Worked on a Unified Communications project, coordinating with teams in US, Singapore, and China
• Appointed as solutions architect, prepared unsolicited proposals for global Telecommunications and ISP operators: responsible also for RFPs and Tender preparations
• Developed & implemented enterprise level dial plans, long distance trunk aggregation & toll-bypass/TEHO

Telecom Engineer

Confidential

Responsibilities:

• Worked on several TDM/IP PBX projects including customer station review/requirements gathering, system configuration, testing, commissioning and maintenance
• Coordinated with peer engineering as well as other third-party IT teams and successfully completed a complex integration project consisting of PBXs, voicemail systems, CTI server, contact center server and other database/reporting modules
• Tracked and resolved production support issues and provided senior management with periodic reports including peak-hour performance issues, agent productivity, trunk utilization, etc. with appropriate remedial proposals where necessary
• Deployed distributed corporate communication networks with coordinated dialing plans, Tie lines, PRI (E1/T1), and ESN configurations
• Engineered upgrading of HP corporate voice network with advanced software version: software and hardware platform cutover, new feature additions and 4,000 users
• Worked on several other ACD, CTI, and IVR installation and maintenance projects
• Recognized as the best employee of the year and received corporate commendations