PROFILE AND SKILLS SUMMARY:

• UCCE (Cisco Unified Contact Centre Enterprise) Support (7+ Years)
• System Administration and Technical Support (6+ years)
• Client services (5+ years)
• UCCE Deployment and Configuration with CVP Integration (3+ Years)
• CUCM/UCCX Deployment and Configuration (3+ Years)
• UCCE Call Flows and ICM Scripting (2+ years)
• Documentation (1+ years)
• Bachelor of Engineering - Electrical Engineering
• Skilled and Experienced in UNIX, LAN, SAN and WAN Environment
• Over 7 years work experience in Telecommunication and Converged communication industry, especially excellence on delivery, integration and support on Cisco contact center solution to large financial corporation .
• Seeking a position as a team-player in an IT services organization where I can maximize my client-service experience to demonstrate the ability to drive results and utilize my skills in a challenging environment to achieve the corporate goals

SPECIALTIES:

• Unified Contact Center (Cisco ICM, CVP, IPIVR, CUIC, Finesse, Outbound Dialer, ICM Scripting, ACD, Routers, Loggers, PG, AW - HDS)
• Unified Communications (Cisco CUCM, CME, Unity Connection, UCCX, Telepresence, CUBE, Voice/VXML Gateway, SIP Proxy, H.323/MGCP/SCCP/SIP Protocols)
• QoS, Security and Routing/Switching
• Virtualization (UCS B & C Series, VMWare, Nexus 7K/5K Switch, SAN)
• Cisco Hosted Collaboration (VOIP) Solution

AREAS OF EXPERTISE:

Operating Systems: Windows NT/XP/Vista/7/10, Windows Server 2012 R2 and UNIX (Solaris, Linux and AIX)

Software: MS Office 2016, Visio, Multimedia editing for Windows, MS Project

Networking: LAN Management using Cisco Switches, Routers and Directors over FC and IP (Cisco Catalyst 6509 Switch)

Programming: ICM Scripting, Oracle 11g, MS Access 2016, MS Excel 2016

Language C/C++, C#, JAVA, HTML, MS SQL: Queries/Administration & Database

Other Software: SharePoint, ICM Script Editor, Verint, Apache Tomcat, AutoCAD& Web Application PSpice, SSH, FTP, SAP, CITRIX, VMWare (ESXi 6.x), Active Directory

RELATED EXPERIENCE:

UCCE Consultant

Confidential, New Jersey

Responsibilities:

• Provided Architecture of Cisco Collaboration and UCCE 11.5 Core Infrastructure with Finesse and Jabber - Upgrade, Deployment, Configuration with Scripting and Troubleshooting for 3000 agent call center
• Research for Deploying and Building Cisco Unified Contact Center Enterprise for CVP Environments Customer Voice Portal (CVP) support and VXML scripting
• Lead Infrastructure projects and project teams for Cisco CUCM 11.5 with a large capacity SIP Trunk
• Cisco Unified Intelligence Centre (CUIC) Design, Testing and Custom reporting
• Administer, configure and troubleshoot MiaRec Call Recording for Call Center with vendor
• Delivered UCCE solution covering ICM, IVR, CVP, Scripting and CAD for over 3,000 seat Contact Center following ITIL process
• Performed end to end deployment of an IPCC system with CVP including VXML Scripting and Gateway selection and installation, PSTN Call routing with multiple CUCM clusters and supporting Agent to agent call delivery via Translation routing.
• Managed and Provided Knowledge Transfer for Installing, Maintaining and Upgrading CUCM, UCCE servers and Scripting.
• Troubleshooting day to day incidents involving Call Center incidents using JIRA ticketing system.

Voice Application Specialist

Confidential

Responsibilities:

• System administration and management of the Contact Centre environment including Cisco VOIP (IPCCE/ICM Version 10.2) and Interactive Voice Response systems (IVR) as well as Customer Voice Portal (CVP) for top Canadian Financial Institutes
• Provided Day-2 support for over 5,000 seat Contact Center in a large Financial Institute, including maintenance, system integration, upgrade and troubleshooting.
• Administrated various systems, configuring moves, add & changes (MAC) for the contact center environment with support and troubleshoot of CTIOS/Finesse and ICM Scripts
• Performed and Implemented IP DIALER (Cisco SCCP Dialer/ SIP Dialer / OnQ) administration, configuring and troubleshooting
• Customized stock reports and created dashboards using Cisco Unified Intelligence Center (CUIC) administration and troubleshooting
• Provided 24/7 operational support and monitoring for UCCE/UCCX on rotational on-call duty
• Administrated regularly scheduled installation of MS/UNIX patches and Cisco ES (Engineering Specials)
• Proactively ensured Call Center (UCCE/UCCX) application resilience
• Worked with team for the management, development and support of incidents and assisting with resolution and root cause analysis (RCA) within SLA timeframe
• Worked with onsite remote staff as applicable and other members of the team in the delivery of voice and contact center services
• Participated in synchronization and implementation of Disaster Rule Plan (DRP) for call center operations annually
• Performed an Administrative Workstation forklift upgrade, moving the Historical Database, Reporting Templates and Saved Reports to a new server along with all the AW functions
• Installed a UCCE environment for a Large Municipality using IPIVR(UCCX) and Cisco MCS Hardware to support 1000 Agents, Later the environment was redesigned to support 2000 Agents using Cisco UCS technology with additional IVR capacity
• Implemented IPCC Enterprise Solutions in a Post Routing Environment. Installed Infrastructure from an End to End perspective, Network Installation, Voice Gateways, Network QOS

UCCE Support Engineer

Confidential, Bloomington, Illinois

Responsibilities:

• IP contact center (IPCCE/ICM Version 8.0) support and operation for Confidential
• Troubleshooting Intelligent Contact Management (ICM) and CVP related issues. Mostly ICM as CVP was supported by different group
• Worked with scripting and routing logic of skill based routing
• Worked on reporting engine such as WebView
• Worked on MAC’s (Move, Add and Changes) as per request
• Worked with other group members to install MS patches and Cisco ES (Engineering Specials) as per need and 90-day cycle basic
• Communicated and recommended scopes for improvement
• Maintained cross-departmental communication with stakeholders as per project requirements
• Worked with ticketing system to log and update for troubleshooting findings
• Worked with Vendor/Cisco for issues and apply fixes where necessary

Documentation Specialist

Confidential

Responsibilities:

• Worked closely with application developers for documentation requirements
• Created and edited various descriptive documents including graphics for system installation to ensure the documentation is clear enough to help the beginner and detailed enough to be useful for advanced users
• Documented and posted instructional guides, online and desktop help guides, reference manuals, and job aids for applications
• Gathered and documented business requirements and current business processes
• Communicated and recommended scopes for improvement
• Maintained cross-departmental communication with stakeholders as per project requirements