Team Lead Resume

CAREER OBJECTIVE:

Working with a dynamic environment, professionally participating in growth of the organization and establishing identity in Information & technology.

CAREER SUMMARY:

IT Professional nearly 11.5 Years’ experience as Network and System Engineer and has worked on UCS, CUCM, CME, CUE, ICM, CTI, CUPS, Meeting place, WebEx, CUIC, CVP, CER, Unity connection, UCCCE, Routers, Firewalls, Jabber etc. Experience includes Design L3 and L2, Implementation, configuration, administration, troubleshooting & fine - tuning of Cisco IP Telephony with Cisco Call Managers, Call recording System (Verint), inbound and outbound Fax Administration, and additional experience of Citrix server administration.

PROFESSIONAL EXPERIENCE:

Confidential

Team Lead

Responsibilities:

Configuring, Upgrading and Troubleshooting L2 and L3 level problems of the Cisco Call Manager 9.x, Cisco CME and CUE; CUPS, Unity issues;, UCCE, Peripheral gateways, CUIC, CTI, CVP, VXML, WebEx, Jabber, VPN, and firewall configuration for the client Confidential Networks.
Opening cases with TAC Engineer and following with them on Critical Issues, like Analyzing SDI and SDL traces and Root cause analysis.
Implementing basic firewall changes
Troubleshooting of the IPCC, PG, CTI toolbar.
Troubleshooting Gateways for the inbound and outbound calls.
Documentation on various processes like Procedures to install various Plugins, new CM installations, upgrades to Call Manager, UNITY connection and Routers etc.
Worked on Avaya to Cisco migration project. worked on up gradation of the call managers, CME and CUE.
Making firewall changes for the client.

Confidential

TECH-LEAD ITIS

Responsibilities:

Troubleshooting L2 and L3 level problems of the Cisco Call Manager7.x, Cisco CME and CUE; Unity issues for more than 50 US based Cisco customers.
Opening cases with TAC Engineer and following with them on Critical issues, like Analyzing SDI and SDL traces and Root cause analysis.
Opening cases with Nexus and Threadfynn for the IPCC related issues and assisting them in the resolution.
Troubleshooting Gateways for the inbound and outbound calls.
Documentation on various processes like Procedures to install various Plugins, new CM installations, upgrades to Call Manager, UNITY and Routers etc.
Managing a team of 15 VoIP Engineers, and taking the escalation calls
From the customers and working with managers on the SLA and other important discussions for customer satisfaction.

Confidential

Specialist Networks

Responsibilities:

Complete Troubleshooting of the of the IP Telephony problems
Provisioning and troubleshooting of the CISCO and Avaya phones
Provisioning and troubleshooting of the special trading phones (TURRETS) for the client Confidential .
Creation and modification of the technical documentation related to the process for our client.

Confidential

Junior Technical Services Engineer

Responsibilities:

Complete Troubleshooting of the of the IP Telephony problems.
Working with Call Manager and Unity Servers.
Monitoring Call Manager performance, Quality of services, Codec for inter-cluster and intra-cluster IP communication and taking appropriate action.
Troubleshooting the Router and Switch level problems, such as high traffic, serial and fast Ethernet links.
Complete Administration of the Call recording system (Verint), which includes configuring IP Extensions for call recording, channel mapping, Monitoring and troubleshooting the Call Recording problems with Cisco IP Desktop Application and CTIOS id.
Complete Administration of inbound and outbound fax, dial peer configuration in Gateways for inbound faxes and TOPCALL as the outgoing Fax application, high level troubleshooting of the Fax related problems in the company.
Remedy Management - Monitoring IP Phone and Call Manager & Server related tickets & providing support for resolving them to ensure Service Level Agreement (SLA) timeliness are met appropriately.
Provide technical support on VOIP phone.
Work with remote access tools like RDP, SMS mini remote tool & VNC.
Helpdesk management - (Team of 4 engineers) - Monitoring all call on supervisory levels. Giving solutions to L2 calls. Generating weekly/ monthly reports for management.

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