SUMMARY

• 17 + years of IT experience with Architecture, Analysis, Design & Support software applications (standalone, client Server & Web based) under UNIX & WINDOWS environment.
• Successfully completed various diversified projects in VOIP and IP Telephony systems, Trader Voice (Alliance / Unigy), CUCM, Avaya, CRM, SBC (ACME/Oracle) and IVR (Interactive Voice Response) etc.
• Supported all aspects involved in design, implementation and support of Wireless projects, voice projects (TDM & IP PBXs - CUCM & Lync) and video managed services.
• Extensively involved in configuring SBCs (ACME application session controller) and new generation Cisco routers (ISR - G2s) with card configurations, SIP profiles, dial plans, Codec, CDRs, POTs, VQM. QoS, Routing etc.
• Implemented contact enter applications, VOIP applications (IPFlex, IPTollFree, IPTelephony, VDNA etc), analyze and troubleshoot for real time services. Involved in migrating legacy applications to new web service applications.
• Write / Maintaining DLPs (Desk level procedures for end users), Day2ops procedure, service provisioning docs and mentor other team members.
• Experience Confidential managing cross-functional teams for fast-paced projects as well as complex projects. Strong Leadership & Communications skills, good team player.

TECHNICAL SKILLS

Hardware: Cisco ISR G1 & G2s routers, Avaya Conversant, Hubs, Voice quality monitors

Network related Software: Network protocols, Routing protocols, Voice protocols

Web: HTML, XML, and VB

RDBMS: Oracle, SQL Server

Platforms: Unix, Solaris, Windows

Environment: Telecommunications, Trader Voice, CRM, Pharmaceuticals

Languages/Scripting: Voice@Works, VXML, QTP, Load Runner, VBScript

CRM: Seibel

Testing Tools: QualityCentre, ClearQuest, Visio, Remedy, Bugziila, Vantive

Source Code: Sublime, PVCS, CVS, Star Team

Process: Agile, Waterfall, ITUP

PROFESSIONAL EXPERIENCE

Confidential

Technical Architect

Responsibilities:

• Evaluate, architect and engineer an enterprise premium voice solution using IPC Turrets & Cisco phones, oracle ACME servers (ACME session controllers), CRM applications (Beacon/Compass) on IPC (Alliance / Unigy) & Cisco (CUCM) platform.
• Extensively involved in the configuration & validations for ASC servers, risk analysis and mitigation process.
• Participate in new architecture, and/or technical solution development, engineering and deployment of complex SIPAsS projects.
• Evaluate vendor products, conduct proof of concepts and build proto-types
• Create various documentation deliverables including design documents (HLD, LLD), test plans, network architecture diagrams, site prep documents etc
• Extensively working on day 2 operational procedures and bank related process/risk items.
• Implement products, features, applications and services in pre-production and production networks. Extensively involved on boarding the new services / users.
• Actively participated and troubleshooted production issues

Confidential, NJ

Systems Engineer

Responsibilities:

• Lead architect for designing, implementing and maintaining BVoIP applications using TDM & IP PBXs (CUCM, Microsoft Lync, Shoretel, Siemens Openscape etc) & Cascaded SBCs.
• Worked closely with various business units to gather business requirements and translate into IT systems & application requirements (High Level Design).
• Lead various VoIP applications architecture and worked with onshore and off shore architects, Engineers, Developers, Operations & Support teams.
• Worked with Voice Engineers to integrate voice, data and video applications on LAN and WAN using agile process.
• Extensive knowledge of LAN, WAN, Dial peers, CDRs, VQM, Routing Protocols (BGP, OSPF), QoS, IPv4 & IPv6 design.
• Create high level design documents necessary for the implementation and supported Confidential &T voice infrastructure based on the ETG (engineering & troubleshooting Guide) rules.
• Working with middleware products and their relationship to the network infrastructure including Citrix Metaframe, Tomcat, Websphere, Oracle IPSA (IP Service Activator).
• Debug production issues daily basis and redesign & improve the Voice applications based on users input.
• Support test and turn up activities on customer edge routers. Configuring LAN & WAN interfaces, TACAC, CDR, IOS changes on production routers.
• Monitored the IPT and VoIP implementations and make sure they are in accordance with customer expectations.
• Intensively involved in knowledge transfer training and end user trainings.
• Fully supported test and turn up and complete roll-out of voice, assisted with helpdesk customer tickets by troubleshooting problems with regard to the VOIP systems

Confidential, NJ

IVR Analyst

Responsibilities:

• Responsibility includes Identify, Define and Document the High level requirements for Confidential Insurance/Bank, Call Center Applications involving AVAYA IVR/CTI, ASPECT Dialer, NICE, etc Technologies.
• Define current/future state process flows, document use cases and activity diagrams. Collaborate with Development and QA to ensure accurate implementation of business/system requirements.
• Ability to mediate between development team and internal client in the design and use of applications. Ensures system capacity and facilities necessary to meet business demands.
• Design, Maintain and Support IVR applications for different business units (Call Centres) using AVAYA CONVERSANT, ScriptBuilder, ASAI Interefaces, Vonetix, VXML and C/C++ language on UNIX.
• Build and develop interactive relationships with relevant business sponsors. Work with developers and end-users with the primary focus being on translating business objectives into clearly written business requirements.
• Improve & continuously enhanced IVR/CTI applications.
• Knowledge and hands-on of AVAYA PBX Switches, ACD, CMS, Intuity AUDIX system and exposure to Siebel CRM.

Confidential, NJ

Analyst

Responsibilities:

• Worked with members of the architecture team (Application, Data and Infrastructure) to implement end-to-end performance measurement tools/frameworks and to define non-functional requirements for performance testing.
• Developed, tested and supported applications involving various components of the system for pharmaceuticals using manual and automated testing tools.
• Created QTP Scripts using descriptive programming. While recording test, inserted checkpoints like Standard, Text/Text Area, Bitmap and Database, parameterization, created reusable actions.
• Created Shared Object Repository in Quick Test Pro and created some user defined functions.
• Proactively design solutions to insure quality, stability, performance and maintainability

Confidential, NJ

IVR/CTI Developer

Responsibilities:

• Working on various Telephony projects (International, Domestic, DSL …etc) involving IVR & CTI Applications using LUCENT/Avaya CONVERSANT, Telephony Server PassageWay.
• Designed and developed IVR scripts using SCRIPTBUILDER, External function’s using TSM and DIPs (Data Interface Process) using ASAI and C Language under UNIX. Provided communication support between host machine and presentation machine using TCP/IP.
• Develop Maintain and Support CTI Applications which involves coding SmartRouter scripts, stored procedures on SQL Server Database and Administer Tserver PassageWay & ASAI on Windows NT.
• Knowledge of Lucent’s G3V5 PBX Switch, CMS, Intuity AUDIX system, LAN Gateway
• Maintaining & backup all speech pools and the versions of applications in SABLIME.