SUMMARY:

• A highly competent Cisco Voice Engineer with a Cisco CCIE (Collaboration) and Cisco CCNP (R&S) Certifications.
• Dedicated and result - orientated engineer with a many years of experience focused on Support, Administration, Design, Implementation and Development of high-performance Cisco Unified Collaboration solutions.
• Seeking a position in the fields of Cisco Voice/VOIP/Collaboration Engineering to leverage my professional expertise and utilize my result-driven ability for development and profit of the firm.

TECHNICAL SKILLS:

• Expertise in Cisco Collaboration Technologies including Cisco Packaged Contact Centre Enterprise (PCCE) v11.5, CUCM (Versions: 9.x, 10.x, 11.x), CUC (Versions: 9.x, 10.x, 11.x ) & Call Handlers, CUCME & CUE, IM & P Server & Jabber Client, Finesse Server, VCS server and SRST, and got the training on Cisco UCCE v11.5.
• Design & Deployment of Cisco Collaboration Technologies with Cisco 6K/7K, including bulk administration, provisioning and management of endpoints and users accounts. Hands on experience with VMware EXi 5.5 with vSphere Client; and Cisco UCS C Series servers: C220/C240, and Microsoft AD with Server 2012.
• User management and Cisco Endpoint Registration with CUCM, CUC, Cisco PCCE and UCCE systems and Verint WFO Call Conversation Recording systems.
• Experienced in configuring Gateways: H323 & MGCP, SIP Trunks & SIP profiles, Digital PRI/T1, Analog FXO/FXS ports, POTS & VOIP dial-peers; Media Resources; Route Groups/Lists/Patterns; Hunt Groups/Lists/Pilots; Translation Patterns/Translation rules & profiles; Route Points, Partitions & CSS etc...
• Configured, Registered and Setup: 99xx, 79xx & 69xx series of IP Phones.; and have a Hands-on experience on Digital Gateways: 39xx, 29xx, & 28xx & Analog Gateways VG310/320; and Cisco Switches: 37xx, 35xx & 29xx.
• Skilled with in-depth understanding of different Network Management, Troubleshooting, Debugging and Monitoring tools like SolarWinds, TruView and the Cisco RTMT tools. Created the CMR in the Ivanti Heat ITSM System. Resolved the issues through Ivanti Heat ITSM/ BMC Remedy Ticketing Systems.
• Experienced in configuring VLAN, STP, Trunks, Ether channel, Port security, DHCP, NAT, PAT, TELNET, SSH and a multi-protocol environment such as OSPF, EIGRP and BGP.
• A proven ability to interact with Cisco TAC Engineers and vendors for problems resolution, and enabled and collected all different types of logs and traces as requested by Cisco TAC Engineers, and Excellent logical, analytical, problem solving, verbal and written communication skills.

PROFESSIONAL EXPERIENCE:

Cisco Telecommunications Engineer

Confidential, New York, NY

Responsibilities:

• Administered and Maintained the Cisco Collaboration Network with Cisco PCCE v11.5, Cisco Finesse System v11.6 & CVP v11.5, CUCM; CUC and IM & P Server v11.5, Cisco Gateways R3945/2911/ VG310, Cisco Collaboration Endpoints, and a Verint Call Conversation Recording System, in a Multiple Sites Environment.
• Configured and provisioned Cisco Finesse Agents, Route Points, Precision Queues, User Attributes, Skill Groups, Application User, Teams and Basic changes in Call Routing Script for the Cisco PCCE System. User management and Cisco Endpoint Registration with Cisco CUCM, CUC, Finesse and Verint Systems.
• Configured and implemented the Call Handlers changes for different sites and Resolved CUC related issues with Voice Directory, Voicemail access and Voicemail to e-mail box issues for different users.
• Coordinated with Cisco TAC Engineers for Finesse Connection Failure and CUIC Reporting Users’ Log In issues. Collected & Uploaded the logs with a RTMT & CVP Diagnostic tools, and using a Procmon and Dumplog ulitilites.
• Created the CMRs in Ivanti Heat ITSM System, Successfully configured and implemented the required changes for Right FAX & Analog FAX Installations, Blocking the Spam Calls, and MOH implementation. Investigated the static related issue with Verint Recording System. Upgraded the Finesse Servers from v11.5 (1) to v11.6 (1) ES4.

Voice / Network Engineer

Confidential

Responsibilities:

• Implemented and deployed IP Telephony based mid-size and small multi-site projects for clients, with Cisco Business Edition 6K/7K, Communications Manager (CUCM), Unity Connection, CUE, UCCX and CUBE and Voice gateways (MGCP, H323 and SIP).
• Provided support for troubleshooting Voice gateways; Resolved endpoints Registration issues, Dial-peers & CODEC issues; User Management and improved client satisfaction by troubleshooting and resolving VoIP issues in a timely manner.
• Monitored network devices using CA Nimsoft monitoring tool. Troubleshoot using various debugging traces with Real-Time Monitoring Tool (RTMT).
• Performed technical evaluations of products and provided recommendations to ensure voice, network stability and optimum performance.
• Undertook troubleshooting of day to day LAN / WAN Connectivity problems for remote offices.
• Documented common issues and wrote how to’s for these issues to reduce troubleshooting times in the future.

Network Administrator

Confidential

Responsibilities:

• Installed, tested and troubleshoot hardware and software in a LAN/WAN environment.
• Implemented new software and upgraded existing software on different laptops, PCs and Windows Servers. Troubleshoot end-user problems relating to network connectivity, TCP/IP configuration, OS issues, and resolved software issues include virus, spyware, registry, and data backup.
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts. Maintained a record of on-going and recently completed jobs and kept team up-to-date .
• Provide In-home service at Client's Premises to install and configure router and network device. Resolve the LAN issue (wired and wireless) at customer place.
• A coach, leader and trainer within the store; provided training and guidance to team members in improving their performance and building good customer relations.
• Established strong customer relationship, leading to increase the number of “Customers for life”. Advised customers making new purchases; answered their tech-related questions.