SUMMARY

• Overall, 9.5 years of experience in various voice products like Cisco Unified Communications Manager, VCS, TMS and Cisco Unity Connection with expertise in plans, designs, implementation, problem solving, troubleshooting, support and administration.
• Having 7 years of experience in Unified Contact Center Enterprise, Customer Voice Portal, ICM, PG with designs, implantation and administration.

PROFESSIONAL EXPERIENCE

Confidential

Communication Engineer

Responsibilities:

• Participated in UCCE scripting and implemented migrations.
• Analysed and resolved issues for ICM and CVP systems.
• Manages the configuration, deployment, and administration of voice/video(VC) and Networking systems including routers, switches, Call Manager, Unity, and Contact Center, TMS
• Provides management, administration and support of Cisco Call Manager, Cisco Presence Server, TMS, Unity and Contact Center, Cisco routers, Cisco switches
• Creates and maintains detailed project plans, scopes of work, diagrams, and other technical documentation of the enterprise voice/ video network Documented ICM scripts, gateway configurations and translations.
• Suggested latest upgrades for current IPT infrastructure components.
• Facilitated discussions with internal clients to understand departmental telephony needs, recommended process improvements, and documented requirements
• Co - ordinate with vendors, technical teams and users for Phone related issues.
• Configuration and troubleshooting UCCE components.
• Monitor and update Cisco IP phones and extensions as needed.
• Deliver on-site engineering support and handled specialized IP telephony equipment.
• Implemented Cisco solutions such as Cisco CUCM, Unity Connect.
• Worked on design and implementation of Dial-plan for Inbound and Outbound calls in CUCM Clusters.
• Good understanding on ICM/CVP Call flows
• Open trouble ticket and working with global major telecommunication carrier such as TATA Communication, BT and ATT etc. for DID number range issue, toll-free number issue, ISDN (T1/E1/PRI/BRI) circuit fault / down issues
• Work on performance and quality of the RingCentral Collaboration Services
• Installation and Configuration of different UCCE components (Call Router, Loggers AW/HDS, Peripheral Gateways, CVP) ICM Version 10.5, 11.0 and 11.5
• Worked with Cisco TAC with respect to different UCCE upgrade
• Configuration and Day to day Long pending issues
• Migration from on premise voice infra to cloud solution RingCentral
• Plan and coordinate with cross-functional teams to assure timely implementation
• Manages the configuration, deployment, and administration of voice and Networking systems including routers, switches, CUC, CUCM
• Provide timely project status updates to customers, project managers, and management
• Assist in planning for the future strategy of networks and telecom

Confidential

Sr. Administrator

Responsibilities:

• Primary Tier 3 escalation point / POC of Cisco IT global operations (Operations Command Center) high priority Cisco Unified Communications / Voice / VoIP infrastructure incidents for Short term fix to reduce the downtime without violating the SLA and closely working with problem management team for root cause analysis as well as long term permanent fix through PBI ticket.
• Oversee end-to-end non-functional/performance testing, from test design up to an including test scenario implementation and analysis and result reporting.
• Working as part of Business Collaboration and Software Platform (BCSP) in resolving level 3 incidents escalated by GBS (Cisco’s Global Business Services) team / tier 2 global team for the global Cisco voice / unified communications infrastructure which includes Cisco Campus, branch office, sales office, partner site etc.
• Reviewed and validated understanding of customer design requirements as well as recommended process changes.
• Worked on design and implementation of Dial-plan for Inbound and Outbound calls in CUCM Clusters.
• Provided help to client (State Farm) on troubleshooting Routers, Switches and Cisco VoIP products.
• Performed Administration and Deployment of CUCM, Unity Connection, Upgrade to Cisco Unified Communication Manager 10.5 to 11.5
• Deployed several multisite VoIP installations with centralized call processing using CUCM 11.5
• Troubleshoot call routing issues using debugs and traces to identify and correct issues.
• Configuring and troubleshooting of call signalling protocols on Voice Gateways H.323, MGCP and SIP.
• Review the business and technical requirements with customers, providing solutions that best address the customer's needs.
• Monitor network operations utilizing troubleshooting software (Wireshark, RTMT, TranslatorX) and assist the client with resolving any voice network connectivity issues.
• Manages the configuration, deployment, and administration of voice/video(VC) and Networking systems including routers, switches, Call Manager, Unity, and Contact Center, TMS
• Provides management, administration and support of Cisco Call Manager, Cisco Presence Server, TMS, Unity and Contact Center, Cisco routers, Cisco switches
• Creates and maintains detailed project plans, scopes of work, diagrams, and other technical documentation of the enterprise voice/ video network

Confidential

Technical Lead

Responsibilities:

• Configure new business lines and assigned contact centre agents in to business groups.
• Configure IVR Scripts and upload IVR as per business requirement.
• Hands on Experience Calebrio Recording server and integration.
• Installation and Configuration of different UCCE components (Call Router, Loggers AW/HDS, Peripheral Gateways, CVP) ICM Version 10.5, 11.0
• Worked with Cisco TAC with respect to different UCCE upgrade
• Hands on experience on Enghouse tool for screen monitoring and voice recording.
• Handling cases and providing technical support for Cisco customers and update them under defined SLA’s.
• Provide assistance to the cisco installed VOIP networks like Cisco Unified Communication Manager (CUCM), Cisco Unity Connection, and Cisco Unified Communication Manager Express with Survivable Remote Site Telephony (CUCME & SRST).
• Managing IP-Telephony Cisco call manager Publisher and Subscriber CCM 9.1 and CCM 10.5.
• Configuring and troubleshooting CISCO IP phones (9951,9971,DX650,8945)
• Managing and configuring New End user page, Device profile.
• Managing Signaling Protocols - MGCP, H323, SCCP, SIP
• Configuring hard phone and Soft-Phone for new user.
• Configuring route patterns, translation patterns and transformation pattern of Call manager.
• Configuring and managing H323 Gateways and SIP Trunks.
• Basic PRI troubleshooting.
• Managing and assigning Device Pool, Partitions & Calling Search Space to new user profile.