SUMMARY

• 12 years of extensive professional experience in Networking, Telecommunications, VoIP, Cisco UC, UCC and collaboration technologies.
• Extensive experience in design and implementation of Cisco UCCE solutions for very large, geographically dispersed Cisco Contact Centers in various industries such as high - tech, consumer products, finance, healthcare, insurance, airlines, service providers and counties.
• Extensive experience in design and configuration of Cisco Unified Communication Manager, Cisco Unity Connection, Emergency Responder and Attendant Console.
• Extensive experience in configuring CUBEs, CUSPs and VXML Gateways.
• Extensive experience in installing and configuring Cisco Unified computing systems.
• Wide experience in design, configuration, implementation and support of complex routed, switched voice and data networks.
• Experience in design and configuration of voice gateways, gatekeepers, Cisco routers, and switches.
• Experience in auditing complex voice networks.
• Experience in writing extensive project plans, statement of work, level of effort, customer requirement, and detail design documents.
• Working noledge of 802 based WLAN technologies.
• Good noledge of Java, Java Script, and C. Proficient in using HTML and CSS.
• Excellent communication and interpersonal skills, strong commitment to high quality of work and emphasis on meeting deadlines on deliverables.
• Great Presentation skills and ability to engage audience and initiate conversations.
• Proficient in using Cisco WebEx and Telepresence for virtual meeting and presentations.
• Good team player wif TEMPeffective relationship building, project management, time management and problem solving skills.
• Experience in creating project plan, managing project scope, project schedule, cost estimation, budgeting, change management, resource management, communication management, quality management, risk management and vendor management.
• Good leadership and team building qualities; lead a team of four to six members on many projects.

TECHNICAL SKILLS

Collaboration: UCCE, ICM, CVP, IPIVR, CUIC, CCMP, Unified EIM/WIM & Call Studio

UC: CUCM, Unity Connection, CER and Attendant Console

Call Control Voice: GWs, VXML GWs, ACE, Load Balancers, CUBEs & CUSPs

CC Application: Outbound option, Social Miner and Media Sense Agent Desktops CAD, CTIOS & Finesse

End Points: IP Phones, CIPS, Jabber and Telepresence

Tools: Support tools, EDMT & UCAT

OS: Windows 2003, 2008 and 2012 servers

3rd Party: Nuance ASR/TTS, Nice recording, Exony product suite, eWFMWallboards, Digital Signage & Dashboards

Protocols: SIP, H323, MGCP

Others: Putty, FTP, TFTP server, SQL, Visio, Notepad++, JIRA, Jive

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

UCCE Engineer

Responsibilities:

• Design, configuration and implementation of Complex Cisco Unified Contact Center Enterprise Solution for large enterprises such as Comcast Cable, USAA, Coco Cola Enterprise, Sears, Sykes Enterprise, AMEX, Kaiser, Nissan, PG&E, TD Bank, APS and Continental Airlines. Projects worth total revenue of 30+ millions USD over the period of eight years.
• Design, configuration and implementation of multiple customer communication manager clusters and unity voice mails for agent count ranging from few hundreds to 5000+.
• Work wif different project vendors on their project dependencies and deliverables.
• On many projects, lead a team of four-six Engineers, worked wif a team of over 10 in-house Cisco resources, five different customers IT teams, three Cisco partners and six Cisco vendors.
• Conduct weekly internal meetings to review the progress of the project and also give weekly update to the Cisco project management.
• Work wif the Cisco project manager and delivery manager to halp them meet budget and time requirements and realize their quarterly profit margins on various projects.
• Coordinate wif clients on project deliverables and project status. Create Project plan and reports using MS project. Extensive use of MS Visio for network design.
• Closely work wif the Business Development Managers and the Program managers to develop SoW for the new projects.
• Work wif Cisco Contact Center Business Unit to develop new services offerings and to develop customized solutions for the clients.
• Prepare strategic decisions as well as trade-offs based on project priority.
• Recommend best approaches for implementing enhanced user experience.
• Engage the Cisco A2Q team in designing the UCCE solutions for the customers based on their business requirements and made sure design adhere to Cisco best practices.
• Provide post deployment support for the clients involving multiple call center locations wif more than 4000 agents.
• Engage various technical resources from the Cisco TAC to halp troubleshoot deployment/ post deployment issues and aid in resolving these issues well wifin the time limit agreed wif the customer on the service level agreements.
• Engage in pre-sale activities and develop proof of concept service solutions for potential customers.
• Draft, revise, and present Solution Requirement, Detail Design, Application Design and System Test Plan documents to the customer.
• Audit complex UCCE solutions and recommend best practice remediation.
• Upgrade UCCE systems to the next/latest versions using carefully planned and scripted method of procedure document and following various version compatibility matrices.
• Install, build and add OS on virtual machines for UC and UCCE using docwiki virtualization document for Cisco UCS.
• UCCE data migration using SQL and EDMT tools.
• Install and configure ICM routers, loggers, PGs, AW/HDs.
• Configure ICM config-manager and develop ICM routing and admin scripts based on the business call routing logic.
• Install and configure IP IVR and Cisco outbound Solutions.
• Install and customized IP phones, CIPC, Jabber, and agent/Supervisor desktop solution such as CTIOS, CAD and Finesse
• Install and configure CVP call servers, VXML servers, reporting servers, media servers, operation console and call studios.
• Install and configure CUCM, Unity connection, CER and attendant console.
• Install and configure Cisco Finesse, media sense, WIM/EIM and CUIC servers.
• Install, load/upgrade IOS and configure Voice GWs, VXML GWs, and CUBEs.
• Install and configure CUSPs ACE, Load Balancers and CSS.
• Install and configure SQL Server 2005/2008 and run SQL queries on for various Cisco UCCE components.
• Customize CUIC reports and CTI desktops based on customer business requirement.

Confidential, Chicago, IL

Network Engineer

Responsibilities:

• Collaborated wif over 100 customers to configure and troubleshoot their WAN networks, routers, switches and other devices used by thousands of end-users nationwide, generating total revenue over $4 million.
• Worked regularly wif 15-20 network vendors and 100+ field technicians to design, install, configure, and troubleshoot network equipment.
• Mentored 40+ junior engineers and new hires on best work practices and Confidential &T policies.
• Served as point person for issues escalated by customers; led a team of 4 engineers to resolve all escalated issues.
• Provided phone support to up to 40 customers daily to resolve network issues.
• Troubleshot Cisco IP phones, call manager and unity servers and fixed customer-reported phone issues wif average response times over 25% faster than those specified in Service Level Agreements; praised by Confidential &T management and customers for dis achievement.
• Involved in configuring and troubleshooting of in-house Confidential &T Telco switches which effects thousands of Confidential &T data circuit customers all across the USA.
• Configured and troubleshot WAN networks such as frame relay and ISDN, Cisco routers, Ethernet switches, telco switches, ADTRAN and Extreme routers.
• Monitored customer networks using HP open view and Cisco works and troubleshot any network connectivity issues.
• Involved in in-house projects, responsible for customer requirement gathering, deployment plan, time scheduling, budgeting, estimation, quality planning, task management and change requests. Cross functional co-ordination wif all the stakeholders.
• Documented project work and special troubleshooting assignments.

Confidential, Buffalo NY

Intern

Responsibilities:

• As the primary first level contact for network support, me worked wif approximately 800+ medical students, over 70 faculties and 30 staff to resolve issues wif their computer, hardware and software.
• Involved in implementing a novel program of providing PDAs loaded wif medical dictionary, patient diagnostics software, symptoms checker and online nurse software for over 800+ medical students and 70 faculties.
• Involved in a pilot program of installing web based surveillance cameras in the 24 different laboratories wifin the medical school to remotely monitor the activities around the clock.
• Troubleshot network connectivity issues, LAN networks, windows OS, printers, workstation and servers.
• Installed and administered Windows NT/2000/2003 Servers and PCs.
• Installed and maintained FTP server, IIS4.0, Web Servers and AD servers.
• Performed routing system administration tasks including backups and file restoration.
• Created Global and Local groups for users and assigned access rights as per the security requirements.
• Maintained and updated antivirus patches on the lab network.
• Designed and implemented WLAN solution for a local office network using 802.11b technology.