SUMMARY:

Total 9.7 years of experience with 7.3 years on Confidential Voice devices and applications including Nortel, Octel Voicemail Servers, Vocera and Page gate server, Possess a good experience on Project planning, Installation and Support Activities.

TECHNICAL SKILLS:

TDM - Telephony: Have a very good working knowledge on - Nortel 81C, 61C, 11C and 11C Mini

IP - Telephony: Have a very good working knowledge on Confidential UCCX, Call Manager, CME, Gateways and Unity Connection.

Tools: RTMT, Confidential -OVO, NNM, NAS, OVPI, Advent net (Net flow Analyzer), Confidential Remedy, Auto-task and AVITA (Ticketing-Tools).

Database: Oracle 11i.

Language: C, C++, COBOL.

Operating system: Windows 7 and NT / 2003/ 2008 R2 Server.

Web Programming: HTML, DHTML.

Wan: Leased Line, E1/T1/, DS3, and ISDN. PRI/BRI, Frame- Relay, Dialup Technologies.

Routers: Cisco16xx/17xx/18xx/26xx/28xx/36xx/37xx/72xxEnterprise Routers Cat 6500. Native IOS.

Switches: Confidential Catalyst 29xx/35xx/37xx/45xx/65xx Series Switches.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Network Voice and Data Engineer

Responsibilities:

• Managing Pearl Vodafone Network Infrastructure and making sure 100% SLA
• Day to day Pearl Data and Voice Management
• Management and Troubleshooting Confidential UCM cluster
• Configuring Call Manager Express(CME), Confidential Unity Express(CUE), UCCX
• Configuring Confidential Routers and Switches for Voice
• Configuration of Voice Interfaces: FXS, FXO, ISDN T1/E1 PRI, T1/E1 CAS
• Deployment of Confidential IP Phones - Series: 791X, 794X, 796X and SIP SPA Phones
• Configuring VoIP & Pots dial-peers, Route patterns, Route lists
• Configuring H323 gateway
• Configuring inter-cluster trunks without gatekeeper and SIP trunk
• Configuring Extension Mobility, Device Mobility and Unity Call handlers
• Configuration of call signaling protocols on Voice Gateways H.323, MGCP and SIP
• Troubleshooting on Internet/Intranet, LAN /WAN using Routers, Switches and has and understanding of TCP/IP, RIP, OSPF, IGRP, and EIGRP, VLAN, STP, Ether channel and HSRP.
• Broadband and BTS voice support.
• Fine tune network device configurations.
• ISP internet traffic management.
• First point of Contact for all UFS Call center issues, UCCX, Call Manager and Unity connection.
• Working on UCCX Scripts and management.
• Responsible to fix Complex escalated issue.
• Working with vendors and service providers during the service level review to discuss the SLA on the prior notification of alerts, various circuit related issues, problem management or frequently occurring issues which in turn determines their performance to achieve the quality of service
• Weekly Network Maintenance and Change implementations.
• Working on Escalated incident tickets and new service Requests.
• Working on VOIP protocols like SIP, H.323 and MGCP and Telecom infrastructure protocols like ISDN and analog signaling.
• Maintain and update voice network diagrams and vendor information for voice network devices
• Work with Third Party Providers to assist in Problem resolution of telecommunication Problems.
• Perform and produce root cause analysis in accordance with the Procedures Manual and good troubleshooting and analytical skills.

Confidential

Senior Network Engineer

Responsibilities:

• Configuration and management of 342 Voice Network site
• Cluster management and single site management
• Configuring Features such as Speed dial, Call forwarding, Call Park, Hunt…
• Taking proactive troubleshooting on the triggered alert and follow up with client
• Configuration of call signaling protocols on Voice Gateways H.323, MGCP and SIP
• Responsible for all escalated issue on UCCX, CUCM, UNITY Connection, Syntellect.
• Configuring and Modifying UCCX Scripts.
• Providing SLA Report on weekly basis.
• Configuring IP Phones, Unity Call Handlers VG224, traces, alarm, CTI port and troubleshooting.
• Configuration of call signaling protocols on Voice Gateways H.323, MGCP and SIP
• Configuring Survival Remote Site Telephony
• Configuring Partitions, Calling Search Spaces
• Configuring Voice gateway - VG224
• Configuration of call signaling protocols on Voice Gateways H.323, MGCP and SIP
• Responsible for Avaya and Nortel daily PBX Maintenance activity.
• Providing internal technical support for 180 Call taking Agents across the globe.
• Successfully completed Data Center movement within the SLA Period.
• Maintaining and updating site network diagram and Documents.
• Leading an offshore team with 16 members from Chennai.
• Configurations of end user features like extension mobility, hunt group, call barge.
• Coordinating with vendors for various issues.
• Part of incident and problem management Team.
• Key Member in change Management.
• Understanding client infrastructure and providing SIP.
• Handling critical and escalated tickets.
• Weekly maintenance activities in voice network.

Confidential

Senior Network Engineer

Responsibilities:

• Responsible for day to day Data and Voice activations, terminations, modifications and troubleshooting as per the incident thru remedy tickets.
• Working with vendors and service providers during the service level review to discuss the SLA on the prior notification of alerts, various circuit related issues, problem management or frequently occurring issues which in turn determines their performance to achieve the quality of service
• Weekly Network Maintenance.
• Maintaining interim reports and service plan.
• Working on incident and problem management tickets.
• Additionally providing offshore Network RIM Support for Confidential.
• Understanding on VOIP protocols like SIP, H.323 and MGCP and Telecom infrastructure protocols like ISDN and analog signaling.
• Maintain and update voice network diagrams and vendor information for voice network devices
• Work with Third Party Providers to assist in Problem resolution of telecommunication Problems.
• Perform and produce root cause analysis in accordance with the Procedures Manual and good troubleshooting and analytical skills.

Confidential

Specialist -System

Responsibilities:

• Responsible for L2 escalation from the customer US, UK and Asia pacific region.
• Administration and support of telephony systems eventually across multi-country sites.
• Plan and implement changes to the telecoms environment.
• Audio conference account configuration and maintaining (Orange / Inter call).
• Worked with Incident /Change Management report on the Problem reported and meet Customer SLA as agreed.
• CME and CUE IOS release up graduation
• Client interaction to resolve any problems and queries.
• Sharing the scope of work with client and keep on updating the day to day activities.
• Ensure all system is proactive monitoring and keeping the system updated (patches / Firmware) to minimize breakdown.
• Responsible for handling voice related issues from different sites and day to day activities.
• Working with vendors and service providers on circuit related issues and frequently occurring issues.
• Focus on Continuous Process Improvement. Suggest, define and design processes for daily development, maintenance, and operational activities escalate or recommend solutions.
• Participate in SIP and root cause assessments against performance, compliance and maturity findings to identify improvement opportunities
• Managed Orange and Intercall audio conferencing accounts for around 300 users in my project.

Confidential

Subject Matter Expert

Responsibilities:

• Providing technical support for American business consumers especially like Attorneys and consultant it’s an Enterprise support.
• Answering to customer’s query via phone, and also handling the Tickets which is raised by internal SAGE SOFTWARE Users
• Assisting customer to install Timeslips on servers like Windows NT 4.0 server and Windows 2003 server, and also installing Timeslips in Standalone computer with Windows XP and Vista Machine.
• Also Troubleshooting Database related issues and configuring BDE (Borland Database Engine) by Accessing Customers Computer Remotely.
• Also handling a small team in my process.
• Providing support for the agents on the floor and training them on product.
• Preparing customer satisfaction survey and average handling time reports for all the individuals under my process
• Call escalation and call tracker analysis.
• Point of reference for questions, problems, suggestions, and complaints about the problem management process; recommend needed adjustments to the problem system, as appropriate.
• Update process models and relationship to data and technology
• Troubleshooting hardware and operating system issues for Confidential Laptops and Desktops.
• Handling escalated calls.