SUMMARY

• CCVP certified and have around 9+years of experience in Cisco Contact Center products.
• Experience includes Planning, Design and Implementation, Testing and Support of Cisco ICM/IPCC Hosted/Enterprise editions and Cisco CVP solutions along with strong presentation and customer interaction skills.
• Willing to work as a key player in challenging & creative environment.
• Aspiring for a prospective outlook in networking and telecommunication technology where I could employ my technical & managerial acumen and hone them further.
• Unified Communication Professional having 7+ years of experience in Telecommunication, VoIP, Cisco UC, Video and Data Infrastructure dealing in analysis, planning, design, deployment, testing and advanced level support.
• Extensive experience in design and configuration of Cisco Unified Communication Enterprise (UCCE) Communication Manager (CUCM), Cisco Unity Connection, Cisco Emergency Responder (CER) and Attendant Console.
• Experience working on Cisco 7900 series IP Phones, CUCME, CUE, Voice Gateways, PSTN connectivity, TDM to IP integration and migration.
• Expert level knowledge in VoIP, SIP, MGCP, H.323, PRI, PSTN, SIP Trunking, SRST Fallback and Analog (FXS/FXO) Voice Protocols, Routing Protocol (OSPF, EIGRP, IGRP, RIP), Transport Layer Protocols TCP, UDP, and IP Subnetting.
• Having extensive experience on Cisco UCCE/IPCC, CVP/ISN, IPIVR/UCCX/CRS, CTIOS, CAD and UIS server builds. Developed and implemented Cisco IVR TCL Scripts and performed system level configuration and troubleshooting, including Microsoft Windows Server, Active Directory and SQL Server installation and upgrading.
• Provisioned and supported existing infrastructure of Cisco Move, Add, Change Delete (MACD) to CUCMs, CTI Agent, T1s and Call routing. Configured H.323, MGCP and SIP gateways and also implemented SRST.
• Engineered and deployed multiple Cisco Call Manager/Unity and Call Manager Express/Unity Express clusters comprising of more than 15,000 IP Phones.
• Engineered and deployed Unified Call Centre Enterprise (UCCE) across multiple offices utilizing IP IVR with agents. Knowledge in virtualization (VMware) technologies such as vSphere EXSi, and vSphere client. Installed and configured ESXi 5.x and vCenter for UC on UCS C - Series server.
• Designed self-service applications and managed micro-apps using Cisco Unified Call Studio (CVP Studio) including the development of custom palette using JAVA programming.
• Experience using Network troubleshooting tools like WIRESHARK/Ethereal protocol and Solarwinds analyzers to isolate and resolve signaling issues.
• Strong knowledge On Polycom Video Points (HDX 9000, HDX8000, HDX7000, HDX4000, VSX Series), Cisco End Points (Cisco MX800, MX700 MX300, SX80, Tandberg EX90 C40). Configured and managed endpoints using Polycom RMX 2000, CMA 5000, Cisco TMS, VCS-C and E.
• Experience in creating project plan, managing project scope, project schedule, cost estimation, budgeting, change management, quality management, risk management and vendor management.
• Developed and implemented Cisco IVR TCL Scripts, system level configuration and troubleshooting, including Microsoft Windows Server, Active Directory and SQL Server installation and upgrading.
• Deployed VoIP solution for various sites, each with distinct requirements including but not limited to CUCM 8.x up to 10.x with centralized cluster with remote sites running on SRST.

PROFESSIONAL EXPERIENCE

Confidential - Sacramento, CA

UCCE Design Engineer

Responsibilities:

• Provide engineering and support expertise on Cisco UCCE, CVP 10, ICM, IP IVR, UCCX, Cisco Unified Call Manager, Cisco Unity Connection, Cisco IM and Presence, Jabber 10.5, and WebEx.
• Expert level understanding of Cisco ICM, UCCE/IPCC, CVP/ISN, IPIVR/UCCX/CRS, CTIOS, CAD, EIM/WIM, WFM/QM, CCMP, Cisco Finesse, CUIC and other components of UCCE.
• Configure ICM config manager and develop ICM routing and admin scripts based on business call routing logic. UCCE data migration using SQL and EDMT tools.
• Installed and configure CVP call servers, VXML servers, reporting servers, media servers, operation console and call studios.
• Capable of leading design sessions, installing ICM / UCCE, developing call flows, compose technical documentation & mentoring other team members.
• Experience with Call Center Applications such as Contact Center Recording, Workforce Management, Email management, Outbound Dialer. Experience with ICM / UCCE & IPIVR Scripting.
• Developed and implemented Cisco IVR TCL Scripts, system level configuration and troubleshooting, including Microsoft Windows Server, Active Directory and SQL Server installation and upgrading.
• Deployed VoIP solution for various sites, each with distinct requirements including but not limited to CUCM 8.x up to 10.x with centralized cluster with remote sites running on SRST.
• Configured Cisco Finesse, media sense, WIM/EIM and CUIC server. Install, load and upgrade Voice GWs, VXML GWs and CUBEs, CUSPs ACE, Load Balancers and CSS.
• Designed self-service applications and managed micro-apps using Cisco Unified Call Studio (CVP Studio) including the development of custom palette using JAVA programming.
• VoIP strategy and implementation for service and support of the following: Cisco Unified ICM Enterprise Cisco UCC Enterprise, Cisco UCC Express, CRA, CVP, IVR, ACD, OA, ACM, Genesys,TDM and 5,000 IP phones, IVR IP, CMS Call Management System, Nortel Symposium/Contact, Cisco LF Unity / Call Manager / IPT Cisco CTI development.
• Worked on ICM/IPCC scripting, Cisco IPIVR, Cisco CVP, Cisco RSVP for Call Admission Control and SIP, survivability through Cisco Call scripting, Cisco Unified Contact LF Center Enterprise UCCE, Cisco UCCX, Cisco CUCM, Cisco BTS10200 and PGW2200 FXO/FXS/PRI/T1/DS3 Circuits Signaling Protocols.

Confidential - Tyler, TX

Specialist - Voice/ Video Operations

Responsibilities:

• Handling Tier-2 and Tier-3 issues related to CUCM with versions extending up to 10.x, Cisco Unity Connection, CUCME, CUE, UCCX and Cisco Telepresence as well as Polycom video endpoints.
• Design, configuration and implementation of multiple customer communication manager clusters and unity voice mails for agent count ranging from few hundreds to 5000+.
• Maintenance and troubleshooting of Cisco Telepresence CTS 3210, CTS 3010, CTS 1300, CTS 1000, CTS500, C-Series, SX, MX, EX and IX series, Polycom HDX7000, HDX8000 and Creston controllers.
• Provide engineering and support expertise on Cisco Unified CM Administration to include Cisco Unified Call Manager, Cisco Unity Connection, Cisco IM and Presence, Jabber 10.5, and UCCX, WebEx.
• Configured Cisco UCS C Series server and installed ESXi 5.x and vCenter for UC on UCS. Responsible for the configuration, installation, upgrading and validation of CUCM (upto and including CUCM ver 10.x)
• Understanding of the Concepts of CTMS, its role and purposes including CTMS configuration. Hands on Experience of CTMS v1.6.x GUI for multiple customers.
• Basic Log reading e.g. Sysop, CDR logs on CTMS. Handling escalations from Level 2 and engaging the 3rd party vendors for incident resolution.
• Functions and Role of CTS Manager in Scheduled meetings including CTS-Manager configuration. Complete understanding of CTS-Manager’s communication with CUCM (for Meeting Confirmation) and CTMS (Resource checking and confirmation of CTMS resources for scheduled meetings.
• Hands-on experience on UCCE 10.5, CVP 10, IP IVR and Contact Centre solutions. Developing and editing ICM scripts as well as designing custom pallets in CVP Studio to implement effective call routing and management for different call centers.
• Managing the connectivity and quality issues relating to Voice or Video communication between the various endpoints at local and remote locations.
• Configuration and maintenance of SIP trunks and Cisco UCS servers as required by the client.
• Monitoring of Polycom Video Endpoints (HDX 7000, 8000) and conference call management using RMX 2000 Conference Manager.

Confidential - Atlanta, GA

Network Engineer

Responsibilities:

• In-charge, auditing, editing & ICM scripting for time & region based routing; Resolved issues related to Cisco IPCC & Cisco Call Manager; Responsible for generating, uploading & assembling CDR reports on regular basis for all customers; Liaised between external clients & internal operations staff to plan, communicate, report & experience quality of calls routed to call centres of clients - Microsoft, Accenture etc.
• Worked on Cisco Call manager with versions extending up to 8.x, CRA editor, IPCC Express, AS 5400.
• Analyzing and troubleshooting network issues, loads, routing, IP configurations in a WAN network& Gigabit Ethernet support, SNMP
• Understanding and modifying scripts, logs (java, asp, UNIX shell scripts and HTML code).
• Documentation Management (engineering documents, operational run books)
• Tape librarian tasks (handling backup tapes and answering related messages in the console)
• Involved in network monitoring using HP Open view, Protocol testing, Cisco Works, Prognosis as well as call center desktops and admin agents
• Involved in Calculation of Bandwidth requirements for remote branches and configuring Call admission control in H.323 Gatekeepers.

Confidential - San Antonio, TX

Network Analyst

Responsibilities:

• Installation of software, commissioning of core networking systems and network security.
• Applying various security policies and implementation & configuration of VPN’s between firewall and routers for different sites to connect USA and UK client’s Server’s for secure encrypted communications and Remote Access VPN.
• Installation & commissioning of CISCO Layer-2 & Layer-3devices. Installation, configuration & management of CISCO Pix 515E Firewall.
• Configuration and management of Data VLAN’s and Inter-VLAN routing with multi-layer switching.
• Worked on various routing and security policies for effective communication.
• Configuration of VOIP equipments like Nuera F-200, Cisco 5300, T1 Channel Bank, Mediant -2000.
• Maintenance of Database server, Application server & the CTI ( Computer Telephony Integrated Server)
• Migration of RIP V2 to OSPF, BGP routing protocols.
• Configured EIGRP for Lab Environment. Implemented ISL and 802.1Q for communicating through VTP.
• Designing solutions for frozen requirements using Cisco Routers and Switches.
• Deploying the network infrastructure to meet the requirements.
• Documenting and Log analyzing the Cisco ASA 5500 series firewall. Monitor performance of network and servers to identify potential problems and bottleneck.
• Performed administrative support for RIP, OSPF routing protocol. Maintained redundancy on Cisco 2600, 2800 and 3600 routers with HSRP.
• Real time monitoring and network management using Cisco Works LMS. Provided technical support on hardware and software related issues to remote production sites.
• Responsible for implementing, supporting, and maintaining 24x7 network services. Coordinated efforts with Engineer’s to ensure all network devices conformed to defined network standards.
• Configured various Routing protocols such as RIP, OSPF, EIGRP, static routing. Working knowledge of VoIP based phone systems, H.323, G711, SIP, RTP, TDM, and PSTN.

Confidential

Technical Associate

Responsibilities:

• Support multi-site production Cisco CallManager 4.X, UCCX (IPCCX) Express 4.X, Cisco Emergency Responder, and Unity. With a combined total of 700 endpoints.
• Worked on Cisco Call manager with versions extending up to 4.x, CRA editor, IPCC, IPCC Express, AS 5400.
• Analyzing and troubleshooting network issues, loads, routing, IP configurations in a WAN network& Gigabit Ethernet support, SNMP
• Level 2 support for IPCC solutions. Managing & assembling CDR reports on regular basis for all customers and liaised between external clients & internal operations staff to plan, communicate
• Performed system review, cleanup and standardization.Implemented international call restrictions to reduce toll fraud. Integration with E911 system for our corporate buildings.
• Implementation of Witness voice recording software. Did research of new products in increasing functionality, usability, and reliability of the Cisco VoIP system.
• Assist in the budgetary planning, design of new locations and office remodels.Research VMWare environment to test new Cisco Call Manager features or upgrades.Produce end user training documents.