PROFESSIONAL SUMMARY:

• Having 20 +years of IT experience and expertise in Program management, Managed Services, Project delivery, People management, Networking Cisco Voice Contact center technologies.
• Experience in Networking, Voice contact center technologies and Cisco IP Telephony systems
• Integration and implementation of Cisco Products like Voice Intelligent Contact Center Management, Interactive Voice Responder, Computer Telephony Integration, IP Telephony, Call Routing solutions and Data network.
• Managing end - to-end delivery of projects/Operations includes scoping, planning, requirement gathering, co-ordination, monitoring and execution of the projects
• Managing SLA, Incident, change management, Weekly/monthly review, Project costing, Budgeting, Resource Recruitment/Handling, Performance review, Development plan, Responding RFP, Project management
• Planning, organizing, directing and controlling resources on the program.
• Program Governance & Risk management.
• Service Delivery, Stakeholder engagement, Business growth within the account.
• Implement Service optimization and Process improvements.
• Ensure Knowledge Management across the program.
• Managing teams by defining their KPI, appraisals & performance review

TECHNICAL SKILLS:

Management: SLA, Incident, Change Management, Weekly/monthly review, Project costing, Budgeting, Resource Recruitment/Handling, performance review, Development plan, Responding RFP, Project management

Cisco UCCE: Design, Installation, Scripting, Configuration, Routing, Troubleshooting, Call Tracing, Database schema and Reporting

Contact Center Technologies: Cisco UCC Enterprise, CUIC (Cisco Unified Intelligence Center), CUCCMP (Cisco Unified Contact Center Management Portal), Cisco Prime, Cisco UCC Hosted Edition, Media Servers, Content Switch, Peripheral Gateways and CTI Object Server etc.

ACD/PBX: Cisco Unified Communication Manager (Call Manager 3.x through 10.x)

CTI: Cisco CTI / CTIOS

IVR Technologies: Cisco Unified Customer Voice Portal (CVP) 4.x through 11.x

VOIP: Cisco Voice Gateways, Cisco UCS, Gatekeepers, H.323, SIP and Cisco Unity systems

Cisco Switching: LAN Switching - Layer2&3, Voice & Data VLANs.

UCCE Troubleshooting: Dump Log, Opctest, Rttest, Ctitest and Procmon, CCM Traces and Debugging Voice gateways etc.

Databases: SQL Server

Tools: & Utilities: ICM Script Editor, CVP Call studio

PROFESSIONAL EXPERIENCE:

Confidential

Senior Manager

Responsibilities:

• Interact with Clients and manage the overall delivery of the Operations
• Managing Cisco IP Contact center & Telephony team having 16 team members support 24X5
• Develop ICM and CVP scripts based on the business requirement
• Upgrade ICM and CVP, CUIC, CCMP systems to meet the latest standards
• Setting up the lab and manage them in a Virtualized environment
• Troubleshoot issues related to ICM, CVP, CUIC, CCMP, CUCM, Voice Gateways and Call Managers
• Assisting in resolving all complex problems and escalated issues
• Documentation, Performance Review, Development Plan, Resource loading sheet & Project Costing
• Managing SLA, Chairing Weekly/Monthly review meeting with Customer.
• Incident, Change management, Problem & Vendor Management.
• Maintain up-to-date documentation of network design, operations and procedure manuals
• Participate in Due Diligence process and new proposals as per the client’s requirement
• Review LLD document for new projects/Operations, Project Scheduling and End to End Support Infrastructure.
• Coordination with Procurement team for successful delivery and responding Request for Proposal (RFP) with Presales Team.

Confidential

Project Manager

Responsibilities:

• Interact with Clients and understand the VoIP requirements
• Managed Cisco IP Telephony operation having team across Geo (14,000 IP Phones +)
• Weekly/Monthly/Governance meeting with Customer.
• Initiation, scheduling, Monitoring & controlling project
• Change request including ability to report progress to management team, manage and mitigate risks, prioritize tasks and teams and deliver on a tight timescale.
• Coordinated with Engineers to deliver the proposed solution
• Documentation, Performance Review, Development Plan, Resource loading sheet & Project Costing
• Worked with Solution architect to deliver the proposed solution
• Organized with Product team to generate BoMs
• Report progress to management team, manage and prioritize tasks, mitigate risks and teams
• Mentor and train the resources in the team

Confidential

Project Manager

Responsibilities:

• Lead of overall delivery of the Operations.
• Managed Cisco IPCC team having 28 team members support 24X7
• Managed SLA, Weekly/Monthly review meeting with Customer.
• Incident & Change management
• Supported clients from Central Locations (NOC).
• Develop ICM and CVP scripts based on the business requirement
• Upgrade ICM, CUIC and CVP systems to meet the latest standards
• Setting up the lab and manage them in a Virtualized environment
• Troubleshoot issues related to ICM, CVP, Cisco Unified Communication Manager, Voice Gateways.

Confidential

Project Manager

Responsibilities:

• Project Scheduling & End to End Service delivery, Project Designing for multiple locations
• Managed Cisco IP Telephony operation having team across Geo
• Coordinated with Engineers to deliver the proposed solution
• Documentation, Performance Review, Development Plan, Resource loading sheet & Project Costing
• Worked with Solution architect to deliver the proposed solution

Confidential

Operation Manager

Responsibilities:

• Designed Low Level Document for all the Phase.
• Implemented the changes required for the ICM Call Routing by doing the Pre, Post and Translation routes
• Develop ICM Routing logic using Script Editor based on the business requirements
• Responsible for managing the SLA, Mentor and train the resources in the team
• Implemented network gateways, gatekeepers, customized web view reports
• Managed team to cover 24X7 support
• Incident & Change management, Escalation Process
• Weekly/Monthly reports, SLA, KPI management

Confidential

Network Engineer

Responsibilities:

• Project discussion, Planning, Preparation and Maintenance.
• Maintained ICM with redundancy (ICM Router, Logger, Peripheral Gateway (CCM, CTIOS,CVP VRU) Admin Workstation with Historical Database server, CTI Server and CTI OS Server installation.
• CVP Configuration for IPCC and Scripting.
• Installation and Configuration CTI OS Agent Desktop and CTI OS Supervisor desktop (Silent Monitoring).
• Documentation Preparation of IPCC, Training to Supervisor.
• Troubleshooting Cisco IPCC related Problems, Collecting and analyzing the LOGs and TRACE files for fault resolution - DumpLog, Rttest, Opctest, Ctitest, Procmon, Call Manager traces etc.
• Preparation and Acceptance of Project plan, Preparation and Acceptance of system Architecture.
• As a Team Leader responsible supervising technical staff, training, Onsite Support Team to meet the needs of the customer.
• Responsible of Security administration running on firewall day to day
• Got trained from seniors for Servers, Desktop, Routers & Switches
• Planned a Security Policy for protecting the Internal Network of the company to use Firewall.