PROFESSIONAL SUMMARY:

• Project Manager / Solution Architect with 14+ years of IT experience.
• Expertise is in Information Technology Infrastructure Library (ITIL) practices, including Change Management, Incident and Problem Management, SLA Management, gathering business requirements and creating Proof of Concept (PoC).
• IT Operations expertise includes Design / Architecture reviewer, Business Analyst, Transitions as well as Project Management and Service Delivery.
• Single point of contact (SPOC) for configuration, capacity, planning, implementations of Unified Collaboration projects.
• Customer management and Technical solutioning for entire Infrastructure life cycle.
• Team and Vendor management for continuous improvement model support projects.
• Streamlining operations, maintaining schedules, and coordinating diverse teams and resources to complete objectives with maximum customer satisfaction

EXPERIENCE:

Tech Project Manager

Confidential

Responsibilities:

• Manage the team of the voice and video engineers, provide them directions on the day to day work.
• Review customer requirements suggest latest tools in collaboration for ongoing projects.
• Cross - functional support and coordination for project delivery
• Develop, implement the technical architecture and physical design of the network.
• Analyse existing voice, data networks solutions and recommend optimization / improvement plans.
• Project Management stand up calls for updates and Customer relations.
• Maintain list of priority tasks and own them until they are completed with stakeholder’s signoff
• Recruit, onboard, align and create teams for sustainable project delivery
• Requirement gathering, Cross functional communication and coordination for timely delivery
• Expert level experience in the infrastructure management and service delivery
• Set up, configure, and test Cisco Call Manager, Unity, Call Manager Express, Unity Express, Cisco LAN switches (core, distribution, and access), Jabber, Cisco Expressway Topologies, Cisco firewalls, routers and voice gateways, Audiocodes, Yealink, Polycom etc.
• UC Collaboration (Cisco, MS Teams and Skype for Business), Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems.
• Plan and operate the projects for timely execution and rollouts.
• Prepare Proof of concept working with different vendors for inter-operability.
• Prepare and validate the Plan of upgrades and design changes for any new business requirements.
• Migrations of the sites from old PBX to Soft PBX solutions (Cloud Hosted and On-Premise).
• Document key learnings during the deployment and migrations and prepare the optimization strategy.

Sr. Voice Engineer

Confidential

Responsibilities:

• Transitioning legacy end of life technologies to new standards.
• Testing, verifying, recommending on the vendor specific advisories and Bugs.
• Vendor Management, communication for upcoming upgrades and enhancements.
• L4 escalation point of contact for Unified Communication Engineering, operational issues.
• Weekly operational reports to customer.
• Requirement gathering for future projects, creating POC (Test, design, build).
• Continuous service improvement initiatives and sanity checks.
• Dynamically find gaps and redesign the existing to improve as part of continuous service improvement.
• Incident Management, Change Management, Problem Management and Risk Management in unified collaboration space.
• Troubleshooting voice, video issues including Digital signs, codecs and telepresence end points
• Managing and supporting VCS edge, TMS, TCS.
• Backup and restoring of infrastructure devices and rebuild where necessary.
• Optimizing and Run better are my key areas of expertise to reduce operational, maintenance cost and increase the availability.
• SDTOC (ITIL life cycle), PPDIOO (Voice Networking life cycle) and great understanding of PMP and ITIL concepts.

Group Operations Manager

Confidential

Responsibilities:

• Managed operations from onsite and been customer interface representing HCL
• Onsite Single Point of Contact for all technical escalations.
• Test and certify the Unified Communication latest features and endpoints.
• Install, troubleshoot, replace faulty cisco IP telephony equipment
• Vendor and stake holder communications for all the new deployments.
• Recommend new technical improvements and implement them successfully.
• Review and suggest design improvements in the unified collaboration space.
• Develop and provide solutions for new VoIP requirements.
• Architecture planning, designing, implementations and New Role outs to optimize and use all the business requirements are my s as part of Engineering team. Achieved virtualization on VMWare infrastructure (staging using correct ovi, Basic configuration / Review of sizing and requirements) for cost effective solutions. lead and performed several call managers, unity connection, gateway, phone (69XX, 79XX, 8831, 7821, DX650) upgrades after testing the firmware, compatibility.
• Escalations management, incident management, change management and operational procedures are my key areas of expertise. Manage, configure, and troubleshoot ASA as phone proxy.
• Build new virtual servers, installed the call manager server during recovery procedure for critical incidents.
• Expert knowledge on various tools and products (Prognosis IPTM, Spectrum, Netcool, Van Dyke Vshell, WinSyslog) for optimizing and supporting regular operations.
• HCL voice solutions (PPDIOO) - SPOC for Voice mail solutions, cluster recovery, firmware and iOS upgrades (bug scrub, hardware and feature compatibility). In depth knowledge of HUCS, UCCX (Contact Center Solutions), SME, SIP trunks, various softphone (Jabber, WebEx connect, third part sip phones like Clear one). I am L4 escalation for critical time sensitive issues.
• Configured features call blocking basing on calling party (route next hop by calling party number).
• Use of latest features like LBM, SNR, basic call queuing on the hunt pilot (Native call queuing), ELM, Audio codec p list for Regions, URI calling, globalization, normalization, digit manipulation
• Well worked with unity connection Toll Fraud, Call handlers, Auto attendant, call routing and restriction rules, custom caller input, visual voice, auto prefix digits, Greeting Administrator, Remote port status monitor, COBRAS, Bulk pass password edit, bulk edit in UCM, Greeting archive.

Consultant-Voice

Confidential

Responsibilities:

• Understood Client's requirement, gathered all inputs from the Voice planners, scheduled regular meetings and performed complete transition of AP&A and NA Voice Mail Clusters within schedule successfully.
• Managed complete unity 4.2 upgrade to unity connection 8.5.1 ES 47 and being as first point of contact for any configuration, capacity, and planning and implementations task. is continuing process as part of knowledge sharing, trained all engineers on the product and process to handle the related requests and incidents.
• Procedure Documentation - Created LLD’s, Run book and necessary L4 documents on par with ITSM.
• Meetings - Member of the CAB approver in Change and Design (LLD Review), advisory board meetings, Change Readiness and Approval Meetings.
• Worked on Change Management L4 document, regularly following up on Changes so that they are implemented on time without fail. Supported L1's as and when needed.
• Monitor the ticket flow to ensure priority and premium customer tickets are getting progressed in right direction and in compliance with SLA.
• To make sure team follows the right notifications process for Initial notifications, life cycle updates and ticket closures. Worked on Windows 2000/2003 servers and Exchange 2000 server.
• Ticket reviews, Incident ticket escalation analysis, identifying the root cause of the escalation, reporting to the management within HCL and coaching the individual.
• To coordinate with vendors and Cisco TAC whenever there is a complex issue that requires vendor escalation. To coordinate and help peers in troubleshooting.
• Got the Customer Appreciations for successfully upgrading the Core CUCM Cluster with consists of 10 CUCMs & Unity connection 8.5 migration.

Senior Systems Engineer

Confidential

Responsibilities:

• Assisted field technician for installation and configuration of VOIP CME router and phone system.
• Remote infrastructure support for service provider’s clients.
• Incident, change, request management for unified communication tower.
• Troubleshoot VOIP phone registrations and voicemail issues.
• Design basic call center scripts.
• Escalation support for L2 level issues.
• Performed backup & restore, health checks and other weekly scheduled activities.
• Determine and Resolve Call Manager and Unity related faults within the SLA period and also perform IPT Change Requests.
• Cisco UC500 - VOIP (Level 2 support), Diagnosis of the incident being reported on UC500 / CCME through remote access and dialogue with customer.
• Determine & resolve general CiscoUC500 system problems, configuration issues & manage change request logged for configuration change.
• Providing detail analysis report including faulty equipment replacement and diagnosis outputs to field engineer & technical support group to assist them in resolving the incident.
• Update customer on the progress of faults on daily morning calls, update Incident management system with the incident progress and close resolve ticket on Remedy.

Senior Systems Engineer

Confidential

Responsibilities:

• Verifying alerts triggered from Voice servers such as Cisco Call Manager, Unity, IPCC and Netwise (Multi-tenant auto attend).
• Troubleshooting (IP Phones, Gateways and gatekeepers.), incident resolution, change control implementation with the Cisco Call Manager 4X/5X/6X. Knowledge and hands on experience on the same.
• Cisco Unity Voice Mail Server's 3.X/4.X with exchange server (Voice Mail Only and Unified Messaging both),Integration and configuration of Cisco VOICE MAIL SERVER (UNITY) & Call Manager.
• Integration of UC manager with IPCC. Application and script level troubleshooting for IPCC.
• Trouble shooting Cisco Call manager, Unity, Unity Connections, Unified Presence and IPCC.
• Experience on Call Manager Express (CME), Cisco Unity Express (CUE) and Cisco Meeting Place Express.
• Configuring and troubleshooting QOS for high quality Voice & Data.
• Configuring cucm features SRST, Extension mobility, fast dials, voice Interfaces like FXS, FXO, ISDN T1/E1 PRI, T1/E1 CAS.
• Skilled in using with BAT, BARS and DIRT. Worked on the latest HUCS System (Provider Level Project) and its components - IP UNITY, BVSM, Netwise (Third Party AC Software).
• Efficient NOC operations for all the Clients of NetSurant and making sure that the IP WAN link down time is minimal and making use of the effective VOIP network.
• Troubleshooting ISDN PRI circuits.