SUMMARY:

• 9 years of professional working experience in testing in Contact Center VoIP Networking/Telecom service and equipment with extensive experience and deep understanding of Converged data, Voice and Video technologies in multi - vendors’ environment.
• Strong design knowledge and support of IP-PBX, AVAYA systems, Cisco Collaboration technologies, Data, VoIP, Video networks.
• Expertise in VoIP/UC: Cisco Collaboration(CUCM, CUC, IM&P, CUACA, UCCE/UCCX, Expressway, Cisco IOS Gateways, Telepresence,
• Expertise on working with Session Border Controller (SBC) (4250, 4500, 9200)
• Strong knowledge of SIP, TCP/IP Networking, PSTN, DHCP, VPN, LAN and WAN technologies.
• Expertise on Avaya Communication Manager 6.3, Avaya Modular Messaging 5.2, Avaya One-X softphone, EC500 features, Avaya Session & System MGR, Avaya ASA tool, Avaya Call Center, Avaya trunking and Avaya routing
• Hands on Experience with
• SM (Session Manager): SIP Proxy and Registrar
• VP (Voice Portal): Interactive Voice Response
• CM (Communication Manager): PBX
• MX (Meeting Exchange): Avaya Audio video conferencing bridge
• Endpoints (hardphones & softphones): 96xx, 46xx, 1XC, IP softphone
• Proficient in SIP call flow tracing with detail analysis and monitoring skills.
• Experience in setting up CUCM server, CUC server, PCA server
• Experience in planning, implementing and supporting CUCC (Cisco Unified Communications and Collaboration suite (Call Manager, Unity Connection, Presence, CWMS, eFax, Telepresence, Video Calls, Expressway) )
• Experience in performing IOS configurations and troubleshooting on voice protocols
• VoIP/Network development and in Quality assurance for client/server, network and web based Products.
• Maintained direct and control a variety of complex audio visual, video teleconferencing and information systems, equipment and their components to include the Polycom HDX 4000 - 9000 and VSX 3000 - 8000 series and Tandberg Codec C20, C40 and C60
• Experience in VOIP calling features and highly proficient in SIP call flow scenarios.
• Troubleshooting VoIP protocols SIP, RTP, H.248, H.323, IAX, MGCP.
• Experience in Testing End to End SIP Trunking Environment including Session Border Controllers SBC, E-SBC.
• A good knowledge of Call Generator such as Abacus 5000 and Empirix G5.
• Highly skilled in Design, Development and Automation of Test Plans & Test Cases.
• Proficient in testing of class 5 features implementation in VoIP systems.
• Very versed in implementation, system integration testing, and installation of IP-phones.
• Worked with Cisco Unity IVR, SIP IAD, SCCP, RTP, RTCP, H.323, QoS, G711, G724, and CALL MANAGER.
• Strong knowledge of relevant IETF RFCs, IEEE & ITU-T standards.
• Proficient in Microsoft office suites such as MS Outlook, PowerPoint, Visio, MS Office 97/2000/2003 , 2007/2010.
• Strong knowledge interconnectivity of SIP based VoIP systems, H.323, and PSTN.

COMPUTERS WORKED ON:

• Avaya Media Server,
• Avaya Media Gateways,
• Avaya CMS Server,
• Avaya Modular Messaging
• Avaya Aura Messaging
• Avaya Application Enablement Services Server
• Avaya Work Force Optimization
• Avaya Interaction Canter and Business Advocate
• NICE Recoding Server
• Cisco Layer 2 & 3 Switches
• Avaya IP phones
• Cisco MGC and H.323 Media Gateways.
• CUCM 8.5
• Avaya Meeting Exchange
• Avaya Session Manager and System Manager
• S8800,S 5730, S8500 & S8300 D
• G 650, G450
• CMS R 15.1 & CMS HA R16.3
• R 5.2
• 7.0
• 5.2.2, 6.3
• V11,V12
• 7.2
• NICE Perform 3.1 & NIM 4.1
• 2960 $ 3750 Series
• 4610, 9620, 4620, 9608 & 1608
• 2800 and 3900 series Integrated services router.
• MCS 7945 servers
• 5.2 and 6.2
• 5.2 and 6.2

TECHNICAL SKILLS:

• Network Voice and Contact Canter
• Avaya Application Enablement Services (CTI Application)
• Avaya Interaction Center7.2 (Chat Application)
• Avaya Call Management System R18.2 (Contact Center Reporting)
• Avaya Contact Analyzer (Cradle to grave reporting)
• Avaya Business Advocate (Intelligent Call Routing)
• Avaya Call Back Assist (CBA 5.2)
• Cisco Unified Contact Center Enterprise 10.0
• Cisco Agent Desktop 10.1
• Cisco Unified Contact Center Express 9.0
• Avaya Interaction Center7.2 (Chat Application)
• Avaya Call Management System R18.2 (Contact Center Reporting)
• Avaya Contact Analyzer (Cradle to grave reporting)
• Avaya Business Advocate (Intelligent Call Routing)
• Avaya Call Back Assist (CBA 5.2)
• Avaya Aura Experience Portal 7.1.
• Avaya Media Processing Platform 7.1 (MPP)
• Nuance Open Speech Attendant5.2 (OSA)
• Avaya Aura Dialogue Designer and Avaya Aura Orchestration Designer.
• Cisco Voice Portal 10.0
• Cisco Prager and Peripheral Gateway Server 10.0
• Avaya Contact Recorders (ACR).
• Avaya/Verint Forecasting and Scheduling Application.
• Avaya Customer Feedback (Reduced recording application).
• Avaya Quality Monitoring and E Learning.
• Avaya Communications Manager 6.3
• Avaya G650 and G450 Media Gateways.
• Vera smart Call Detail Recording.
• Avaya Call Management System R 18.0
• Avaya Session Manager 6.3
• Avaya Session Border Controller 6.3
• Avaya System Manager 6.3
• Avaya Aura Messaging 7.0
• Avaya Meeting Exchange 6.2
• Cisco Unified Communications Manager 9.0 and 10.1
• Cisco Media Gateway 2800 and 2900 series Integrated Services Routers
• Cisco 2960, 3560 and 3750 Switches
• Cisco 3750, 2600, 2800 and 2900

CARRIER PROFILE:

Confidential

Network and Voice Systems Administrator

Responsibilities:

• Administration and Support for the Unified Communications and Contact Center set up.
• Administration of IVR related work and implementation of IVR changes.
• Implementing Change Requests related to voice and IVR services.
• Understanding requirement of different Business Groups and providing best possible Contact Center and IVR solution for efficient production.
• Handling escalations and troubleshooting major issues related to UC, CC and IVR devices..
• Management of Voice operations with Service now tool to efficiently resolve Incidents within SLA and fulfill new requests.
• Administration and troubleshooting for Avaya Call recording system.
• Administration and troubleshooting on Verint Workforce Management application.
• Installed and Configured Avaya Call Back Assist application.
• Designed end to end call routing for the enterprise telephony on Avaya Communications Manager.
• Migrated ISDN PRI circuits to SIP utilizing Avaya SBC and SM.

Confidential, New Jersey

Special Software: Avaya Aura CM R6.0, CMS R15.1, R16.3, SM 6.0.3, SMGR, Voice Portal 5.2, Meeting Exchange 4.2, IC 7.2, MM 5.2, WFO V12, Nuance OSA

Voice & Network infrastructure Administrator

Responsibilities:

• Planning and implementing call center set up.
• Setting up ACD, call recording and call reporting setup.
• Supporting voice of all the global projects.
• Implementing Change Requests related to voice services.
• Understanding requirement of different projects and providing best possible solution for efficient production.
• Implementation of Games Data Network in CWG Games Head Quarter.
• Installation of Avaya G450 Media Gateway, Avaya S 8500 Media server and Avaya 9620 IP phones in Games Head Quarter.
• Setup of office PBX using Avaya/Cisco ip telephony.
• Management of data and voice network in G HQ.
• Troubleshooting of day to day issues in network and voice.
• Set up of Games Data Network and Security Data Network in games venues.

Confidential

Special Software: Avaya Aura CM R6.0, CMS R15.1, R16.3, NICE Perform 3.1, NICE Perform 4.1, SM 6.0.3, SMGR, SBC.

Computer system Engineer

Responsibilities:

• Planning and implementing call center set up.
• Setting up ACD, call recording and call reporting setup.
• Supporting voice of all the global projects.
• Implementing Change Requests related to voice services.
• Understanding requirement of different projects and providing best possible solution for efficient production.
• Implementation of Games Data Network in CWG Games Head Quarter.
• Installation of Avaya G450 Media Gateway, Avaya S 8500 Media server and Avaya 9620 IP phones in Games Head Quarter.
• Setup of office PBX using Avaya/Cisco ip telephony.
• Management of data and voice network in G HQ.
• Troubleshooting of day to day issues in network and voice.
• Set up of Games Data Network and Security Data Network in games venues.