SUMMARY:

17+ years, Sr. Network Telecom Engineer (Cisco Network & VOIP Engineer) in designing infrastructure and implementing technology to support large user groups, supporting users at corporate as well as multiple remote locations. Deft at analyzing information system needs, evaluating end - user requirements, custom designing solutions, troubleshooting for complex information systems management Strong Skill set in Infrastructure Operations Administration & Cisco Unified Communications Core Infrastructure Designing. An effective communicator with exceptional relationship management skills with the ability to relate to people at any level of business/management & significant experience working with steering committees A team leader with abilities in performance evaluations, team building, mentoring, hiring resources, demand forecasting.

COMPREHENSIVE SKILLS & KNOWLEDGE:

Project ManagementIT Operations ManagementDisaster Recovery IT Infra AdministrationIP Telephony Infra MgmtRisk Management Installation/ ConfigurationData Centre ManagementTechnical Support TroubleshootingTraining & DevelopmentTeam Mgmt / Team Motivation

SKILLS:

Firewall & Even Co-relation: Pix, ASA, RSA Envision

Virus Scanner: Trend Micro, Symantec End Point

Networking Protocols: TCP/IP, HTTP, FTP, SFTP, Telnet, SSH, TFTP, EIGRP, BGP

VOIP Protocols: SIP, MGCP, H323, SCCP

Domain Knowledge: IT, Banking, Health, Manufacturing, ISP, Cellular Service Provider

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Sr. Voice Architect

Responsibilities:

• Planning, Designing & Implementing Cisco Unified Communications & Contact Center Platforms, and entire voice system upgrade
• Meet with several business units e.g. Marketing, Sales, Services & Claims department to understand their ideas to improve business & make sure new platform is designed in most optimum way with all these inputs incorporated.
• Configuration, scripting, testing and implementation of all telephony applications for phone system, internal Call Center and remote facilities.
• Voice Gateways Implementation and administration
• Creates technical system and script design documentation.
• Works with carriers to place install/disconnect Voice circuit orders.
• Conducts appropriate maintenance, upgrades, and create test plans and performs configuration for IP Telephony system to ensure smooth functionality & maximum uptime of VOIP Services for the Organization
• Technical project lead for enterprise VoIP/IP Telephony upgrade.
• Designing a complete upgrade plan for new VOIP Platform on Cisco UCS (virtual platform)CUCM version 6.0, 8.6 and 11.0
• Unity Connection version 6.0, 8.6 and 11.0
• IP IVR version 7.0, 9.0.2
• CTIOS Servers version 7.0, 9.0.2 and 11.0
• UCCE (ICM) version 7.0, 9.0.4 and 11.0
• CTI OS Desktop version 7.0, 9.0.2 and 11.0
• Centralized and consolidated entire Organization VOIP Services in DataCenter along replacement of local branch office TDM PRI circuits with centralized SIP Trunks into DataCenters
• Implemented SIP and reduced telecom bills by $1M USD per year
• Implemented Acme Packet SBC (Session Border Controllers) & Cisco Unified Border Elements(CUBE)
• Designed and Deployed Cisco CVP 9.0 and 11.0, newer technology replacing IP-IVR and offers contact center features like virtual hold/courtesy call back and provide queuing capabilities etc.
• Implementation & Configuration of Nuance ASR/TTS system behind CVP & IVRs for speech recognition
• Entire Voice Infrastructure Project upgrade planning & execution from start to cutover/go live Complete project life cycle experience fully vetted
• Deployed Cisco Jabber
• Deployed Telepresence Infrastructure
• Deployed 80 Zoom AV Conference Rooms (small, medium, large and extra-large and integrated with Cisco CUCM)

Confidential, San Francisco, CA

Voice Team Lead

Responsibilities:

• Deployed 8 CUCM Clusters to service over 100,000 end users.
• Performed TTU (test and turn up), of DS3 and OC3, TDM & SIP circuits for both Verizon & AT&T.
• Upgraded 8 full size clusters i.e. 1 publisher, 8 subscribers, 2 TFTP and 2 music on hold (1 Cluster)
• Deployed the largest SIP Network in North America with Carriers AT&T and Verizon.
• Planned and upgraded CUCM clusters to 8.6 from 7.15
• Deployed Cisco Session Manager along the Acme Packet SBC for SIP Network.
• Deployed and centralized JPMC North America TDM VoIP Network
• Deployed JPMC North America SIP Network.
• Migrated all clusters/users from TDM to SIP Network
• Worked with Cisco SBC and Acme Packet SBC.
• Upgraded 8.0.1 IVR Clusters (8 Clusters) with latest patch for bug free contact center environment.
• Achieved recurring cost savings of $10 Million after successful completion of SIP Project.
• Personally recognized by LOB Managing Director for completing SIP Project with aggressive timelines.
• Responsible for sales engineering support related to CPE.
• Worked with different customers and account teams to understand a customers business challenges and develop custom solutions.
• Responsible for designing the solution, developing a bill of materials and internal pricing.
• Responsible for explaining the solution to the customer in both technical and non-technical terms.
• Develop the post sale implementation plan to enable Operations.
• The post sale requirements included internal meetings, developing SOW’s etc.
• Responsible for leadership roles in interdepartmental overall business improvements.

Confidential, Pittsfield, MA

Cisco Unified Communications Architect

Responsibilities:

• Responsibilities undergoneSetting up SIP Trunks and configuring CUBE and CUCM. With Verizon Business.
• Building new Cisco IP Telephony remote sites, hanging off centralized cluster environment.
• Setup complete monitoring of voice infrastructure including voice gateways, call manager servers, ip phones, IP trunks, equipment health and utilization etc. using Cisco Works via SNMP.
• Implemented & configured monitoring tool Cisco Works all 4 modules of Cisco Unified Operations Manager i.e. (a) Service Level View (b) Alerts and Events (c) Service Quality Alerts (d) IP Phone Status
• Setup complete accounting, logging and authentication and made system safe from rouge attacks and its more reliable.
• Setup voice infrastructure quality status tool and reporting structure and schedule the reports to be sent to IT Managers and Sr. Managers followed by discussion during weekly meetings
• Upgrading Cisco unified call manager
• Upgrading IP Phones firmware
• Installing new wireless devices e.g. wireless lan controller and upgrading the same
• Implement minor and major system upgrades and modifications
• Integrating Cisco Telephony system with Micro Soft Office Communication Systems i.e. CUCIMOC (enables you to make and receive call from Microsoft OCS just like an IP Phone)
• UNITY, installation + integration with call manager + building system up
• Making new voice gateways, both MGCP and H323 (Routers 29xx, 28xx, 38xx etc.)
• Installing new VG224 and VG248 analog gateways to support analog phones and Fax machines in env.
• Daily routine support and troubleshooting and issues related to VoIP and Voice Mail system
• Installed and implemented IPCC Appliance (UCCX v7 and earlier versions as well) and integrated it with existing Cisco VoIP infrastructure, etc.
• Troubleshoot Cisco voice quality problems successfully. Very well knowledge of packet captures tools. Sniff and analyse packet captures.
• HQ, Migrate existing Avaya/Ericson/Siemens Telephony system to Cisco IP Telephony
• Make RFP(s) and complete meetings with Vendors for any new projects e.g. SIP/CUBE VoIP.
• Research and deploy fixes/patches
• Voice over Wireless LAN support
• Working on Cisco IP Telephony and Cisco IPCC design / deployments throughout the Sabic USA, Canada and Europe.
• Installing, maintain all new hardware, systems and software for voice infrastructure in all aspects.
• Develop, document, maintain & follow industry best practices for IPT operational standards
• Making International Dial Plan which would accommodate all 220 offices/locations across the Globe with different telecom structure.
• Deploying CUCM-SME 8.5 and SIP Trunks
• Being single point of person within Unified Comm. Hence performing complete project life cycle tasks
• Deploying TelePresence rooms.
• Integrating between TelePresence units with desktop endpoints for audio/video conf. via VCS and Telepresence Server, end client: cucimoc.
• Integrating Polycom Unified Communications e.g. HDX8000 and RMX2000 with Cisco Unified Communications and extending the system capabilities to do multiparty conf. including Microsoft OCS users, video room users and Tele Presence room users along travelling and remote users as well. Etc.

Confidential, Franklin, TN

Sr. Network Telecom Engineer

Responsibilities:

• Responsibilities undergoneMapping client's requirements and coming up with IT solutions involving evaluation and definition of scope of project.
• Assisting clients to define & refine IT strategies.
• Managing and leading team members.
• Holding review meetings to monitor progress of the project as per schedule, and ensuring timely completion and delivery of the project to the customer.
• Assigning and changing agents skills as per requirement
• Basic administration on IPCC box and integrating it with Cisco Call Manager
• Editing existing scripts to meet customer requirements as it changes in timely fashion.
• Managing ICM and its integration with IP IVR and Cisco Call Manager
• Managing PGs, checking if all the processes are up and running and restart them as per the requirement, also taking care of CTI Server, CTI OS Server, PG Agent
• Also were involved in the installation of IPCC Enterprise Edition from the scratch
• Managing Admin Workstations i.e. ADW
• Have worked in the environment with IPCC, ICM, AWs, HDS (historical data server), ACD (automatic call distribution), CCM (call manager), VG (voice gateway), VG224 (analog gateway) and Fax Over IP, Right Fax, etc.
• Supporting all Cisco VoIP related issues, providing teir3 support
• Managing complete IPCC environment and solving routine issues
• Implementing Cosmocom and integrating it with existing VOIP infrastructure
• Management & administration of network equipment including Checkpoint firewalls, Riverbed WAN accelerators, Cisco LAN switches
• Setting up Cisco Works LMS and getting alerts generated from all network devices e.g. circuit up/down, performance issues, device up/down etc.
• Generating utilization and error reports from LMS
• Generating utilization and error reports from Cisco Call Manager
• Generating CDR reports from Cisco Call Manager
• Implemented enterprise wide TACACS on 100+ routers and switches
• Manage Cisco ACS server
• Installed, configured and managing Cisco ACE Module.
• Implementation and support of Cisco wireless controller infrastructure, Wireless security management.
• Manage Cisco Wireless LAN Controller
• Configured Wireless LAN Controllers to be authenticated via ACS
• Designed and implemented backup ACS features and functionality.
• Installed certificate in ACS system for end users and guest users to authenticate on network and automated the whole process hence every time Cisco Admin do not have to make changes and allow permissions for guests & visitors coming to organization.
• Deploy 65+ remote VPN sites across USA and Asia to connect to enterprise HQs with different permissions levels based on Vendor relationship and ensured environment security.
• Set up complete Network & Voice cage in data centre for Healthways
• Configuration/Change/Fault Management takes end-to-end responsibility for corrective maintenance of problems ensuring trouble tickets are actively managed
• Working knowledge in switching technologies like STP, VTP, VLAN, ATM, MPLS
• Installation, configuration and administration of L2, L3 switches, Routers & firewalls

Confidential, Seattle, WA

Infrastructure Operations Specialist

Responsibilities:

• Functional Avaya VoiceProcess Management of all the inbound voice process
• Conduct precise implementation and design for Contact Centres
• Perform procedural installation and maintenance of Cisco products
• Execute and give support for software/application upgrades
• Deliver project coordination for assigned projects
• Supply server/ network engineering for customers/clients
• Produce documentation for processes to be used in the field
• Give technical support to contract maintenance customers during and after business hours
• Offer Root Cause Analysis for issues found on customers network
• Work with others outside the team to provide customer with the best support in timely manner
• Provide technical support to Field Engineers
• Create/modify accounts in CMS
• Divide call load between different SIVR farms
• Handle high calls in Q issue
• Password reset for CMS/apps. Logins
• Call routing issues and Call Balancing issues
• Troubleshoot reporting/skill change degradation for CMS Supervisor servers.
• Monitoring voice trunks and their channels for availability and errors
• Real Dash for monitoring whole voice infrastructure of Confidential
• Supporting WIT (3rd party tool customized for Confidential /Allows skill routed volume to be allocated at will)
• Troubleshooting/Managing Confidential ICM devices (Peripheral Gateways, Call Routers, Loggers, Historical Data Servers and Admin Workstation
• Troubleshooting/Managing CCM (ACD components such as; PBX, CLAN, VLAN and medpro boards)

Confidential, Dayton, OH

Sr. Specialist Voice

Responsibilities:

• Managing and Troubleshooting all VoIP related incidents and tickets
• Working on Cisco CALL MANAGER and Cisco UNITY Servers and VOIP and PSTN and SRST
• Implemented and Managing MGCP Gateway, H323 Gateway and Inter Cluster Trunks
• Staging new UNITY Servers and CALL MANAGERS
• Upgrading and Patching CALL MANAGER Servers
• Coordinating with international vendors for international trunks/circuits
• Installing new CCM servers, version 6.1, Implementing SLB on CCM cluster, Configuring E1s and T1s PRIs, Controlling E1 T1 from CCM, Configuring gateway and SRST and ICT, Making Route Patterns Route Lists Route Groups, Configuring Line Groups and Hunt Pilot and Hunt List, Configuring Media Resource Group, Device Pools, Meet-me, Extension Mobility, CTI Route Points, Configured almost each option in complete call manager and put it in production and transformed Nortel Telephony to Cisco Telephony for whole Organizational Unit (2000 users), stand alone with one vendor.
• Managing UNITY Servers, Creating new single user voice mail accounts, call handlers, restriction tables.
• Configuring H323 Gateway and Gatekeeper
• Training team members on client’s VoIP infrastructure technically and making knowledge base docs