OBJECTIVE:

To be a high profile IT Specialist as well as Telecom/Network Engineering, System Administration, where I will be maintaining latest technical in the field of Voice and Data Communication, which will enable me to offer the best of my professional ability and to derive job satisfaction

SUMMARY:

• About 10+ years of experience in the field of Voice, Systems Administration in Cisco, Microsoft Technologies maintenance and management for various networking environments.
• Worked with highly reputed companies from the beginning of my career.
• Proficient in voice Technologies Viz. Cisco IPCC, IPT, Unity Voice Mail, NICE Perform,Enghouse Call Recording.
• Proficient in today’s Technologies Viz. 2008,2010,2012 Read Hat Linux, UNIX.

VOICE TECHNICAL SKILLS:

• Call Manager - 10.x,8.x and 5.x, IPIVR 5.0/CCX-8.0 and Unity Voice Mail
• CISCO IPCC Enterprise (ICM, CVP)
• CUIC & CCMP
• Administration of Cisco VoIP devices IP Phones, CISCO Unified Communication Manager (10.x)
• CUCM Upgradation, CDR, Partition, Region, Routing Point
• RTMT Monitoring and Logs Collection CISCO IP Communicator, Bulk Administration (Agent, Supervisor Agent)
• ICM Scripting as per the customer call flow requirements.
• Strong Hand in ICM Database Schema
• Testing & Administration of Router, Logger, Database Manager and Admin Workstation
• Daily report to Customer using QSL - AW / HDS
• Configuring and Troubleshooting issues on Voice gateways - Debug
• Configuration of SIP, MGCP, Codec’s, ISDN
• Recording Solutions: NICE Perfrom 4.1, EngHouse
• Advanced ICM (UCCE)/IP-IVR (CCX) Scripting
• Configuration/Trouble shooting Call Signaling protocol H.323, CUBE,SIP
• Good working knowledge on Installing the IVR’s from Scratch.
• Support and monitoring the TCP/IP Services DNS, DHCP

PROFESSIONAL EXPERIENCE:

UCCE/VoIP Engineer

Confidential, New Jersey

Responsibilities:

• Responsible for Planning, Designing, Installation and Configuration the IPCC/IPT solution for the global Confidential customers.
• Configuration and troubleshooting of H323, SIP (CUBE) gateways.
• Configuration of Dial Peers.
• Troubleshooting for call issues on gateways.
• Configuration and support of Cisco Unified Communication Manager.
• Responsible for managing IP phone registration issues with call manager.
• Configuration and managing faults related to IP phones, Extension Mobility, Call Pickup Group, Translation Pattern, and Route Pattern.
• Configuration and Troubleshooting of Hunt group.
• Configuration of Phones/UDP/End-users/DN’s with the CM Bulk Administration Tool.
• Monitoring Real Time Monitoring Tool (Cisco’s RTMT) and analyzing alerts.
• Analyzing CCM traces for issues related to Call Disconnection, External/Internal incoming and outgoing calls.
• Analyzing QRT logs from the call manager for call quality issues.
• Configuration of Voice Mail profile in Cisco Unity and troubleshooting faults related to MWI issues.
• Configuration of advanced IP-IVR (CCX) Scripts utilizing Call Manager Triggers and HTTP Triggers.
• Configuration of CCX Scripts, which are used to share the call variables values back and forth with ICM.
• Configuration of Advanced Call Routing/Administrative ICM (UCCE) Scripts using Custom functions.
• ICM Scripting as per the customer call flow requirements
• Configuring the ICM Scripts to utilize RONA.
• Troubleshooting ICM/IVR scripts for call flow issues in IPCC/Non IPCC setup.
• Creation of Agents, Skill groups, Call types, DN’s, Agent Team, Agent Desk Settings in ICM manually/BAT.
• Coordinating with PSTN platform team for call routing issues from Cisco IPT/IPCC platform.
• Outbound Solutions with predictive SIP Dialer with multiple campaigns manager
• CUIC for reporting and dialer and campaign features
• Providing cost effective telecommunication solutions to clients

IT Analyst (Telecom /VoIP Engineer)

Confidential

Responsibilities:

• Cisco IPCC Implementation and Administration with Cisco IPIVR, Unity Voice Mail System, Extensive Experience in Installation/Configuration and Maintenance of Cisco ICM 7.0 and Call Manager 3.x and 6.x.
• Design Network Layout (Voice) for new Offices, Projects and ODCs across the globe for TCS Clients.
• Nice Logger Administration.
• Exposure to Cisco LAN/WAN equipment’s for Troubleshooting and Administration.
• Work Experience:
• Planning, Designing, Installation and Configuration of Cisco VoIP VoIP Solutions for Inbound Operations Using IPIVR, Call Manager and ICM Technologies for Different Clients across the Globe over IPLC Circuits.
• Designing of Tailor made solutions for Script/Application/Configuration Buildings, and Configuration of Service, Skill Group, and Agent management for Inbound/Outbound operations as per client requirements.
• Integration of Nice Recording Solution, and Unity Voice Mail System with Cisco IPCC .
• Responsible for Implementation, Configuration and support of all the CISCO IPCC Products.
• Responsible for Design, Deployment and Management of all the Infrastructure Projects for TCS Clients.
• Providing Cost effective telecommunication Solutions to client of TCS.
• Vendor interaction for Product evaluation, Implementation, and Price negotiations.
• Responsible for Applying with Confidential regarding the Call Center License for the Campus, Have a good knowledge of the regulatory norms setup by Confidential .