SUMMARY:

• To obtain a position as a Cisco Voice/Video Engineer or as a UC/network Engineer analyst within a company where my technical with hands - on experience and as well as recent training in Cisco callaboration can be utilized to achieve a long-term growth and profit.
• I am a highly motivated person capable of providing high-level of supporting but not limiting to: UC Collaboration, CUCM,TMS Sitemap, VCS C and VCS Expressway E, Endpoints like Jabber and IP Phones system, audio and video Conferencing., Unity Connection, Unified Presence, Emergency Responder, CER, E911, E911 Design, architech, administer and implementation of Cisco Emergency Responder and, troubleshooting voip with Wireshark and RTM, Packet Capture, Recording and Replaying voice and monitoring voice and video network. Cisco VOIP/Video and Portal, Booking, Monitoring, Systems, Reporting, Administrative Tools, Monitoring Conference control Center, TMS administration and server maintenance, and TMS Phone Books, Ticketing service, ad hoc and meet me, audio and video conferencing, Cisco WebEx, Prime Collaboration Provision, Planning, Design, Implementating,and Troushooting UC, Unified UCCE/UCCX, Cisco Finesse, call routing, Dial plan, E.164, Device and Unified Mobility, User management, Upgrade/Migration and bulk administration tool, UCCE and CUIC and Reporting, CTIO, Cisco Finesse, and IP/IVR, Unified Contact. Center in enterprise, implementing Cisco IM&P and Jabber,Jabber for Windows, Jabber for Cisco Telepresence, TMSPE.
• Dial Plan, route group, Local route group and standard local route group, LRG and SLRG, SAF AND CCD, digit manipulation, translation rule and translation profile. Cisco WebEx meetings and TMS, Provisioning Phone Books, VXML Gateway, Router, Logger for multiple clusters named: Americas, EMEA and APAC, and Telepresence Management. Deploying, designing Cisco Unified TelePresence, MCU, Jabber, Conductor and CAR, Call Detail Record, CDR. Cisco UCS, Vitualization, vmware Exsi, vSphere, vCenter and VMWARE Worstation.
• Monitoring and Recording using Wireshark, Cisco Prime Infrastructure, CER, Prime Infrastructure manager for Video Analysis, Move, Add, Change, Delete (MACD) work orders and assist in trouble shooting of issues for Professional Voice Production platforms to include: Complete MACD work orders within established SLAs . Provide assistance to troubleshoot Cisco CCM equipment routers and switches. Perform configuration, Recording and Monitoring using CUCM and Contact Center, UCCX. Support for all VoiceNetwork: Cisco Agent Desktop,Cisco SupervisorDesktop,CiscoDesktop Administrator, create Supervisor Work Flow, CiscoDesktopAdminsitrator,CDA:Multiline,VOIP/Monitoring/Services,VOIP/Recording &Monitoring,VOIP/Monitoring & PlayBack Services. Desktop Monitoring and Monitor Services: Extension, MAC, Agent and customers. View Multiline Calls, ACD and non-ACD Calls, Barge-In/ Intercept. Agent Email Settings, CAD Configuration and Setup, Suppervisor Chat and Team messages and Work Flow Groups.
• NICE IP Phone Applications Configuration , troubleshooting and supporting datacenter, Routing and Swithching Design, upgrade, implementation, Routing protocols , data and Voice Monitoring , configuriing PlayBack and Email Last Calls, integrating IP Phone Applications with the Cisco CUCM, Configuring a SIP Trunk and Subscribe the NICE IP Phone services to Cisco IP Phone

SKILLS:

Troubleshooting Network and VOIP using Wireshark, RTMT as well as CCP, User endpoints and UC/VIDEO/ UCS, UCCE and Telepresence, VCS, TMS, Audio and Video Conferencing Provisioning. CUCME/CUCM 6.X, 6.0, 7.0, CUCME 8.X, CUCM 8.6, and CUCM 9.x, and CUCM10.5.2, Cisco Unity Connection 7.x, 8.x, SME Leaf, 9.x,and10.x Implementing E911, Emmergency Responder, ER, 2008 R2,UCCX 7.X, 8.X, and 9.x, UCCX 10.X, CUIC, Cisco Finesse administration: Call variables layouts, deskstop layout, gadgets, reason codes, Wrap-up Reason, browser Pop Workflow, upload 3rd-party gadgets, CUIC and manage team resouces, UCCX Historical Report for: Agents, Supervisers, Sales, etc.. Presence, digit manipulation, Cisco Wireless Network, Voice Mail and VM integration, Cisco Voice gateways, FXS/FXO, SCCP, MGCP, SIP, H.323, SIP trunking, Hunt Pilot, Hunt List, Partitions and CSS, Call Coverage, Implementing Telephony Call Restrictions and Control, Time-of-Day Routing, Q931 Translator, Media Resources: Conference Bridge hardware and software, MTP, MRGL, MRG, MOH,and Cisco UCS UCCX, UCCE Configuration and integration with CUCM, IM&P and CUC

EXPERIENCE:

Confidential

Responsibilities:

• call center supporting at least 2000+ users, and Cisco UCCE, Cisco Finesse, Script Editor and building Cisco Unified Communications Manager CUCM, and Cisco Unified Contact Center Enterprise UCCE as well as third party integrated technology, soft phones and Troubleshooting IP Communicator as well as building out ACDs, answering tickets, call routing configurations, troubleshooting for both payers and providers calling in with multiple issues needed to be resolved.
• Troubleshooting using using RTMT and Wireshark: UnityConnection Voice Mails, Audio Quality, creating new call queues and delegating tasks such as call routing configurations, setting up Unity connection System Call Handlers,Distribution lists, Voice Mail hunting with different algorithms Broadcast, and setting up Zoom voice recording. The user base is 4000+ IP Phones with over 2000 agents in the call center
• Scripting and IP IVR analyst for different locations or contact center in the cluster, attending meeting on business decision and logic with other branches. responsible for taking tickets and troubleshooting for both payers and providers calling in with multiple issues needed to be resolved. creating new call queues and delegating tasks such as call routing configurations, setting up voicemails, and setting up Zoom voice recording .
• Troubleshooting Cisco UCCE infrastructure including CUCM, IVR, CUIC, CVP, Finesse, Script and Work Flow management systems and Call recording systems.
• Configuring Skill Group, Agent, Call Type and Dialed Number as well as Agent Target Rule &Create Basic Script.
• Configuring Cisco Finesse
• Create SIP Trunk from Cluster to Cluster
• Train Agents on how to use Cisco Finesse
• Managing and troubleshooting issues related to UCCE scripting for call flow change, IVR or Holiday request.
• Performing Cisco ICM Script and Cisco CVP Design and deployment.
• Expert in CUCM, Unity Connection Architecture and integration.
• Performs troubleshooting activities encompassing UCCE issues, upgrade plans, creations of technical product documentation, upgradation and site coordination.
• Good communication skills.
• Unity Connection SCCP and SIP integration
• Message Storage and caller input
• Call Handlers implementation as well as Auto attendant
• Creating IP IVR, Auto Attandant, and Private Distribution lists
• Broadcasting in Unity Connection for reaching out to over 20, 000 agents in different part of NYS.
• Creating daily / weekly / monthly reports as required
• Creating / updating technical documents, case studies etc.
• To liaise Verizon team and help them to resolve the issues
• To act as coordinator between Confidential and the Verizon team

Confidential

Cisco VOICE Engineer

Responsibilities:

• Upgrade and Migrate from cucm 6.x, 7.x, 8.x and 9.x to CUCM 10.5 .2 using Cisco Prime Collaboration Deployment, PCD.
• Cisco Unity Connection, 7.x, 8 and 9.x as well as voice mail integrating with Cisco Call Manager. implementation of the corporate network infrastructure supporting the voice network.
• Maintain Cisco voice solutions, including Call Manager, Unity Connection and voice Gateways as well as other Colaborations applications.
• Migration from of cucm 8 to 8.6 as well as, Unity Connection SIP Trunk Design, Partition and CSS, Router patterns, route groups, Route lists, Region, device spool, and Trunking to SIP Trunking for PSTN Access, Connectivity, Power of Cisco IOS Dial-Peers. Configuration of Gateway failover, HA Configuration.

UC Engineer

Confidential, Jersey City, NJ

Responsibilities:

• High level Design and Implementation of Cisco Unified communications Manager, CUCM, 7.x, 8.5.6, and 9.x, CER, E911, and SME, Leaf, Cisco Unified Contact Center Express, UCCX, CTI route port and CTI route point, Unified IP IVR, and ACD.
• Cisco Unity Connection, 7.x, 8 and 9.x, VCS, TMS as well as voice mail integrating with Cisco Call Manager. implementation of the corporate network infrastructure supporting the voice network.
• Migration from TDM, Avaya PBX to Cisco Unified Communications, Decommission of Cisco IOS Voice Gateways, 2800, 3800, 2900 and 3900 series routers.
• Building VISIO diagrams using Microsoft Visio 2010, and Excel.
• The Cisco Unified IP Phones, Endpoints 9971, Unified SME and Leaf clusters, CUBE configuration and CUBE SIP Trunks.
• Migration Project from TDM to IP VOICE: SME, Leaf, Service provider ATT, VERIZON, IXC, WindStrem and XO. 4 domains through out the world with 3 regions and North America, Asia-Pac and EUME. Using CUBE snd SBC on both enteprise and service providers make SIP Trunking the best step for moving to IP Telephony, Servers Provisioning, low level Design, Configuration of CUCM, Globalization and Localization Dial Plan using + Dialing, E.164, Call Control Discovery CCD and Service Advertisement Framework SAF.
• SIP Trunk Design, Partition and CSS, Router patterns, route groups, Route lists, Region, device spool, and Trunking to SIP Trunking for PSTN Access, SBC and Domain 1, SP Verizon and ATT Connectivity, Power of Cisco IOS Dial-Peers. Configuration of Gateway failover, HA Configuration. providing configuration procedure for the NICE Perform IP Phone Applications: configuring General Settings
• Record On Demand, ROD
• Tag Current Call, Tag Business, Map Tag Column and allocate User Priviledges.
• Confidential Unified Communications Infrastructure.
• TDM, VOICE PORT, Dial-peers, T1/E1, Cisco IOS 15.x, PRIs, T1s,T1 CAS configurations, voice design and implementation, CUCM ad hoc conferencing,
• Troubleshoot T1 circuits,D ecommision of routers and switches as well as migration readiness to UC. Support and own Move, Add, Change, Delete (MACD) work orders and assist in trouble shooting of issues for Professional Voice Production environment.
• Design and Configuration of Voice dial-peers both POTS, and VOIP on Cisco 38XX, 28XX and 29XX, 39XX and troubleshooting for customers all over the US and abroad

Confidential, New York, NY

CUCM, VOIP Engineer

Responsibilities:

• Managing IP Telephony Users, notification Devices, monitoring Cisco Unified Communications and Cisco works, Configure and troubleshoot Unified Communications Manager 7.x. 8.x. 9.x, Cisco Unity Con and Presence, UCCX, Cisco Voice Gateways / Gatekeepers, Implementing Cisco Unified Mobility, Mobile Connect and Mobile Voice Access, single Number Reach, SNR. Cisco Cat 6509, 3750, 3550, 4000 and 2900 both Remote and On-Site as well as troubleshooting issues at customers locations in NYC, Manhattan, Cisco Any connect, VPN Phone 79XX, ASA, Remote access VPN and Site-to Site VPN. MPLS VPN, RIP EIGRP, OSPF, and BGP design, implementation, and configuration Cisco Attendant Console, and troubleshooting.
• Troubleshooting Unified Communications portfolio from CUCM 8.X, 9.X as well as UCCX, Unity Connection integration was done at occasional time.
• Troubleshooting tickets coming from a pool of tickets or directly from help desk and Internal users with issues like but not limited to password locked down, email or voicemail can is not working, do not have the extension of so and so on my phone or on the receptionist phone.
• Troubleshooting Cisco attendant Console, Cisco IP Softphone, auto attendant, IVR and other issues like call waiting, MWI, VM, on a day to day basis.
• I troubleshooted issues with Unity Connection and UCCX one Node with both publisher and subscriber Cluster 7.x, 8.x, 9.x on small and big scaled network.

Confidential, NJ

Network/CUCM Engineer

Responsibilities:

• BGP in routing support, monitoring and maintainning BGP with service provider MPLS VRF, MPLS and VPN on CE routers. Troubleshooting VRF interface and configuring static VRF route with a next-hop in global routing table.
• BGP route-Reflector client, managing IBGP with confederations as well as BGP AS.
• Troubleshooting issues with the following using Wireshark: Security and monitoring using Cisco PIX 525, IPS, IDS and Ciscoworks, PRIME Infrastructure, Configure and troubleshoot Unified Communications Manager 7.x. 8.x. Cisco Unity Con and Presence, Cisco Voice Gateways / Gatekeepers, Implementing and troubleshooting Cisco Unified Mobility, Extension mobility and Mobile Connect,Mobile Voice Access, single Number Reach, SNR. Configuring Cisco wireless 8540 platform, specifically 8510 . Cat 6509, 3750, 3550, 4000 and 2900 also 2800, 2900, 3800, 7200 series. Configuring and supporting cisco routing protocols: RIPv2, EIGRP, OSPF, BGP, and MPLS. Write switch and router, network documentations for 252 Cisco Devices plus 5 Cisco 525 PIX firewalls and 1 IPS, intrusion protection systems for the government of Newark, NJ.
• Unified Contact Center Express, UCCX 7.X and 8.X, presence configuration Cisco Router and Switch methodologies, data center: Cisco UCS, Nexus 7010, 5000, 2000, and 1000V, VMWARE Esxi 5.5, Cisco Wireless Networks, 5500 WLAN Controller, Configuring AP-Manager on a Cisco 5500 Series Controller.
• Troubleshooting CUCM and Unity/Connection, VM, subscribers, Voice Mail, Unity Integration with CUCM/Unity, voice gateways, PRI, and SRST. Design and implement Dial plan/Dial-peers configuration on H323/MGCP as well as SIP Trunks and SCCP protocols with CUCM.
• Major work with SRST CONFIG and Troubleshooting as well as CCM-MANAGER - Fallback. Configuration in SRST mode and CME mode is always available to take over in case of WAN shortage over the PSTN.
• WIC: Design SIP Trunking for SIP IP Phones. Design and implementation of SIP THIRD PARTY DEVICE PHONES, and IPcommunicator or Softphones. Configuration of CUCM for Directory integration for the company. Configuration of Cisco Unified Border Element, CUBE. Design and configuration of devices like: Cisco 7206 routers, 3851 2900 router series as well as 2800 series with Catalyst 6509, 6513, as well as 3750 switches for network infrastructure. Design Unity Connection AUTO ATTENDANT ALSO VM system. Rolling out QOS on the infrastructure running Cisco IP Phones and troubleshooting multisite VOIP at the same time.
• Troubleshooting and verifying MPLS, debug BGP and IP OSPF parametres, enable CEF, VRF and troubleshooting MPLS on interface with the verizon team, both OSPF and EIGRP.

Confidential, Syracuse NY

UC Engineer

Responsibilities:

• Design and implement Cisco unified communications. Troubleshooting issues with the following: Cisco Unified Communications Manager 5.x, 6.x, 7.x. 8.x. Cisco Unity, Cisco Voice Gateways / Gatekeepers, Implementing Cisco Unified Mobility, Mobile Connect and Mobile Voice Access, single Number Reach, SNR. Unified Contact Center Express, UCCX 7.X and 8.X, presence configuration Cisco Router and Switch methodologies
• Cisco Wireless Networks, Troubleshooting CUCM and Unity/Connection, VM, subscribers, Voice Mail, Unity Integration with CUCM/Unity, voice gateways, PRI, and SRST. Design and implement Dialplan/Dial-peers configuration on H323/MGCP as well as SIP and SCCP protocols with CUCM. Major work with SRST CONFIG and Troubleshooting as well as CCM-MANAGER - Fallback. Configuration in SRST mode and CME mode is always available to take over in case of WAN shortage over the PSTN.