Technical Specialist Resume

SUMMARY

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Technical Specialist

Confidential

Responsibilities:

Perform routine system configuration changes such as MACD (Move, Add, Change & Deletion) station numbers, assign class of restriction/class of service privileges
Install both digital and analog telephone sets, change auto attendant menus, add and delete voice mail boxes, and reset alarms
Proficiently configure, operate, upgrade and ensure maintenance of all installed CUCM, CUIC, IM&P and assist with VoIP equipment
Work closely with colleagues to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center
Create and update policies and procedures
Provide engineering and support on Cisco UC and Contact Center Platforms including CUCM, CUCUCCE, CUBE, PRI gateways
Configure / troubleshoot / build profiles in a Cisco CUCM, UCCE solution
Analyze use Case / build / manage documentation for new site
Configure / test / implement policies & processes for new sites before go live
Configure / test / install PRI T1 circuit provisioning H.323 protocol for SRST
Perform other duties as assigned by team leader
Provide technical support over the phone or resolve issues through the system
Modify / add / change contact center tasks using ICM Config Manager tools
Cisco Finesse / Jabber issues for agents and regular users
Prepare reports using CUIC for respective administrative users

Technical Support Engineer

Confidential

Responsibilities:

Managed VoIP Access Network for both Wholesale and Retail Platform and ensured the integrity and operation of the overall network with optimal network performance through monitoring of trafficperformance, and network configuration and acted as a single point of escalation for any unsolved issues.
Performed traffic control engineering, QoS, VoIP Billing management, Tariff Management, Call routingBandwidth Management for VOIP Systems
Troubleshoot Dial - Plan, IVR, inbound/outbound call flow issues from start to finish by analyzing component logs ASR, ACD and alarm messages
Reproduction and implementation of UC system in a lab/QA environment and production
Provided advice and guidance to ITS team in support of the Unified Communications environment
Participated in Data Centre disaster recovery operations