SUMMARY:

• Accomplished Cisco ICM/UCCE/UCCX implementation, Lead and senior infrastructure analyst with 14+ years of experience in end to end design, implementation, Testing and Support
• 10years of experience in Plan, Design, implementation and troubleshooting of Cisco Unified Communication and Unified Contact Center network.
• Extensively worked 10 years on Cisco ICM scripting, Advanced level Contact center scripting, CUCM, UCCX, eGain, CUIC, Gateways .
• Extensively worked on eGain for provision, Reskilling and reporting.
• Extensively worked on Cisco VOIP , IPT, CUCM, Unity Connection, and Unity Express .
• Proven Knowledge in Cisco Data, Routing and switching
• Extensively worked on Cisco UCCE/ ICM and CVP scripting and implemented them in various projects.
• Active Participation in the Installation and implementation of Cisco UCCE8.x,9.x,10.x,11.x
• Proven experience of migration projects to Cisco UCCE from Avaya and Nortel.
• Good Knowledge in Oracle ACME Packet SBC
• Avaya Platform Experience (CMS, AES, CM, ACD), VDN contact center
• Hands on experience with Cisco VOIP protocols CUBE, MGCP, H323 and SIP
• Hands on expertise with Routing protocolsOSPF, BGP, MPLS
• Good knowledge in deploying routing protocols like OSPF, BGP, EIGRP, RIP on Cisco routers like 2600, 2900, 3600, 3900, 7200 series.
• Experience working on Cisco Catalyst Series 3750, 4500, 4900, 6500.
• Configuring Cisco UCS servers and VMWare,ESXI for UC/UCCE deployments
• Familiar with change management/Support process with HPSM
• Comprehensive working knowledge on Nortel/Avaya PBX and contact center Symposium scripting
• Good Knowledge in Verint Call recording and NICE Call Recording system
• Good Knowledge in Verint Quality Monitoring and Workforce management systems.
• Trained in Genesys contact center Framework, GVP and T - servers.
• CCNA, UCCE I & S, CCIE Voice Qualification (written) Certified.
• ITIL V3 certified.

PROFESSIONAL EXPERIENCE:

Sr. Voice Engineer

Confidential

Responsibilities:

• Involved in discussing Requirement Clarifications with multiple technical and Business teams.
• Developed UCCE/ICM scripts for the complex contact call flow for the Confidential contact center.
• Troubleshooting with CVP, Call studio, Media server and UCCE ICM components Router, Logger & PGs, and Cisco Finesse.
• UCCE tech Refresh/Upgrade from 9.1.2 to 11.5
• CUCM/CUC Upgrade from 9.1.2 to 11.5
• Developing UCCE/ICM scripts per work requests
• Worked on advanced level contact center scripting.
• Installation of all UCCE 11.5.components as per the technical deployment documents
• Working with eGain reporting and eGain infrastructure support
• Migrating Avaya PBX, Aura contact center to Cisco UCCE
• Implementation and support Avaya PBX, Aura Contact Center, VDN, Vector etc
• Avaya Contact center support,Avaya Platform Experience (CMS, AES, CM, ACD)
• Configuring Cisco UCS servers and ESXI/VMWare for UC/UCCE deployments
• DevelopingUCCE/ICM scripts as per Business and project requirement
• ICM configurations, bulk uploads (Skill groups, Services, Route, Variables, etc)
• Developing custom functions that are used in ICM scripting. eGain realtime and historical reporting.
• Used eGain for provision and agent reskilling
• Troubleshooting call routing issues on UCCE/ICM Scripts
• Troubleshooting Call Manager and CUBE call routing issues
• ICM configurations, bulk uploads (Skill groups, Services, Route, Variables, etc)
• Router, Logger, AW, HDS, PG, CVP, VXML server configurations.
• End to End ICM call flow testing and System/UAT testing Support.
• Troubleshooting ICM call routing issues on MS SQL server database
• Supporting and troubleshooting Call manager and ICM production Issues..
• Supporting and troubleshooting ICM/UCCE infrastructure Issues.

Sr. Network Engineer

Confidential, Chicago, IL

Responsibilities:

• Involved in discussing Requirement Clarifications with multiple technical and Business teams.
• Created and maintain architecture and Technical Design Document from the requirement document.
• UCCE tech Refresh/Upgrade from 9.1.2 to 10.5.2
• CUCM/CUC Upgrade from 9.1.2 to 10.5.2
• Developing UCCE/ICM scripts per work requests
• Installation of all UCCE 10.5.components as per the technical deployment documents
• Configuring Cisco UCS servers and ESXI/VMWare for UC/UCCE deployments
• DevelopingUCCE/ICM scripts as per the call and project requirement
• Developing custom functions that are used in ICM scripting.
• Troubleshooting call routing issues on UCCE/ICM Scripts
• Troubleshooting Call Manager and SBC call routing issues
• ICM configurations, bulk uploads (Skill groups, Services, Route, Variables, etc)
• Router, Logger, AW,HDS,PG,CVP,VXML server configurations.
• End to End call flow testing and System/UAT testing Support.
• Troubleshooting call routing issues on MS SQL server 2008 database
• Supporting and troubleshooting Call manager and ICM production Issues.
• Supporting and troubleshooting UCCE infrastructure Issues.

Sr. infrastructure Analyst

Confidential, Bloomington IL

Responsibilities:

• This was a migration project from Avaya contact center to Cisco contact center.
• Involved in discussing Requirement Clarifications with multiple technical and Business teams.
• Created and maintain architecture and Technical Design Document from the requirement document.
• Installation of all UCCE 9.0 components as per the technical deployment documents
• Installation of UCCE 9.0 components in Duplex deployment model environment.
• Configuring Cisco UCS servers and VMWare for UCCE deployments
• Configuring Cisco UCS C 240 Rack server with VMware vSphere Esxi.
• Installed and deployed Cisco CUCM, Unity Connection
• Installed and deployed Cisco VOIP Gateways, UCM,ICM,PGS,CVP,CCMP,
• Configuration of gateways,CUCM,ICM,CVP,PGS,CCMP,CUIC,CAD as per business requirement.
• Installation and configurations of UCCX 9.0 components in Duplex deployment model environment.
• Configurations of gateway Dial peers,IPT/CUCM, Unity voicemail systemand Cisco IP phones.
• Configurations of entire ICM,CVP as per the business requirement.
• Developed ICM scripts as per the call and project requirement.
• Gateway dial peer configurations as per the business requirement.
• Testing of end to end call flow.
• Implementing and supportingverint Call and screen Recording system, WFM and QM components.
• Handling technical escalation for the contact centre operations.
• Supporting and troubleshootingUCCE infrastructure.

Network Engineer

Confidential

Responsibilities:

• Planning, Design and implementation of UCCE 8.xsolution for Confidential network
• Migration from Nortel IPT and Contact center solution to Cisco UCCE 8.x
• Installed and deployed Cisco Gateways,CUCM,ICM,PGS,CVP,CCMP,CUIC,CAD/CTIOS.
• Developed ICM scripts as per the call and project requirement.
• Migration/upgrades UC cluster(CUCM,UnityConnection,UCCX)
• Configurations of gateway Dial peers, CUCM, Unity voicemail system and Cisco IP phones.
• Handling integration between Nortel and Cisco network
• Implementation and support for Nortel and Cisco UCCE solutions.
• Installation and configurations of UCCX 9.0 components in Duplex deployment model environment
• Worked extensively on Cisco data network.
• Configuration of Cisco switches and routers
• Worked on routing protocols OSPF, BGP and MPLS
• Identifying, troubleshooting and resolving incidents related to Switching VLAN.
• Supporting Cisco CUCM,UCCE and Nortel PBX, Nortel Symposium scripting and IVR
• Implementation, troubleshooting and maintenance of Nortel Meridian 81C (EPBX).
• Configuring Digital & Analog Phone Features, Configuring Extensions on Nortel Meridian option 81C (EPBX).
• Implementation Nortel Symposium scripts for contact center
• Configuring and troubleshooting layer-3 routing protocols like OSPF, EIGRP & BGP.
• Install, Configure, troubleshoot and upgrade Cisco routers and switches (Routers 3800, 2900, 2800, switches 2960, 3750, and 4500).
• Maintaining the networking devices which mean racking, stacking & cabling for the networking devices.
• Identifying, troubleshooting and resolving incidents related to VLANs, access and trunk port configurations, Physical layer connectivity and virtual server connectivity.
• Identifying, troubleshooting and resolving incidents related to OSPF, BGP, EIGRP, etc.