SUMMARY

• A dynamic professional with 9+ years of experience handling Telecom related project assignments.
• Experienced personnel in consulting for development of desired business capabilities, planner and implementer with demonstrated abilities in implementing processes for streamlining IT related operations.
• Key person in managing business and customer relationships to secure long term business and customer satisfaction.
• Experienced in Leading/Mentoring Cisco Contact centre solutions and working directly with clients to discuss latest technology trends.
• Worked in Finance, Energy & Utilities and Communication domains .
• Planning/Design/Implementation/Development and Support of the voice telephony and contact centre infrastructure.
• Development or architectural design of IVR Solution and Integration.
• Install/Upgrade/Migrate the Cisco contact centre and IP Telephony Infrastructure.
• Analysing existing Non Cisco setup and migration of Non Cisco telephony infrastructure and call centres to Cisco.
• Installing/Configuring of End to End Voice Gateways/VXML/SIP Gateways.
• Installation and configuration of SIP Proxy Servers: CUSP an CUPS
• Designing/Implementing/Planning SIP Trunks between various SIP Devices.
• Design/Installation/Configuration/Administering/Troubleshooting of CUCM
• Good exposure to CUCM Informix data dictionary and AXL API procedure for IP Phone Service customization.
• Unity voice mail solution configuration and Installation.
• Cisco IP - IVR Programming exposure.
• Efficient use of BAT tools for ICM Configuration.
• Expertized ICM Scripting.
• Good exposure to latest Cisco Contact centre offerings: Agent Greeting/Whisper/Post Call Survey/Dialer/Courtesy Call Back/Precision routing.
• Good knowledge on CVP Infra installation/upgrade and configuration.
• Good knowledge on load balancers: CSS/ACE.
• Bug Scrub Analysis for Cisco Contact center.
• Rolling COP/ES patches with minimal impact to the business.
• Good knowledge on rtrtrace/procmon/dumplog utility.
• Exposure to Prime collaboration and UC Audit Tools.
• Applying VM Templates and building new VM Ware servers on ESXi
• CUIC Installation and reporting
• Installation/maintenance of Agent Desktops: CTIOS/Finesse.
• Gadgets and customization on Cisco Finesse.
• Exposure to Finesse REST API.
• Basic Cisco Call Studio Scripting.

TECHNICAL SKILLS

• ICM Scripting
• Configuring agents, skill groups and teams
• Configuring Outbound Campaigns
• Configuring Labels for VRU (Voice Response Unit) and IP phones
• Configuring Dialed Numbers and Call Types
• Configuring Dial Plan. Network VRU’s
• Configuring PG explorer, Trunk Groups
• Administration of Router, Logger, Database Manager and Admin Workstation.
• Using HDS for historical reporting
• Installation of CUCM Server
• Defining clusters
• IP phone, Video Phone and third party sip phone registration
• Extension Mobility
• Integration with Cisco Unity
• Hardware Conference Bridge, MTP and Transcoder configuration
• Integration with Active Directory servers
• Integration with Cisco Gatekeepers
• Administration of CUCM
• Installation of Presence
• Adding users in presences
• Integration with Active Directory servers
• Troubleshooting of CUPS client
• Configuring of Stateful SIP Proxy server for Registration, routing Sip requests Load balancing.
• Troubleshooting of Sip issues
• Configuring and troubleshooting issues on Voice gateways and VXML Gateways
• Configuring Dial peers on both Gateways
• Configuration of TCL files on VXML gateways
• Configuration of SIP, MGCP, CUBE functionality, H.323, Codecs, ISDN

PROFESSIONAL EXPERIENCE

Confidential, FL

Cisco Voice Engineer

Responsibilities:

• Facilitated discussions with internal clients to understand departmental telephony needs, recommended process improvements, and documented requirements
• Functioned as customer technical liaison.
• Coordinate with engineering teams on operational system expansion.
• Provide technical assistance to third-party and client operational staff.
• Configured reporting server and CUIC server along with vendors and assisted in contact center reporting issue.
• Facilitated switching and routing configuration work.
• Co-ordinate with vendors, technical teams and users for Phone related issues and dispatch hardware’s to Clients.
• Configuration and troubleshooting UCCE components.
• Participated in UCCE scripting and implemented migrations.
• Analyzed and resolved issues for ICM and CVP systems.
• Provided technical support for voice recording and CVP applications.
• Documented ICM scripts, gateway configurations and translations.
• Supported Unity projects and voice recording profiles.
• Installed and tested Jabber for desk phone control processes
• Cisco IVR Design, Implementation, Administration and ICM Scripting
• Monitor and update Cisco IP phones and extensions as needed.
• Deliver on-site engineering support and handled specialized IP telephony equipment.
• Helped internal contact centre managers with issues related to Verint recording.
• Set up new hire employee’s (agent) from phone, ctios desktop.
• Setup employees in EVR, QM, Advanced scorecard, and viewer and trouble shoot Verint (EVR) issues.

Confidential, New Jersey.

Cisco Voice Engineer

Responsibilities:

• Performed VOIP sector configuration and service administration.
• Provided technical assistance to third-party and client operational staff.
• Assisted with helpdesk customer tickets by troubleshooting problems with regard to the VOIP system.
• Assisted in migration project from Avaya to Cisco.
• Facilitated switching and routing configuration work.
• Co-ordinated with vendors, technical teams and users for Phone related issues and dispatch hardware’s to Clients.
• Configuration and troubleshooting UCCE components.
• Responded to IPT engineering problems by detailed procedure of troubleshooting and diagnosis of IPT domain.
• Implemented Cisco solutions such as Cisco CUCM, Unity Connect.
• Co-ordinated with offshore teams in relation to technical issues and resolve.
• Advanced call manager to the standard version and updated system to support the VOIP enforcement.
• Delivered on-site engineering support and handled specialized IP telephony equipment.
• Helped internal Verint team members with server related issues.

Confidential

Cisco Contact Center Enterprise/IPT Consultant

Responsibilities:

• Cisco Unified Communications Manager Support Configuration and Integrations
• Cisco Unified Contact Center ICM Scripting including Custom scripting to solve complex business problems
• Cisco Unified Contact Center Express Scripting.
• Worked on Verint Impact 360 call recording solution. Building and configuration of recording of calls for different environments like development & simprod
• Taken requirements for different line of business and implementing in Verint for recording.
• Worked on WFM & Project co-ordination for implementations and Roll-outs.
• Configuration of CUCM for Integration with Verint I360 like SIP trunks, recording profiles & IP extensions.
• Cisco Customer Voice Portal CVP Scripting
• Translated and Programmed Business Requirements of Contact Center into working Solutions using UCCE\CVP Scripting
• Provided Technical Support For IP Telephony Solutions for Existing UCCE Expansion Projects.
• Genesys CIM management layer SCI, error handling,alerting,CIM reporting
• Genesys CIM routing(IRD, Multimedia), GVP Infrastructure

Confidential

Network Engineer

Responsibilities:

• Provided computer help desk support via telephone communications with end-users and through remote access (LAN Desk).
• Creation of users, 24/7 on call Support.
• Answered over 100 calls and emails to support software and hardware issues
• Responsible for daily, weekly and monthly backups for production as well as test servers (AS400).
• Responsible for troubleshooting hardware issues, exchange server issues and printer issues.
• Worked with various heat ticketing tools such as Remedy, Heat and Applications.
• Responsible for daily downloads of sales from various retail units.
• Excellent communication and diagnostic skills, consistently solve problems and rarely escalate issues.
• Notified users of system status whenever there is an anticipated outage or unscheduled downtime occurs.
• Resolved user problems on initial call over 98% of the time.
• Selected to create new procedures to improve department productivity and train new members.
• Responsible for monitoring production servers.
• Ship and receive backup tapes through Recall offsite tape process.
• Performed diagnostics and troubleshooting of system issues.
• Optimized system performance and spool utilization. Responded to system hardware/software error messages, storage and hardware configuration problems.
• Escalating calls and issues where necessary to senior managers and team leaders.
• Authorized Service level agreement for internal/external customers for users/security administration.
• Provided technical support for systems and applications within organization.
• Configure, troubleshooting, maintain and support for Cisco Unified Communications Manager, Unity.
• Worked in setting up of web site and the online portal for travels and tours division