Summary

I am an internetworking engineer with more than 10+ years of experience in

the field of training, instructional design and high-end technical support.

Presently working with Cisco Remote Management Services as Incident Manager

for JP Morgan. RMS proactively monitors managed components (24 x 365) by

raising awareness of specific events that have the potential to cause an

adverse impact to business operations.

Working with specific teams within RMS and driving the mission of providing

the highest level of technical assistance on the most complex customer

issues and acting as worldwide evangelists for excellence in all phases of

the problem solving process.

I hold real world knowledge and skill in the field of Cisco Unified

Communications.

I specialize in Cisco's Unified Communications portfolio that is comprised

of Communication Manager, Contact Center Express, Unity/Connection,

CallManager and Unity Express, Attendant Console, Presence, and Mobility

options, Voice Gateways, Gatekeeper and the recently launched Unified

Computing Servers (UCS).

I have well-developed communication and presentation skills and carry a

consistent track record of developing effective client relations and

providing superior client service and customer satisfaction.

OBJECTIVE

To become an indispensable part of the organization, I am driven by a

passionate zeal to be of some consequence to the society in general and my

organization in particular.

EDUCATIONAL QUALIFICATIONS

Bachelor of Technology (Computer Science)

1998 - 2002 IITT College of Engineering, KalaAmb

WORK EXPERIENCE

June 2012 - Till Date

Cisco Systems India Pvt. Ltd

Designation Incident Manager for JP Morgan Remote Management

services

The dedicated teams are based in RTP, Noida, India.

Service Description

Day 2 Operations 24/7 support of the Cisco UC infrastructure.

MACD Moves, adds, changes, and deleted records for

Cisco phones in CUCM, and Retail's UCCX IVR.

Roles and responsibilities:

Cisco RMS Incident Management role involves handling escalated issue and

driving them towards solution to ensure JPMC has resolved all business

critical issues.

. Providing timely communication of JPMC objectives including active

support of critical issues, providing executive interface and briefing in

writing and verbally. This includes any P1 Issue that has high management

visibility and can cause an adverse impact to business operations.

. Working with HTTS/BU on critical issue and ensure that root cause is

investigated and documented with executive update sent to the

stakeholders highlighting the solution and change management process to

execute the fix.

. Conduct UC Network Health Assessment as part of Cisco Services

. Provide Unified Communications Release Management services such as

Perform upgrades of UC components during the change management window,

Conduct extensive lab testing to ensure seamless data migration, Conduct

testing and validation activities post upgrade.

. Organizing trainings to D2O/MACD teams on various UC features

incorporated in JPMC environment for better understanding of the network

so that they can provide excellent support to end Customers.

JPMC UC Architecture Model -

The proposed architecture is divided in to multiple layers to allow for

structured growth, centralized UC applications and optimized utilization of

the infrastructure. JPMC's architecture allows for shared PSTN connectivity

for better utilization of services and reduced toll costs. The architecture

can leverage the entire global infrastructure for on-net calling, toll-by-

pass, and shared UC applications. The architecture is divided into the

Service Provider Layer, the Session Management Layer, the Call Processing

Layer and the User Access Layer.

Session Management Layer - The session management layer will be tasked with

routing call between Unified CM leaf systems and the service providers. The

session management layer will consist of four SME clusters; two in North

America, one in EMEA, and one in Asia-Pac.

Call Control Discovery SAF -The session management layer will leverage SAF

to provide routing from service providers to internal routes, and advertise

tail end hop-off routes. This will allow each SME to advertise least cost

routes between regions.

Trainings :-

1) VMware vSphere: Install, Configure, Manage V5.1

2) ACME SBC 2600 : Install, Configure, Manage

3) ITIL foundation v3

April 2011 - June 2012

Dimension Data, India Ltd

Designation Technical Specialist

Roles and Responsibilities:

. Technical Account Manager (TAM) for critical accounts that are using

cisco IPT infrastructure. GE India, Li & Fyung, Evalueserve,IHG.

. Provide L3 supports for voice/IPT issue's for customers like GE, IHG,

CSC, EvalueServe,Li & Fyung ExlServices & many more.

. Implementation and Designing of whole IPT environment consisting Cisco

Unified communication manager version (8x), IPCC Xpress version (8.X),

Cisco Unity version (8.X), Call manger Express (CME) and application like

Presence, Cisco Unified Business Attendant Console (CUBAC), Auto Attendant

etc.

. Configuration, troubleshooting and designing of MGCP, H.323 and SIP

protocols.

. Providing Implementation /Support for Tandberg Video infrastructure (

VCS,MCU,TMS)

.Implementation of UCCE hosted which consists of CVP's comprehensive

deployment model along with CAD for IPPA.

Trainings :-

1) Tandberg Services Integration-Services Migration Direct Partner Training

2) Premier Support for Microsoft Lync Partners In-depth Support Engineer

Training (Tier1 and Tier 2)

July 2006 - March 2011

Aricent Technologies Ltd. Gurgaon, Haryana

Designation Technical Lead Voice -CISCOTAC - Cisco Unified

Communications Infrastructure

Provide online support to Cisco Partners/Customers using Cisco VoIP

Products.

. IOS Based Platforms - 36/37/26/28/38/29/39xx /Catalyst 6XXX

. VoIP Protocols - H.323, MGCP, SCCP, SIP

. Call Control - Cisco Unified Call/Communications Manager; Cisco

Unified Call/Communications Manager Express.

. Unified Messaging - Cisco Unity, Cisco Unity Connection, Cisco Unity

Express, Exchange 2000/2003/2007/2010

. Virtualization - VMWare Server, VMWare Workstation, VMWare ESXi, UCS

Express

. Presence - Cisco Unified Presence Server/Client

. Methodologies - Install/Upgrade, Troubleshoot, Configuration.

Technical Lead Responsibilities:

. Unified Communication Technology Escalation

. Preside and participate in technical and mgmt team reviews to provide

continuous guidance to the partner management and team members

. Identify and implementing continuous trainings

. Maintain technical certifications to ensure continuous learning and

development. Currently pursuing

o Red hat Linux

o Unified Communications on Cisco Unified Computing System

December 2005 - June 2006

Convergys India Services Gurgaon, Haryana

Designation Network Engineer

Roles and responsibilities:

Provide technical assistance to enterprise clients' worldwide implementing

Cisco's Unified CallManager, Unified Communications Manager, Unified

CallManager Express, Unity Express, Unity, Unity Connection voice mail

system. The task involves troubleshooting of client issues and involves

VOIP protocols, like, RTP, H.323 suite, MGCP, SCCP, SIP and other allied

protocols.

October 2004 - November 2005

Convergys India Services Gurgaon, Haryana

Designation Microsoft Server Senior Support Engineer

Worked as Technical Support Officer in providing technical support

(hardware and software) to customers of Microsoft Corporation Ltd.

Supporting System Administrators all over the world through online

troubleshooting and maintenance of:

Microsoft Small Business Server 2003

Microsoft Exchange Server 2003

Microsoft Windows Server 2003

Directory Services \ Windows Server 2003

Networking \ Windows Server 2003

Setup \Windows Server 2003

Internet Security and Acceleration Server 2000

The responsibilities included:

. Troubleshooting mail flow issues internal and external,

recovering corrupt databases in mail servers i.e. the

Exchange Server 2003 and similar issues.

. Setup, maintenance and troubleshooting for Microsoft Windows

and Small Business Server 2003

. Troubleshooting Active Directory issues

. Installation, maintenance and administration of windows

firewall using ISA 2000.

September 2002 - January 2004

Atul Computers Parwanoo H.P

Designation Hardware Support Engineer

Handling services delivery in an around Himachal.

Computer assembly, maintenance & troubleshooting

Setting up LAN network for clients

LANGUAGES KNOWN

English, Hindi, Punjabi.

HOBBIES

INTERESTS & EXTRACURRICULAR ACTIVITIES

Chief Organizer for Inter College Cultural Festival 'OLODUM"

Managing all the cultural departments and effectively maintaining

coordination between each other.

Playing cricket, table tennis

Listening to music (Metallica, Pink Floyd, Guns 'n' Roses)

Prashant Kukerety

Alpine C- 506, Omaxe Grandwoods,

Sector 93-B, Noida, Uttar Pradesh-201304

PHONE: +91-931*******

EMAIL: ace8jn@r.postjobfree.com

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