Ravi Sharma

Mobile: +919********* Email: acgob9@r.postjobfree.com

OBJECTIVE

Seeking a challenging position as a VoIP Solution Architect in Telecom Sector to achieve carrier

goals and contribute towards organizational success.

SYNOPSIS

Motivated, result oriented highly skilled VoIP Engineer with an experience in Telecom companies.

Excellent knowledge of configuring and troubleshooting Cisco Unified Contact Center, CUSP,

CVP, IPIVR, UCCX, CUCM, Gateways, dial plans and advanced dial plans. Expertise in VoIP

Signaling Protocols, IP Telephony, IPCC Basics, Unity, CME and Unity Express; Conversant in

assessing client needs to design and install networks in accordance. A solid understanding of

networking fundamentals and security; significant exposure in trouble shooting problems and

increasing the uptime of system:

● Excellent Project Management skills with proven ability to lead and motivate teams to maximize

productivity

● Understanding of projects, hardware, software requirements & executing orders accordingly

● Providing daily onsite administrative support

● Leading a team, training and updating them

● Technology savvy self-starter, adept at moving into new environments and extrapolate from existing

experience to quickly adapt to new technologies fluently

● Possessing first rate communication and collaboration skills to lead and work in concert with diverse

groups effectively

● Strong problem solving and analytical skills

● Excellent decision making skills with a positive approach

VoIP NETWORK SKILLS

Deploying, Installation, Upgrading:

UCCE: IPCC Enterprises (ICM Scripting, CTIOS, Logger, PG), EIM, CVP (7.x,8.x,9.x) and IPCC

●

virtual platform ( V Center, EXSI server), EIM, CCMP, CUIC, CUSP, NICE and Calabario Recoding

Solution, Netcool Monitoring Solution

● UCCX: Configuration and Integration with call manager, basic and Advance scripting and call

routing( skill based & group base)

● Cisco Unified Communication Manager 4.x, 6.x,7.0: Deployment Model, Publisher & Subscribe

Relationship, Administration and Managing User Account, Endpoint, Cisco IP Phones 7940, 7960,

7961, Cisco IP Communicators.

● Cisco Unity Server: Configuration and Integration with call manager, configure mailboxes for

subscriber, call handler, failover.

● Cisco Unity Connection: Configuration and Integration with call manager, configure mailboxes for

subscriber, call handlers, Creating Mail box from Active Directory, Sending notification Voice

mail, Visual Voice Mail using Phone view, Creating Templates and CoS.

● Call Manager Express & Unity Express: Configure CME and phones features like call park, call

pickup, intercom, paging etc. Integrate CUE with CME, configure mailboxes.

PROFESSIONAL EXPERIENCE

Experience Summary

● Working as Cisco Contact Center Expert in ORANGE FT Group, Gurgaon

● Worked as SME Voice in I yogi Technical Services Pvt. LTD, Gurgaon

● Worked as Sr. Specialist Voice in HCL Comnet, Noida.

● Worked as Network Specialist (VoIP) in Networkers Home, New Delhi.

● Worked as Network Support Eng. in Wipro, Jaipur.

● Worked as Team leader in Sequel Infocom, Jaipur.

● Over 3 years’ Experience as IPCC Solution Designer.

● Over 6.2 years’ Experience in Cisco Voice.

● Over 8.2 years’ experience in IT industry.

Project Profile

Company: Orange FT Group.

Cisco Contact Center Expert, July 2012 – Till Date

Environment: CUCM (8.x,9.x), Unity, UCCE (7.x,8.x,9.xICM, CVP), Gateway, CUSP, Unity

Connection and UCCX, EXSI ver 5, Virtual Environment ( Vcenter).Cisco Interaction Manager, Cisco

Customer Management portal, nuance, TTS server, Netcool Monitoring solution, Calabrio Work force

management, Nice Recording Solution

● Working on Cisco Unified Contact Centre Enterprise, Design, HLD and LLD creation, Design

Verification from Cisco.

● Handle the client for Data gatherings and requirements.

● Complete the Implementation of an project.

● Provide support until it’s handed over to operation

● Testing on new Feature’s or Software versions from Cisco.

● Trouble shooting Cisco Unified Contact Center for Customers for highly escalated issues.

● Responsible for preparing POA and implementing for any kind of up gradation happens in in Cisco Voice

infrastructure.

● Providing periodical training to level 2,3 engineers.

● Co-ordination for pro-active and reactive issues with TAC.

● Currently assigned as UCCE Project Manager for Voice Team.

Project 1 #

Currently working for APMM Logistics towards there Multi region setup across 45

countries, more than 3000 users every Region, Collection of requirement from Customer

for IVR deployment,Creation of Blue print in order to standardize call flow at every

location, managing day to day customer and internal meeting for discussion over current

situation, creation of Customized reports in CUIC, design validation for global cluster and

every site.

Project 2 #

Design of IPCC setup for The World bank Organization global setup across 75 countries,

more than 50 users site in every country, Collection of requirement from Customer for new

features, Design of Emergency call flows, User Acceptance test plan owner, Handover to

operation process creation

Project 3 #

Design of IPCC up gradation plan for Hapag Lyod Logistics centralized cluster with

multisite management in 3 country, Collection of requirement from Customer for new

features if any required, Design of Customized reporting, Design new recording solution

with Calebario WFM server, User Acceptance test plan owner, Handover to operation

process creation

Company: Iyogi Technical Services Pvt Ltd.

SME Voice, July 2011 – July 2012

Project 4 #

Planning of Up gradation of Standalone IPCC setup with BBM connectivity, Remote agent

Configuration, CVP Comprehensive call flow, Preparation of High level design and Low

level design, Vendor meeting with HLD technical validation and Support structure

discussion, Team management for operational issues as team leader

Environment: CUCM (8.x), Unity, UCCE (ICM, CVP),Aspect Outbound dialer, Gateway, CUSP, Unity

Connection and UCCX.

● Working on Cisco Unified Contact Centre Enterprise, troubleshooting Cisco Unified Products

● Trouble shooting Cisco Unified Communication, Cisco Unified Contact Centre Enterprises & UCCX and provide

support to day 2 day Escalation.

● Incident management, Problem management & Change Management for Contact centre as well as IPT solution

(CUCM, IPCCE.)

● Trouble shooting on Cisco MGCP/H.323 Gateways, Cisco Gatekeeper, Trunks, Dial-Plan, Cisco Unity & voice-

mail

● Have implementation and working knowledge in ICM scripts, UCCX scripts.

● Collecting and analysing all logs with respect to the issue and provide a proper resolution and RCA to the

concerned stake holders.

● Responsible for preparing POA and implementing for any kind of up gradation happens in in Cisco Voice

infrastructure.

● Hands on experience in log analysis (UCCE, CVP, CUCM).

● Providing periodical training to level 1 engineers.

● Co-ordination for pro-active and reactive issues with TAC.

● Currently assigned as Technical lead for Voice Team.

Company: HCL Comnet Pvt. Ltd.

Sr. Specialist Voice, Oct 2009 to July 2011

Project 5 #

Establishment of Cisco CVP network of HCL Chennai Campus. Implemented the Project

Right From the Scratch. Included datacenter carbon plan, planning of Disaster Management,

Installation of IPCC Enterprise (ICM, logger, router, AW, PG etc.), CVP, CUCM,

Configuration of PG’s and VXML gateway’s, Training of Onsite Team

Environment: Cisco Call Manager (4.x, 5.x, 6.x, 7.x), CME (3.x, 4.x), CUE (3.x, 7.1), IPCC Express

(4.0, 5.0, 7.0), ICM (7), Gateway (MGCP, H323).

● Implementation of VoIP Project, Handling project & working with Uptime Calls to support day 2 day operations

● Incident Management and Change Management for Cisco Unified Communications Manager 4.X, 5.X, 6.X and

7.X, Call manager Express.

● Incident Management and Change Management for Cisco Contact Centre Express Manager 4.0, 5.0 and 7.0.

● Incident Management and Change Management for IPCC Enterprise (Cisco ICM scripts, Configuration of

AWS/HDS, CTIOS, managing PG Servers, IP IVRs).

● Incident Management and Change Management for Voicemail related issues, configurations on Cisco Unity

Servers.

● Incident Management and Change Management for issues related to Cisco Voice Gateways and configurations on

new requests.

Company: Networkers Home Pvt Ltd, New Delhi

Network Specialist (VoIP), April 2008 to Oct 2009

Project 6 #

Establishment of VOIP network for Sipco Pvt. Ltd, Kuwait. Implemented the project right

from scratch as a team member, the job also involved ensuring the 99% uptime. Included

Installation of CUCM, Unity, Configuration of VM, Dial Peer, End users.

Environment: Cisco Call Manager (4.x, 6.x), CME (4.x),Unity and Gateway (MGCP, H323).

● Troubleshoot and manage VoIP systems.

● Identify, realize and resolve customer reported Incidents/Issues for VoIP infrastructure.

● Move, add and changes related to VoIP infrastructure.

● Communicate with Clients for all International Network related issues.

● Document the Network infrastructure (Configuration, Topology and Special Solutions) and escalation procedures

in accordance with the company policy.

● Maintain and manage the ticketing system to reflect the status of the Network/Customer.

●

Company: Wipro, Jaipur

Network Support Eng., Dec 2006 to Nov 2007

● Configuration of LAN network.

● Online Technical support to overseas customers

● Network Management of TCP/IP networks.

● Installing and Maintaining LAN and desktop support on Windows NT environment.

Company: Sequel Infocom, Jaipur

Team leader, April 2006 to Dec 2006

● Administration, troubleshooting, maintaining of system.

● Maintenance of Desktop, Network devices, Peripherals

● Trouble shooting Office Communicator related issues

● Trouble shooting and configuration of internet connectivity for employees.

IT Skills

CCNA (Cisco Certified Network Associate) Cisco ID: CSCO11551323

1.

CVOICE, CIPT I, CIPT II v8.0 Implementing Cisco Voice Communications and QoS v8.0

2.

642 241 UCCED

3.

642 242 UCCEI

4.

642 243 UCCES

5.

Cisco Authorized Technology Partner UCCE Project Manager

6.

Cisco Authorized Technology Partner CVP Project Manager

7.

Cisco Authorized Technology Partner UCCE Deployment Engineer

8.

Cisco Authorized Technology Partner CVP Deployment Engineer

9.

10. Operating System: Win 98/2000/2003 server, Windows XP, Windows Vista and Linux.

11. Proficient knowledge in Microsoft Visio, Power point.

Educational Qualification

Examination Year Of Passing

University / Board

B A( Economics) Rajasthan University, Jaipur. 2009

XII 2005

Rajasthan Board of Secondary Education, Ajmer

X 2003

Rajasthan Board of Secondary Education, Ajmer

Personal Details

Father’s Name : G.N Sharma

●

Mother’s Name : Sarita Sharma

●

Date of Birth : 3rd April 1988.

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Marital Status : Single.

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Languages Known : English, Hindi

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Permanent Address : 1 A 24,Shiv Shakti Colony,

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Shastri Nagar, Jaipur Raj 302016

Note : US B1 visa with 10 years validity

I affirm that the information in this document is accurate and true to the best of my

knowledge.

(Ravi Sharma)

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