Technical Support Manager

Asim Shakeel

Phone: 416-***-****

E-mail: ************@*****.***

SUMMARY

Around 15 years of extensive experience in Information Technology management, IT governance, architecture planning, implementation and system support of Cisco Enterprise IP Contact Center, Unified communication systems. Work as a leading member in projects i.e. major upgrades, migrations and business continuity, which delivers complete redundant environment in financial institution/ telecom sector.

HIGHLIGHT OF QUALIFICATION AND SKILLS

Technical case evaluation of new requirements in UC and UCCE area to be on boarding process

Participated new requirement gathering and technical evaluation of implementation process cycle

Manage and Track of new infrastructure implementation with vendors and relevant authorities

Performed UCCE, UC failover and stress testing of deliverables by vendors/service providers

Interfacing between stake holders to translate the technical requirement

Strong ability to take owner ship of critical issues.

UCCE SOPs documentation to equipped ITSS first line of support on day to day IP contact center operation issue

Quarterly reviews with IT governance team on major incidents issue and system enhancement to ensure HA of service.

EDUCATION

Bachelor of Science in Computer Science.

TRAININGS / CERTIFICATES

•CCIE collaboration in process

•CCNA - Cisco Certified Network Associate

•ITIL-2016

•Achievement Certificate - support and contribution awarded by Cisco

•Achievement Certificate- CC expansion and upgrade awarded by Zain telecom

•Training of P6S Hardware Service Support Engineer) from IBM Germany.

• Certified as AWSE (Authorized Warranty Service Engineer) on IBM X-series Platform.

TECHNICAL SKILLS

UC Collaboration - Call Manager 8, 9, 10, 11, CUPS, Unity Connection, Cisco Unity Express.

UCCE Logger,Router, AW,CVP, PGs, CUIC, Outbound Dialer, Finesse

Voice Recording Systems Speechlog, VPI, Nuance, NICE

Protocols SIP,H323,MGCP,SCCP,TFTP

MS Windows – Windows 2003, 2008,2012 Enterprise

Cisco Routers-29XX,28XX,39XX,38XX

Trunks – SIP trunk

Applications – UCCE,DNS,LDAP,VLAN,VPN

Cisco Switches -2950,3550,3560,CSS (Content Service Switch)

Monitoring – HP Openview

PROJECTS:

Bank AlJazeera

Lead project - Design and tech. assessment of project execution for UCCE upgrade project from UCCE 8.5 to UCCE 10.5

Design and Upgraded IPT CUCM from version 8.5 to 11.0. Respectively upgraded all VGs.

Lead the project - in splitting project with all technical assistance to gauge all risk factors (moving one UCCE side to DR Riyadh) without impacting the business operation

Participated in cost saving initiative by moving indound/outbound telephony services from legacy E1 circuit to SIP circuit

Planned of enhancing call center capacity in terms of agents along with implementation of new call center agent site as business continuity

Lead in enhancing of VPI call center recording system with centralized archiving to fulfill SAMA regulatory compliance

Design and Implemented new business credit card line with third party call center Dubai over the VPN tunneling.

Zain Telecom

Upgraded CUCM from version 6.0.1 to 8.0.3 20000-2

Upgraded CUPS (Cisco Unified Presence Server) from version 6.0.5 to 8.0.4

Upgraded the IOS for Cisco VXML Voice Gateways (AS5350XM) to 12.4(24)T2

Content Service Switch (CSS) upgrade from 8.10.1.06 to 8.20.3

Upgraded the ICM (Central Controller & PGs) from version 7.2.3 to 8.0.3

Upgraded MS SQL from 2000 to 2005

Cisco CVP Upgrade from version 4.1 to 8.0

PROFESSIONAL EXPEREINCE

UCCE Contact Center Consultant Company: Bank Aljaazira Duration: Jan 2014- Mar 2017

Responsibilities

Support day to day operation of and maintain/troubleshooting of CUCM, unity, unity express.

Support and troubleshooting of VGW on day to day voice operation

Improvement, optimization of network and Cisco UCCE 8.5 (Call Center) for stability in duplex production environment

Technical support of contact center day to day operations, troubleshooting of application running in UCCE

Work on Data Block to support business day to day reporting requirements deem extremely critical for business function

Design and Implemented contact center critical databases backup policies with infrastructure team

Technical support of 24/7 recording solution offer in UCCE call center and branch recording system

Coordination and Support of corporate security (PCI audit) to meet their standards in financial institution

Design and implemented of system changes including call flow scripts and IVR treatment on new requirement

Actively engaged in designed HLD and HLD, documented SOPs to smooth CC operation and ensure of strict compliance to PCI and SAMA audit

Coordinated, process review with IT changes management team to ensure all changes are tested and approved

Periodic system performance reviews including system health checks and monitoring.

Handling of services in term of main CC numbers with priorities for business continuity provided by service provider

Support day to day operation of and maintain/troubleshooting of IPT CUCM, unity, unity express.

Technical evaluation of new voice project with vendor and assist project team.

Responsible of handling major incident issues in contact center and UC domain to provide incident reports

UCCE Engineer Company : Zain Telecom Duration: Jan 2009 – Jan 2014

Responsibilities:

Managing & maintaining Cisco IP Contact Center Enterprise 8.5

Managing and administering Cisco Unified Call Manager 8.5 clusters

Configuration of reports in Cisco Unified Intelligence Center, Cisco Webview or writing MS SQL queries using real-time and/or historical database in order to analyze call center traffic patterns and resource utilization

Scheduling reports of agent performance, IVR systems’ ports utilization and Call server statistics

Automating reports based on customer’s requirements by querying the IPCC database using Microsoft Power Shell tool

Management and integration of Cisco Unified Customer Voice Portal 8.0 and managing it through OAMP

Managing Cisco Unified Presence Server (CUPS) and integrating/registering all devices in IPCC network and handling SIP trunks associated with Call Manager to align call routing

Managing and troubleshooting of ICM components including CUCM, VRU and media routing PGs, Central Controllers (Logger, Router and AW) and CVPs with the help of logs and traces from respective components

Managing and configuring agent based and IVR-based outbound campaigns

Upgrading the IOS for Cisco VXML voice gateways (AS5350XM) to the latest eligible official release

Configuring dial peers and number expansions to support various IVR services on voice gateways

Troubleshooting of voice gateways by collecting various debugs

Tracing calls on E1s by running snooper traces on Cisco SoftSwitch 2200 (PGW)

Verifying the status of Call Center E1s on the PGW

Working in close coordination with Cisco TAC engineers for troubleshooting any issue at hand

Product Support Specialist Company: IBM Duration :Aug 2007-Dec 2008

Responsibilities:

•Involvement in planning different solutions for enterprises including banks, Telecommunication companies

•Designed & implemented IPCC Enterprise solution in different banks and telecom companies and

•Planning and designing of different data centres for enterprises & catering environmental requests from the companies.

•Designing of systems & networks as per customer requirement before the implementation

•Provide Technical Support & Maintenance Services to customer for i-series & p-series server

•Provide Technical Support & Maintenance Services to customer for storage system DS4000

•Provide Technical Support & Maintenance Service to Customer for SAN switched and tape libraries

•Planning of different Environmental desires before installation of data centres

•Handled complex installations of i & p series at various large accounts

•Hand on experience of IBM SAN Storage and storage manager client software

CDMA Engineer Company: - ZTE Telecom Duration: May 2006-July2007

Responsibilities:

• Installation, Configuration and Commissioning of ZXC-10 2.G and 3.0G BTS and BSC

• Troubleshoot and Maintenance of BSC software (Unified Management System) for controlling different BTS in the PTCL-OMC

• Troubleshooting By using Site Master to Different issue related to VSWR and RSSI

• Troubleshooting of Media related issue by using of BERT

• Coordination with Customers regarding O&M

• Responsible for defining and implementing quality assurance system for service delivery

• Responsible for quality audits during and after implementation of a project

• Verify and create the documents related to BOQs and PAC

• Prioritization of trouble reports/tickets including incoming trouble reports

• Contribute to the creation and improvements of procedures and routines

• Able to work independently or as part of a team, taking faults to satisfactory resolutions and

proven ability to work in a pressurized environment

•Complete Administration and Maintenance of ZTE CDMA EAS® System Database

•ZTE EAS Software Suite Installation, Configuration and Up-gradation

•Complete Monitoring of EAS Alarms and External Alarm Removals

•Installation & Commissioning of ZTE MISU® in ITR/RTR

•Air-Conditioner Sequence Controller installation and integration, for alarming

•Commissioning of Diesel Generators and integration with MISU

•Testing and authentication of Alarm data in OMC

Contact this candidate