Rekha Guruyula

ac0zdm@r.postjobfree.com +1-202-***-****

PROFESSIONAL SUMMARY

Masters in Computer Application (MCA) & Having 6+ years of experience in managing Cisco UC or VoIP & Cisco UCCE infrastructure.

Involved in Day to Day Support on Administering & Managing.

System Integrations, implementation and customer support and documentation.

Expertise in leading and working with diverse vendor relationships.

Strong technical skills and knowledge of the Telecommunications/Information Technology industry.

Understanding customer requirements, resource & time management.

TECHNICAL SKILLS:

Cisco IPT:

Cisco Unified Communication Manager (CUCM) 6.x, 7.0, 7.5, 8.x, 9.x, 10.x 11.x: Clustering, Administration and Managing User Account, Endpoint, Cisco Unity Connection (CUC) and Integration with Cisco Communication Manager, Cisco IP Phones 7942, 7962, 6921, Cisco IP Communicators (CIPC).

Configuring Unified Communication Manager Server & Services.

Configuring TFTP, Regions, Location, Device Pools, CUCM Groups, SRST Reference, MRGL.

Call Routing Component: Route Group, Route List, Route Pattern, Hunt Group, Hunt List, Hunt Pilot, Digit Manipulation with Translation Pattern.

Calling Privileges: Time of Day Routing, Partition, Calling Search Space and Force Authentication Code.

Media Resources: annunciator, Conference Bridge, Media Termination Point, Transcoder, Music on Hold Server.

User Feature: Extension Mobility, Call Park, Call Pickup, Group Call Pickup, Other Group Call Pickup, and Call Back, DND.

SIP Protocol, SIP Trunking. E911 configs & troubleshooting’s, Configuring VG224 & End points.

Cisco UCCE:

Configuring CTI Route patters, Translation patters, PG user associations, Route Patterns in CUCM.

Skill group, Dialed number, call type, CTIOS Agent, CTIOS Supervisor configurations as per customer requirements.

Troubleshooting and support on UCCE end users issues especially on CTIOS agent desktops, Extension mobility, logs & etc.

Working on Cisco ICM scripts, Holiday changes, call routing especially for defects, enhancements, new scripts.

Basic SQL queries for troubleshooting UCCE calls, HDS data sync verifications, CUIC reporting.

CVP- media file upload, system issues, troubleshooting.

Working on UCCE 8.x, UCCE9.x. ICM Router, Logger, Rogger, peripheral gateway (PG’s), HDS/DDS, AW related issues, CVP, CVP Vxml server, GW. IcList Dialers, Uptivity recording, Finesse, EIM/WIM, CCMP.

CUSP routing configs and troubleshooting.

CUIC - DB Replication, Report running, Cluster setup, Collection issue, Data Sync up.

EDUCATION:

Masters in Computer Applications (MCA), Sri Venkateshwara University, India.

CCIE Collaborations Certifications– Written exam(Expired).

EXPERIENCE SUMMARY:

Aug’2015 – Till Date, Client: CVS Pharmacy - Omnicare, Dublin, OH.

Senior UCCE Engineer

Job Description: Working as Senior UCCE Engineer to handle set of deliverables to CVS Pharmacy – Omnicare. This is for mainly to get Transition & Knowledge Transfer from third party vendors and make engineering standard documentations, Migrations, day to day operations.

Responsibilities:

Preparing UCCE 9.x, UCCE 8.x ICM Script call flows.

ICM Scripts Verifications & Validations with business, internal team.

Creating & Modifying the Design documents of UCCE9.x, 8.x Core, remote locations.

Preparations of CUCM8.x, 9.x, CUC 8.x, 9.x inventory, call flow documents.

Troubleshooting & providing L1, L2 supports for all UCCE & UC/IPT issues in day to day.

Part of Migrating team, To Migrate UCCE 8.x users and call flows into UCCE 9.x in phase manner.

Discussions with Business and internal team with respect to migrations and plans.

Doing the daily health check of all core systems to make sure the system is operational.

Preparations of SOP documentation’s.

Supporting components: Rogger, AW/HDS/DDS, CVP, CVP Vxml, PG’s, CUSP, CUCM, CUC, CCMP, EIM/WIM, Finesse, CUIC, Nuance, Acme packet, SIP Trunks, PSTN links, GW, icList, Uptivity Recording, E911 anywhere, IP Phones – 79xx,99xx, 69xx, 88xx, 89xx, CIPC, Jabber, CUCIMOC(CUCI Lync).

Jan’2015 – July’2015 Client: State Farm, Bloomington, IL.

Senior VOIP Engineer

Job Description: Working as Senior VOIP Engineer to handle Centralized SIP Trunking, Implementing and supporting to SIP based dialing & post cutover support.

Responsibilities:

Centralizing SIP Trunking design, Implementations for remote locations.

Preparing Design document for all locations.

Doing site survey and preparing document on existing voice infrastructure, then storing all data in SharePoint site.

Creating individual site design document & cutover implementation document.

Reviewing with internal team, getting approvals on the Implementation documents.

Creating change request as per plan and cutover date, following up for all the approvals.

Performing VOIP Cutover to convert old local site based routing to new centralized SIP Trunking.

Configuring Route Patterns, Route partition, Calling Search Space, Translation patterns, SIP Trunks, CUCM Group, Device pool, AAR configurations changes, and SNR setting changes.

Converting MGCP based VG224 to SIP based VG224. Removing old configs and adding new SIP based configs both in CUCM side as well VG224 IOS side.

VOIP Gateway configs – T1 link, Trunk, dial-peer configuration changes.

Working on Incident, Problem, and Change Management only related to Centralized SIP Trunking.

Troubleshooting & fixing if any issues on SIP site cutover.

Providing Post cutover support on Migration sites.

Feb’2014 – Jan’2015, Teksoftsystems Inc, Detroit, MI.

Senior UCCE/Voice Engineer

Job Description: Working as Senior Voice Engineer to handle day to day support on clients of Teksoftsystems, Operations work as well projects.

Responsibilities:

Monitored UC & UCCE system and components.

Performed VOIP sector configuration and service administration

Worked on Incident, Problem, and Change Management.

Troubleshooting & provided L1, L2 supports for all UC or IPT & UCCE issues.

Configuration of IP Phones, Extension Mobility profiles, End user profiles, Voice mail profiles.

Troubleshooted Incidents (Tickets) to ensure day to day business issues are resolved in a timely fashion.

Implemented change requests for UC applications and work along with vendors/ client wherever change coordination are required.

Implemented Cisco solutions such as Cisco CUCM, Unity Connect.

Cisco Contact Center Enterprise 8.5 Design, Implementation, Administration and ICM Scripting

Configuration of CUCM for Integration with Verint I360 like SIP trunks, recording profiles & IP extensions.

Worked on permanent fix for repetitive incidents along with Supervisors/SME and ensure to maintain knowledge base on critical issues / errors.

Handled UCCE Router, Logger, PG, and HDS, CUIC, CTIOS related issues.

Troubleshooting the CUIC Reporting issues like DB Replications, Real time & Historical reporting, and Data Synch.

Feb’2010 – Dec’2012, Client: Analyse Solutions, Bangalore, India.

Network Administrator

Job Description: Analyse Solutions is one of the Cisco UC, VOIP and network service providers, As a Network Admin taking care of Analyse Clients on Cisco UC & Cisco Networking Infrastructure- LAN, WAN based projects.

Responsibilities:

Installed & supported L1 support on Cisco IP Phones 6921, 7942, 7962, CIPC, Grand stream, Yealink IP Phones.

Troubleshooted & provided L1 supports for all UC or IPT issues.

Configuration of Extension Mobility profiles, End user profiles, Voice mail profiles.

Troubleshooted Incidents (Tickets) to ensure day to day business issues are resolved in a timely fashion.

Implemented change requests for UC applications and work along with vendors/ client wherever change coordination are required.

Worked on permanent fix for repetitive incidents along with Supervisors/SME and ensure to maintain knowledge base on critical issues / errors.

Configured & checked T1/E1 links, coordination with telecom service providers.

Installed & Configuration Cisco Routers, Switches.

Maintained the office LAN & VLAN design, reporting to Head Operations.

Managed UC Applications, VOIP Products

Dec’2008 – Jan’2010, Client: Sarvodaya Computers, Bangalore, India.

Network Engineer

Job Description: Sarvodhaya Computers is an Academic Project center, providing various Cisco Networking & Hardware trainings to all kind of students. As a Project Engineer giving guidance to new students on their projects & Providing training on Computer advance courses, VOIP products.

Responsibilities:

Scheduled new Project discussions.

Gave training on Cisco products, Computer advance courses.

Marketed all type of VOIP & Telecom products.

Installed Cisco IP Phones 7942, 7962, CIPC.

Snom IP Phone solutions to different clients.

Installed Grandstream, YeaLink IP Phones.

Marketed and provided solutions on Cisco WebEx. Available on Request.

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