RESUME

Prashant Kumar Shukla

Mobile: +91-852*******

Email: ac5vj7@r.postjobfree.com

Objective:

Seeking a position where I can utilize my skills, experience and education to play a part in company strategy, while still allowing ample hands-on use of my skills in an environment that promotes continual upgrading of knowledge and certification, with strong opportunity for advancement within the company while contributing to the benefits of the company.

Summary:

Having experience includes Manage, Support, Unified Communications & UCCE implementation, support, and managing network services. Having good exposure to network design – Voice and UCCE Network troubleshooting with a good exposure on IP telephony and UCCE. Proficient in VoIP, UCS, Unified Communications and UCCE environment. Expertise in Client interactions and excellence in customer service support. Possess strong inter personal skills and good communication skills.

EDUCATIONAL QUALIFICATION

B.Sc. (Math’s) From Kanpur University.

PROFESSIONAL QUALIFICATION AND TRAINING

CCNA – Cisco Certified Network Associate.

CCNA (Voice) – Cisco Certified Network Associate.

CCNP (Voice) – Cisco Certified Network Professional.

MCSE (NT4.0) - Microsoft Certified System Engineer.

UCCE & CVPI – Unified Contact Center Enterprise & Customer Voice Portal.

EMPLOYMENT SUMMARY:

NTT DATA

Network Convergence Advisor

June 2017 to Till Date

HCL Technologies

Associate Consultant

Sept 2012 to June 2017

Future Focus Infotech

Network Designer

Apr 2012 to Sept 2012

VOIP Academy

Network Consultant – Voice

Apr 2011 to March 2012

Future Businesstech I Pvt Ltd

KAM

March 2008 to Apr 2011

Ample Technologies

Asst. Manger

Feb 2007 to Jan 2008

H.D.F.C. SLIC

SDManagement

May 2006 to Nov 2006

Wockhardt Ltd

S.E.

Sep 2002 to May 2006

EMPLOYMENT DETAILS:

Working as Network Convergence Advisor for Cisco Collaboration, UCCE & CVP environment with NTT DATA from June 2017 to till date.

Cisco IPCC Enterprise

Participated in ICM Scripting and implemented migrations.

Analyzed and resolved issues for ICM and CVP systems.

Provided technical support for voice recording and CVP applications.

Configuring agents, skill groups, PQs and teams.

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.

Configuring Precision Routing, Finesse Integration, Work Flows, Team Resourcing etc.

Troubleshooting Call Routing Issues in contact center solution.

Administration of Router, Logger, Database Manager and Admin Workstation.

Using HDS for historical reporting.

Responsibilities include implementation, installation, integration, maintenance & troubleshooting of ICM Components.

Basics of CVP Call studio configurations and troubleshooting.

SIP Proxy Server

Configuring SIP Proxy server, routing Sip requests Load balancing.

Troubleshooting of Sip issues.

Voice Gateways & VXML Gateways

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.

Configuration of IOS based and Hardware based MTP, Transcoders.

Peripheral Gateways

Administration and Configuration of Peripheral Gateways.

Collecting and Analyzing RTR, PIM, CTI server, OPC, PGAG etc logs.

Troubleshooting PG failure, Fault Tolerance, loss of Data issues.

Finesse Configuration and troubleshooting.

Design validation of call flows and reviewing Cisco ICM call flows.

Managing migrations of service desks from Avaya to Cisco.

Handling customization of CUIC for reporting.

Troubleshooting VoIP related issues like voice quality, media resources, call routing etc and coordinating with local teams for any issues with PRI lines.

Coordinating with Cisco TAC for escalated issue and performing troubleshooting with TAC engineers.

Working on Cisco UCCE, CVP, CUCM, CUSP, CISCO GATEWAYS.

Responsible for addition of gateways to CVP and creating dial plans on CVP and uploading media files to gateways.

Responsible for UCS management and troubleshooting like creation of service profiles, boot policies, ESXi hosts, Creation & Migration of VMs etc.

Management of Ingress Gateway, VXML Gateway with SIP protocol.

Responsible for weekly backups (UCS) for all data centers.

Managing UC & UCCE on UCS environment.

Monitoring complete environment through Management suits of Cisco Tools like Cisco Prime.

Managing Recording Configuration for Verint in Call Manager and Verint I360 application.

Worked as Associate Consultant for Unified Communications, UCCE on UCS environment with HCL Technologies from Sept 2012 to June 2017.

Responsible for installation, configuration, maintenance and troubleshooting of Cisco Unified Communications Manager, Unity Connection and UCCE environment.

Responsible in creating and modifying the Device Profiles and Extension mobility login in Call manger servers for users. Voice mail creation for the users in Unity Connection.

Troubleshooting VoIP related issues like voice quality, media resources, call routing etc and coordinating with local teams for any issues with PRI lines.

Coordinating with Cisco TAC for escalated issue and performing troubleshooting with TAC engineers.

Coordinating and with different Service Providers like for Voice trunk connectivity.

Responsible for addition of gateways to CVP and creating dial plans on CVP and uploading media files to gateways.

Responsible for UCS management and troubleshooting like creation of service profiles, boot policies, ESXi hosts, Creation & Migration of VMs etc.

Installation, Configuration and troubleshooting of Cisco Unified Call Manager.

Responsible for weekly backups (UCS) for all data centers.

Managing the operations of UC & UCCE on UCS environment.

Monitoring complete environment through Management suits of Cisco Tools like

oCisco Unified Prime.

oReal Time Monitoring Tools.

Responsible for installation, configuration, maintenance and troubleshooting of Cisco Unified Communications Manager Express, and Unity Express.

Responsible in creating and modifying the Device Profiles and Extension mobility login in Call manger express servers for users. Voice mail creation for the users in Unity Express

Troubleshooting VoIP related issues like voice quality, media resources, call routing etc and coordinating with service provider for any issues with PRI lines.

Responsible for installation, configuration, maintenance and troubleshooting of Cisco Unified Communications Manager, Unity Connection, Unity Express.

Installation and troubleshooting of Voice gateways (H323, SIP and MGCP) with CUCM.

Troubleshooting VoIP related issues like voice quality, media resources, call routing etc and coordinating with service provider for any issues with PRI lines.

Handling incidents on remedy tools following ITIL process.

Troubleshooting of cluster communication (Intra & Inter cluster).

Worked as Network Designer for Voice with Future Focus InfoTech, Delhi from Apr 2012 to Sept 2012.

Responsible for installation, configuration, maintenance and troubleshooting of Cisco Unified

Communications Manager Express, and Unity Express.

Responsible in creating and modifying the Device Profiles and Extension mobility login in Call manger express servers for users. Voice mail creation for the users in Unity Express.

Troubleshooting VoIP related issues like voice quality, media resources, call routing etc and coordinating with service provider for any issues with PRI lines.

Worked as Network Consultant for Voice with VOIP Academy from Apr 2011 to March 2012.

Responsible for installation, configuration, maintenance and troubleshooting of Cisco Unified Communications Manager, Unity Connection, Unity Express.

Installation of Cisco Unified Communication manager (CUCM) 7.0 & 8.0.

Installation of Voice gateways (H323, SIP and MGCP) with CUCM.

Responsible in creating and modifying the Device Profiles and Extension mobility login in Call manger servers for users. Voice mail creation for the users in Unity connection server.

Worked to Manage Customers with Futurebusinesstech, Bangalore from March 2008 to Apr 2011.

Active team member in planning, Business Development, Proposing and Implementation of a Cisco, HP, and Microsoft line products at customer places.

Responsible for managing day to day operations.

Configuration of installation of T1 (CAS & PRI) & E1 (PRI).

Configuration of MGCP fallback, SRST & CFUR.

Creating and Managing VLANs.

Basic installation and configuration of Cisco devices like Voice Gateways, Switches and IP Phones.

Troubleshooting the Cisco’s voice products endpoints, voice applications, call processing units and voice infrastructure devices.

Worked as Assistant Manager Ample Technologies from Feb 2007 to Jan 2008

Responsible to attend internal trainings.

Visiting customer places and troubleshooting their infrastructure related issues.

To generate the lead and sales of Apple, HP and Cisco products line and coordinate to implement the same at customer places.

To coordinate with principle organization’s technical team in order to get smooth implementation done at customer places.

Worked as SDM at HDFC – SLIC Ltd from May 2006 to Nov 2006.

To appoint team members to generate leads and sales on the given line products.

To train the team members and coordinate with them to visit customers and give presentations.

To conduct the roadshows to promote the products.

Worked as Sales Executive at Wockhardt Ltd from Sept 2002 to May 2006.

To Visit Doctors and generate sales for the given line products.

To coordinate with the organizations to share the feedback in order to improve the sales and reputation of the organization.

To conduct Doctors meeting with the management regarding to set the trend of the market.

Personal Details

Full Name : Prashant Kumar Shukla

Marital Status : Married

Nationality : Indian

Passport No. : M0384369

Date of Birth : 24th May 1975

Address : #B-443,4th Avenue, GaurCity-1, Sector-4, Greater Noida West, U.P.

Language Known : English and Hindi

Visa : B1 valid till 2025

Date:

Place:

Prashant Kumar Shukla

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