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Cisco UCCE / Collaboration specialist with 12 years of experience

Bangalore, Karnataka, India
28 Lacs
August 12, 2018

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Mob: +91-880*******

Career summary

B.Tech, CCIE certified and has over 11 years of experience in Cisco Contact Center/Collaboration products. Experience includes Planning, Design, Implementation, Testing, Support of Cisco ICM/UCCE Hosted/Enterprise editions and Cisco Unified CVP solutions along with strong presentation and customer interaction skills.

Cisco UCCE /Collaboration Skills

Unified Contact Center Application: UCCE 7.x, UCCE 8.x, UCCE 9.x, UCCE 11x, CCMP

Cisco Unified Voice Portal: CVP 3.x, CVP 4.x, CVP 7.x, CVP8.x, CVP 9.x, CVP 11x

Cisco Unified Communication Application: CUCM 4.x, CUCM 7.x, CUCM 9.x, CUCM 10.x, Cisco Unity 9x, Cisco Unified Presence 9x.,Cisco Prime.

Voice gateway/Routers: AS5300XM, AS5400XM, 28XX/29XX/38XX/39XX series

Load balancer: CSS, ACE, CUPS, CUSP

Technical Documentation: LLD, HLD, SOW, NRFU, SOP.

Professional Certification

1.Cisco Certified Internetwork Expert (CCIE Collaboration). CCIE number: 59718

2.Cisco Certified Voice Professional (CCVP). Cisco ID: CSCO11333276

3.Cisco Certified Network Associate (CCNA). Cisco ID: CSCO11333276

4.Cisco Unified Contact Center Design Specialist (UCCED). Cisco ID: CSCO11333276

5.AWS Certified Solutions Architect – Associate Certified.

Work history

Company Name: Wipro Limited, India

Designation: Manager (Team Size 26)

Duration: September’2016 to till date.

Project details: Working as a Technical Manager to Support “Aircel Unified Contact Center Enterprise project”

Job Responsibilities:

1.Leading a team of 26 resources to provide end to end support for Cisco Contact Center project of Aircel Limited.

2.Provide Capacity and scalability advice, Upgrade and migration planning to customer.

3.Working with Presales team for UCCE solution design, Consulting, Efforts estimation & Planning.

4.Act as a technical training resource, mentoring new Engineers, delivering training to the team

Company Name: Servion Global Solutions Limited, India

Designation: Team Lead (Team Size 30)

Duration: May’2015 to August’2016.

Project details: Working as a Technical Manager to Support Idea Cellular’s UCC hosted Contact Center project

Job Responsibilities:

1.Leading a team of 30 resources to provide end to end support for Cisco hosted Contact Center project of Idea Cellular.

2. Troubleshooting critical Voice Network Issues like call drop, one way/blank audio, auto agent log out/ phone un-registered, PG/CTIOS issue as well as reporting issue.

3.Providing support for Cisco IPT solution of IDEA Cellular.

4.Maintain high MTTR, response & resolution SLA and provide report to Customer.

Company Name: Tata Consultancy Services Limited, India

Designation: Assistant Consultant

Duration: Jan’2015 to April’2015

Project details: Working as an offshore Operation Lead (Cisco IP telephony and UCCE)

Job Responsibilities:

1.Leading Cisco IP Telephony and UCCE operations for “Walgreens, USA”. (Team size 20)

2.Troubleshooting Complex issues having business impact and provide RCA.

3.If required, raising TAC case and driving them towards proper direction to minimize the production outage.

Company Name: AGC Networks LTD, India

Designation: Assistant Manager (Team size 25)

Duration: Oct’2010 to Dec’2014.

Project details: Working for IDEA Cellular’s UCC hosted Contact Center project as a Cisco Red Badge L3 Resource.

Job Responsibilities:

1.Support all aspects of an UCC Hosted Contact Centre(NAM/CICM) environment including new call center roll out, call flow changes (ICM script editor), new Ingress / VXML gateway configuration, addition of new CVP call server/ VXML sever as well as troubleshooting of day to day issues.

2.Reproducing complex issues in Lab for Root Cause Analysis and resolution.

3.Working closely with Cisco Product development team for defect fixes and customer requested enhancements

Company Name: Servion Global Solutions Limited, India

Designation: Network Consultation Engineer

Duration: Dec’2008 to Sep’2010

Project Details: IDEA CELLULER’s Standalone CVP project as an L-2 Support Engineer, from Dec’2008 to Jul’21010.

Job Responsibilities:

1.Responsible for operational maintenance of Standalone Cisco Unified CVP Self Service Solution integrated with PGW2200.

2.Troubleshooting and configuring Ingress/Egress/VXML VGW as well as addition of new E1 with ISDN, R2 digital & SS7 Signaling and Dial Peer configuration.

3.Perform day-to-day operation, troubleshooting, new site roll out and E1 provisioning at Cisco Soft switch PGW2200

4.Analyze platform log and alarms log of PGW for pro-active monitoring of SS7 signaling.

5.Configuring Cisco Content Service Switch (CSS) to add CVP and Media server services for load balancing.

6.Analyze log reports from CVP servers in scope for any issues and generate diagnostic reports.

Company Name: LEADS Corporation Limited, Bangladesh

Designation: Customer Engineer (IPCC).

Duration: Feb’2007 to Nov’2008

Project Details: IPCC Enterprise project for Airtel Bangladesh.

Job Responsibilities:

1.Responsible for network installation & operational maintenance of CISCO IPCC solution at Airtel, Bangladesh.

2.Ensure Backup and Recovery of IPCC server’s database and Application.

3.Responsible to monitor the IPCC applications/services, server health status through NMS and reporting for performance, availability to keep the KPI high.

4.Review network equipment logs and identify chronic network equipment problems.

5.Regular performance report on network and services.

6.Responsible for 1st level configuration and setup of LAN/WAN.

Educational Qualification

B.Tech in Computer Science & Engineering (CSE) from West Bengal University of Technology (WBUT), India in the year 2006 with Degree Grade point Average(DGPA) 7.76(10 grade scale).

Personal Profile


Date of Birth: 01-12-1984

Father’s name: SUNIL KANTI DAS

Mother’s name: RATNA DAS

Passport No: J 7606864

PAN Card No: AILPD2756P

Permanent Address: RamKrishna Palli, Abdalpur, Beside Community Hall,

Madhyamgram, North 24 PGS, Kolkata- 700 155

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