Cisco UCCE Certified HCS Engineer

C, Manjunath

Email:*************@*****.***

Mobile:074********

DOB: 07’March’85

Distinguished IT Professional

Seeking exigent career opportunity in VoIP Networking

A qualified and experienced professional with around 10 + years of experience on Cisco, Contact center, VoIP with proven expertise in the latest trends and techniques of the field in terms of technology and management, with an inborn quantitative aptitude. Currently performing in the capacity of HCS Engineer

A talented professional looking for role on Cisco UCCE/HCS platform in Delivery/Assurance management in which I can utilize my knowledge in Cisco VoIP Hosted Contact center (HCS) Unified Call Manager, UCCE, CVP, CUBE, CUIC, Finesse, LCM, VMware and Outbound Dialer including people management, vendor & team alignment to meet client’s commitment.

CISCO Voice Professional with multi-functional experience in Virtualization (Data center), Voice Network Installation & Administration, Hardware and Software implementation, Integration and support.

Proven technical/ managerial competencies in structuring customized hardware and networking solutions to meet customer’s specific needs.

Well versed in Installation & configuration of Third party application integration (Nice WFM, Novelvox CTI & Egain) Configuration and Maintenance & Troubleshooting of Cisco Contact Centre Enterprise (UCCE), CUCM 10.x, Voice gateways & Gatekeepers, Voice Loggers.

In depth exposure to business processes across cross domains having ability to set entrepreneurial direction in networking business.

PROFESSIONAL EXPERTISE:

Vodafone (on Contract) Jan’2018 – Sep-2018 Designation: HCS Engineer

Location: Reading, UK

Deploying Hosted UCCE 11.6 ver and IP telephony on VMWARE cloud platform as par customer SoW.

Commissioning of CUBE and VXML gateways.

Migration of Cisco contact center from NAM model to comprehensive model.

Assisting design team in upgrade planning and solution work around driven by project/change process etiquettes.

To liaise with DevOps teams/PM in driving tasks to closure of product readiness via scrum ceremony

Performing maintenance/Patching activity of cisco UCCE infra.

Assisting assure team in troubleshooting operational issues.

Performed Upgradation of UCCE from 9.0 to 10.5 version, writing LLD documents

Worked closely with product owners to ensure deliverable items are properly defined and meet management quarterly desired statistics.

Tata Communication April’2015 – Dec’2017

Designation: Sr. Lead (India)

Role: Change Management & NOC Lead

Managing the Cisco UCCE operations for giant telco DOCOMO to deliver the agreed SLA with customer.

Providing technical assistance to the team during major outages on cisco UCCE platform.

Administration and controlling the changes on the entire platform.

Responsible to monitor Vendor activities on MACD request, monthly invoice approvals for L1/L2 support resources and software support services.

Validating the Configuration, version & change management on the platform.

Monitoring of patch management, BCP, DRS & periodic maintenance activity.

Conducting Daily & Weekly governance call with the customer to discuss on operation activities & initiatives.

Coordinating with vendor and client business unit in deploying new sites based on client’s expansion plan.

Process enhancement to close the gaps for operation between teams/Vendors.

Upgraded the UCCE platform from 9.x to 10.5.

Role: Sr. Systems Engineer & Program Lead

Implementation and troubleshooting of Inbound Cisco Hosted contact center setup (UCCE HCS), CVP, PG.

Coordinated with VmWare for upgrading virtual platform from 5.0 to 5.5 Version.

Upgraded UCCE from 10.0 to 10.5 version.

Design and Deploy of Outbound Hosted contact center 10.0 setup.

Coordinating with customer in onsite for agent base cut over planning.

Participating in pre-bid RFP meeting with pre-sales team.

Reviewing requirement with Pre-sales to filter challenges/to raise flag for any legal conflicts or risk factor in RFP.

Individually assembled UCS B-Series setup & provisioned the fabric interconnect (FI) for contact center setup.

Carrying out KT/handover sessions to Operations team for the Day-2 support transition.

Guiding the operations team during any outage or major issues.

Provisioning new tenant & individually integrated new setups with Cisco Contact Center Domain Manager (CCDM), Unified Communication (UCDM) portal.

Training & mentoring the operations team, end users and client business team.

Preparing CRD, LLD, SOW and customer deliverables (UAT) Sign off document

Dimension Data OCT’2014 – Mar’2015

Designation: Technical Specialist

Project: Reliance Jio (India)

Implemented inbound setup of UCCE 10.0 with ICM-ICM Gateway enabled.

Integration of E-Gain, LCM (Dialer), Novelox CTI & WFM with UCCE.

Integration & Troubleshooting of UCCE with NICE WFM & Nice Logger.

Installation, configuration & Troubleshooting of Outbound Dialer.

Integration of Cisco RTA for integration with NICE IEX.

Worked with enhanced features like Post call Survey, Courtesy Call Back.

Co-ordination with multi-vendors for the Call flow design.

Co-coordinating with client Biz on call flow design.

Worked with Pre-sales for RFP/Pre-bid discussion with client.

Demonstrating POC to new prospective clients.

Servion Global Solutions Nov’2012 – May’2014

Sr. Network Consultation Engineer

Projects:

Canara Bank

HDFC Bank

Fastway Transmission

Role: Systems, Support Engineer & Project Coordinator Location: India

Responsible for Deploying, Configuration & Troubleshooting of Cisco UCS C-Series Virtualized servers.

Performing Installation & Configuration of UCCE Enterprise (9.0.3) contact center components.

Deploying of CUCM for roll out of IP Telephony & its features.

Carried-out the Installation & Configuration of CVP Servers.

Performed the Installation & Configuration of Outbound Dialer (SIP).

Supporting clients on critical issues /maintenance window & co-coordinating Cisco TAC for major issues.

Installation & Configuration of CUCM, Voice Gateway's & Gatekeepers.

Preparation of Design documents (DDD), Readiness (SRD) & Handoff (signoff) Documents for Projects.

Installation, Integration of Social Miner with UCCX.

Integration of CUCM with Right fax server & Microsoft Lync Communicator.

Execution of proof of concept (POC) on UCCE as par the client requirements.

Troubleshooting of UCCE & CVP call flow issues.

Knowledge on Installation, Integration & Commissioning of EIM / WIM.

Providing Day-2(Go-Live) Support for Production network.

Installation, Configuration & Administration of NICE Recorder.

Wipro Technology May’2010 - Nov-2012

Sr. Engineer-Voice Support

1)Project: Thomson Reuters (Worldwide Contact Center Support) Role : Support & Implementation Engineer

Location: Bangalore, India

Tools & Technologies: IPCC 7.5 [ICM, AW/HDS, CGPG, CVP, SIP Proxy, VXML G/w], CUCM 7.1

Worked on Cisco IPCC Enterprise 7.0 Parent Child & Distributed Architecture (Support Role).

Implementation & Commissioning of central Controller (Router Logger) & Peripheral Gateways.

Provisioning & troubleshooting of dial plan, menu prompt & Rona issues with CVP.

Implementation & troubleshooting of HDS & real time feed to third party applications.

Configuring call control groups, provisioning service queue in IP IPVR.

Knowledgeable on Integration of database with IPCC.

Integration 3rd party reporting tools.

Troubleshooting of IPCC Call routing, VXML voice menu player, TOD issues.

Performing business driven call flow change request & TOD changes

Performing administrative changes on ICM configuration manager (HDS).

Knowledgeable on Modular & ICM Scripting.

Handled Day to day admin tasks, Contact center Operational issues & Business related call flow change request

2)Project: Wipro Technologies

Role : Implementation & Support Engineer Location: Bangalore, India

Tools & Technologies: Cisco Voice [CUCM 6.x/7.1/8.x, Gatekeeper, Gateway, CUBE, Unity, 3rd party application integration (Microsoft Lync, Avaya. etc.)]

Responsibilities:

Implementation of Directory Gatekeeper, Gatekeeper & Gatekeeper clustering.

Integration of Cisco CUCM, CME & Tele presence, Cisco CUCM with OCS via CUBE

Integration of CUCM with Nortel PBX

Implementation of Cisco UBE with CUCM 7.x. Commissioning of Pstn gateways with SRST.

Administration & Troubleshooting of IPCCX 5.0, Cisco Meeting place, Tele-presence CTS-3000,

Up gradation of IPCCX from 5.x to 8.0.1 ver.

Troubleshooting Voice quality, conferencing issue & one way voice issues.

Responsible for Administration & Troubleshooting of Call Manager related issues

Scheduling & Streaming of Web-cast over IP-WAN.

Performing regular DR across location & health check of CUCM

Knowledge on VoIP Designing & co-ordination for design changes.

Handled issues with calling from CISCO CUVC, MCU, and VCS.

Troubleshooting of CUCM (Backup DB sync Realm display of endpoints) issues & unity related issues.

Goldman-Sachs (On-Contract with Magna)

Sr. Technical-Consultant July’ 09 - May’10

Configuring of Route Points, IPCC agents to skill-sets

Responsible for Administration & Troubleshooting of Call Manager related issues.

Coordinating with CISCO TAC for major issues.

Configured CRS & ICM for new translation routing.

Knowledge of ICM scripting, SRST implementation.

Performing the regular health check of all gateways & Call manager cluster.

Troubleshooting of traps / alarms from SNMP.

Configuring of Ip phones for recording in Verint Recorder.

Handling of day to day operational issues.

Configuring ICM for activating re-route for Overflow of calls in call center.

Implementation of Directory Gatekeeper, IP-IP Gateway.

Implementation of ICT Trunking for new Route Pattern, Translation pattern

ORANGE (EQUANT TECHNOLOGY SERVICES) Apr’07-July’09

Technical-Consultant

Assisting the team for installing, configuring, testing & troubleshooting NORTEL PBX- model Option 11C Mini, 11C, 61C and 81CRoutes and trunks Installation and Configuration the software’s & hard wares while providing technical support

and monitoring the process.

Provide technical leadership while estimating and evaluating the effort/ schedules and managed the team and its

grievances while training them and the fresher’s on the project architectures.

Responsible for Configuration and Maintenance & Back up of Symposium Call Centre Sever and Installation of Call pilot

4 along with configuration & Backing of Meridian Mail and Call Pilot

Performing as Voice Engineer in Hewlett Packard for troubleshooting day-to-day issues and system monitoring.

Was part of the team during installation of the Symposium 6.0, Signaling server, Call pilot, Meridian 81c, Media Gateway

Administering Configuring /moving /deleting, troubleshooting symposium related issues, Scheduling / Modifying

Conference in MICB

Accountable for Configuring regular & recurrent bridges and Troubleshooting Call pilot related queries.

Handled CS1K IP Telephony administration.

Project:

Client : Hewlett Packard (HP INDIA)

PBX Switches: Meridian 11c mini, Meridian 11c, Meridian 61c, Meridian 81c

KNOWLEDGE ON VOIP: CCM 6.0, Gatekeepers, Gateways & other VOIP solutions from

Cisco, NORTEL, CRS, ICM, Symposium CCMS

SCHOLASTIC PERFORMANCE & CERTIFICATIONS

Diploma in Electronics & and Communications

Pursing BCA, Karnataka Open University (4th Semester)

Cisco UCCE-D Certified [CSCO13038578]

Completed Training on VMWare VSphere 6.0

Awarded with momentum in Cisco partner Summit for the Design challenge

Personal Details

Father Name : Gangadhar Channi

Marital Status : Married

Passport : R7673553

Visa : PBS Dependent

Thank you

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