Channakesava Mettu Phone: +1-937-***-****

#**** * ******** **

Salt Lake City - 84123

Utah

SUMMARY:

Analytical, results-oriented Information Technology Professional with extensive experience in Cisco IP Telephony, Cisco Call Manager, Cisco UCCE, Cisco CUBE, VXML Gateway, Cisco CVP, IPIVR, Cisco IOS Gateway, Amazon Connect. Having 11+ Years industry experience. Background includes, design, architect, planning, implementation and support voice infrastructure and contact center environments. Highly organized with efficient time, task and resource management. Quick to learn, adjust and adopt new environment, techniques. Capability to work under stress in co-friendly environment.

Areas of Expertise –

Design, Planning Implementation, Testing & Troubleshooting Project Management System Administration

Vendor Relations Strategic Planning Resource Allocation Effective Communication

Team Leadership Business Continuity Data Backup & Recovery

CERTIFICATIONS:

ITIL V3 Foundation

Current Employer:

Employed as Vice President- Technology at Goldman Sachs, USA

– Feb 2015 to till date

EXPERIENCE:

•11+ years of Industry experience in Design, Planning, deployment, Maintenance & Support Voice Infrastructure and Cisco Contact Center.

Skill set:

Cisco Unified Call Manager 7.X,8.X,10.X,11.X

Cisco UCCE 7.X,8.X,9.X,10.5X,11.X

Cisco CUBE

Cisco CVP, IPIVR

Cisco VXML Gateway

Cisco IOS Gateway 2900,3400,4400 series routers

Cisco VG224, VG248, VG310

Cisco PCD tool

Cisco Unity Connection

Cisco SRST (Survivable Remote Site Telephony)

Clarus for reporting

Call Signaling Protocols H.323, MGCP, SIP and SCCP

FX, FXO, ISDN T1/E1 PRI

Cisco Contact Center

Cisco IP Telephony

Cisco CUIC reporting

Cisco Finesse, CTIOS, CTI toolkit

Amazon Connect contact center

Amazon Cloudfront, Clould watch, S3, Kinesis

Qfiniti recording platform

Nice Recording platform, Cybertech

Avaya IP Telephony

Avaya contact center

Avaya MMS Servers – S8300,S8700

Avaya AES, CTI

Avaya Modular messaging

Avaya Site administration

Avaya CMS reporting

Witness Recording, Verint recording platforms.

Avaya Audix

Administration and maintenance of Avaya MMS

Administration and maintenance of Avaya Audix

LAN, WAN technologies

Administration of network switch and Routers

Setting up VLANs, VTP domains and STP(PVSTP, Rapid PVSTP)

IP Sub netting, DHCP, DNS, TFTP e.t.c

Trading platform – IPC and BT

Hands on Experience on BT turrets (MRD, ARD, Hoots )

IPC trading platform Sysview administration

Roles and Responsibilities:

Responsible for providing architectural direction and over site of the voice applications environment and development and management of voice application strategies

Streamlining and Process Improvement – implemented numerous systems that improved the collection and distribution of information.

Design, planning and implementing Cisco Unified Communication Manager (9.X,10.x,11.X) versions deployments

Design, planning and implementing Cisco UCCE (8.5,9.1,10.5, 11.6 versions) Deployments.

Design, planning and implementing Cisco CUBE, Cisco VXML, Cisco CVP, Cisco IPIVR.

Design, planning and Implementing Cisco Unity voicemail servers.

Perform new installation and upgrade across voice infrastructure and Contact Center Environment.

Setting up Cisco VG224, VG248, VG310 devices for Analog phone lines.

Creating Best Practice documents of voice infrastructure and making it available to resolution team for day to day support.

Setting up the back up for Voice systems as per tech risk policies.

Handling Tier3, Tier4 escalations that will get escalated from resolution team.

Working with TAC and Advance services team to resolved the issues/bugs.

Providing trainings to resolution team, MACD teams for day to day support.

Participating weekly Change management review meetings.

Working Automation initiatives.

Mentoring team members, juniors e.t.c

Acting as lead by overseeing team members projects.

Participating in weekly vendor meetings.

Design, planning and deploying Call recording systems such as Nice, Cybertech, Qfiniti recording systems

Install and configure a Cisco Unified CCE systems like Routers, Peripheral gateways both ACD and Voice Response systems

Troubleshooting on Cisco Unified Intelligence Center

Create call routing script and administrative scripts using ICM Script Editor

Capable enough to take ownership and co-ordinate with the client for any changes, issues.

As a part of Project team managed to work on Migration of Avaya to Cisco Unified Communication

Incident Management: Resolve all End user or High Severity Platform VoIP issues.

Proactively managed the VoIP issues which may result to severity

Configuration and Troubleshooting of voice interfaces FXS, FXO, ISDN E1 PRI, ISDN T1 PRI, T1/E1 CAS.

Analyzing CCM, CDR, Audit logs.

Vendor Co-ordination: fixing any hardware faults by logging case with CISCO TAC & other

Vendor Co-ordination: fixing any hardware faults by logging case with CISCO TAC & other

Worked on Avaya (ASA), Avaya Voicemail System

Troubleshooting SIP Call flow issues, PRI T1/E1.

Troubleshooting CTI routing issues.

Skilled in Avaya PBX systems monitoring and providing support at level Tier 2 and Tier 3.

Efficient in maintaining Avaya PBX products such as media servers, gateways and its related circuit packs such as CLAN, MEDPRO, VAL and DS1. Maintaining almost all global customer contact center call flow using vectoring, VDN, announcements.

Hands on experience with the programming of Avaya ACD concepts, using advanced Vectoring, VDNs, etc...

Worked on ATT Route IT for call delivery management.

Worked on ATT Business Direct for Monitoring the T1/E1 activity.

Worked on Avaya CMS R15

Capable enough to take ownership and co-ordinate with the client for any changes, issues.

As a part of Project team managed to work on Migration of Avaya to Cisco Unified Communication

Familiar and good understanding with reports on CMS.

Handling Incident Tickets and also Change Management.

Hands on experience with Avaya CMS system, Nice Call recording

Handled issues related to unity call handlers, MWI and accessing VM.

Familiar with the backup and monitoring activities of Avaya, CMS, Verint logger.

Handle all issues related to call manager, Unity, Cisco manager Express, Cisco Unity Express and Voice Gateway.

Administration of Route patterns, hunt group, partitions, calling search spaces.

Perform health checkup of PRIs, conference bridges, transcoders, data replication status etc.

Creating, managing and monitoring ISDN/PRI links, trunks, VDN's, Vectors. Hunt groups, coverage paths, route patterns, dial plans, ARS table, FAC in Avaya PBX (Avaya S8720 & S8730 Media Server and Communication Manager Version 6.2.3).

Manage Agent Administration, Call Center Administration, Custom reports, User permissions and Maintenance in Avaya CMS.

Providing Tier3 and Tier 4 support on

Cisco Unified Communication Manager (9.X,10.x,11.X)

Cisco Unity voicemail.

Avaya PBX

Avaya CMS(Call Management System)

Nice Call Recording System

Cisco ICM(UCCE -7.X,8.5X,9.X,10.5,11.X)

BT Trading platform- BT Turrets

IPC Trading platform – IPC turrets (IPC alliance and Unigy)

Trading – M.R.D, A.R.D and Hoots e.t.c

Key Contributions & Accomplishments:

Customer Support & Satisfaction – Achieved high level of customer satisfaction through patient, methodical approach to problem resolution.

Received performance points for appreciations from mangers and users.

Contributed towards the external audits and internal security audits.

Previous Employer.

IT Analyst – Tata Consultancy Services- Jun 2012- Jan 2015- Salt Lake City - Utah

Engineer analyst Regional, J P MORGAN CHASE, BANGALORE, INDIA — Sep 2010 TO June 2012

Network Engineer Wipro InfoTech from Feb 2010 to Aug 2010

Voice Analyst, Accenture (Through Resource Square Solutions). Feb 14th 2008 to Feb 2010

EDUCATION:

B.Tech (Electronics & Telecommunication): R.V.V University

Diploma in Electrical & Electronics Engineering

I hereby declare that the above written particulars are true to the best of my knowledge & belief.

Place: Salt Lake City Channakesava M

Date:

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