Manager Engineer

Surendra Kumar Email :

****************@*****.***

Orange Business Services France Telecom-Group as Cisco Conatct Center

Expert

Mobile : +91-987*******

Passport No: H2601706

Experience Summary

Cisco Contact Center Expert at Orange Business Services (FT-Group) Gurgaon, India

Nov 2012 to till date.

SME Voice-Network at iYogi Technical Services(P)Ltd, Gurgaon, India

Jun 2010 to Nov 2012.

Software Support Engineer at Towards Vision Technologies Pvt. Ltd, Gurgaon, India

Jun 2009 to Jun 2010

System Administrator at Phistream Consulting Ltd, Noida, India

April 2006 to May 2009

Career Summary

Working on the multiple contact center voice technologies Cisco IPCCE, UCCE, PCCE, UCCX,

Concerto, Aspect UIP, Asterisk based contact center solutions, Dialer and Voice recording

solutions for more than 7 years. I am supporting to our Team for designing contact center

solutions based on operations requirement, implementing solutions end to end and provide Level

3 support post implementation. Till now I have handled multiple international/domestic customers

based projects on Cisco, Concerto/Aspect and asterisk based CC Solutions.

Education Summary

EIILM University, Sikkim

1

MSC-Computer Science Year (2009 2011)

DOON International University, Chhattisgarh, Raipur

BSC -Information Technology Year (2002 2005)

Technical Certifications

CCNA

CCNA Voice.

UCCED (Unified Contact Center Enterprise Design Exam #642-241)

UCCEI (Unified Contact Center Enterprise Design Exam #642-242)

UCCES (Unified Contact Center Enterprise Support Exam #642-243)

Skills Set

Area of Expertise Version Proficient level [1

scale]

Operating system WINDOWS XP/2003/2008, LINUX 8

Database Technology Sybase, MS SQL 6

Cisco IPT CUCM 7.X to 8.X, Unity 7.x 8.X and 8

Cisco Contact Center VG and CUSP 8

ICM 7.X to 8.X, CVP 7.X to 9.X,

CUIC, Web View,

Dialer Technology Cisco SIP Dialer Outbound options, 6

Aspect Conversation 5.x and 6.x, E-pro

5.x, 6.x, UIP 6.x,7.x, Altitude

Predictive dialer 7.x, C-Zentrix asterisk

based ACD & Dialer.

Technical Trainings from Cisco’s Training Partner (Dimension data)

AUCCE (Administration of Unified Contact Center Enterprise)

DUCCE (Deployment of Unified Contact Center Enterprise)

CVPI (Customer Voice Portal Implementation)

DUICE (Deployment of unified intelligence center)

EIM/WIM (Email and Web interaction Manager)

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Details of various Job Responsibilities till now:-

1. Job Responsibilities at ORANGE Business Services (FT Group) India.

• Here in my current position, as being a member of Level-3 team I am responsible to

work on tickets escalated by level-2 members, complex changes, ICM scripting, IVR

changes, add/change/delete of agent, supervisor, skill group, team, routing/administrative

script, creation of KDBE for reoccurring issue and provides permanent resolution.

• Design and Implementation of contact center solutions UCCE and UCCX for multiple

global customers.

• Installation and configuration of Cisco Contact Center components(Call Router, Logger,

AW/HDS, Peripheral Gateways, CTI, CTIOS, CAD Server, CVP, CUIC, EIM/WIM,

CUCM, CUSP, Ingress/Vxml GW, e.tc)

• Involve in presales, build, run (L3 support) & engineering activities for Cisco contact

center portfolio.

• Produce high/low Level Design documents.

• Coordinate Customer Acceptance Testing.

• Onsite support after implementation or migration. Also, based on customer’s requirement.

• Developments (ICM scripting Call flows, IVR scripts by using microapp, Call Queuing,

call transfer, script for holiday, site open/close management, complex scripting, CUIC

report customization as per customer requirement) and Coordinate deployment of all Call

Centre adjuncts.

• Site visit, conference call with customers for Data gathering for implementation of CC

solutions.

• Proactive monitoring of Cisco contact center components (Router, Logger, PG, CVP,

CUIC, Voice Gateways, CUSP e.tc).

• Pull out logs and analysis from all UCCE components for various process for

troubleshooting major issue.

2. 1. Job Responsibilities at iYogi Gurgaon.

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• Cisco UCCE 8.0setup consists of Dual side Rogger, PG, AWDS/HDS as ICM

component. Cisco Unified Communication manager (CUCM) is the cluster of one

publisher and 4 subscribers installed on standalone environment. 4 Voice gateways 3945

router with PVDM card for DSP resources. CUIC and Web view as the Reporting tool.

• Responsible for administration, implementation and troubleshooting of Cisco Unified

Contact Center complete setup.

• Have Implementation and working knowledge in ICM Scripts, CVP Self Service

Application & VXML

• Collecting and analyzing all logs with respect to the issue and provide a proper resolution

and RCA.

• Responsible to manage the complete setup Aspect UIP 6.6 which is 250 VR profile

distributed with TA/DCP in both US, India locations and rest application servers are in

India as redundant architecture.

• Working knowledge on Aspect UIP tools ( Unified Director, M3 Designer, Server

Configurator, Gateway Configurator, Enterprise Monitor, M3 monitor, Data View

etc.)

• Aspect SIP integration with the Cisco Call manager for the agent login.

• Blended campaign by using trickle table feature to dial out from aspect and then transfer

call to Cisco ICM.

• Hands on working experience for Creation IVR by using M3 designer tool.

2. Job Responsibilities at Towards Vision Technologies Pvt. Ltd.

• Implementation of outbound/inbound Call centers setup for Czentrix Contact Center

solution.

• Creation of Campaigns (Queues) as per the customer’s requirement inbound/outbound

• Creations of dispositions and setting up dialer properties for dispositions

• Creation of extensions for Agents and Supervisors as per required features

• Configuration of deferent-deferent IP-phones, Soft phones, Audio codec, Linksys PAP2

• Configuration of SIP Account, SIP channels and distribution of channels to campaigns on

dialer

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• Customization of CRM, addition of scripts as per process needs

• Implementation of DID numbers for inbound campaigns.

• Writing of IVR dial plans as customer requirement in Asterisk

• Sip and PRI debug

• Training session to Dialer Admin, Supervisors, Q.A, Agents for administration part of

dialer like; leads uploading, rescheduling, pull out Voice files, report generation, agent

login process, 3 way conferencing, Live call monitoring etc.

• Providing remote support to clients regarding the issues related to VOIP, ZAP, Voice

problem, IVR not working properly, extensions not getting registered, resolving queries

related to Dialer and ACD.

3. Job Responsibilities at Phistream Consulting Ltd.

• Administration of Dialer and ACD: Creation of Campaigns, User IDs, and Uploading &

rescheduling leads set, Maintaining leads, voice quality, voice date (Recordings),

generation of reports like: disposition wise report, Login Hours, talk time, wrap time,

break time, etc.

• Creation of inbound campaign, managing IVR, DID, Queue music, hold music, Agent,

Supervisor and reporting for inbound, outbound, transferred, conference calls.

• Administration of network based on Windows 2003 Servers Domain Controller and

Additional Domain Controller.

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• Administration of Active Directory Services: Creation of Users, Groups, policies,

Organization Unit (O.U).

• Installing Servers, Workstations, hardware and software products including upgrades to

existing products.

• Administration of ISA server 2006: For securing the network, Creation of internet

firewall access rule policy, managing of VPN server and clients.

• Administration of Trend Micro office scan antivirus Server.

• Monitoring Network and System performance indicating that system parameters are set

and functioning properly.

• Maintaining a list of users and clients accessing our network with their access privileges.

• Support to end user regarding Dialer, Network, Internet related issues and trouble-

shooting any type of h/w, s/w problems.

• Configuration and troubleshooting of Microsoft Outlook.

• Data Backup

• Inventory Management for Hardware & Software.

Personal Details

Name : Surendra Kumar

Father’s Name : Banwari Lal

Date of Birth : 10th Nov. 1984

Marital Status : Single

Languages Known : English, Hindi

Address : A-114, Joshi Colony I.P. Extension, Patpadganj,

Delhi (India), Delhi-110092,

Contact Number : +91-987*******

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