Project Manager UCCE
Resume:
Ravi Sharma
Mobile: +919********* Email: ****.************@*****.***
OBJECTIVE
Seeking a challenging position as a VoIP Solution Architect in Telecom Sector to achieve carrier
goals and contribute towards organizational success.
SYNOPSIS
Motivated, result oriented highly skilled VoIP Engineer with an experience in Telecom companies.
Excellent knowledge of configuring and troubleshooting Cisco Unified Contact Center, CUSP,
CVP, IPIVR, UCCX, CUCM, Gateways, dial plans and advanced dial plans. Expertise in VoIP
Signaling Protocols, IP Telephony, IPCC Basics, Unity, CME and Unity Express; Conversant in
assessing client needs to design and install networks in accordance. A solid understanding of
networking fundamentals and security; significant exposure in trouble shooting problems and
increasing the uptime of system:
● Excellent Project Management skills with proven ability to lead and motivate teams to maximize
productivity
● Understanding of projects, hardware, software requirements & executing orders accordingly
● Providing daily onsite administrative support
● Leading a team, training and updating them
● Technology savvy self-starter, adept at moving into new environments and extrapolate from existing
experience to quickly adapt to new technologies fluently
● Possessing first rate communication and collaboration skills to lead and work in concert with diverse
groups effectively
● Strong problem solving and analytical skills
● Excellent decision making skills with a positive approach
VoIP NETWORK SKILLS
Deploying, Installation, Upgrading:
UCCE: IPCC Enterprises (ICM Scripting, CTIOS, Logger, PG), EIM, CVP (7.x,8.x,9.x) and IPCC
●
virtual platform ( V Center, EXSI server), EIM, CCMP, CUIC, CUSP, NICE and Calabario Recoding
Solution, Netcool Monitoring Solution
● UCCX: Configuration and Integration with call manager, basic and Advance scripting and call
routing( skill based & group base)
● Cisco Unified Communication Manager 4.x, 6.x,7.0: Deployment Model, Publisher & Subscribe
Relationship, Administration and Managing User Account, Endpoint, Cisco IP Phones 7940, 7960,
7961, Cisco IP Communicators.
● Cisco Unity Server: Configuration and Integration with call manager, configure mailboxes for
subscriber, call handler, failover.
● Cisco Unity Connection: Configuration and Integration with call manager, configure mailboxes for
subscriber, call handlers, Creating Mail box from Active Directory, Sending notification Voice
mail, Visual Voice Mail using Phone view, Creating Templates and CoS.
● Call Manager Express & Unity Express: Configure CME and phones features like call park, call
pickup, intercom, paging etc. Integrate CUE with CME, configure mailboxes.
PROFESSIONAL EXPERIENCE
Experience Summary
● Working as Cisco Contact Center Expert in ORANGE FT Group, Gurgaon
● Worked as SME Voice in I yogi Technical Services Pvt. LTD, Gurgaon
● Worked as Sr. Specialist Voice in HCL Comnet, Noida.
● Worked as Network Specialist (VoIP) in Networkers Home, New Delhi.
● Worked as Network Support Eng. in Wipro, Jaipur.
● Worked as Team leader in Sequel Infocom, Jaipur.
● Over 3 years’ Experience as IPCC Solution Designer.
● Over 6.2 years’ Experience in Cisco Voice.
● Over 8.2 years’ experience in IT industry.
Project Profile
Company: Orange FT Group.
Cisco Contact Center Expert, July 2012 – Till Date
Environment: CUCM (8.x,9.x), Unity, UCCE (7.x,8.x,9.xICM, CVP), Gateway, CUSP, Unity
Connection and UCCX, EXSI ver 5, Virtual Environment ( Vcenter).Cisco Interaction Manager, Cisco
Customer Management portal, nuance, TTS server, Netcool Monitoring solution, Calabrio Work force
management, Nice Recording Solution
● Working on Cisco Unified Contact Centre Enterprise, Design, HLD and LLD creation, Design
Verification from Cisco.
● Handle the client for Data gatherings and requirements.
● Complete the Implementation of an project.
● Provide support until it’s handed over to operation
● Testing on new Feature’s or Software versions from Cisco.
● Trouble shooting Cisco Unified Contact Center for Customers for highly escalated issues.
● Responsible for preparing POA and implementing for any kind of up gradation happens in in Cisco Voice
infrastructure.
● Providing periodical training to level 2,3 engineers.
● Co-ordination for pro-active and reactive issues with TAC.
● Currently assigned as UCCE Project Manager for Voice Team.
Project 1 #
Currently working for APMM Logistics towards there Multi region setup across 45
countries, more than 3000 users every Region, Collection of requirement from Customer
for IVR deployment,Creation of Blue print in order to standardize call flow at every
location, managing day to day customer and internal meeting for discussion over current
situation, creation of Customized reports in CUIC, design validation for global cluster and
every site.
Project 2 #
Design of IPCC setup for The World bank Organization global setup across 75 countries,
more than 50 users site in every country, Collection of requirement from Customer for new
features, Design of Emergency call flows, User Acceptance test plan owner, Handover to
operation process creation
Project 3 #
Design of IPCC up gradation plan for Hapag Lyod Logistics centralized cluster with
multisite management in 3 country, Collection of requirement from Customer for new
features if any required, Design of Customized reporting, Design new recording solution
with Calebario WFM server, User Acceptance test plan owner, Handover to operation
process creation
Company: Iyogi Technical Services Pvt Ltd.
SME Voice, July 2011 – July 2012
Project 4 #
Planning of Up gradation of Standalone IPCC setup with BBM connectivity, Remote agent
Configuration, CVP Comprehensive call flow, Preparation of High level design and Low
level design, Vendor meeting with HLD technical validation and Support structure
discussion, Team management for operational issues as team leader
Environment: CUCM (8.x), Unity, UCCE (ICM, CVP),Aspect Outbound dialer, Gateway, CUSP, Unity
Connection and UCCX.
● Working on Cisco Unified Contact Centre Enterprise, troubleshooting Cisco Unified Products
● Trouble shooting Cisco Unified Communication, Cisco Unified Contact Centre Enterprises & UCCX and provide
support to day 2 day Escalation.
● Incident management, Problem management & Change Management for Contact centre as well as IPT solution
(CUCM, IPCCE.)
● Trouble shooting on Cisco MGCP/H.323 Gateways, Cisco Gatekeeper, Trunks, Dial-Plan, Cisco Unity & voice-
● Have implementation and working knowledge in ICM scripts, UCCX scripts.
● Collecting and analysing all logs with respect to the issue and provide a proper resolution and RCA to the
concerned stake holders.
● Responsible for preparing POA and implementing for any kind of up gradation happens in in Cisco Voice
infrastructure.
● Hands on experience in log analysis (UCCE, CVP, CUCM).
● Providing periodical training to level 1 engineers.
● Co-ordination for pro-active and reactive issues with TAC.
● Currently assigned as Technical lead for Voice Team.
Company: HCL Comnet Pvt. Ltd.
Sr. Specialist Voice, Oct 2009 to July 2011
Project 5 #
Establishment of Cisco CVP network of HCL Chennai Campus. Implemented the Project
Right From the Scratch. Included datacenter carbon plan, planning of Disaster Management,
Installation of IPCC Enterprise (ICM, logger, router, AW, PG etc.), CVP, CUCM,
Configuration of PG’s and VXML gateway’s, Training of Onsite Team
Environment: Cisco Call Manager (4.x, 5.x, 6.x, 7.x), CME (3.x, 4.x), CUE (3.x, 7.1), IPCC Express
(4.0, 5.0, 7.0), ICM (7), Gateway (MGCP, H323).
● Implementation of VoIP Project, Handling project & working with Uptime Calls to support day 2 day operations
● Incident Management and Change Management for Cisco Unified Communications Manager 4.X, 5.X, 6.X and
7.X, Call manager Express.
● Incident Management and Change Management for Cisco Contact Centre Express Manager 4.0, 5.0 and 7.0.
● Incident Management and Change Management for IPCC Enterprise (Cisco ICM scripts, Configuration of
AWS/HDS, CTIOS, managing PG Servers, IP IVRs).
● Incident Management and Change Management for Voicemail related issues, configurations on Cisco Unity
Servers.
● Incident Management and Change Management for issues related to Cisco Voice Gateways and configurations on
new requests.
Company: Networkers Home Pvt Ltd, New Delhi
Network Specialist (VoIP), April 2008 to Oct 2009
Project 6 #
Establishment of VOIP network for Sipco Pvt. Ltd, Kuwait. Implemented the project right
from scratch as a team member, the job also involved ensuring the 99% uptime. Included
Installation of CUCM, Unity, Configuration of VM, Dial Peer, End users.
Environment: Cisco Call Manager (4.x, 6.x), CME (4.x),Unity and Gateway (MGCP, H323).
● Troubleshoot and manage VoIP systems.
● Identify, realize and resolve customer reported Incidents/Issues for VoIP infrastructure.
● Move, add and changes related to VoIP infrastructure.
● Communicate with Clients for all International Network related issues.
● Document the Network infrastructure (Configuration, Topology and Special Solutions) and escalation procedures
in accordance with the company policy.
● Maintain and manage the ticketing system to reflect the status of the Network/Customer.
●
Company: Wipro, Jaipur
Network Support Eng., Dec 2006 to Nov 2007
● Configuration of LAN network.
● Online Technical support to overseas customers
● Network Management of TCP/IP networks.
● Installing and Maintaining LAN and desktop support on Windows NT environment.
Company: Sequel Infocom, Jaipur
Team leader, April 2006 to Dec 2006
● Administration, troubleshooting, maintaining of system.
● Maintenance of Desktop, Network devices, Peripherals
● Trouble shooting Office Communicator related issues
● Trouble shooting and configuration of internet connectivity for employees.
IT Skills
CCNA (Cisco Certified Network Associate) Cisco ID: CSCO11551323
1.
CVOICE, CIPT I, CIPT II v8.0 Implementing Cisco Voice Communications and QoS v8.0
2.
642 241 UCCED
3.
642 242 UCCEI
4.
642 243 UCCES
5.
Cisco Authorized Technology Partner UCCE Project Manager
6.
Cisco Authorized Technology Partner CVP Project Manager
7.
Cisco Authorized Technology Partner UCCE Deployment Engineer
8.
Cisco Authorized Technology Partner CVP Deployment Engineer
9.
10. Operating System: Win 98/2000/2003 server, Windows XP, Windows Vista and Linux.
11. Proficient knowledge in Microsoft Visio, Power point.
Educational Qualification
Examination Year Of Passing
University / Board
B A( Economics) Rajasthan University, Jaipur. 2009
XII 2005
Rajasthan Board of Secondary Education, Ajmer
X 2003
Rajasthan Board of Secondary Education, Ajmer
Personal Details
Father’s Name : G.N Sharma
●
Mother’s Name : Sarita Sharma
●
Date of Birth : 3rd April 1988.
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Marital Status : Single.
●
Languages Known : English, Hindi
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Permanent Address : 1 A 24,Shiv Shakti Colony,
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Shastri Nagar, Jaipur Raj 302016
Note : US B1 visa with 10 years validity
I affirm that the information in this document is accurate and true to the best of my
knowledge.
(Ravi Sharma)
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