Manager Engineer

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Yogesh J. Mhatre

Plano TX, USA

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

Home: 469-***-****/304-***-****

Summary

I am experienced IT professional with 18 years of expertise in Voice,

WAN's, LAN's, Windows-based environments, CISCO equipment, networking,

network management and TCP/IP. A goal orientated individual who welcomes

challenges and exceeds expectations, a team player who makes significant

contributions to team and individual success. CCNA certified, CCNP Voice

(formerly CCVP) certified, CCNP Certified and currently pursuing for CCIE

Voice examination. Also was rewarded as a Valuable Contribution & for Team

award.

Core Skills

. Expertise in IP Telephony - Cisco Call Manager 4.x, 5.x, 6.x,

7.x,8.x,9.x, UCCX 7.x 8.x 9.x, Unity Connection 2.x, 7.x,9.x, CER 2.x,

7.x and 9.x, Unity Express & Call Manager Express.

. Integrating UCCX and Call Manager servers.

. Working with Service centers to design call flows and create scripts.

. Working with UCCX Script editor to create scripts and deploy service

centers.

. Working with CSQ, Resources, Skill assignment, after hours call routing.

. Implemented Desktop VOIP Monitoring for monitoring agents calls using

Supervisor Desktop.

. Implementation, Configuration and Administrations of Agents and

Supervisors Desktops.

. Troubleshooting Agent login issues, UCCX server issues, Trigger issues,

etc.

. Plan, Design, Implement, Troubleshoot and Optimize global dial plan

routing.

. Knowledge of CVP, VXML, Presence, Meeting place.

. Deployment and Troubleshooting of Voice Gateways (H323, MGCP, SIP,

SCCP), Gatekeeper & SRST.

. Design, Deploy and troubleshooting of SIP Trunks via CUBE and Call

Manager.

. Designing, Implementing and troubleshooting transitions from ISDN PRI to

SIP Trunks.

. Enterprise routing and switching platforms including LAN/WAN design and

deployment.

. Implementation of multiple IP routing protocols: EIGRP, BGP, OSPF, HSRP,

VRRP, GLBP

. Large scale implementations of VLAN, VTP, Spanning Tree protocol

switching technologies.

. Skillful Knowledge of LAN and telecom cabling, standards and

applications including Telco, fiber optic and copper, digital data

circuits, Frame relay, CSU/DSU.

. Installation, advanced configuration and troubleshooting of Cisco

devices.

. Extensive Professional Service consulting, excellent presentation and

visual diagramming skills.

. Hardware Platforms - Cisco Routers 2800, 2900, 3900, 3800, 7200, Cisco

Switches 3500, 3700, 4500, 6500 series, VG224, WAAS, Cisco MCS Servers

7800, Cisco IP Phones 7900 *& 9971 Series.

Employment History

* Senior Voice (Level 3) Engineer - MYLAN Pharmaceuticals (Plano, TX

USA)

(November 2009 - Till Date)

Providing Level 3 support for the voice team and implementing new call

manager cluster, migrating users to new Unity Connection and optimization

of voice clusters. Deploying SIP Trunks globally for cost saving and

failovers. Integrating IP Telephony of acquisition sites in the standard

Telephony. Creating budget for rolling out IP Telephony for sites.

Accomplishments

. Provide level 3 support for unresolved or complex issues which are

forwarded from level 1 & 2 team.

. Develop processes, task and plan for upgrading all Global Call Manager

clusters, Unity Connection clusters, UCCX cluster, SRST and E911 CER

cluster to version 9. Documenting all needed applications like ARC

Console, Akadian Console, OPS Manager, Variphy required to be upgrade to

support version 9.

. Working with UCCX script editor tool to deploy/modified scripts to

support service center globally. Gathering call flows to create scripts

for call delivery to the agents.

. Transitioning traditional hunt pilot call centers to UCCX script based

for business reporting, skill based and resource based call flows.

. Designed and implemented agents monitoring using onboard VOIP monitoring

feature of UCCX.

. Configuring and Administration of Agent and supervisor desktops.

. Configured CSQ, assigning skills and teams, resources.

. Configured Call control groups and Triggers for new service center

applications.

. Sound and working knowledge for Microsoft Lync Enterprise Voice. Worked

with Dial plan, Voice Policy, Trunk Configurations, digit manipulation.

. Integration of Call Manager and Lync, Single Number reach, etc.

. Designed and Implemented failover for PSTN SIP Trunks. Replaced existing

ISDN PRI's for significant cost saving. Configured SIP CUBE with HRSP,

FAX over IP using SIP trunk.

. Expertise working challenges of Telecom regulations in India. Implemented

Geo-location solution for multiple sites in India to achieve the goal.

Low cost end points including VG224 analog ports configuration.

. Implemented Call Admission Control for Voice calls over WAN bandwidth to

better support the quality and bandwidth for US and Europe Call Manager

Cluster.

. Configured alerts in Real Time Monitoring Tool for CAC.

. Implemented CER 911 Emergency Service for provide exact location for 911

call made from any US sites.

. Planned, Designed and installed Unity Connection cluster

. Planning and Migrating current Unity Users to Unity Connection including

Call Handlers, Distribution list, Directory Handler.

. Troubleshooting any open issues on day 1 support of migration.

. Planned, designed and implemented APAC IP Telephony Cluster including

network.

. Implemented features like Single Number Reach, IP Phone VPN, Call Manager

queuing, Geo-location policies, AAR, Local Route group

. Supporting all types of collaboration end points 7900, 8800, 7800, 3900

series, ATA, IP Communicator.

. Used troubleshooting tools like Wire shark, RTMT, Call Manager traces and

router debugs.

* Senior Voice Engineer - Universal American Corporation (Pensacola, FL,

USA)

(April 2009 - November 2009)

Playing a team member role for implementation and roll over of current

Avaya Contact Center and Back Office to Cisco CVP, ICM, IPCC, Call Manager,

Unity Connection Application, Calabrio Call Recording, Web View Reporting.

Accomplishments

. Administration, Troubleshooting and Responsible for Call Manager and

Unity Connection Applications, Voice Gateways, CER 911, Remote Sites with

Standalone CME & CUE.

. Implemented and Configured Mobility Connect.

. Training conducted on Call Manager, Unity Connection, CME & Unity

Express, Voice Gateways.

. Designed, installed and implemented standalone remote sites with

switches, voice gateways, CME and CUE.

. Coordination with AT&T and local service providers for turn ups of Voice

Circuits.

. Playing active role in Cutover of Contact Center sites by creating Agent

IDS, Device Targets, Labels, Skill Groups, Call Types and Dialed Numbers.

. Providing necessary access to supervisor

. Troubleshooting Voice Gateways for Incoming TFNs problems.

. Worked on ICM scripts using Script Manager.

. Designed, Configured and implemented redundant 4510 switch using HSRP.

. Upgraded all non POE switches with POE switches to support IP Telephony.

. Configured QoS on access switches.

. On call support for network and voice related issues.

* Technical Lead Engineer - NEC Unified Solutions, Inc (Irving, TX, USA)

(October 2007 - March 2009)

Planned, designed, staged, implement and troubleshoot all technical

projects for company clients. Developed and maintained partnerships with

multiple vendors, service providers and worked on current technology to

seamlessly integrate Cisco products. I was responsible for entire project

including inventory, shipping and task management.

Accomplishments

. Implemented Cisco IP Telephony (Globally) for clients with more than 2000

phones.

. Design, deployed and troubleshoot Cisco Call Manager, Cisco Call Manager

Business Edition and Unity Connection, Call Manager Express and Cisco

Unity (VM/UM)/Unity Express solutions, Voice Gateways (H323, MGCP & SIP),

Gatekeepers & SRST functionality.

. Implementation of Contact Center Express (CRS & IVR) Application & basic

scripting call flow. IPT Call Center used by the customer included the

hardware\software staging, implementation, backend third party

integration and testing.

. Installed and Configured IPCC Express as per customer required, call flow

and redundancy.

. Was a part of design, implementation & staging team for IPCC enterprise

(ICM, IVR, CRS, HDS)

. Planned, design & implemented dial-plan during converging voice for HQ

and branch sites.

. Conducted QoS technology overview and product review for phone / video

call reservation product

. Implemented VLAN, VTP, HSRP and QoS for customer LAN for Voice.

. Asset Management of inventory received for the customer.

. Developed procedures for site surveys, infrastructure assessments, low-

level design, staging test plan and as-built document.

. Developing task list, site test plan, Visio diagrams for onsite engineer

for implementation and cutover.

. Developed dial-plan for customer and deployed it.

. Deployed LAN upgrades for customers core and access devices such as 6500,

3700, 3500 series switches.

. Configured and implemented SIP for CME & CUE integration, SIP CUBE for

Telco PSTN.

. Verifying compatibility matrix for IOS, Call Manager, phone firmware and

SRST.

. Created lab environment for testing integration using VMWARE workstation

and ESX.

. Followed customer ITIL change management processes.

* Sr. Systems Engineer/Datacenter Head - Patni Computer Systems, Inc

(Cambridge, MA, USA)

(October 2002 - October 2007)

Developed and managed all technical projects within the company. Developed

and maintained partnerships with multiple vendors, service providers and

developed technology to seamlessly integrate their products. I was

responsible for all professional services, technical presentations and

documentation.

Accomplishments

. Built and maintained highly redundant datacenter environments supporting

hundreds of clients.

. Followed ITIL processes for Configuration and Change Management practices

and managed implementation through support staff.

. Maintained good relations with service providers, vendors and clients for

better support.

. Planned, Design, Implemented and Troubleshoot Cisco IP Telephony.

. Developed procedures for site surveys and infrastructure assessments.

. Managed all equipment specifications, procurement, inventories and

deployments. Developed templates for type of equipment to be used at

various sites based on level of service, cost and assessment of future

needs.

. Lead Core Network Infrastructure Team of Cross-divisional network

architects and engineers throughout merger activities

. Understanding and implementing new device connectivity for email and

phone access through BLACKBERRY.

. Implementing Video Conference with new technologies. Setting up

videoconferencing with clients.

. Configured E-FAX solution for services like timesheet management,

Accounts, Payroll.

. Planned and coordinated full installation with vendors providing leased

line connectivity, Tel-Data Room, and Office Area.

. Site security implementation with Access control system, PBX system.

. Coordinating for moving of all services, network equipments, servers,

PBX, desktops, printers to new office.

. Configured SRST as fallback for remote site for IP Telephony.

. Planning & Designing for IP Telephony deployment using centralized

model.

. Re-configuring network devices such switches & routers as per Cisco best

practices for IP Telephony, enabling QoS (Quality of Service), and

creating Voice VLAN.

. Documented all information following ITIL management process.

. Change Management, training documents were built to do the cutover from

old PBX to IP Telephony.

. Implemented Cisco Call Manager IP Telephony to replace old PBX.

Configuring features like 911 dialing, PLAR, PC attended application.

. Conducted extensive work with CME (Call Manager Express) and Unity

Express concerning implementation, configuration and maintenance.

. Configured Auto Attendant using IPCC Express for HQ Office.

. Planning for migrating PATNI USA Network hub to MCI Datacenter,

coordination and Task Management for entire team, On Call 24x7 Support.

. Planning of disaster recovery for PATNI USA Network hub to MCI

Datacenter.

. Responsible for WAN routing (EIGRP, BGP), creating VLAN and inter VLAN

routing.

. Introducing Remote Management equipments for the Datacenter

Monitoring.

. Following ITIL process for maintaining documents for all installation,

rack space management, patch panel, circuits DMARC management.

* Networking & Systems Engineer - Patni Computer Systems Ltd, Mumbai

(India)

(September 1996 - October 2002)

Responsibilities

. Head of branch IT team, support for customer Offshore Development Center.

. Projection of hardware requirements for forthcoming software projects and

day-to-day maintenance requirement, Disaster recovery.

. Following ISO-9000 procedure for documentation & processes.

Education

. 2011 - Cisco Certified Network Professional (CCNP)

. 2009 - CCIE Voice (Written)

. 2008 - Cisco Certified Voice Professional (CCVP)

. 2006 - Cisco Certified Network Associate (CCNA)

. 1999 - Microsoft Certified Professional, Microsoft Inc. (MCP)

. 1996 - Certified as Electronic Engineer from National Center of

Vocational Training, India

. 1995 - Certified as Radio and Television Engineer from Industrial

Training Institute, India

Special Achievements

. Team Award for the year 2004

. Valuable Contribution Award for the Year 2001

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