Contact Center,VoIP,Firewall,Networking

BINU SANTHAKUMARAN

** ******* **, *** ***, Boxborough, MA 01719 C: +1-978-***-**** ***************@*****.***

Summary

** ***** ** ********** ** software testing,implementation,configuration,

troubleshooting and technical assistance in various technologies like IP Contact Center,

Datacom, Security and VoIP.

Highlights

Cisco IP Contact Center Datacom product testing

deployment, configuration and VoIP technical expertise

troubleshooting experience Agile development Methodologies

Contact Center customer escalation Waterfall Model

handling experience Team management

Working knowledge of Cisco Unified Firewall Experience

Communication Product sets Networking

Accomplishments

Received CAP award from Cisco for handling customer issue

•

Received Thanks A Zillion & FMC awards from Wipro

•

Star Performer award from Cisco

•

Received Team of the year award for my team in MindTree limited

•

Experience

Technical Solution Manager Contact Center Jul 2014 to Current

Cisco Systems Boxborough, MA

Since last 10 months I have been working at customer site (Cisco Systems, Boxborough, United

States) for the Customer solution Success project. My role is to provide high level of technical

expertise for problem management support for all IPCC customer escalations and determine root

cause for business impacting incidents.

The job responsibility includes

• Provide technical escalation point for Cisco TAC engineer engagements.

• Initiate and coordinate collaborative troubleshooting sessions with Customer

• Analysis and resolution of chronic or undetermined issues.

• Deep dive analysis of Problems and Incidents.

• Lead, mentor and coach junior resources

• Review and update detailed technical and architectural documents.

• Work directly with IPCC Product team to resolve issues, identify enhancements and

implement.

• Initiate conversations with escalated contracted support vendors (i.e. OEM's).

• Work with development engineering team to build contact center test bed in case of issue

reproduction

• Maintain and manage all contact center lab set up.

Test Lead for Hosted Collaboration Solution for Contact Center Aug 2010 to Jun 2014

Wipro Technologies Bangalore, KARNATAKA

Worked as Test lead for Cisco Systems Hosted Collaboration Solutions (HCS) for contact

center project in Bangalore. HCS is the project which delivers a platform that allows

managed service providers (MSP) to deliver both hosted & managed UC along with

differentiated services tailored for a wide variety of unique business models. I was part of

Core HCS team that integrates HCS CC solution with Aggregation layer (CUBE SP and PGW)

and also with Third party Service provisioning product CCDM and test the entire solution

model.

Responsibility

• Planning, Estimation, and designing of deployment models

• HCS CC Deployment model architecture design, implementation and testing.

• Implementation and configuration of test bed for different UCCE deployment models

• Creation of test cases for different solution features and functionality

• Test execution, filing defects, bug verification.

• Testing Cisco CVP Comprehensive call flow model,

• Performance testing of contact center solution.

• 500, 1000, 4000 agents qualification testing for HCS CC solution.

• Design, Implementation, configuration and testing of ASA Firewall in HCS CC solution.

• Designing and testing CUBE SP for HCS CC Small contact center model.

• Cisco UCS, Nexus configuration for the each deployment test bed.

Contact center product Knowledge on

Cisco Unified Contact Center Enterprise

•

Cisco Unified Contact Center Express

•

Cisco Unified Customer Voice Portal

•

Cisco Unified Call Manager

•

Cisco Unified Contact Center Domain Manager

•

Cisco Media Sense

•

Cisco Remote Silent Monitoring

•

Cisco Gateways

•

Cisco Unified Border Element Enterprise

•

Cisco Unified Border Element Service Provider

•

Cisco B & C series blades, Cisco UCS

•

Cisco ASA Firewall

•

Have a good understanding on following contact center deployment models

• Cisco Packaged Contact Center Enterprise and Enterprise models

Cisco HCS for Contact Center (HCS CC) 500, 100, 4000 Agent Deployment's

•

HCS CC Small Contact Center Deployment

•

Senior Test Engineer Jul 2007 to Aug 2010

Mindtree Limited Bangalore, KARNATAKA

I have worked on two Datacom projects during my tenure here.

First project was Symantec Gateway security which is a multi function firewall

appliance that integrates full packet inspection firewall technology with intrusion

prevention intelligence at the gateway between Internet and corporate network or between network

segments. It incorporates an industry tested firewall, virtual private

networking, NAT, content filtering, antivirus, and IDS/IPS, all easily configurable

through a GUI.I have tested the functionalities like Authentication, Live Update, VPN,

NAT, PPTP,Firewall security and Routing.

Responsibilities

• Prepared Test Plan, Test Requirements, Test case creation

• Identifying the test topologies for the VPN, NAT, Firewall, and VoIP.

Implementation of Test beds, Execution of Test cases.

•

Reporting and logging bug, Bug verification, Updating test execution status etc.

•

Second project was Pirelli Software Stack project to develop the OS for residential

gateways. This gateway is a multi function appliance that incorporates technologies including

DLNA, UPnP, OSGi, ALG, Security, VoIP, and VPN. My testing responsibilities covered the

functionalities VPN, Firewall Security, VOIP, and ALG.

Test plan preparation, Test case and test data preparation

•

Identifying the test topologies for the VPN, Firewall, and VoIP.

•

Identifying the test tools to be used, setting up test bed.

•

Execution of test cases, logging defects, bug verification etc.

•

Network Professional Nov 2004 to Dec 2006

Datasoft Networks Kochi, KERALA

VoIP Gateway Solution VoIP Gateway is a multi feature integrated system which supports

VoIP call routing as well as switching with inbuilt billing functionality. I have worked on VoIP

technical support team for providing assistance for Datasoft Networks global customers for

VoIP products such as CISCO AS series voice gateways, SYSMASTER VoIP Gateways, Nextone

& VOICE MASTER soft switches.

Responsibilities were

• Implementation and Configuration support for VoIP Gateways, Gatekeeper (Voice Master)

and other solution products.

Testing VoIP routes for SIP, H323 calls and voice quality related issues.

•

Troubleshooting customer VoIP issues and providing solution

•

Education

B Tech, Information Technology 2004

Rajiv Gandhi Institute of Technology Kottayam, KERALA, INDIA

Passed from Mahatma Gandhi University with aggregate of 67%

Pre Degree, Physics, Mathematics,Chemistry & Language 1999

Sree Narayana College of Arts and Science Kollam, KERALA, INDIA

Passed from Kerala University with an aggregate of 61%

Secondary School Leaving Certificate 1997

Saint Jude High School Kollam, KERALA, INDIA

SSLC Exam passed from Board of Secondary Education with distinction of 85%

Certifications

Cisco Certified Network Associate (CCNA)

Cisco Certified Network Professional (CCNP)

Scrum Fundamentals Certified Credential

Skills

Operating System: Windows, Linux Ubuntu, CentOS, RHEL

Technology: IP contact center, VPN, Firewall

Methodology: Agile, Waterfall, NAT, VOIP

Tools: Wireshark,MRTG,Protocol Analyzer,Putty,Eclipse MA,STAF,CLAV

Test Management Tools: Test link,Project Space, Perforce,TIMS

Bug Tracking Tools: Etrack,QC,Bugzila,Perforce,CDETS

Protocols: ARP/RARP, ICMP, IPsec, VLANS, STP, VTP, PPP, L2TP, PPTP, Ethernet, VOIP

(H323&SIP),TCP/IP,SSL,ALG,DHCP,DNS,FTP,SFTP,RTP,RTCP,HTTP

Cryptography methods, IDS,IPS,Routing and switching concept

Contact this candidate