Service Manager

Prasenjit Kumar

Mobile: +91-963******* E-mail: *********.*****@*****.***

Job Objective

Aspiring for leadership assignment in solution & design of Hosted Collaboration Solution (HCS), Unified Communication & Collaboration, Hosted Collaboration Solution (HCS) for Contact Center, Operations Management, Data Center Management, ITSM consulting with a growth oriented organization.

Experience Summary

MCA with 11 years of experience in IT Infrastructure & Management. Having experience of working with large multi-location & complex enterprise network infra spread across global cross-geography. Approx. 9.5 years of experience in planning, designing, implementation and administration of Cisco Unified Communication and Collaboration solution, HCS, IP Calls recording, & LAN of IT Infra. Hands on experience in Designing & Implementation of Cisco HCS, Cisco Call Manager Clusters, Cisco Unity Connection, Cisco Unified Contact Center Express, Cisco Prime Central, SBC, Expressway, Jabber, Integration between Avaya, IPC, HIPT and Cisco CUCM, IP Calls Recording server (Witness & Nice), Working knowledge on VMware vSphere, MS Lync, Cisco PIX, LAN.

Presently associated with Capita ITES, Bangalore as Technical Lead and building Cisco Hosted Collaboration Solution Services for Capita, UK. In this project we are setting up Cisco HCS in Capita Datacenter and it does provide service to Capita and its Customers across UK. In this HCS Service, Capita will have Voice, Video, Chat, WebEx and Third party devices integration. Working with Presales team to provide answer of all technical questions. Work on design for data center requirement to host HCS solution.

Professional Education

CCIE VOICE (Written) (Cisco ID – CSCO11764281)

CCNA

ITIL V3

Organizational Experience

2014 Aug – Till Date, Technical Lead at Capita ITS, Bangalore

Project: Design Cisco Hosted Collaboration Solution (HCS 10.6(1)) for Capita UK.

Key engagement highlights in this position are:

Working as a Technical Architect to setup HCS 10.6(1) in Capita for UCaaS.

Coordinating with Cisco and third Party to gather information related to HCS setup.

Gathering Data Center requirements including no of RACs, Power, Cabling etc.

Coordination with External Vendor or Clients (e.g. Verint, Tango, Genband, Soft-Ex) to have integration with Cisco HCS.

Design and implement Cisco Hosted Collaboration Solution for Contact Center (10.X).

Design Session Border Controller (Meta Switch) and integrate it with existing Genband SBC to have SIP connectivity for PSTN calls.

Design Cisco Expressway to have the VPN less service for customer end devices.

Creating Presentation for business case of HCS setup and present it with upper management in Capita UK.

Coordination with Capita internal team to get the network, securities and storage requirements fulfilled.

Develop HLD, LLD and PPT for presentation for HCS setup.

Participate in test design and complete HCS testing.

Participate in build and configure the vSphere/ESXi, vCenter, Cisco Applications and Windows servers on B-Series Server.

Provide Technical Pre-Sales support and help Capita sales team respond back to customer RFP’s.

Handing over the Capita Collaboration Service (CCS) build to Transition team after completion of all the testing (including PEN testing).

2013 Feb – 2014 Aug, Lead Network Consultant at Computer Science Corporation, Bangalore

Project: Migration of Cisco IPT from Legacy PBX for Motorola:

Key engagement highlights in this position are:

Gather client old PBX related information to migrate it on CSC Hosted UCaaS.

Design and implement Cisco CUCM clusters for Client to implement Cisco and third party phones (Polycom) using SIP and SCCP.

Develop site LLD and PPT for presentation as per the client’s requirements.

Worked on Provisioning server (CUCDM) to migrate client end devices to HCS.

Taking ownership for Site Cut during migration of legacy PBX to Cisco or Polycom.

Design and implement Cisco Voice Gateway (MGCP and H.323) for PSTN calls according to the business requirements.

Configuring SRST on voice gateway if CUCM or WAN links are not available.

Integration of CUC for voicemail and Unified messaging on Client phones.

Integration between CUCM to other PBX like AVAYA, HIPT, TETRA.

Providing day one support after post migration of sites.

Supporting voice infrastructure whenever the cases are getting escalated from support team.

2011 December – 2013 Jan. Senior Associate Consultant at Thakral One, Hong Kong (Working with J P Morgan Chase)

Project: Migration of Cisco IPT from Avaya and IPC:

Key engagement highlights in this position are:

Design and Implement Cisco CUCM clusters across the APAC and coordinate with Global JPMC team.

Gathering Data Center requirements including no of RACs, Power, Cabling etc. in Hong Kong and other APAC DC’s. Defining RAC space for ISR routers and VG 224 gateways for local PSTN Calling on IP and Analog phones in APAC region.

Gathering information and features those are available on Avaya or IPC PABX to smoother implementation of Cisco IPT.

Configure SME & SAF to integrate Cisco CUCM clusters across the APAC & Globe.

Design the integration between Avaya, IPC with Cisco CUCM using QSIG Trunk for smooth migration.

Define Route Patterns, Route list, Route Group, Trunks and Voice PRI line’s.

Design the PRI Line requirements for JPMC, APAC and coordinate with service providers to fix the PRI Line issues and map the DID ranges.

Configuration and integration of CUC for voicemail on cisco IP phones.

Creating Documentation and network Diagram for across the APAC region.

Coordination with Cisco to implement the Cisco IPT in JPMC.

Participate in migration of more than 35000 Avaya phones to Cisco 9971 and 9951 IP Phones across the APAC sites.

Implementing Cisco Unified Contact Center Express for Auto Attended and basic IVR.

BOM verification for all cisco devices with IBM and Cisco.

WAN readiness for VoIP audio / video calls for APAC to configure the CAC.

Coordination with Nice team to get the cisco IP phone calls recorded for JPMC.

Follow the internal (JPMC) process to implement the project successfully in time.

Provide local support to educate JPMC employee to get familiar with Cisco unified Phones.

2008 October – 2011 October. Telecom Specialist at Société Générale, Bangalore

Key engagements highlights are:

Upgraded Cisco Call Manager from to 6.X to 8.X for Bangalore Cluster on UCS Server.

Installed VMware and vSphare on UCS to install CUCM nodes and manage Cisco servers remotely.

Upgraded CUCM from to 4.2(3) to 6.1(3) for Bangalore and Mumbai locations.

Consolidate IPT infrastructure in one building from 5 different building offices.

Voice infrastructure design and setup for three new offices.

Upgrade Cisco Unity server 4.2(1) to Unity Connection 7.1(3).

Design and VoIP setup (without GK controlled) between Bangalore and Paris/London.

Design and VoIP setup (with GK controlled Trunk) between Bangalore and Paris/London/New York/SIN/HKG/TOK/MUM/DEL/SYD/CHINA.

New Witness Recorder Application server implementation.

Call Billing server (Phone Control) implementation and upgrade.

Adding 500 IP phones and voicemail in production using BAT.

Setting Unconditional Call forward on Voice PRI line (E1) on service provider end.

Team Movement from one building to another building.

Integrate desktop video conference with Polycom Video Conference using Cisco VTA.

Providing L3 support of IPT setup for SG Bangalore, Mumbai and Delhi offices.

Participate in DC consolidation while office movement.

2006 May – October 2008. Technical Services Engineer at Ocwen Financial Solutions Pvt. Ltd.

Key engagements highlights are:

All issues related to Cisco IP phones - installation, troubleshooting & de-activation.

Ensure daily backup of all the CUCM & Unity servers are happening properly.

Extracting CCM CDR Records & analyzing them to analyze issues on a per-call basis.

All issues pertaining to user's Voice Mail boxes - Allotment, troubleshooting & de-activation.

Assigning Meet Me Conference numbers.

Ensure all the patches & Engineering Service releases are up to date on Cisco servers.

Troubleshooting Audio Quality & Call Drop issues.

Monitoring CUCM performance & Codec negotiation for inter-cluster and intra-cluster IP communication and taking appropriate action.

Configuring Inbound Fax numbers on Cisco AS 5400 Gateways & troubleshooting.

Managed Verint Call Recording System.

Troubleshooting all Cisco CTIOS login issues for Call Center employees.

Worked with service providers like Cisco, Verizon and Verint for complicated issues.

Provide L1 Network support on LAN & WAN.

Make sure all voice servers in US offices are compliant with Daylight saving.

Administration of Aspect Dialer and provide all support to call center agents.

Remedy Management – Assigning and resolving tickets to maintain existing SLA.

Helpdesk management - Monitoring all call on supervisory levels. Giving solutions to L2 calls. Generating weekly / monthly reports for management.

Projects exposure in Ocwen:

Upgrade Cisco Call Manager from 3.3(5) to 4.2(3) for Indian locations.

Upgradation of Cisco Unity server from version 4.2(1) to version 5.0(1). Migrate Cisco Unity on new hardware (MCS 7835) and Windows 2003 with SP2.

Migration of 300 soft-phones in Bangalore office to Cisco hard-phones.

Network monitoring tools: MRTG, Net flow Analyzer & What’s up Gold Professional.

2004 August – 2006 February. System Administrator at Management Informatics Systems Pvt. Ltd.

Key engagements highlights are:

Complete Troubleshooting of the system related problem.

Worked on windows 2000 server.

Monitoring all system and network related problem.

Creating user and providing all required privileges to client systems.

Complete trouble shooting on ftp, such as Creating account and managing all accounts.

Downloading and uploading files on ftp.

Education

MCA from IGNOU, St. Xavier College, Kolkata in 2005.

Strengths

Hard –working, sincere, honest & focused.

9.5 years of hardcore experience on Cisco VoIP operations, implementation and Design.

Good mentoring and coordination skills with team members.

Successfully managed 6 members of team.

Personal Details

Current Address : Prasenjit Kumar, Flat # 310, Block–B, Samitha

Rainbow MTB, Tubrahalli, Whitefield, Bangalore.

Nationality : Indian

Sex : Male

Marital Status : Married

Linguistic Abilities : English, Hindi, Bengali

Date of Birth : 20th Jan 1980

Passport No : N3618582

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