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Manager Engineer

Toronto, Ontario, Canada
October 20, 2016

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Hasham Ali

*** ****** **. ***********, **. L*W*V* 905-***-****

Professional Profile

Business Skills

Experienced in delivering IP and voice network /Contact Centre Solution /Cisco Unified Communication

12+ year experience in requirements analysis, design, implementation, and testing of distributed instances over WAN, fault-tolerant systems with particular attention to scalability, high performance, and cost optimization.

Contact Centre Solution Engineer successful in design, implementation, and support for large-scale, multi-site and multi-channel Contact Centre solutions.

Expert in UCCE call flow functionalities and the ability to create/modify CVP Studio and UCCE scripts.

8+ years experience in Cisco Unified Communication

Experienced in network design, operational support, hands-on implementation and configuration of network infrastructure

Proven project & man management experience

Ability to work independently, proactive, taking initiative in identifying problems and solutions oriented.

Technology Skills:

Expert in Cisco's contact centre infrastructure approaches, products, and technologies, such as, UCCE, UCCX, CUCM, CUC, CVP, CUSP, CUCME, Cisco Media sense, CUIC, CUBE(Cisco Unified Border Element), CTIOS. SIP, ITSP SIP Trunks. Wireless, H323, MGCP, PRIs,

Cisco Unified Communications Operating System Red Hat Enterprise Linux.

Voice and Video End Points, such as, 69xx, 76xx, EX60/90, ES20, 89xx, 99xx, DX650, and CTS500

3rd Party VDI Solutions, such as, VMware View, and Citrix. Finesse. HCS ( Cisco Hosted Collaboration Solution), Verint Dialler inbound/ out bound.

Configuration, installation, Routers & Switches, VPN, Firewalls, Wireless.

Sound Knowledge of Cyara Replay which performs application testing and functional testing of the applications for IVR, Speech, Biometrics and Voice Call-back systems.

Microsoft Windows Active Directory.

Understanding of Hybrid and Complex multi-platform enterprise systems with multi-vendor products and technologies.

Provided 2nd and 3rd level technical support after deployment of Unified communication and UCCE systems.


Bachelor of Electronics Engineering

NED University of Engineering & Technology, Karachi,

Post Graduate Diploma in Information Technology

Devry College of Technology, Toronto, Canada

Network Specialist Diploma,

Trios College, Toronto, Canada

Professional Certifications

Completed Classroom /LAB course of CCIE Collaboration (in Progress)

Cisco Certified Voice Professional (CCVP / CCNP)

Cisco Certified Network Associate (CCNA)

Microsoft Certified Professional (MCP)

Microsoft Certified Solutions Associate (MCSA)

Microsoft Certified Systems Engineer (MCSE)

Microsoft Certified Network+

Microsoft certified A+ Tech

Professional Experience

Senior Telecom Engineer

D+H - Financial Technologies, Mississauga, Ontario, April, 2012 – May-2016

Designing, configuring, troubleshooting, and testing Cisco Unified Communication Manager 6.x, 7.x, 8.x,9.x,

Cisco Call Manager Express and Unity Express and CER

Configuring, implementing and troubleshooting Cisco Gateways SIP

Configured and troubleshot Cisco Unified Communication Manager, 7.x, 8.x,9.x,

Configured and troubleshot Cisco Unified Border Element (CUBE)

Configured maintaining troubleshot users, voicemail and phone templates using Bulk Administration Tool

Create High level reports for Management and executives, including analysis and recommendation which supported high productivity and sales.

Prepare and provide responses of Questions from Emergency evacuate Teams (EET) / Disaster Recovery teams (DRT).

Assist to prepare Policies, procedure and Standards for common action of Business, IT and DRT/ EET

Performed Data Collection and Analysis.

Performed contact centre capacity planning and performance monitoring.

Evaluated UCCE 10.x and 11.x contact centre solution.

Implemented, and supported ICM 9.x with CVP 9.x, Call Manager 9.x, and Voicemail System.

Implemented and supported ICM 8.x with CVP 8.x, and Call Manager 8.x

Implanted all aspects of UCCE/ICM including PGs, Router, Loggers, CTIOS, Finesse, CUIC, CUSP, IVR, and AW/HDS.

Supported Verint call recording for UCCE 8.x and 9.x.

CVP Reporting and CUIC Reporting Tool Installation and Data Source Templates.

Finesse Server Web Server configuration, Gadget Configuration, and Agent / Supervisor Team Flows assignments.

Redesigned the ICM / CVP scripting standards.

Created staging process document so that all hardware configurations, IOS configurations, and pre-implementation testing was standardized across all the implementations.

Designed and configured all aspects of Unity including Call Handlers.

SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis.

Implemented Cisco 4331 router as Cisco CUBE / voice gateway for newly Built Head Office Toronto.

Diagnostic Framework - Analysis Manager, Router Log Viewer, Real Time Monitoring Tool (RTMT) for system troubleshooting and log file capture, and Dump Log troubleshooting Tools.

Senior CVP Engineer

Resolve Corporation, Toronto, ON, Canada, April, 2010 – April, 2012

President Choice Financial (PCF) Enterprise Contact Centre for PCF Master Card (PIN and CHIP)

Designed and implemented PCB Bank’s contact centre using Cisco Unified Customer Voice Portal (CVP), Intelligent Contact Manager (ICM), and IBM Web Sphere Message Queuing (MQ)-based VXLMN technologies.

Designed and implemented complex IVR call flows using CVP studio and call routing using micro-apps.

Developed over all project architecture for the PIN and CHIP solution.

Developed TDD/ADD documents for IVR departments and services such as Collection, Fraud, Chargeback, Payment Processing, Card Activation, Transaction Processing, Settlements and Reconciliations, and Application processing

Developed a complete Self-Service Card activation process based on enhance security measures.

Developed an automated process for resetting and changing PIN for the Master Card through an IVR Self-Service.

Supported TSYS database System with CVP System.

Implemented Queue Managers, Queues, Channels, Listeners, and remote Queues on IBM Message Queuing (MQ) Server and its integration with Cisco CVP.

Modified existing ICM script’s logic and redesigned scripting hierarchy so that there are Main scripts, Routing scripts, and Queuing scripts in order to more easily understand call flows logic and ease to troubleshoot IVR call flow scripts.

Worked with QA team for Test cases review and pre-production troubleshooting and product testing.

Worked in Data centre, installed, configured servers and used Cisco Operation Manager to monitor the health of the systems

Technologies included:

Java, XML, VXML, JSP, Apache Tomcat, UNIX shell, C/C++, MYSQL.

SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis.


Wal-Mart Canada Bank Enterprise Contact Center for PIN and CHIP Master Card

Designed, implemented Wal-Mart Bank IVR using CVP, ICM, CTIOS.

Implemented and supported CVP reporting for CVP Studio applications, customized operation-hours and holiday tracking system

Developed Technical Design Document (TDD) for Wal-Mart IVR application and its system architecture.

Designed, developed, and implemented customized IVR exit codes and back-end exit codes for agent call-routing

PETRO CANADA Contact Center IVR Application

Designed and implemented IVR system for a leading Petro Canada stores to support their customers and self-serve solution for Petro-Blitz merchandize for record keeping.

IP-IVR / UCCX Based call centre design, development, and support

Petro Canada Contact Centre, Rogger Wireless Contact Centre, Dollar General Contact Centre, COVAD Contact Centre, Future Shop Contact Centre, Dr. Peppers Contact Centre, Block Buster Contact Centre, Aeroplane Contact Centre

CVP Developer/ Network Support (Feb, 2005 –DEC, 2009)

Hydramatic M&P Ltd. Guelph, Ontario.

Design and support to Cisco wired and wireless data networks.

Survey and assess current and forthcoming wireless networking installations.

Designed and implemented several high profile projects while working with Higher Colleges, focusing Cisco collaboration, Cisco network infrastructure and Cisco data centre equipment including servers and UPS.

Worked as CVP / IPCC Developer, Performed systems design validation, technical solution development and delivery.

Performed advanced troubleshooting of CVP IPCC solutions.

Fully supported all components of the CVP / IPCC environment, third party software and integrated peripheral systems.

Performed CISCO ICM Scripting, CISCO Translation Routing and CTI Experience CISCO Admin Workstation and Web View CISCO Network Interface Controller (NIC)

Performed multi-site configurations, large system maintenance and administration.

Worked on Air line ticketing and flight reservation Project and developed enterprise Contact Centre with IVR applications

Worked with Project management teams dedicated to enterprise contact centre IVR builds and provided feedback and analysis for customer requirements and work efforts

Developed IVR call flows and applications and responsible for end-to-end optimization of the IVR process

Installed, maintained and supported the network and different system components.

Prepared cost and time estimates for customer requested changes and new application development

Prepared project plans, contingency plans, and monitored project activities against these plans.

Network Analyst

Daimler Chrysler, Ontario, Canada, 2000 – 2004

Maintained and Administration of Data Center Network Infrastructure.

Maintained and updated Network topology diagrams for Chrysler plant at Brampton and Windsor. Incorporated changes made to the network since 2001. Added network elements as the network changes occurred.

Reviewed network security and ensured security policies are consistent across the network on various elements such as routers, firewalls and switches.

Configured and maintained firewall rules, access-lists on routers and switches.

Monitored and analyzed network traffic using HP insight manager

Monitored network using HP Open View alarms. Troubleshot the devices indicating alarms.

Created standard procedures for troubleshooting/maintenance of routers, switches, firewalls, servers.

Monitored and maintained servers, switches, firewalls and routers in the corporate network for security, virus management, onsite and offsite

Ensured proper system backups and disaster recovery.

Tested and configured Cisco routers (2600, 3600 and 7200) and switches 3550, 5000 series for use in the corporate LAN for connection to different locations of company.

Configured and troubleshot protocols such as OSPF on routers.

Performed monthly, weekly and daily shift start-up checks.

Maintained IP Addressing plan for the corporate LAN

Supported corporate active directory and exchange infrastructures.

Created repair and maintained plant user’s lotus notes accounts

Created trouble tickets and follow up till resolved the problem

Demonstrated high level of user satisfaction with ability to resolve difficult situation and deal with difficult user in the plant

Other Trainings

Project Management and Quality Assurance from Carl Zeiss Jena, Germany

Class Room Training (PMP) from Toronto, Canada

Project Management, Planning and Production Control from Boeing Airplane Company USA.

Contact Centre, Call centre Cisco CVP, IVR, ICM designing from Chicago USA

Middle Management & Senior Management from Pak International Airline PIA

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