Ashu Sharma

Phone: (M) +919********* E-mail: acz54u@r.postjobfree.com

Versatile and hands on individual who leads teams to design and implement successful IT projects that align business and IT objectives and deliver rapid results

Having 10 + years of experience in Managing Operations of Unified Network Infrastructure Including Data, and Cisco unified applications. Responsible for team handling & project management, vendors, and multiple client networks.

Strong knowledge in Cisco Unified Communication Products deployment, and implementation. Organizational and leadership skills including ability to successfully manage multiple projects simultaneously.

Experience in multi-site customer Unified Communication operations environments in a consulting or large system administration role and knowledge of ITIL best practices.

Authorizing &reviewing changes. Publishing project technical, process documentation and network configurations, including detailed test plans for the highly complex network.

Skilled for working on multi-platform environments. Strong communication, interpersonal & analytical skills with proficiency in grasping new concepts quickly and utilizing the same in a productive manner

Information Project management

Technical Analysis Technical Support

System Integration Trouble shooting

Project Management IT strategy Development

Networking Engineering Training & development

Migrations/Upgrades Team Building

Operation Management Leadership

Best employee Award in 2013 for three months. (By Aricent)

Best SME of the year 2009-2010. ( By Convergys)

British Telecommunications Gurgaon, India AUG-2015 to present

Profile Description:

Currently working as CISCO VOIP Tier-3 Leading Level-1 & 2 teams in BT banking support infrastructure for IP telephony Network, Design team coordination & Implementation for Cisco UCCE /VoIP network. Led and implemented complex projects and Global teams mitigated risks, managed requirements, and worked with project stakeholders while managing expectations at the department and project levels.

Collaborating with change management & problem management team to review the changes & authorizing implementation of new sites.

Daily review of changes on change authorizing board & rectifying changes made.

Handling Level 1 & Level 2 teams. Providing support in complex issues, on call & escalations. Working for performance improvements & technical trainings.

Handling L1, L2 performance improvements, managing L1 & L2 shift rosters.

Providing approvals for changes & reviewing, authorizing technical/process documents created by teams before sharing to entire support teams/Clients.

Collaborating with projects teams to successfully implement new sites & migrating them into operations.

Coordinating and work with TAC team for highly escalated issues and also follow up with different vendors like VMware, EMC, ISP’s (Verizon, AT&T) etc. Effectively communicate with clients

Deployment CUCM & Unity Connection Solution.

Managing teams for Upgrade/design/troubleshooting of CUCM, and other UC Applications.

Communication with Cisco TAC for problem management & sharing RCA with clients.

Communicate with client on project improvements.

HCL Technologies Ltd Noida, India March.2014- Till Aug 2015

Roles and Responsibilities: ( Major Incident Manager)

Worked for CISCO VOIP Incident Manager for IP telephony UCAAS Network teams, supporting multiple clients on UCS platforms for Cisco UCAAS Incident management team. Led a team of 25 Level I and Level II help desk support team members providing outstanding quality IT services to 10 countries throughout Asia Pacific & USA and serving a user base of more than 2,000. Developed IT strategy to enable growth and scalability while minimizing costs and potential risk

Handling team working for different clients for Cisco such as RBS (EMEA, US, India), Thomas Cook, Allianz (EU,US,India) and Coca Cola with their configuration and driving troubleshooting bridges on Voice/IP Telephony related issues.

Worked as a key member of CAB team to review/authorize changes raised by multiple teams across UCAAS infrastructure.

Submitting Major incidents review with multiple clients within timelines.

Weekly technical audits for Level 1 & Level 2 teams & proving feedback for performance improvements.

Troubleshooting & driving bridges for issues related to call routing, IP Phones, Voice messaging systems, RTMT. Collecting and Analyzing traces & logs, Call detail records and DNA reports.

Authorizing changes like Device pools, Region, Location, Translation patterns, Hunt Groups, Device settings, Phone settings and other Call Manager features (CUCM).

Auditing daily health checks performance reports by teams for our clients on all networks to keep records of their Phones, Gateways, devices and all other resources.

Coordinating and work with TAC team for highly escalated issues and also follow up with different vendors like VMware, EMC, ISP’s (Verizon, AT&T) etc.

Deployment CUCM & Unity Connection Solution.

Upgrade of CUCM, and other UC Applications.

Communication with Cisco TAC for problem management.

Handling all type of escalation related to CUCM & Unity Connections.

Provide CUCM training to Our Internal Team.

Awarded as Top performer in team several times in monthly ratings.

Aricent Technologies Gurgaon, India Feb-2011-March-2014

Profile Description:

Working on TAC cases related to Implementation and troubleshooting of CUCM duster, Cisco Gateway, Cisco Unity Connections. End to end interaction with the clients, extending enhanced troubleshooting, research and Implementation for cisco voice network related issues. Detailed trouble shooting for Cisco call manager, Cisco unity unified messaging; and Cisco unity voice messaging solution. Detailed troubleshooting for voice gateways protocols H323, SIP, MGCP. Detailed trouble shooting experience of Cisco Unity connection; both windows as well as Linux based. Knowledge of unity and unity connection deployment as well as with Call manager deployment.

Setup Components:

Cisco unity connection

Cisco Unified Presence Server

Cisco Unified Communication Manager

Cisco gateways

Roles and Responsibilities:

Troubleshooting TAC cases related to Cisco VoIP technology.

Preparing Low Level Design and Scope of work after understanding customer requirements. Designed Call Flow, which after customer consent, implemented the solution.

Implementation and designing of Unified applications which included configuration, Installation of CUCM cluster, Unity Connections from older versions to newer versions.

Configuration of Unity connections features & CUCM feature & deploying them to customers.

JK Software INC (USA) -Cisco Unified applications Deployment Engineer (May 2013- July 2015)

Worked as a freelancer from home for cisco unified applications deployment & testing

Migration of cisco VoIP applications from MCS to UCS environment such as CUCM, Unity to Unity connection, CER, CUPS,UCCX

Convergys India Pvt. Ltd. Gurgaon, India Nov 2006-Jan-2011

Profile Description:

Handling investigation and escalation and Network outages, VOIP and ISP related issues in coordination with situation management and other support teams to resume production expeditiously for designated projects and individual employees.

Implementation and Operations of CUCM duster.

Setup Components:

Cisco Unity connection

Cisco Unified Communication Manager

Windows XP,7

Roles and Responsibilities:

Providing L2 support for handling and closing tickets of Internal CONVERGYS employees related to AD, Windows systems/IPT.

Analyzing and Implementing Change Requests from customer.

Follow ITIL processes for Change and Incident management.

Installation, configuration and troubleshooting of various windows desktop

OS (windows 98,2k and XP) and patches for (OS). Maintain and trouble-shoot all hardware and systems. Configuring desktop in LAN.

Modem Installation & implementation. Troubleshoot and resolve incidents

(hardware and Software) related to desktop and associated Peripherals.

Troubleshooting the virus issue.

Installation of all IT equipment’s (Laptop and Desktop, Printer, Network cabling) site .

Bachelors in Computer Application(B.C.A)

Cisco Certified Voice Professional (CCVP)

ITIL certified

Ongoing Training (Project Management Professional)

Personal Details:

Date of Birth 31st Aug 1983

Father’s Name Sh. Ved Bhushan Sharma

Language Known English, Hindi

Marital Status Unmarried

Notice Period 2 Months

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