Lakshman(LUCKY) Kadiyala

Monmouth Junction, New Jersey

ad0m3s@r.postjobfree.com 765-***-****

https://www.linkedin.com/in/lakshman-lucky-k-37227a119 Summary

As a UC/VoIP Engineer with over 7+ years of experience in Cisco Collaboration, Overall, 10 years of IT experience, I have a proven track record of success in Product Support, Partner Support Service, and Implementation. My expertise lies in real-time troubleshooting, where I focus on delivering quick solutions and possess in-depth knowledge of deployments with varying degrees of complexity, passionate about utilizing technology to connect people through networks, and my Certified Cisco Collab Engineer with CCNA, CCNA-Collab, and CCIE-Collab written-only certifications provide me with extensive hands-on experience and sound knowledge of Unified Communications Manager (CUCM) UCM versions.

Furthermore, I have significant experience and sound knowledge of various Collab applications, such as CUCM, Unity, IMP, Webex Control HUB, CCUC, CER, PCD, BE6k/k, ESXi, Windows 10/11, SIP/ CUBE, MGCP, H323, CME, with CUCM and Collab versions ranging from 10X to 14X. I also possess good knowledge and hands-on experience with Cisco Unified Contact Center Enterprise (Support Level/administration), Cisco CVP, IVR, UCCX, Acqueon, CUIC, Agent and Supervisor desktop, VXML, and more.

In addition to my technical skills, I possess a strong understanding and extensive knowledge of Microsoft products, such as 7, 8, 10, and 11, Office 365, ADFS, Server 2012/2016 administration, networking basics and protocols, Linux, basic AWS, ServiceNow, helpdesk, CyberArk, SharePoint, OneDrive, backup and restore, FTP, SFTP, Verint 360, Spoke, Medical, Paging InformaCast, AzureCloud Basics, AI and machine learning basics, basic scripting, and SQL/PL SQL. This enables me to deliver high-quality results and make significant contributions to team success.

Licenses & Certifications

CCNA Collaboration - Cisco 859864017

CCIE Collaboration Written - Cisco 153*******

Experience

Cisco TAC Engineer (CUCM) (Richardson,TX-Remote)

SwankTek Inc. (Client : Cisco)

Aug 2022 - Present (9 months)

As a TAC CUCM engineer, I have experience with various CUCM issues, including clustering, maintenance, upgrades, backup/restore, DB replication, call recording infrastructure, SSO, IP phone registration and VPN, and device support for models such as 78XX, 79XX, 88XX, 89XX, 840/860, Jabber, and Webex clients.

Additionally, I have expertise in certificate management, ILS, SIP OAuth, UC performance issues, UC feature configuration, and troubleshooting. proficient in configuring and troubleshooting SSO for CUCM, CER, Unity, and other collaboration applications using various IDPs.

I have demonstrated expertise in integrating and troubleshooting recording systems like Calabrio, Zoom, Nice, and Verint, and in CCUC integration with on-premises CUCM, telemetry, UC analytics, reporting, configuration, and troubleshooting.

I have sound knowledge in BE6k/7k, UCS C and B series infrastructure, and virtualization technologies like ESXi and vSphere.

I am also competent in configuring and troubleshooting SIP OAuth, ILS, GDPR, advanced CUCM features, and certificate management, including certificate renewal, regeneration, and deletion of expired certificates.

I am diligent in maintaining a working lab with well-documented end-user guides and configuration guides, following best TAC practices, continuously learning new skills, and collaborating with crosstechnology engineers in UCCE, UCCX, Jabber, Webex Cloud, Control Hub, Expressway, CUBE, gateway, and Unity. I am proficient in replicating real-time issues in the lab to better understand and resolve customer problems. Cisco IPT/UC Engineer (Lenabon,NJ-Hybrid)

SwankTek Inc. (Client : New York Life Insurance)

Apr 2019 - Aug 2022 (3 years 5 months)

Managed day-to-day VOIP operations, including administration, implementation, and support of moves, adds, and changes of CUCM features, user administration, and troubleshooting.

Worked on a large-scale project with over 20,000 end points, 2+ CUCM Clusters, 2+ Cisco Unity Connection Clusters, and 2 ICM instances across 25+ locations.

Administered users in UCCE, troubleshooting UCCE desktop agent issues, and collaborated with business and call center teams to make necessary changes.

Supported multisite call center and service desk agents with login issues, reskilling, and generating CUIC reports.

Configured, shipped, and assisted users with Cisco VPN phones, troubleshooting connectivity and registration issues.

Provided support for various telephony features, such as Hunt Pilots, SNR, softphones, Jabber, call handlers, firmware upgrades, and call transfers.

Collaborated with team members, managers, remote site contacts, vendors, service providers, and Cisco TAC to create problem-solving designs, schedule upgrades, backups, and troubleshoot issues enterprise-wide.

Cisco IPT/UC Engineer (WhitePlains,NY-OnSite)

Tvisha Technologies Incorporation (Client : Newyork Life Insurance) Aug 2017 - Apr 2019 (1 year 9 months)

Managed a large-scale project involving over 20,000 end points, 2+ CUCM Clusters, 2+ Cisco Unity Connection Clusters, and 2 ICM instances, configuring UCCE Desktop (Call Center) agents and providing end-user support.

Handled daily client and internal service requests, documentation, and provided computer help desk support through phone communications and remote access tools (LAN Desk/Go-To Assist/Skype and Web-Ex).

Supported on-site and remote sites in configuring and troubleshooting 796X, 886X, 884X, and 794X series phones, telephony features for users, and resolving end-user issues.

Managed and maintained analog fax lines, voicemails, auto attendants, phone setup, alarms/alerts, and provisioned and supported existing Cisco Voice infrastructure.

Handled adds, moves, and changes to Voice Gateways, CTI Agents, Cisco Switches, T1s, and call routing, while designing and implementing Unity System Call Handlers and managing schedule changes.

Configured attendant consoles, groups, dial peers, dial plans, numbering plans, restrictions, MOH, CUCM clustering, Quality of Service for Voice, Unity Express, Voice Gateways, and Gatekeepers.

Set up Cisco Auto Attendant, IP communicator, Agent/Supervisor desktop, and other user desktop applications with Cisco UCM server, providing support and training for users on Microsoft applications, voicemail products, and phone features.

Deployed and provided support for 884X, 886X, 796X, and 794X series phones across multiple locations, ensuring smooth operations and user satisfaction. Cisco IPT/UC Engineer (Dorchester,MA-OnSite)

Tvisha Technologies Incorporation (Client : Steward Health Care) Oct 2016 - Sep 2017 (1 year)

Administered and supported Steward IP Telephony structure and other telecommunication services for 35,000+ devices and users, responsible for VOIP day-to-day operations and IP telephony voice communication architecture.

Worked with various Cisco Unified Communications products, such as CUCM, CUC, UCCX, Meeting Place, Jabber, CIPC, Agent Desktop, and Supervisor Desktop.

Provided level one support for MEDITECH application users, installed, repaired, and maintained various clinical, financial, and business applications like Meditech, Budget Advisor, eClinical Works, Athena, Forward Advantage Desktop Faxing, Spok Paging, and Horizon Radiology Viewer.

Managed moves, adds, and changes of Cisco IP phone extensions & IP Telephony features, and provided user privileges for calling PSTN numbers using partitions and calling search space.

Configured and troubleshooted IP Telephony/CUCM (10.5) features and was responsible for administration and troubleshooting of ZOOM call recording and ZOOM Web Administration.

Collaborated with Cisco TAC to address major issues caused by software bugs and hardware failures and worked with Telecom vendors to resolve connection issues with PRI, SIP, and POTS lines.

Maintained and troubleshooted call center Quality Manager recording/monitoring server, and managed administration of users, accounts, devices, routing patterns, and all DID/non-DID extensions throughout the system.

Network Support Engineer (Hyd,India-OnSite)

Tvisha Technologies Incorporation

Aug 2013 - Oct 2016 (3 years 3 months)

Key contributions include troubleshooting complex LAN/WAN infrastructure that involves routing protocols such as EIGRP and OSPF.

Supported PwC's EIGRP and BGP-based network by resolving level 2 and 3 problems for internal teams and external customers across all locations.

Responsible for configuring and troubleshooting TCP/IP connections and routing issues across access, distribution, and core layers, using routers such as 3700, 3600, 2800, 2600, and switches including 4500, 3560, and 2900 series.

Built the router's base configuration, performed password recovery, configured VLANs, Inter- VLAN routing, and 802.1q trunking.

Installed and configured client applications on new and existing laptops and desktops, and provided technical support for end-users for most software-related applications and hardware. Resolved hardware and software problems promptly and with minimum disruption to users.

Deployed and implemented various Cisco IP telephony projects using CUCM 6.x, 8.x, CME, Unity Connection 7.x, CUE, and experienced in deploying both small-scale and large-scale network deployments across multiple regions.

Configured user features such as speed-dial, call forwarding, and single number reach, as well as distributed and centralized call processing across WAN. Configured voice interfaces such as FXS,FXO, ISDN T1 PRI, and T1 CAS, and implemented various features such as mapping, mobile connect,extension mobility, music on hold, conferencing, and dial plans.

Successfully migrated some of the customer sites from traditional PBX and key systems to Cisco Unified Communication Manager/Express and Cisco Unity Connection (VM/UM)/Unity Express voice messaging systems.

Education: Master of Business Administration – MBA. 2010 – 2012 – JNTU, Hyderabad, India.

Human Resources Management and Information Systems.

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