Ramesh Kumar

Norristown, Pennsylvania, U.S.A ad20ov@r.postjobfree.com 917-***-****

Result-oriented and Seasoned Associate Consultant with over 19 years of expertise in service delivery and successful implementation of Avaya Red Contact Centers, AWS Connect. Avaya Unified Communication solutions, Cisco Unified communication, Audio-video technologies including Microsoft teams’ room (MTR) and advanced technologies. Proven track record of driving customer satisfaction and process improvement. Eager to contribute dynamic leadership and technical skills to a forward-thinking organization. Valid Work Authorization: USA, Permanent Legal Residence, Green Card Holder (No Sponsorship Needed) CORE COMPETENCIES

● Project Management & Planning ● Avaya Communication Manager ● Sip and H.323 technology

● Designing, Planning and Scoping ● Cisco Unified Communication ● AWS connect Services

● Team management ● Avaya Cloud Services ● AWS Cloud Services

● Automatic Speech Recognition (ASR) ● Artificial Intelligence (AI) ● Microsoft Teams ( PSTN) Professional Summary

Overall, 19 years experienced in Voice and video technology.

Experienced in projects for new hardware deployments, software development, updates, fixes, re-engineering of software, data migration, as well as transitioning from legacy software & hardware to modern software & hardware.

Worked and experienced in Avaya product installations including Avaya communication Manager (CM),Avaya Enablement services ( AES ), Avaya CMS Servers, Avaya SMGR, Avaya SM, Avaya G450/G650 Media gateways, etc.

Strong understanding of voice protocols such as SIP, H.323, and PSTN.

Worked with different technology integrations like Cisco CUCM, Cisco voice gateways and Cisco Ip phones and endpoints.

Worked with Video technology like Cisco, Polycom, Lifesize, Crestron MTR systems etc.

Understanding of unified communication technology and WAN/LAN technology.

Knowledge of Sestak Speech Recognition (ASR) system.

Have excellent verbal, presentation, analysis, and written communication skills. PROFESSIONAL EXPERIENCE

HCL TECHNOLOGIES LTD.

The Company provides informational technology, infrastructure management, software engineering, data center, and application development services. HCL serves clients worldwide. Associate Technical Consultant – Service Delivery Mar 2020 – Oct 2023

Spearhead service delivery management, team/resource management, and solution design for Avaya Red CC, Avaya Cloud Services, AWS Cloud, AWS Connect Services, and UC components.

Handled project execution in HCL America and C3i in USA.

Installation & Deployment of Avaya Communications manager 10.x, Avaya SMGR, Avaya Session manager, SIP, Avaya AES servers etc.

SIP, Microsoft Teams PSTN and H.323 integrations with different-different Systems like Avaya, Cisco, Oracle SBC etc.

AWS Connect deployment for clients and integrations with CRM applications like ServiceNow, Salesforce, Power BI etc.

Worked with architects, Developers, Business Analysts, Quality Assurance, Scrum Master, Product Owner, Product Manager, and Reporting Manager as well as client stakeholders.

Updated clients constantly and reported to management on project progress.

Participated in Demos of various parts of the application.

Worked with offshore teams for technical integrations.

Handled and lead the Audio-video projects (Crestron and Cisco MTR) with HCL America & HCL UK business teams.

Deployment & commissioning of new infrastructure of Internal HCL business over the globe projects.

Supporting & day to day manage services to internal HCL business in telecom, audio-video, cloud infrastructure Projects.

Successfully completed the installation and integration of Sestak speech recognition AI (Artificial Intelligence) with Avaya technology for HCL client P&G.

AGC NETWORKS LTD. (Now Black Box Limited)

Black Box Network Services Corporation offers communication services. The Company also provides infrastructure solutions which include structured cabling, data centers, data networks, wireless bridges, and digital signage. Black Box serves customers worldwide.

Technical Lead Aug 2008 – Mar 2020

Installation of Avaya UC components (Communication Manager, SMGR, SM, AES), Oracle SBC for different- different clients and integrations with CRM applications like ServiceNow, Salesforce etc.

Involved in video conferencing systems installations like Polycom (HP), Cisco, Avaya, Lifesize Etc.

Handled multiple USA projects like EXL, Genpact, HCL Technologies, MetLife, NIIT, Birla soft etc.

Weekly Status Reporting- PowerPoints

Requirement gathering and MS Project Plan

Standup meetings with the business, functional and technical resources for design and build

Conducting design workshops

Coordinating scripts for User Acceptance Testing (UAT)

Mitigation, Issue Resolution and Escalation

Documentation: Project initialization, design/blueprint, build, testing/realization, go live

Prep/final preparation, install, and go live support.

Post Implementation Validation (PIV)

Tools included MS Teams, Project, PowerPoint, SharePoint, Excel, and Power BI Avaya Global Connect Ltd. (Now Black box Limited)

AGCL was part of Avaya and Avaya provides unified communications as a service (UCaaS), contact center as a service

(CCaaS) and communications platform as a service (CPaaS). Avaya Engineer Sept 2006 – Aug 2008

Implementation and Deployment Avaya products (CM, SMGR, SM, AES) and Polycom/Audio Video products, specializing in project planning, design, and execution.

Managed customer escalations and provided hands-on training, contributing to enhanced customer satisfaction.

Played a pivotal role in the planning and design of intricate Avaya Red projects, demonstrating technical leadership.

CMS COMPUTERS LTD.

CMS Computers Limited is a pioneer and leader in the Indian ICT industry. With more than 4000 employees spread across over 100 locations in India, CMS Computers is adding value to every industry through its products, services and offerings. Customer Support Engineer Feb 2003 – Sept 2006

Installation and support for IBM mainframes and Windows Servers, ensuring seamless operations for clients.

Managed customer escalations, demonstrated exceptional problem-solving skills, and conducted in- house/customer training sessions.

Contributed to project planning, design, and team management, driving successful project outcomes. CERTIFICATION

AWS Certified Solution Architect-Associate

Convergence Technology Professional (CTP)

AVAYA Certified Specialist (ACS)

Microsoft teams rooms of Crestron, Polycom, Yealink and Cisco devices.

AVAYA Conferencing Implementation and Maintenance (ACIM)

AVAYA Aura Application Enablement Service Implementation

AVAYA Call Management System Implementation and Maintenance

Avaya Aura Experience Portal with POM Implementations and Maintenance Exam

POLYCOM Certified Video Conferencing Engineer (PCVE)

Implementing Cisco Telepresence Video Solution

Cisco Telepresence Video Field Engineer for Advanced Exam (PATVFEA)

Vidyo Certified Deployment and Support Engineer (VC-DSE) EDUCATION

MBA – Master of Business Administration (Project Management) 2010 – 2011 Sikkim Manipal University, Sikkim

BE- Electronics & Communications Engineering, 2009-2012 Vidya Peeth University, Rajasthan

Diploma- Instrumentations & Control Engineering, 1995-1998 Ambedkar Memorial Polytechnic, New Delhi

BA- Bachelor of Arts, 1995-1998

University of Delhi, New Delhi

Honors Awards

Achievers League Award (2023) HCL Technologies Ltd. Consistent Performance Award for exceptional performance in service delivery functions.

Achievers League Award (2022) HCL Technologies Ltd. Consistent Performance Award for exceptional performance in service delivery functions.

Quarterly Performance Award AGCL Networks Ltd.

Quarterly Performance Award for my performance for various quarters.

SPOT Award AGC Networks Ltd.

Award for my performance across geographically to business. Products known Skills

Avaya Aura Communication Manager R10.x

Avaya Aura Experience Portal Avaya Call Management System

Avaya Enablement Server (AES)

Avaya SMGR

SIP integrations, Session Manager integrations

Avaya Cloud Services

Avaya Contact Center

Avaya SMGR and Avaya SM

Cisco unified Manager (CUCM)

Automatic Speech Recognition (ASR)

Artificial intelligence (AI)

Microsoft Teams (PSTN) Integrations

Audio -Video Integrations

Cisco Video Conferencing

Microsoft Teams Room (MTR) like Cisco, Crestron, Yealink etc.

Knowledge of LAN/WAN technology

Polycom video conferencing

Service Delivery Management

Project Management

Resource Management

Team Management

Customer Support and Handling

Designing, Planning & Scoping

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