Engineer Manager

Tejas Wakkar

Morristown, NJ 201-***-**** ***********@*****.*** https://www.linkedin.com/in/tejaswakkar/ Professional Summary

Cisco CCNA and CCNP certified professional, focused on growing in the field of Cisco Unified Communications and UCaaS. Possess excellent troubleshooting skills, with the ability to thrive in a rapidly evolving field of API Integration and VoIP. As a fast learner, I can grow beyond my current level of experience quickly and adapt to new environments and technologies.

Technical Skills & Knowledge

Network: LAN, WAN, BGP, QOS, VLANs, VPN, DNS, MPLS, DHCP, DMVPN, SSH, SMTP, TLS-SSL, HTTP Cisco IOS: Router, Voice Gateway, Switches, Load Balancers, Wireless LAN and ASA Voice: SIP, SCCP, SDP, MGCP, ISDN, PRI, RTP, UDP, IP-PBXs, POTS, H.323, H.245, Avaya, T.38, XMPP Cisco UC: Call Manager, Unity, UCCX, WebEx, Jabber, Expressway Telepresence, Finesse, Contact Center Skills: Troubleshooting, Testing, Deployment, Integration, Automation, Documentation, Migration Software: XML, HTML, CSS, Python, JS, JSON, RESTful/SOAPUI API, Flask, Django, PHP, Git, Node.js Database and OS: MS Office, Active Directory, LDAP, SQL, Visio, Linux, Windows, Red Hat, VMware, AWS Experience

Carousel Industries, Exeter, RI

Lead Systems Engineer 07/19 - 04/20

● Functioned as technical lead and escalation point for Collaboration Managed Services team

● Named and assigned Subject Matter Expert (SME) to multiple clients to understand technical requirements of customers’ business to Direct and manage customer engagements and outcomes

● Ensured all internal customer documentation and information, including customer’s CI and asset inventories, response procedures, circuit information, version information, as well as network diagrams, are kept up to date and accurate.

● Implemented areas of operational improvement to enhance customer experience and increase efficiency in service delivery.

● Performed hands-on, as well as, remote troubleshooting of video and Telemedicine equipment. Environment includes but is not limited to: Video conferencing software from: Cisco, and Polycom. Video conferencing equipment from Cisco, Polycom.

● Coordinated work with on-boarding and support team to discuss network design, implementation and support in redundant, dynamic, multi-homed configurations and SIP infrastructure

● Extensive experience implementing Telepresence Solutions using Cisco, Tandberg conferencing endpoints. Alliant Technologies (Tenfour), Morristown, NJ

Unified Communications Engineer, Tier 2 06/17 - 07/19 Voice

● Advanced troubleshooting of call routing, VOIP infrastructure including SIP trunks and Voice Gateway

● Install, configure, upgrade and troubleshoot Cisco Unified Communications Applications and UCS Servers

● Analyzing debugs of live calls on voice gateways and call manager to resolve issues related to call routing.

● Worked on creating custom Contact Center (Finesse) scripts for multinational company call center and maintaining contact center workflow and Generating User reports and call recordings using Calabrio and Imagicle.

● Install and Configured Telepresence Servers for Video Conferencing and WebEx related technologies

● Ensured all internal customer documentation and information, including customer’s CI and asset inventories, response procedures, circuit information, version information, as well as network diagrams, are kept up to date and accurate.

● Worked with Multiple Client Teams and Supervisors to undertake large migration and troubleshooting operations involving Vendor support teams on Chronic Issues. DEVOPS

● Automated daily Tier 1 and Tier 2 UC related task through Standardizing Engineer Runbooks through CUCM SoapUI API guidelines for administrative API and serviceability API.

● Currently designing (UCaaS) Unified Communication Cloud on a Multi-tenant Server with Web-Services for easy management and configuration through Automated API scripts.

● Creating Third Party Finesse Gadgets and Workflow Integration in Cisco DEVNET labs for testing and gadget Development.

● Testing Automated Deployment scripts for On-boarding large Multinational Corporations to ensure smooth and fast on-boarding to enterprise Services.

● Attended Internal Meetings and External Customer calls to advise management and clients on best possible UC solutions to their Request.

● Designed and Developed Cloud based Web Portal featuring Web Services such as Phone Management, Inventory Scan, Troubleshooting and Monitoring tools and Automated Deployment Web-Service Alliant Technologies (Tenfour), Morristown, NJ

Unified Communications Engineer 01/16 – 05/17

● Managed Cisco Unified Communications VOIP on premise infrastructure (Cisco Call Manager, Unity, Jabber, Expressway and endpoint phones) as Administrator.

● Advanced troubleshooting of call routing, call processing and dial plan architecture.

● Configuring and troubleshooting Cisco IP phones, Jabber and softphones.

● Performing UC server troubleshooting and diagnose CIMC and ESXI server system.

● Troubleshooting call handlers, Auto attendant and Voicemail issues in Cisco Unity.

● Creating technical process guide for the MACD’s and troubleshooting procedures to resolve UC issues.

● Configuring and Troubleshooting Call forwarding issues, Route Groups, hunt pilot, Route Pattern, Partitions and CSS in CUCM.

● Assisted in administering operational strategies for End of Life equipment, applicable hardware/software product roadmaps, including checking for PSIRTs and remediation of vulnerability management processes.

● Made changes to UCCX Script change and troubleshooted scripts.

● Assisted Transition team for cut over from POTS network to Cisco VOIP Networks and used BAT to perform Call Manager Deployment.

Alliant Technologies (Tenfour), Morristown, NJ

Network Engineer 07/14 – 12/15

● Responsible for providing technical support for Network and Unified communication related issues for various multinational companies.

● Working on MACD request in CUCM, Unity and UCCX server

● Worked closely with monitoring systems like SolarWinds Orion and Nimsoft to recognize node failures, troubleshoot network issues.

● Working with ISP carriers in troubleshooting client’s WAN circuits.

● Working on projects such as remotely upgrading IOS on routers and switches.

● Created traffic analysis reports based on traffic patterns and data transfer between nodes using Orion, nimsoft and Riverbed Steelhead.

● Physical Data Center Racking, stacking, cabling

● Managed Multiple Ticketing Solutions like Autotask and Remedy.

● Used NCentral to access customers’ ESXi servers for disk space management and remote desktop support.

● Worked with vendors for troubleshooting hardware issues along with processing of replacement requests. Stevens Institute of Technology, Hoboken, NJ

Graduate Assistant to the Dean 03/13 – 04/14

● Perform a variety of administrative tasks including Managing Office Organization, data entry and analysis, website development, creating expense Reports and faculty presentations

● Serving as the IT and Network Administrator for the Department, undertaking responsibilities such as setting up systems and troubleshooting network and devices

● Personal Assistant to the Dean’s Office and handled Daily Scheduling Responsibility

● Generated Expense Reports on MS Excel Spreadsheet and updated MS Access Database Education

Stevens Institute of Technology, Hoboken, NJ

● Master of Science in Telecommunication Management University of Mumbai

● Bachelor of Engineering

Certifications

● Cisco CCNA and CCNP

Achievements and Activities

● Student Organization Member of IGSA (Stevens Institute of Technology)

● Mumbai District Football Association Player

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