Cisco Call Centre

Vishan Serrattan

*** ********* ***** ******** ******* L6V 3S5 C: 647-***-**** Alt: 647-***-****

E: *.*********@*****.***

Introduction

Networking Specialist with 15 years work experience including 6 years at a management level; responsible for the management and support of network infrastructure, domain, network security, and communications. Organized with a proven ability to quickly adapt to complex and dynamic environments.

Work Experience

Lead Administrator Information Technology

National Credit Recovery Inc - NCRi

Contactpoint360 – CP360

January 2014 – Present

Networking

Designed and deployed remote VPN connections for remote access within 2 days for over 300 users across North and South America due to COVID-19 pandemic allowing business functions to operate at normal.

Project lead to design, implement and maintain Information Technology Department for new Call Centre in Colombia due to new business operations expansion

Managed global project for Enercare’s IVR Project; Configured a Cisco 3800 router and WatchGuard Firewall both running OSPF, along with 4 Cisco 4849 switches while providing accessibility to all end-user applications for all 200 users

Transitioned over 300 users across North and South America onto MPLS networks allowing access to client systems, and centralizing access to company resources; ordering, configuring and deploying Cisco switches and routers to multiple locations.

Prepared Cisco router equipment by configuring Cisco 3800 router and Cisco 4300 models to be used as extensions to Bogota office in Columbia

Installed CAT6 and CAT5e cables from server room terminating connections at newly installed workstations for Voice and Data

Implemented technical solutions to enhance VPN inter-branch connections to enable full business functionality for multiple branches

Hands on troubleshooting skills related to network LANs; IP, DHCP, DNS, FTP, SMTP, IMAP, VLANS, as well as WANs; OSPF, EIGRP, BGP, Redistribution etc

Established enhanced LAN security on a company basis by improving system monitoring ability

Working knowledge of SONET and DWDM networks

Telephony

Responsible for all telephony and IVR systems in-house and through third party vendors and software; TCN, Global Connect, LiveVox, PureCloud (ININ), CallShaper, Vicidial and InContact initiating SMS and email communication broadcasts ensuring daily campaigns are run efficiently and on time

Responsible for creating and updating all employee extensions, user rights, hunt groups, ring types (collective, rotary, sequential), short codes, and logins maintaining change log document for Avaya systems across all 3 call centre sites

Enabled QoS to prioritize voice traffic and analyse voice tagging using WireShark

Designed and managed different incoming call routes to various endpoints including, extensions and hunt groups, IVRs and conference bridges

Automated the backup of call recordings as well as distributing call records daily to managers monitoring overall department productivity

Management

Create policies and procedures to maintain compliance standards within I.T department ensuring proper documentation is readily available for auditing reviews by internal and external third-party vendors

Hiring/Interview experienced on-boarding new team members; evaluating current skills and developing candidates into company success stories

Able to resolve all tier (First, Second, and Third) issues through FreshDesk/Freshservice managing 4 sites, 300+ users; ensuring tickets are processed and resolved within company SLA’s

Vendor management including CDW Canada, CNB Computers, Simpson Telecom, Allstream and Convergia

Governance and Control experienced by conducting daily, weekly and monthly internal audits within I.T Department to identify and eliminate any security gaps minimizing compliance violations

Administration

Configured O365 with Microsoft Azure AD Connect and Active Directory for email services company wide

Configured Microsoft WSUS to MS and created a downstream server in order to service updates to all machines within forest

Working knowledge of VMware; creating images of Windows Servers, XP, 7, Ubuntu and other special applications such as PaloAlto, Juniper and F5 for training and evaluation

Accountable for maintaining all servers, PC’s, routers and switches, phones, and monitors, printers, mail equipment, fingerprint devices and magnetic locks

Database & Automation

Daily file management using Microsoft SQL, uploading new records for staff to work via MS Access and exporting information end of day to client

Scripted manual processes by creating batch files which eliminated the possibility of human error as well as save time on daily processes; dialler and email campaign uploads, assisted with client systems and other department processes.

Co-design SharePoint allowing for clients to log in and track sales information for TPV process

Technical & Operations Team Leader Call Centre

Total Credit Recovery Ltd.

Global Credit and Collections

January 2011 – January 2014

First point contact for all technical inquiries as well as troubleshooting department programs; Interactive Intelligence, MS Outlook, CUBS, and IE Browser

Responsible for creating and maintaining logs on excel to track business statistics as well as submitting daily, weekly and monthly projected reports

Resolving escalated calls through active listening and critical thinking on card holder’s financial situation; finding opportunities/solutions to assist bringing accounts out of delinquency

Education

Certifications:

Cisco Certified Network Professional Completed 2015

Microsoft Certified Technology Specialist Completed 2013

Cisco Certified Network Associate Security Completed 2012

Cisco Certified Network Associate Voice Completed 2012

Cisco Certified Network Associate Completed 2012

Cisco Certified Entry Networking Technician Completed 2012

Training Completed:

Google IT Support Pro. Completed 2020

Cisco Firepower Completed 2020

F5 Completed 2020

VMware Completed 2020

ITILv4 Completed 2019

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