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CCIE certified Cisco collaboration engineer experienced in designing and implementation of Cisco UC applications. Extensive background in Cisco collaboration architecture and implementation with specializations in UCCE, CVP, Voice Gateways, CUBE, CUC, CUCM, UCCX, IM&P.
CUCM and CUC 8.x, 9.x, 10.x, 11.x, 12.x
Cisco WebEx Meetings, WebEx Calling, WebEx Video Devices, WebEx Contact Center.
Cisco IOS Routers 29XX, 39XX, CSR 1000.
UCCE components ICM, AW, CVP, CUIC, VVB, Finesse.
Telepresence components TMS, VCS, MCU, Expressway, Video Endpoints.
Well versed with protocols SIP, H.323, SCCP and MGCP.
Cisco UC/UCCE on UCS. Experience with virtualized Cisco UC applications using VMware.
Operations Manager November 2018 - Present
Capgemini India Pvt. Ltd. Noida, Uttar Pradesh
•Planning projects implementation and delivery for Global Telephony and Contact Center Team.
•Coordinating projects with customers and other technology teams for the best customer satisfaction and timely delivery.
•Work on escalations from the team, both technical and customer escalation.
•Implementing new features and functionalities within Cisco Solution.
•Working on UCCE/UC Implementation, Migration & Upgrade of multi cluster shared infrastructure that consist of 80+ customers.
•Configure ICM scripts, CVP dial plan, Agents and IP Phone related Configuration.
•Responsible for performing Root Cause Analysis (RCA), identify configuration Issues and workaround guidance to get the Customers up and running quickly.
•Designed and deployed Cisco Call Studio script for Outage message recorder, Courtesy Call back and board number.
•Successfully upgraded and migrated PCCE servers from version 10.5 to 11.6.
•Analyze Cisco UC and UCCE logs while troubleshooting issues.
•Single handedly installed and configured Duplex UCCE Lab infrastructure that include all UCCE components Router, Logger, PGs, AW, VVB, Finesse, CUIC, CUCM, Unity Connection and CVP.
•Working knowledge of WebEx Contact Center and Amazon Connect.
•Engage with BU, TAC, OEM, and other Vendors.
Consultant Network Voice January 2017 – November 2018
Convergys India Pvt. Ltd. Gurgaon, Haryana
Part of the engineering team that implement voice solution for different clients on HCS infrastructure.
Worked on Cisco HCS infrastructure that include UCCE environment and provide implementation and support related to CUCM, Unity Connection, Voice Gateways, CUBE, UCCE, ICM, CVP and CUIC.
Configuration of Agents, Skill Groups, Teams, Labels, Call Type, Bulk Insert, Precision Routing, Device Profile, Extension Mobility, IP Phones, Users etc.
Configure and troubleshoot any issues related to CUBE, VXML Gateway, and CVP.
Familiarity and exposure to SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis.
Create, correct and edit ICM, VRU scripts, Micro apps, ECC variable and User variables.
Network Engineer April 2015 – January 2017
Cisco TAC (Aricent Technologies) Gurgaon, Haryana
Responsible for picking priority cases within SLA and troubleshoot various Cisco UC products including CUCM, Unity Connection, Voice Gateways.
Handle customer’s escalations recreate customer’s network scenario in lab and provide practical resolution thus maintaining a higher satisfaction rating.
Configuration and Troubleshooting Unified Messaging/Single Inbox, Call Handlers, MWI, Digital Networking, Upgrade, Replication issues.
Analyze the Traces and Logs to troubleshoot different scenarios and finding the root cause.
Co-ordinate with the global network backbone team to report and document of new bugs found during troubleshooting, find fixes and work-around.
Senior Analyst April 2013 - April 2015
HCL Technologies Noida, Uttar Pradesh
Multi cluster environment including EMEA, APAC and US region.
Installation and configuration of CUCM, CUC and Voice Gateways.
Configure Dial plan with calling restrictions by using a combination of Route Patterns, Calling Search Spaces, Partitions, Button Templates, Translation Patterns, Dial-Peers, Translation Rule and Translation Profiles.
Migration of sites from CME to CUCM.
B. Tech - Electronics and Communication June 2008 – June 2012
Jamia Millia Islamia New Delhi
CCIE Collaboration (No. 53689)
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Place: New Delhi Mohammed Kamil