Uttam Kumar

Contact: +91-858-***-**** E-mail: adkcfx@r.postjobfree.com

Seeking Technical/Process based assignments with a growth-oriented organization.

Professional Synopsis:

A dynamic professional with an experience of approx. 11+ years in the highly tough environment.

Familiar with different process management according to ITIL standards.

Hands on Cisco Unified Communications Manager, Cisco Unity Connections, Cisco Unified Deployment Tool,

Presence, Emergency Responder.

Efficient in interacting with clients for following up on unresolved issues, analyzing and resolving problems, due-diligence, system study & analysis, ticketing, reporting, etc., effective in ensuring high-quality customer experience, analyzing & enriching customer satisfaction ensuring maximum uptime.

Basic understanding of Cloud Platform i.e. AWS; GCP & Azure

Aviatrix Associate Certified.

Organizational Experience:

Since Jan 2010-Oct 2011 Artek Enterprises Pvt LTd, Client - Northern Railway & Northern Defense, Network Engineer

Since May 2012 - Till now, Accenture Services Pvt. LTD, Client - Premium Global Client- Allianz all over Globe, App/Cloud Support Senior Analyst

Highlights:

Process Oriented skill:

Worked on trouble and ticketing management within the SLA (Service level Agreement).

Coordination with different service providers/vendors for different technical issues.

Comfortable with the different process as per ITIL standard.

Familiar with different management process like Service Request, Change, Service Operation, release etc.

Event Management (10%)

Incident Management (30%)

Change Management (40%)

Knowledge Management (15%)

Service Improvements (5%)

Technical Skill:

Hands on experience in CUCM, CUC & CUPS (8.X - 12.X).

User Acceptance Testing (UAT).

Familiar with Cisco 89XX,88XX,78XX, 69XX IP Phones.

Protocols-TCP/IP, UDP, OSPF, EIGRP, RIP, BGP, RIP V1 & V2, Static, SNMP, VLAN, VTP, STP, TFTP, VOIP, MGCP, SCCP, SIP & H.323.

Hands on CUSP; CUBE & TRANSCODER’s.

Hand on CUDT/UCDT (Cisco Deployment tool) for add/delete/modify phones, user in cluster as per requirement.

Configuration and troubleshooting of Dial Plan, Translation pattern & Route patterns.

Configuration and troubleshooting of Extension Mobility, Hunt group, Pickup Group, SNR & BLF.

Configuring and troubleshooting Jabber for MS Windows.

Resolve incident and problems, which can include managing break/fix service request.

Knowledge about Analog VG (202,204,224,248,310), CAC, E1 & T1 Lines (CAS and PRI, BRI), FXS, and FXO Trunk, Media Resources (MOH, Transcoder, MTP, Conference Bridge and QOS policy for voice and video.

Responsible for handling Voice related changes in the network.

Maintenance and Management of WAN links.

Proactive monitoring of Network using Network Management Tool – Zenoss/NNMi.

Locking and resolving the ticket using BMC tool (Remedy).

Extensive experience on attending meetings like ISP migrations, Incident Management, Change Management and Problem Management.

Ensuring the SLA’s of high priority/ business critical tickets are met, and tickets are resolved in a timely manner.

Troubleshooting CSS, Partitions, IP Phones, RDP, and Extension Mobility.

Configuring Voice-mails profiles for users in CUC.

Configuring Extension Mobility, Line Group, Hunt list, Hunt Pilot, Pickup Group.

Troubleshooting various Voicemail related problems.

Solving escalated issues by client.

Good knowledge of ticketing tool Remedy, Alarming tool Zenoss/NNMi etc.

Working on IMACD changes as raised by Service request team to configure settings for end customers.

Solving trouble tickets regarding CUCM, CUC and providing end-to-end Cisco IP Telephony support.

Solving Voicemail related issues-MWI, Alternate number, Greetings.

Good hands-on on CUDT tool to upload the devices in large number in quick time with accurate data.

Troubleshooting complex problems related to Hunt Pilot, Hunt List, and Line group, RDP, Voicemails and Boss-Secretary and provides a clean solution to end users.

Communicates effectively with different internal and external teams to make better understanding and helps cross team members to resolve the problem in much lesser time.

Troubleshooting network connectivity related issues between CE to CE in WAN

Providing knowledge transfer whenever required to the team.

Updating the SOP’s and other important documents as and when require

Identifies the root cause of problems and develops course of action.

Contributes ways to reduce resolution time.

Ensure 100% process adherence as per customer needs.

Exhibit standard level of verbal and written communication while interacting with customer (includes fault notes/customer calls, daily /weekly reports where applicable).

Timely and quality response to client requests.

Maintain timely, precise and adequate documentation in Incident work logs.

Exhibit excellent troubleshooting standards.

Tools based Skill:

Friendly with different Network Monitoring Tools like NNM-ISeries, IBM Tivoli, Solarwind IP monitor, BMC ITSM (Remedy), ZenŌss, BMC BPPM, EMC Ionix Network Configuration Manager, IPAM, etc.

Vendors: Colt, Cisco Smartnet, Cisco UcaaS, SFR in France, Fast web in Italy, BT, Verizon, Telstra others Telco country specific & service providers.

Accenture Services Pvt. LTD.

Allianz (Premium Global Client - Network Operation Centre)

Played a vital role in enterprise testing prior to production.

Associated with GNOC implementation and readiness.

Working for a Global Client and was associated with Global NOC as Voice Tier2 Engineer.

Assigned to handle different network and feature related voice issues for UCaaS Environment Clusters.

Associated with the different network and feature related issues of Voice.

Actively participated in different Change activities in improvising the service quality with different global providers and contractors on live bridge meetings.

Artek Enterprises Pvt. Ltd.

Northern railway (Network Management System)

Fault identification & Resolve

Direct interaction with client for Requirement gathering and analysis

Configure various network devices like router, LAN extender, modems & network switches.

Managing Cisco Routers (1841, 2811, 3845) with OSPF/BGP/EIGRP and Static Routes.

Monitor the network of northern railway at DRM office on Tivoli by IBM diagnosis the problem over phone & rectify them LAN & WAN both.

Install new location for communication between Delhi-NCR railways station to DRM office New Delhi.

Northern command (Network Operation Centre)

Monitoring Network Devices

Direct interaction with client for Requirement gathering and analysis.

Work on HP open view: solar wind IP monitor, NNMi-series

Responsible for implementation, deployment and administration of Network management tools. (HP NNMi, ISPi, Solar wind IP monitor.

Proactively monitor systems for optimum performance and capacity constraints.

Investigate Network related issue and co-ordinate with concern team for resolution.

Make Schedule for change Implementation.

Raise request for changes.

Follow change and Incident ticket for better network Management

Plan for new implementation and changes in Network.

IP Planning for new coming sites and servers

Preparing week and month end reports.

Academics:

2008 B.Tech in Information Technology from IEC-CET, Gautam Budh Nagar (UPTU), with 61%.

2003 Senior Secondary School from K V No.-2 Delhi Cantt Delhi, with 60%.

2000 High School Certificate from K V No. -1 JRC Bareilly Cantt, Bareilly, with 64%.

Certifications:

Cisco Certified Network Associate (CCNA) 640-802 certified.

Introducing Cisco Voice and Unified Communications Administration (ICOMM v8.0) (CCNA-Voice) 640-461 certified.

Implementing Cisco IP Telephony & Video, Part 1 (CIPTV1) 300-070 certified.

Implementing Cisco Video Network Devices, Part 1 (CIVND1) v1 210-065 certified.

ITIL foundation 2014 Certified.

UCCE/UCCX Training 2018.

AWS/GCP/Azure Training in 2020.

Aviatrix Associate Certified 2020

Achievements:

Awarded for Team Delivery Excellence 2013

Awarded for Team Delivery Excellence 2014.

Recognition for Infrastructure Services Encore Awards Received 2017.

Recognition for Infrastructure Services Encore Awards Received 2018

Personal Details:

Nationality: Indian

Date of Birth: 04th May 1986.

Sex: Male

Address: RZ- 115, Kashmiri Colony, Najafgarh, New Delhi-110043

Linguistics: Hindi & English.

Passport Detail: N6168724

Declaration:

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the above-mentioned.

Place:

Date: (Uttam Kumar)

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