Swadeep Kumar Thota

Mobile: +1-972-***-**** Mail ID: adkq09@r.postjobfree.com

Skills

●Network Voice Operations

●Cisco IP Telephony Network

●IVR/Contact Center

●VOIP Protocols

●TCP/IP Protocol proficiency

●Routing & Switching

Education

●Master of Business Administration-

H.R & I.T

●Bachelor’s in Technology-

(Computer Science & Information Technology).

Certifications:

1. CCNA-Collaboration.

2. Deploying Cisco Unified Contact Center Express.

Profile Summary

●Cisco Voice Engineer having 7+ Years of extensive experience in Voice Engineering and expertise in Cisco Unified Communications Manager (CUCM), Call Manager Express (CME), Cisco Unity Connection, Cisco IM&P, Cisco Unity Express (CUE), voice gateways (MGCP & H323) and voice applications.

●Experience in implementing CCM, CUCM 7.x to CUCM 11.5.1 & CUC 7.x to 11.5.1.

●Hands on experience in configuring Cisco Voice Gateways, Cisco Unity Connection, Cisco Emergency Responder.

●Working experience of ISDN, PRI & T1 connectivity.

●Familiar with managing Cisco Unified Call Managers, UNITY voicemail systems, H323 and SIP voice gateway, LAN/WAN and System Integration

●Strong understanding of Cisco Unified Communication Dial Plans, Translation Patterns, Route patterns.

●Strong understanding of VoIP issues and mitigation strategies.

●Proficient with various applications, services and network management tools including FTP, Telnet, DNS, DHCP, Network Monitor, Wireshark, and Translator-X etc.

Technology Summary

•Voice Products/ Technologies: CUCM, Unity Connection, Cisco IM&P, Jabber, Cisco IP Phones, Voice & PSTN Gateways-VG 224, 310, 350 (MGCP, H.323), SRST, IVR, Call Manager Express.

•Networking Protocols: LAN/WAN, IP mapping, DHCP, DNS, TCP/IP, VPN, Routing & Switching.

•IP Telephony: SIP, H.323, RTP, MGCP, Codec, TCP/IP & ISDN PRI.

•Hardware: Cisco Catalyst Switches (6500, 4500, 3750 - PoE series), Cisco Routers (3800, 3900 & 4000 series), Cisco Media Convergence Server (MCS), Cisco 7965, 8861, 8831 & 9971 IP Phones.

•Operating Systems: Windows 98, 2000, XP, Vista, Win7, Win XP (Pro.), Windows 8 &10.

IVR/Contact Center Administrator May 2019- Till date.

Ampcus Inc-(Client: Federal Govt.) Chantilly, Virginia.

●Install, configure, and manage Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Contact Center components for VoIP.

●Develop a detailed analysis report of the existing VoIP infrastructure, including development of reports to include the configuration of the new servers, software Configurations, routing models and user credentials for administrators and power users.

●Develop operational support documents with details about daily monitoring activities, log file evaluation process, incident analysis, issues escalation strategies and standard incident management practices for the servers and VoIP software.

●Develop and review upgrade plans and discuss any inaccuracies or issues that impact the current customer service and call center operations.

●Elicit detailed functional and non-functional requirements for VoIP and call center consolidation from the customer.

●Evaluate existing Communication manager, VoIP, SIP, phone, and network infrastructure.

●Assess and evaluate the existing call center and Interactive Voice Response (IVR).

●Daily monitoring and analysis of IVR system performance, log files for incidents/anomalies, security incidents/errors and resource utilization.

●Develop scripts for extracting metrics data, including call routing delays, options selected by customers and dropped calls from the IVR system log files.

●Plan and design the consolidated toll-free issuer support phone numbers and IVR configuration.

●Document the design of the recommended configuration including hosting environment and infrastructure.

●Monitor the hosting environment and infrastructure to identify unauthorized changes being introduced to the environment and the impact of those changes to the IVR system.

●Develop a plan for consolidated two or more IVR routing models, leading to a consolidated help desk and call center.

●Develop, configure, and maintain call distribution queues to the appropriate help desk personnel including features such as (automated call distribution with skills-based routing, least-busy, round-robin, primary/backups, etc.)

●Configure IVR to identify callers automatically and pre-populate the ticketing systems.

●Support integration of IVR and customer ticketing system with assistance from service desk subject matter experts.

●Develop and review system testing/acceptance criteria, change control methodology and business continuity plan.

●Develop and track call center metrics include calls by option, dropped calls, abandoned calls, and others agreed to with stakeholders.

●Operational support for Cisco Call Manager, Call Center Operations, and service desk integrations.

●Develop documentation for VoIP, IVR, call center operations and service desk.

●Review the upgrade plan and discuss any inaccuracies or issues that impact the upgrades.

●Perform client readiness assessment and develop plans for IT administrators, call center agents and service fulfillment team members.

●Conduct training for call center and customer support representatives on the phone tree routing changes, along with call management and configuration changes.

●Develop training on integrating ServiceNow to call management processes and deliver ServiceNow-to-call management process integration training to all stakeholders involved in service delivery.

●Develop operational manuals, user manuals and training documents for IVR configuration, system management and daily performance monitoring.

●Deliver metrics data and performance reports to the project lead for consolidated monthly report generation.

Voice operations Engineer. Nov 2018- May 2019.

BestBuy- Richfield, Minnesota.

Working as onsite voice engineer wherein my day-to-day duties includes:

●Monitoring the voice systems – CUCM (10.5.1 & 11.5.1), CUC, IM&P, UCCE & Voice Gateways (310) through RTMT and SolarWinds and work on the issues if any.

●Monitoring the real-time voice traffic through Palladion Enterprise tool (Oracle).

●Using Calabrio for agent call recording and working with vendors on issues encountered.

●Troubleshooting Retail sites if they encounter any issues with IP phones (79xx, 8811 & 8851) and voice gateways (VG310).

●Configure the Voice gateways & phones for the stores.

● Using Service-Now as a tool, working on the incident tickets and service requests.

●I am part of a call center centralization project where agents are migrating from Avaya platform to Cisco UCCE and Jabber, my role is to provision agents with Jabber CSF profiles, installing VXME client on hardware client, configure users & device associations. Agents are using Breeze as a desktop interface.

●I am responsible for day 1 support, working on Jabber issues and working with the ICM team on provisioning/deleting and skilling agents.

●Using CUIC tools to create Real-time reports, Historical, agent and skill group reports and provide them to the team as required.

Network Voice Operations Engineer. June 2016- July 2018

FreddieMac - Reston, Virginia

●Environment & Hardware/Tools:

Worked on clustering over WAN Voice environment which includes Cisco Unified Communications Manager Ver. 11.5.1, Cisco Unity Connection & Cisco IM & Presence Ver.10.5.2 & 11.5.1, UCCX 11.5.1, Voice Gateways -VG224 & VG350 & Cisco ISR 4431 & 4451 series, CUBE and VOIP troubleshooting tools -RTMT, CDR, Wireshark and Translator-X.

Worked on VoIP endpoint Configuration & Troubleshooting for Cisco hard phones 7965, 8861 & 8831 and Jabber 11.8.4 & 11.9.3 to meet site specific environmental requirements.

●Provide day to day support including working on Incidents, Tasks and Service Requests associated with the Voice system.

●Was part of UC deployment project and managed approximately 3k+ Cisco IP phones, 9k+ Jabber (Ver. 11.8.4) profiles, Cisco IP Communicator Configuring, addressing, and resolving issues at corporate and remote site locations.

●Worked with the UCCX implementation team to install, build agents, and assign roles to them. Have done basic UCCX scripting.

●Worked with Cisco TAC on issues/bugs encountered, follow-up on cases, worked with the team to implement patches/upgrades if any (with proper approval and change ticket) and worked towards RCA.

●Have done CUCM and IM&P upgrades from 11.5.1 SU03 to 11.5.1 SU04 as we were having IM&P high CPU utilization issues which were caused by Cisco bug.

●Upgraded firmware for Cisco PSTN and Voice gateways and software patches on voice servers, when applicable.

●Familiar with Red Sky E911 manager, ISI Billing and Reporting.

●Worked on bulk importing the Jabber profiles and Voice Mail boxes.

●Recent experience with SIP Trunking.

●Tested Voice applications and tools on WIN10 platform and worked with Windows team to resolve the issues which we have encountered.

●Configured Riverbed Monitoring tool & setup Dashboards for Voice environment to Monitor, run reports, health checks and resolve capacity and performance issues to ensure uninterrupted service.

●Worked with windows team on Windows 10- VDI project, installing Jabber 12.0 & VXME Client on HVD and VXME Agent on Thin Client and testing Jabber functionalities.

●Documents and maintains processes for Implementation and Maintenance activities.

Solutions Engineer-Voice Sep 2015 – May 2016

State of Michigan-DTMB, Lansing, Michigan.

●Call Manager Migration project from CM 7.1.5 to CM 10.5.2 wherein I oversee building configuration on the new platform.

●The Call Manager consists of 300+ sites and I have configured the following:

oCall Manager Configurations / Dial plan for sites including Dial-peers, Route group, Route List and Route Pattern configuration.

oRegions, Locations, Device Pool, SRST Reference, CSS and PT, Conference Bridges, MRG & MRGL.

oMGCP Gateway and SIP trunks.

oTranslation patterns for local and internal 7 digits and 10-digit dialing for sites.

oHunt Group Configuration - Hunt pilot, Hunt list and Line groups.

oCall pickup groups.

oCDR analysis and reporting, and Call Center Agent ID and phone setup.

oBulk importing phones and lines via BAT including speed dials and BLF if needed.

oEnd users and associating phones and lines.

oBulk import voicemail users into unity via BAT.

oPLAR configurations.

●Involved in Site Audit work wherein I am responsible for below tasks.

oUpdating Device Descriptions & User Device Associations.

oReviewing Translation Patterns.

oEnsure IOS Gateway Transcoder and Conference Bridge Resources are added and registered.

oDSP Farm Resources: Eliminating unused codecs and maximizing DSP usage.

oDial-Peer Remediation: Updating the preference for the Dial-peers to CUCM and CUC & making sure Dial-Peers pointing to Unified CM have ping-keepalives.

●I am also involved in testing voice functionality for the site once the configuration is complete. It includes Inbound & Outbound calling, Internal calling between sites & SRST. Also involved in the testing two-way audio MOH, auto attendant and voicemail functionality.

●I am part of Day 1 support after migration wherein I will be troubleshooting issues with phones and lines. Also involved in the MACD process if required. I take care of any troubleshooting and changes needed in Voicemail profile and AA caller input options.

IPT Support Engineer Oct 2014 –Aug 2015

Ascena Retail Group Inc. Columbus, OHIO.

VoIP and Cisco Unified Communications: Troubleshooting and support of CUCM-Cisco Unified Communications Manager and Cisco Unity Connection.

●Implementation of IPT, CUCM 10.5, Unity 10.x and integration between Unity and CUCM, Phone/End User installation using BAT and TAPS.

●Implement Features: Single Number Reach, Extension Mobility, Hunt & Auto Attendant.

●Day to day troubleshooting and maintenance of IP Telephony Environments.

●Responsible for reactively monitoring customer IP Telephony and Call Managers to provide remote troubleshooting.

●Day to day operations and support for CUCM, Unity and CER.

●Resolve complex customer voice /Collaboration related tickets.

●Worked with remote offices to implement their new VoIP phones and Unity Voicemails.

●Responsible for VOIP infrastructure including Cisco Call Manager (8.6, 10.5), Cisco Unity 10.5.

●Manage all PRI / T1/ FXO /FXS circuits for all entire VoIP infrastructure.

●Troubleshoot Cisco Unified Communication Solutions including call processing, Voice gateways and LAN/WAN infrastructure.

●Monitored Call Manager, UNITY voicemail and IVR.

●Installed and configured Cisco IP Phones 7960, 7962, 8945, 9971 and IP Communicator.

●Resolved network connectivity issues; determined root causes.

●Troubleshooting using debug, traces, CDR Records and Real-Time Monitoring Tool (RTMT).

●Experience on working with Cisco Voice Gateways – MGCP and H.323.

●Implementation and Configuration of SRST, AAR, Unity / Unity Connection VM, Mobile Connect, Extension Mobility, Music on Hold, Conferencing, Dial Plans etc.

Network Voice Engineer, Aug 2012- Aug 2014.

Tvisha Technologies Pvt Ltd, Hyderabad, India.

●Provided Tier1 support to users utilizing Cisco Call Manager and Cisco Unity 7.1/8.5.

●Managed and Maintained Analog fax lines, Voicemails, Auto Attendants, Phone setup and Alarms/Alerts.

●Provisioned and Supported Existing infrastructure of Cisco Voice Adds, Moves and Changes to Voice Gateways, CTI Agent, T1 PRI’s, and Call Routing.

●Supported and Trained Users on Voicemail Products and Phone Features.

●Tested end to end (VoIP) calls flows on VOIP network for the customers.

●Troubleshoot call routing issues using debugs and traces to identify and correct issues.

●Have worked on MGCP, SCCP and H.323 protocols.

●Worked on troubleshooting and updating systems for hunt groups and Auto Attendants.

●Update and close tickets, documentation on tickets and track issues to completion.

●Managed day-to-day client and internal service requests and documented all services performed.

●Have knowledge of CME, Gatekeeper and CUBE Gateway functions.

●Maintained support documentations including support guides, knowledge base articles, procedures, and online customer information.

Associate Network Engineer, August 2009 – Oct 2010.

Logic Systems, Hyderabad, India.

●Installing, supporting, and maintaining new server hardware and software infrastructure; responsible for setting up user accounts, permissions, and passwords.

●Worked with Routers and Switches and troubleshooting hardware on need basis.

●Planned and configured routing protocols such as OSPF, EIGRP, RIP, and Static Routing on the routers.

●Upgrading IOS, troubleshooting network outages.

●Upgrading DHCP to automatically assign reusable IP addresses to DHCP clients.

●Planned and configured the IP addressing for the client’s network.

●Worked on Cisco Layer 2 switches (spanning tree, VLAN) Configuring STP for switching loop prevention and VLAN for data along with port security for users connecting to switches.

●Implemented NAT solutions on Cisco routers.

●Responsible for installation, administration, and testing of network servers, operating system, software, hubs, routers, switches, cabling, and other related network components/equipment under the guidance of the Network Engineer.

●Assisting Network Engineer with developing, monitoring, and implementing network security procedures for safeguarding all networking systems.

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