Technical Support Help Desk
Resume:
Azizul Sarder
Email:************@*****.***
AREAS OF EXPERTISE
RELATED EXPERIENCE
UCCE (Cisco Unified Contact Centre Enterprise) Support (4+ Years)
System Administration and Technical Support (6+ years)
Documentation (1+ years)
Client services (5+ years)
Help desk Operations (5+ years)
Skilled and Experienced in Linux, LAN, SAN and WAN Environment
UCCE Deployment and Configuration with CVP Integration (4+ Years)
CUCM Deployment and Configuration (4+ Years)
MS Team Collaboration: Administrator, Support, Chat, Team, Voice conference, IP Telephony such as MS Calling plan, Operator connect, Direct Routing, Auto Attendant,Queue
WebEx CC: Administration, Configuration, Management, Troubleshooting, Design and Scripting.
Working Experience with VMware ESXi Server/Workstation and vCenter
Seeking a position as a team-player in an IT services organization where I can maximize my client-service experience and utilize my skills in a challenging environment to achieve the corporate goals
Operating Systems: Windows NT/XP/Vista/7/10, Windows Server 2012 and Linux Software: MS Office 2016, Visio, Multimedia editing for Windows, MS Project Networking: LAN Management using Cisco Switches, Routers and Directors over FC and IP
Programming: C/C++, Assembly Language, SQL/Microsoft Server, Language MS Access 2016, MS Excel 2016
& Database
Other Software: SharePoint, BEA WebLogic, Apache Tomcat, AutoCAD, MATLAB,
& Web Application PSpice, SSH, FTP, SAP, CITRIX, VMware Senior Enginer: Servion Global Solutions(Client: Texas Children Hospital), Houston, Texas. Present Job( From July 2021):
Setup and Support EU for Cisco Phones, Analog phone, Cisco Finesse, Business and Call center CM, Unity connection, Voice Gateway, VG224, VG310.
Support and troubleshooting of UCCE components like ICM, PG, Logger, Router, jtapi,
Intermediate support of Calabrio and Acqueon for the onsite and remote user Tech Lead : Infosys Ltd : (Long Beach, California, Sept 2019 - July 2020): PROFILE AND SKILLS SUMMARY
Azizul Sarder
Te1:281-***-****
Email:************@*****.***
Add/Remove and modified of Phones and Agents in the in UC/UCCE Server
Add/Remove and modified script, Change the IVR, Modified and upload prompt in the respective media server according to client's requirement.
SQL Query and troubleshooting the Call Flow, Created and modified the Logical Call Flow in UCCE environment.
Responsible for Manage and support of CUCM, CUC, CMS, UCCE, Voice Gateway using protocol MGCP, H323 and SIP
T1 and FXS cards and configured PRI with respective port
Managing, Maintaining and solution of UCCX related issue
Manage and troubleshooting UC, Voice Gateway and daily trouble tickets.
Associate Consultant: HCL America (Catholic Health Initiatives): Lexington, Kentucky, USA (June 2018- Sept. 2019)
Deployment, Integration, Implementation and support of CUCM, CUC, UCCX, Voice Gateway using protocol MGCP, H323 and SIP
Installed T1 and FXS cards and configured PRI with respective ports.
Deployment of VoIP and Analog phones lines for VoIP and Analog Phones, FAX and Credit Card Machine lines.
Configured Dial Plan such as Translation Pattern, Route Pattern, Route Group, Route List, Device Pool, SIP Trunk, SIP and H323 Dial Peer, Media Resource.
Migrated PBX Mitel, Nortel, Avaya system and deployed with Cisco Cluster using Cisco Voice Gateway, VG224, VG248 and FXS/FXO ports.
Created proper diagram and design documentations for troubleshooting and future references.
Network Voice Specialist: Eclipse Technology Solutions: Mississauga, Canada (Jan 2018- May 2018)
Upgraded CUCM, CUC, IM and Presence, UCCX from 10.5 to 11.5, backup and restored.
Dial Plan, ACD, Translation and Transformation pattern, Gateway such as MGCP, H323, SIP, CUBE
Configured DSP Resources to register the Cisco Router as Conference Bridge & Transcoder for MeetMe Conference.
SRST in CUCME was deployed in order to provide site redundancy in case of WAN/CUCM Failure. Local call and Internal call ls were preserved
UCCE Engineer: Millennium 1 Solutions: Toronto, Canada (Feb 2017- July 2017)
Provided Cisco UCCE 11.5 with Finesse Upgrade, Deployment, Configuration, Troubleshooting for various corporate clients
Deployed and Build Cisco Unified Contact Center Enterprise for Customer Voice Portal
(CVP) and Verint Environments support and manage.Performed Cisco CUCM 11.5 Deployed, Configured, Troubleshoot for various Clients. Azizul Sarder
Te1:281-***-****
Email:************@*****.***
Troubleshoot basic Linux OS and Root of CUCM Linux platforms
Setup and configured Cisco Switches for IPT
Configured and Troubleshoot all IP phone models and Voice/ Video endpoints registered with CUCM with Cisco Unity Connection and Presence Server.
Installing and Upgrading CUCM, CUCME and UCCX servers
Configured and Troubleshoot Infrastructural Protocols; SIP (VoIP), Q.931 (ISDN), TCP/UDP, RTP, DHCP, DNS, TFTP, NTP, PoE, Voice and Data VLAN
Create, test, and troubleshoot Skill Based call routing scripts
Voice Engineer:
ServNet Inc: Toronto, Canada (Aug 2016- Jan 2017)
CUCM 10.5, Pub and Sub, CUCME, Unity Connection, IM and Presence, UCCX, MGCP, H323, SIP, CUBE using Router 2901, 3945, ISR 4331, 4351, 4431 etc.
Configured Cisco 2911, 2901, 3945, Routers to act as Redundant Voice Gateway using SIP.
Deployed Cisco Unified CUCM 10.5 in Multi Cluster Environment and used SIP Trunk to integrate clusters from two remote location
Configured Device Pools, Region, and Location to meet site specific requirements
Customized Dial plan to meet Globalization Number Format with Plus Dialing.
Configured DSP Resources to register the Cisco Router as Conference Bridge & Transcoder for MeetMe Conference. Used Cisco Unity Supervised Transfer to control name announcement
Upgraded CUCM, CUC, IM and Presence, UCCX from 9.xx, 10.xx, 11.XX, backup and restored.
Dial Plan, ACD, Translation and Transformation pattern, Gateway such as MGCP, H323, SIP, CUBE
Voice Engineer:
UC Collaboration: Toronto, Canada (June 2013- July 2016)
System administration and management of the Contact Centre environment including Cisco VOIP (PCCE/ICM Version 10.5) and Interactive Voice Response systems (IVR) as well as Customer Voice Portal (CVP) for top Canadian Financial Institutes
Administrated various systems, configuring moves, add & changes (MAC) for the contact center environment with support and troubleshoot of CTIOS/Finesse
Performed IP DIALER administration, configuring and troubleshooting
Customized stock reports and created dashboards using Cisco Unified Intelligence Center (CUIC) administration and troubleshooting Provided 24/7 operational support for UCCE on rotational on call duty
Administrated regularly scheduled installation of MS/UNIX patches and Cisco ES
(Engineering Specials)
Proactively ensuring Call Center (UCCE) application resilience
Worked with team for the management and support of incidents and assisting with resolution and root cause analysis (RCA) within SLA timeframe
Interfaced with clients and vendors to assess telecommunications and contact center requirements and troubleshoot problems to resolution
Worked with onsite remote staff as applicable and other members of the team in the delivery of voice and contact center services
Azizul Sarder
Te1:281-***-****
Email:************@*****.***
EDUCATION & TRAINING
Key Current Certifications:
REFERENCES:
Participated in synchronization and implementation of Disaster Rule Plan (DRP) for call center operations annually
System Administrator
NexGen Data Solutions Inc, Toronto, Canada (Jan 2007- May 2013)
Hardware and Software installed, configured, troubleshoot and maintenance.
Created domain account, domain management and maintenance Network printing,
Designed and optimized Network performance and security installed and maintained.
Troubleshoot and recovered of Profile, account maintenance and domain management,
Implemented and maintained of LAN and WAN
EDUCATION:
Masters of Science in Computer Science. (Aug.1995) Technical University of Sofia, Bulgaria.
Bachelor of Science in Computer Science. (Aug.1991) Technical University of Sofia, Bulgaria
EDUCATIONAL EVALUATION:
Master of Science in Computer Science (Nov.1998) University of Toronto, Toronto, Canada
CCIE Collaboration (Written)
CCNP Collaboration
CCVP Cisco Certified Voice Professional
CCNA Collaboration
CCNA R&S
CCNA Wireless
MCSE Microsoft Certified System Engineer
ITIL Foundation
MS Team Collaboration
Available upon request
Contact this candidate