Contact Center Communication Manager
Resume:
Azhar Husain
Tel.No. 586-***-****
Email. *****.**********@*****.***
Career Profile:
• To pursue a challenging position in the field of VOICE/NETWORKING Support which allows the opportunity of utilizing my abilities developed through my 10+ yrs. of IT experience and education, will aid in the Company’s achievements as well as my professional growth based on performance.
• A team player with excellent communication and organizational skills, flexibility, creativity, and exceptional analytical and problem-solving skills.
• Excellent problem-solving skills and the ability to work well under pressure.
• Ability to prioritize work and to do multiple tasks simultaneously. Technical Skills
• IP Telephony: Cisco Unified Communication Manager (CUCM), Cisco Unity Connection (CUC), Cisco Unified Communication Manager Express (CUCME), Unified Contact Center Express (UCCX), Cisco Unified Presence Server (IM&P), Cisco Emergency Responder (CER), UCCE, Cisco Prime Collaboration, Finesse, CAD, VMware servers, Oracle/Sonus SBC, Cisco room kit plus, Cisco Telepresence, Cisco/Tandberg, Office 365, Skype, MS Teams, Cisco gateways (MGCP and SIP), Routers, VG224/310/450, SIP, CUBE, Gatekeeper, SRST, Cisco UCS B and C series, VCS-C/E, Collaboration- Jabber, Webex Polycom, Akkadian/Starfish Provisioning, RedSky e911, eFax, Active Directory
• Network tools: Cisco Prime, Infoblox, NNM. MRTG, Spectrum Analyzer SolarWinds, Net Scout, Wireshark Pingploter, Cisco Wireless LAN Controller 55XX and LWAP, FortiGate3700, Fortinet900D etc.
• IP Phones: 69XX, 79XX, 89XX, 99XX, Cisco IP Communicator, Cisco Jabber client.
• Protocols:. SIP, MGCP, RTP, TCP/IP, OSPF, EIGRP, SDWAN.
• Cisco Routers: Cisco ISR2K/3K/4K Routers (Voice Gateways), FXO/FXS analog ports, etc.
• LAN Switches: Cisco Catalyst 3K/4K/5K/6K and 7K series switches, Cisco ASA, Cisco Meraki Professional Experience
Intelligent Solutions Group 04/2022 – Dated
Senior UC Engineer
• Providing support for L.A. Care Health Network in California.
• Expertise in Support, Build, Migrate, Cisco Unified Communication Manager Infrastructure of CUCM, Cisco Unity Connection, Cisco Jabber, IM&P, Cisco Voice Gateway (SIP, H.323), CUBE, Fax and IP phones, Skype as phone, Webex Control Hub.
• Designs, implements, develops, and maintains Webex Connect, WebEx Calling, and Webex Meeting applications and integrations.
• Design, perform, and troubleshoot scripting alterations on call routing and prompting change.
• Contact Center agent administration, Moves, Adds, Changes, and Deletions for agents and assigning appropriate skill sets, CSQ setup, and reporting on existing Cisco Contact Center Express (UCCX) deployments.
• Managed and migrated Cisco room kit plus, Cisco Telepresence Video Conference Solution from CUCM to WebEx.
• Integration of the Cisco Unified Communications to the Polycom Video Conference Solution
• Troubleshoot and resolve voice and video infrastructure problems and guide junior staff members during the troubleshooting of non-level P1 and P2 problems.
• Monitor incoming and outgoing eFax transmissions. Maintain confidentiality and security of faxed documents.
• Troubleshoot and resolve any technical issues related to Cisco IP phone, Fax, and eFax services. McLaren Health Care 09/2020 – 03/2022
Voice Engineer
• Managed and deployment of VoIP consolidation and migration projects of Cisco Unified Communication Manager, Cisco Unity Connection, and Unified Contact Center Express from standalone server to centralize cluster
• Installed, upgraded, maintained, monitored, and troubleshoots CUCM phone system, CUC voicemail system, CER, UCCX, IVR, Nice Voice Recording System, Video Conference System, and Vocera.
• Administrated and Managed UCCX reporting including Cisco finesse, CUIC, Application Management, Script management, DRS, Script editor, Agent’s support, Supervisors, skill, CSQ, and CUIC Reports.
• Experience provisioned and supported agents and supervisors, as well as skills in CSQ and CUIC reports. Azhar Husain Page 1/2
• Managed UCCX-related projects as per client requirements on Contact Center design builds and made moderate scripting changes in call flow designs.
• Propose a strategic solution across a multi-vendor, telephone platform infrastructure.
• Installed, and upgraded the IOS with complete staging & on-site implementation of Cisco Routers, Analog Voice gateway, and switches as per recommended by Cisco.
• Participated in disaster testing, maintained system documentation assisted in troubleshooting and diagnosis of system problems, and monitored network activities through networking tools.
• Managed and administered Cisco Webex Teams, Cisco Webex Meetings, and Users Management. Verizon (Auburn Hills, MI) 11/2019 – 07/2020
Network Engineer
• Worked with Verizon clients (FCA) plants including Sterling Heights Assembly, Warren Truck Assembly Plant, Toluca Mexico Assembly plant, Brampton Assembly plant, etc. monitoring and managing service providers to implement changes and optimizations.
• Ensure efficient delivery of contract capabilities using industry standards and repeatable processes.
• Handled the tasks of managing and implementing data / wireless products and services for FCA
• Assisted the planning and performing of analytical research, design development, and other assignments in conformance with design, engineering, and customer specifications.
• Take responsibility for and work with the network, Change Management, Problem Management, Capacity Management, and Patch Management.
• Participate as an engineering resource in project teams Identify, isolate, and resolve network problems to mitigate business impact.
• Manage the network infrastructure including network installations, and upgrades of all hardware and software.
• Troubleshoot WAN hardware, software, and circuit connectivity problems and coordinate resolution with internal technical resources and vendors.
• Worked NOC support for rotational basis change and incident management including network break/fix
• Worked with for the system design, installation, requirements analysis, planning, troubleshooting, and management of wired and wireless LAN.
• Coordinated large site LAN /WAN deployments, performed wireless site surveys, and created reports. Delaware North (Buffalo, NY) 05/2019 – 11/2019
Sr Voice Engineer
• Manage and developing the voice and video infrastructure strategic plan with the City's goals and objectives.
• Lead the continuous improvement and innovation of voice and video infrastructure services deployment, maintenance and support, with the goal of reducing time-to-delivery, improving operational efficiency and introducing new services.
• Perform root cause analyst of major voice and video infrastructure issues and develop strategies for preventative and permanent solutions.
• Work with the operations team to create effective monitoring, alerting, reporting, automation and capacity planning for voice and video infrastructure equipment, systems and applications to ensure voice and video performance, availability, reliability, integrity and security.
• Develop technical specifications of purchasing documents (for example, Request for Proposals (RFP), BIDs, scope of works, etc.) for the acquisition of voice and video infrastructure equipment and services.
• Providing support for video end points Cisco C20, Cisco SX10. Cisco DX650, Cisco DX680, Cisco EX90, Cisco C90, Cisco room kit plus.
• Perform voice and video infrastructure operations, maintenance, support and project duties as required during non-business hours.
• Manages monitor Microsoft Teams report, Phone services, guest user’s config etc.
• Administration of CISCO UCS infrastructure with voice gateways and expressways C/E.
• Implement and manage initiated network/hardware/software update change requests for Change Management.
• Responsible for design, project management, field engineering, troubleshooting/testing, TAC case management and end-user training for secure IP voice and data networks. General Motors (Warren, MI) 11/2014 – 02/2019
Voice Engineer
• Design, deployment and manage of VoIP consolidation and migration projects of Unified Communication Manager (CUCM) & Cisco Unity Connection (CUC), Contact Center Express UCCX from a standalone server to a centralized cluster.
• Upgrades CUCM and Unity Connection from 9.2 to 10.5 and 11.5 versions.
• Maintain and support a large enterprise network connecting a worldwide environment of more than 100 locations.
• Design, Implement and troubleshoot, UCCX IVR scripts and build flow charts for IVRs.
• Work closely with BU, Application teams, infrastructure areas & Vendors to identify, review & evaluate the solution requirements.
Azhar Husain Page 1/3
• Worked in Network Operations Center for 2nd and 3rd level support to Gateway troubleshoot and resolve complex issues related to Cisco technology.
• Experience engineering solutions with audio-video conference rooms. Advanced skills with Polycom, Cisco, Biamp video-conferencing system products.
• Assisted in reviewing and investigating & proposing strategic fits for Virtualization, Consolidation & Rationalization solution opportunities within the network. Propose changes to the technical architecture & design solutions as required.
• Performed network monitoring and administration tasks using tools Prognosis, HP Network Automation, NNMI for equipment installation, configuration, and upgrades, testing, and troubleshooting.
• Performed offboarding/onboarding and bulk Provisioning of phones/extensions for Skype/Cisco using the Starfish Provisioning tool.
• Demonstrated through the understanding of Voice Gateways Protocols (H323, SIP, MGCP, OSPF, EIGRP).
• Perform infrastructure devices software upgrades, and patching for phones/video endpoints.
• Coordinated large site LAN /WAN deployments, performed wireless site surveys, and created reports. FedEx (Pittsburgh, PA) 09/2013 – 10/2014
Voice Engineer
• Assisted design, and deployment of VoIP projects consisting of CUCM & Unity Connection servers with Cisco gateways using MGCP, H323, and SIP protocol among different sites with remote router fallback to SRST mode.
• Administration of Cisco Unified Communication Manager & Cisco Unity Connection includes third-party tools.
• Closely work with the Network Operations Center to troubleshoot and resolve complex network issues.
• Perform day-to-day network administration tasks including network equipment installation, configuration, upgrades, testing, and troubleshooting.
• Collaborate with various departments representing the network support team to design, test, and implement proposed solutions.
• Demonstrated through an understanding of Voice Gateways Protocols (H323, MGCP).
• Responsible for reviewing design diagrams and coordinating with Vendors to make appropriate changes.
• Implement dial plan configuration integrating multiple sites with 7-digit dialing.
• Monitor and troubleshoot WAN and T1/E1 circuits, routers, connectivity issues, hardware, and software. Cigna (Connecticut, CT) 04/2012 – 08/2013
Voice Network Engineer
• Assisting deployment of VoIP projects consisting of CUCM Servers & Unity Connection, servers with Cisco gateways using MGCP, H323, and SIP protocol among different sites with remote router fallback to SRST.
• Assisting and designing a unified communications system on UCS 5100 Series Blade Server for a client with over 30000 endpoints in a multiple cluster for IP Telephony using CUCM8.6.2.x and Unity Connection 8.6.2.x Voicemail system based in Connecticut and 12 remote sites running SRST failover.
• Demonstrated through an understanding of Voice Gateways Protocols (H323, SIP, MGCP).
• Documentation routine work includes detailed design, dial plans, test plans, migration strategies, and support plans.
• Configure, manage, and resolve Device Mobility, Extension Mobility, or Single-number reachability.
• Conference Call or Music on Hold adding intercom, Live Record, call park features issues.
• Updating phones, users, Single Number reachability, and Voicemail CTI Ports, via BAT tool. Professional Certifications, Training
• Cisco Certified Network Professional Collaboration (CCNP Collaboration).
• Cisco Certified Network Associate Collaboration (CCNA Collaboration).
• AZ-104 Certified-Azure Administrator Associate.
• AZ-900 Certified - Azure Fundamentals.
Education
• Bachelor of Computer System’s Engineering.
• Diploma Network Engineering.
References: Available upon request
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