Contact Center Unified Communications

Hitesh Nanda

**** ********** **, **********, ** *0563 201-***-**** *****.******@*****.***

Professional Summary

With over 18 years of experience in the IT industry, I have developed a robust background that encompasses Unified Communications, Hosted Collaboration, Webex, Network Architecture, Systems Administration, Engineering, and Escalation Support. My expertise spans a wide range of environments, from professional settings to large-scale, complex enterprises.

Core Competencies:

Unified Communications: Extensive experience in configuring, installing, and maintaining UC systems, ensuring seamless communication across organizations.

Network Architecture: Proficient in designing and implementing network solutions that support diverse business needs and enhance operational efficiency.

Systems Administration: Skilled in managing and supporting various hardware and software technologies, ensuring optimal performance in high-demand environments.

Troubleshooting & Support: Excellent analytical and troubleshooting skills, with a proven ability to resolve issues quickly and effectively.

Documentation & Reporting: Strong capability to document processes, implementations, and maintenance activities, providing clear reports to stakeholders.

Multitasking: Ability to handle multiple tasks simultaneously in fast-paced environments, ensuring timely project delivery.

Education and Technical Certifications

M.S. Electrical and Computer Engineering: New York Institute of Technology, 2010

B.S. Electronics and Communication: Punjab Technical University, 2006

Cisco Certifications: CCIE (Collaboration, LAB Pending), CCIP (BGP, MPLS), CCNP (Route/Switch, Collaboration),

CCNA (Route & Switch, Voice, Wireless, Security)

Technical Skills Summary

Unified Communications:

Core Solutions: Cisco Unified Communication Manager (CUCM), Cisco Unity Connection (CUC), Emergency Responder (CER), IM& Presence (IMP), Microsoft Teams, Cisco Webex (Webex Devices), Microsoft Dynamics

Contact Center: Unified Contact Center Express (UCCX), Unified Contact Center Enterprise (UCCE), Cisco Call Manager Express (CME), Webex Contact Center, Google DialogFlow CX.

Collaboration Tools: Cisco Webex Suite, Singlewire Paging, Prime Collaboration

Protocols: H.323, SIP, MGCP, SCCP

Network Technologies:

Protocols: Cisco IOS, TCP/IP, CDP, RIP, RIPv2, OSPF, EIGRP, BGP

Technologies: Ethernet, Fast Ethernet, LACP, STP, SVI, CEF, GSM, GPRS, EDGE, MPLS

Connections: DSL, FIOS, T1, T3, FXO, PRI, SIP Trunks.

Management: SNMP, AAA, Frame Relay, PPP, Access Control Lists (ACL)

Load Balancing: F5 BIG-IP, HSRP, VRRP, GLBP

Network Monitoring: Sniffers (Sniff View, Wireshark), Quality of Service (QoS)

Routers/Switches:

Cisco Models: ASR, 2800, 2900, 3800, 3900, 8000 series, Nexus, CRS-1, and more

Voice Technologies: Analog Voice Gateways, CUBE, PG, SBC (Oracle and AudioCodes)

Servers:

Server Technologies: Cisco UCS B series and C series Servers, VMware.

Programming Languages:

C/C++, Python, Swift, .Net (Visual Studio)

Professional Experience

Cooper University Healthcare Collaboration Architect 6/2016-Present

Primary Responsibilities:

Planning & Design: Designed and implemented Cisco Voice solutions for an enterprise with over 10,000 devices, incorporating multi-vendor support (RightFax, UCCX, UCCE, PRI’s, Jabber, Webex).

Deployment & Operation: Configured and operated UCCE Contact Center and integrated various components for call monitoring and reporting.

Upgrades & Maintenance: Managed and upgraded CUBE routers, including transitioning to 8300 series for better integration with UCCE and Nuance AI.

Key Achievements:

Webex Contact Center: Configured environment for Webex Contact Center, Integrated and deployed IVA using Google DialogFlow CX for a few teams at Cooper based on their specific routing needs.

Microsoft Teams Integration: Collaborated with AudioCodes SBC to ensure seamless call routing between Microsoft Teams and Cisco Call Manager.

Automation Development: Created various automation tools using .NET, SOAP REST APIs, and Python for phone deployment, reporting, and UCCE call flow management.

Infrastructure Design: Developed UCCE infrastructure, integrating callbacks and Microsoft Dynamics for enhanced call management.

Advanced Solutions:

Nuance AI Implementation: Designed routing logic for Nuance AI within UCCE to improve customer interactions.

Calabrio Cloud Integration: Developed monitoring solutions for UCCE and UCCX, including evaluation forms for performance assessments.

Dynamic UCCE/UCCX Scripting: Created dynamic scripts for UCCX and UCCE to facilitate on-demand call flow adjustments and detailed reporting.

Operational Support:

Remote Agent Deployment: Assisted in deploying Cisco Meraki solutions for remote agents during the COVID pandemic.

Full Collaboration Experience: Designed and implemented a comprehensive Cisco Collaboration solution for Cooper University Healthcare.

System Upgrades: Successfully upgraded UC environment from version 9 to version 12, ensuring smooth operations.

Process Improvements:

Automation for Site Deployment: Developed a web-based tool for standardized deployment of new sites/offices.

PSTN Migration Support: Managed the migration of 13,000 DIDs from XO SIP to Verizon, optimizing call routing and reducing costs.

Integration Projects: Led various integration initiatives, including nurse call systems with call manager and Webex Teams with Microsoft Teams for PSTN dialing.

Support & Documentation:

24/7 Support: Provided round-the-clock support for all issues related to Cisco Collaboration, ensuring minimal downtime and quick resolutions.

Knowledge Transfer: Facilitated training sessions for team members to enhance their technical skills and familiarity with technologies.

Atlantic Health Systems Sr Cisco Voice Engineer 1/2013-1/2016

Primary Responsibilities:

Configuration & Implementation: Configured, installed, and implemented Cisco Voice (UC) solutions for an enterprise with over 20,000 devices, supporting multi-vendor systems including Amcom, Vocera, SpectraLink, RightFax, and Dialogic.

Server Management: Installed and maintained MCS and UCS servers using vSphere 5.5 and vCenter, including firmware updates and physical hardware maintenance.

Troubleshooting & Upgrades: Diagnosed and resolved hardware and software issues for Unified Communications (UC), adapting solutions based on client preferences and enterprise needs.

Key Achievements:

Comprehensive Collaboration Deployment: Designed and implemented a full Cisco Collaboration experience for Atlantic Health Systems, overseeing server setup, application installation, and device transition to the new cluster.

24/7 Support Provision: Offered continuous support for all Cisco Collaboration-related issues, including hardware, gateway configurations, and iOS support.

Issue Resolution Design: Developed innovative solutions to address common issues such as call drops, one-way audio, and call routing problems.

Real-Time Monitoring Implementation: Established real-time monitoring solutions to track voice activity and promptly address emerging issues.

Operational Excellence:

Client Engagement: Provided remote escalation support, interfacing with clients in high-pressure environments, ensuring effective maintenance and comprehensive documentation.

Collaboration with Cisco TAC: Worked closely with Cisco TAC to enhance the knowledge base and resolve critical issues, minimizing severe impacts on operations.

State Farm Insurance Converged Network Engineer 3/2011-12/2012

Primary Responsibilities:

Configuration & Implementation: Configured, installed, and implemented diverse routing and switching technologies across an enterprise with over 19,000 sites and more than 250,000 users.

Unified Communications Support: Troubleshot, maintained, and upgraded various hardware and software technologies for Unified Communications (UC), including UCCE, tailored to client preferences and enterprise needs.

Key Achievements:

Contact Center Management: Maintained all components of the Contact Center environment at State Farm, including PGs, CVP servers, ingress and VXML gateways, AWs, and CTIOS servers, while monitoring alarms to ensure optimal performance.

Router Configuration: Configured routers to utilize FXO and FXS technologies, enabling both analog and digital circuits for voice communication.

Quality of Service Implementation: Implemented Cisco Voice Technologies with a focus on Quality of Service (QoS) to enhance voice quality across the entire enterprise.

Operational Excellence:

Client Support: Provided remote escalation support, interfacing with clients in high-pressure situations, ensuring thorough maintenance and documentation.

Collaboration with Cisco TAC: Worked with Cisco TAC to expand the knowledge base and resolve critical issues, minimizing severe impacts on sites and users.

Network Monitoring: Troubleshot and monitored both data and voice networks within a converged network environment, ensuring seamless operation across the enterprise.

Contact this candidate