Cisco Contact Center Enterprise, Express and CVP Engineer
Resume:
Manickam Paramasivam
Hougang Street 51,
Singapore – 530573.
Phone: - +65 93393913, 81638794, 92411892
E-mail :- *******@*****.***
*****@*********.***.**
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Experience Summary:
Over 10+ Years of Experience in Business Systems Design and Development Expertise in
Excellent understanding of CISCO Contact Center Enterprise (UCCE), Contact Center Express (UCCX) and Cisco Voice Portal (CVP).
Specialized in customization report for UCCE/ UCCX and CVP using Infomaker and Crystal Report.
In managing the execution of Technical / Functional / Business Requirements, Process Design, Construction, Integration Testing, Data Conversation, and Implementation activities of small / large projects.
Excellent understanding of the Business requirements in Banking and procedures and the ability in liaising with the Users.
Proficient in designing, development and implementations of application using SQL Server 7.0/2000 with Visual Basic 6.0 and Windows XP/ NT environments and Advanced Server Windows 2003.
Academic Qualification:
• Post Graduation (Masters)in Computer Science, Bharathidasan University, India
• Under Graduation (Bachelor)in Computer Science, Bharathidasan University, India
Professional Qualification:
• Advanced Cisco IPCC Deployment Workshop
• Call center course on ICM Suit from Cisco systems
• Cisco Contact Center Enterprise/Express Report Customization
Certification:
• Cisco Unified CVP Implementation v4.0
• Cisco Unified CVP Developer v4.0
• FileNet IS,eProcess and Capture Programming
• Administering a Microsoft SQL Server 2000 Database
• Implementing Business Intelligence with OLAP Services Using Microsoft SQL Server 2000
• Object Oriented Analysis and Design using UML and Rose
• Object Based FBS (Financial Banking Solutions), Transactions & Payments
Software Skills
Operating Systems : MS-DOS, WIN’95/98, NOVELL, UNIX, WINDOWS NT/2000/2003
Languages : GWBASIC, C, C++, PL/SQL, SQL.
Web Scripts : VB Script, ASP, ASP.NET.JSP
RDBMS : MS-SQL Server and ORACLE
Front Ends : MS Visual Basic 6.0, .NET
Experience Profile:
• Working as a Collaboration/CTC Engineer in Touchbase Singapore from July 2008 to till date.
• Worked as an Integration Specialist in HP Sales Pte Limited. (Compaq), Singapore from February 2000 to June 2008.
• Worked as System Analyst and Programmer in SR Singapore, Singapore from Jan 1998 to Jan 2000.
• Worked as a Software Engineer in Tandon Information and Solutions Pvt Ltd, India from Dec 1996 to Sep 1997.
• Worked as a Senior Programmer in Info Arcade Computers, India from Dec 1995 to Oct 1996.
• Worked as a Programmer/Faculty in Sri Vekkaliamman Computers, India from Sep 1994 to Nov 1995.
Employment Profile
Working as an Collaboration/CTC Engineer in Touchbase Singapore
Project Title ANZ IBSC Contact Center
Client ANZ Bank, Singapore
Products Used Cisco UCCX 7.0.1, Callmanger 7.0.
Play the role of Technical consultant for a Contact Center Implementation project in ANZ. My responsibilities in the project include the following
o UCCX Installation, configuration, Call flow logic and Scripting
o UCCX report customization using Crystal Report
o Take lead role in performing SIT, UAT and production roll out
o Lead in analysis of problem during the Acceptance Testing
Project Title Intrum Justitia IP Contact center
Client Intrum Justitia, Netherland
Products Used Cisco UCCE 7.1.5, CVP 3.0.1,Callmanger 4.1.3
Play the role of Technical consultant. My responsibilities in the project include the following
o Go Live and On-site support
Training Trained and Equipped UCCE support Engineers
Client UK, Touchbase
Products Used Cisco UCCE 7.x
Worked as an Integration Specialist in HP Sales Pte Limited, Singapore
Project Title FedEx English Consolidated Contact Center
Client FedEx, Singapore
Products Used Cisco ICM 7.2, CVP 4.x, Callmanger, Unity voice mail, Email interface manager, Gatekeepers, Fax Server
Play the role of Technical consultant for a Contact Center Implementation project in FedEx. My responsibilities in the project include the following
o ICM Installation, configuration, Call flow logic and Scripting
o ICM report customization using Infomaker
o Take lead role in performing SIT, UAT and production roll out
o Lead in analysis of problem during the Acceptance Testing
Project Title Brach Automation
Client OCBC Bank, Singapore
Products Used Teller Assist Unit(TAU) from IBM
Play the role of Technical consultant for a TAU implementation with an existing Branch Automation system. My responsibilities in the project include the following
o Written interface module
o Take lead role in performing SIT, UAT and production roll out
o Lead in analysis of problem during the Acceptance Testing
Project Title Citi Phone CTI Solution
Client CITI Bank, Singapore
Products Used Cisco ICM 5.0, Symposium, Periphonics IVR, Avaya
Play the role of Technical consultant for a City phone Contact Center. My responsibilities in the project include the following
o Gather User Requirement and prepare call flow logic and scripting for the Change Request.
o Call center Maintenance.
Project Title OCBC WorkFlow Imaging
Client OCBC Bank, Singapore
Products Used FileNet IS,Content manager and Process Analyzer
Developed custom components for the custom applications using FileNET API’s, COM objects and VB6.0/COM to interact with process Engine and Content Engine Services.
Project Title IP Telephony and Virtual Call Centre
Client HDB Hub, Singapore
Products Used Cisco ICM, IPIVR,Callmanager and Unity voice mail
Play the role of Technical consultant for a Contact Center Implementation project in HDB. My responsibilities in the project include the following
o ICM Installation, configuration, Call flow logic and Scripting
o ICM report customization using Infomaker
o Take lead role in performing SIT, UAT and production roll out
o Lead in analysis of problem during the Acceptance Testing
Project Title Verified By Visa
Client DBS Bank, Singapore
Written interface using shell scripts.
Project Title Branch Banking System (BBS2000)
Client DBS Bank , Singapore
Involved in Coding for VB, Stored procedures Creation in MS-SQL Server, modifications, development of ActiveX controls, Error Handling, performed the Administrative tasks for SQL Server like increasing the Database device sizes, Log file sizes, Backing up, Restoring of the database
Worked as a System Analyst and Programmer in SR Singapore, Singapore.
Project Title Engineering Change Notice
Client Compaq Asia Ltd, Singapore
Involved in Coding for VB, Stored procedures Creation in MS-SQL Server.
Worked as a Software Engineer in Tandon Information & Solution PVT Ltd, India.
Project Title Statistical Process Control and Quality Control
Client JTS Technologies Ltd, India
Involved in Design, Coding, testing and implementation, using VB and Stored procedures Creation in MS-SQL Server.
Worked as a Senior Programmer in Info Arcade Computers, India.
Project Title Hospital Management System
Client Arcade Hospital, India
Act as a developer, developed using VB and MS-SQL Server.
Worked as a Programmer/Faculty in Sri Vekkaliamman Computers, India.
Project Title Interactive Editor
Client Sri Vekkaliamman Computers, India
Developed using C-language
Personal Details
Name : Manickam Paramasivam
NRIC : S6863303F (Singapore permanent Resident)
Father’s Name : N.Manickam.
Sex : Male.
Nationality : Indian.
Marital Status : Married
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