Senior IP Telephony Engineer
HCL Technologies
Total years of experience :13 years, 5 Months
• Designing, Deploying and Troubleshooting Bank Of America and Merrill Lynch IP Telephony Network
• Supporting and Monitoring Bank of America and Merrill Lynch IP Telephony Network containing Cisco Call Manager, Voice Gateways, Unity Connection, Microsoft AD and Domain Controller
• Ensuring appropriate solution to clients by resolving problems experienced by them in Lab and accessing their systems remotely via Collaboration Tools
• Making recommendations on best practices for design and deployment, including configuration of products
• Responsible for educating end customers about the products, presenting the benefits of Unified Communications
• Mentoring new Network Trainees and L1s as assigned and assisting them on complex cases on a daily basis
• Organize and deliver Technical trainings to new recruits and L1s
• Installing and configuring Cisco Unified Communications Manager, Cisco Unified Contact Centre Express, Cisco Unity Connection and Voice Gateways
• Analyzing Traces and Debugs to isolate problems in shorter time span resulting in good Customer Satisfaction
• Handling complex cases and escalations in order to preserve and maintain Client Satisfaction
• Preparing Guides and Documents as per experience for the benefit of the team
• Presenting solutions and configuring customers' VoIP Network according to their requirements
• Analyze customer's VoIP Network requirements and perform planning and doing changes for optimal performance
• A competent professional with 3 years of experience in IP Telephony, IPCC, Routing, Switching, Windows Servers, VMware, Data Centre, Network Administration, Implementation, Root Cause Analysis, Presales, Solution Designing and Support
• In-depth experience on Cisco UCS (Unified Computing System) product for migration from physical servers to UCS environment
• Hands-on with CUCM (Cisco Unified Communications Manager), Unity Connection and UCCX (Unified Contact Centre Express) upgrades
• Experienced in deploying, installing, configuring and troubleshooting Cisco Unified Voice Architecture including Cisco Unified Communications Manager, Voice Gateways, Contact Centre Express, Cisco Unity Connection and Cisco Unified Presence Server.
• Well versed in Cisco Unified Communications Manager features like Call Routing, Single Number Reach (SNR), Mobile Voice Access (MVA) and other key features.
• Good understanding of PPDIOO (Prepare, Plan, Design, Implement, Operate and Optimize) Life Cycle
• Open minded and passionate about learning new technologies of different vendors like Cisco, Avaya, VMware, ShoreTel, Mitel, HP
• An energetic team member, able to communicate effectively with people of all ages and backgrounds, to work collaboratively to resolve problems and to motivate co-team members to achieve organizational goals
• Good communication and interpersonal skills with an innate ability to translate needs into action items
• Ability to dynamically multi-task across numerous issues and clients in a high pressure environment
• Excellent command over implementation, documentation, troubleshooting & technology analytical skills
• Serving global Cisco Partners and Customers like NASA, Eric & Young, AT&T, etc. by directly interacting with them
• Installing and configuring Cisco Unified Communications Manager, Unity Connection, Gateways and IPCC Express.
• Responsible for:
o Recommendation on Solution Architecture design for better performance
o Recreating client’s network in lab for replicating their issues
o Installation, Implementation and Up-gradation
• Ensuring appropriate solution to clients by resolving problems experienced by them in Lab and accessing their systems remotely via Collaboration Tools
• Dealing with high technical complexity involving fairly new platforms and multiple vendor products
• Troubleshooting issues related to IPCC Express
• Being a Senior Member of the team; handling complex cases and escalations in order to preserve and maintain Client Satisfaction.
• Mentoring new Network Trainees as assigned and assisting them on complex cases on a daily basis
• Meeting Clients through Cisco WebEx and building relationship with them
• Organize and deliver refresher trainings to new recruits and people fairly new to the system
• Educating Cisco Partners and Customers regarding Best Practices in Deploying IP Telephony and IPCC Express
• Thorough practice of reading Traces, Debugs to isolate problems in shorter time span resulting in good Customer Satisfaction.
• Implementing and troubleshooting Disaster Recovery
• Proposing an appropriate solution based on customer’s VoIP issues and requirements and focusing on customer satisfaction
• Coordinating with various teams such as Backbone Team, Post Sales Team and Pre Sales Team for the execution of top notch client service
• Responsible for implementing TAC Lab to achieve 99.999% lab availability and to handle escalations related to the issues from Cisco Clients
• Testing features of VoIP Products according to customer's needs in TAC Lab and then implementing those in their Production environment
• Assisting in the execution of technical meetings with customer for requirement gathering and troubleshooting various kinds of issues
• Periodically reviews with Account Management Team, to file enhancement requests in the Product
• Handling North American and Canadian accounts and acting as the Single point of Contact after taking the ownership of their case
• Analyze customer's VoIP Network requirements and perform planning and doing changes for optimal performance
• Research new features and implement those in client's Production environment in order to increase the efficiency of the Network
• Works with Development Team in order to file bugs in the Product
• B.Tech. (Computer Science) from Hindustan Institute of Technology, Greater Noida, Uttar Pradesh Technical University (UPTU) in 2010
• 12th from Aligarh Muslim University, AMU Board in 2005
Bachelor of Technology (BTech) in Computer Science