Associate Consultant
HCL Technologies
Total years of experience :10 years, 0 Months
• Expertly managed, configured, and resolved issues with Checkpoint Firewalls (R77.30 Gaia & R80), ensuring robust security protocols.
• Developed and implemented firewall policies and VPNs for secure site-to-site connectivity, optimizing traffic flow.
• Established user accounts with tiered access levels, enhancing system security and user management.
• Conducted regular backups of security devices, safeguarding critical database records.
• Collaborated with the Planning & Design Team, providing key support for infrastructure enhancements.
• Authored SOPs, POAs, and RCAs, tailoring documentation to meet the needs of various teams and tiers.
• Delivered high-level support for clients utilizing Webex DI, Cisco CMS Cloud Collab services, and other communication platforms.
• Skillfully handled configuration, implementation, and troubleshooting for a range of devices including CUCM, CUC, IMP, and UCCX.
• Acted as a Single Point of Contact (SPOC) for Tier 2 engineers, offering expert technical assistance.
• Resolved critical issues within SLA deadlines, maintaining high customer satisfaction.
• Led training sessions and played a key role in the recruitment and onboarding of new engineers.
• Expertly managed diverse customer voice and video network infrastructures, ensuring seamless operations and high availability.
• Executed a wide array of change requests, including migrations, installations, upgrades, and certificate renewals, complemented by meticulous pre/post-implementation and health checks.
• Specialized in troubleshooting an extensive range of Cisco voice and video technologies: UCCE, Call Manager, Voice Gateways, UCCX, Cisco Unity Connection, Cisco Unity Express, Cisco Expressway, and VCS.
• Collaborated effectively with L1 and L3 support teams to resolve complex issues promptly, adhering to strict Service Level Agreements (SLAs).
• Designing Cisco Unified Communications solutions: Develop comprehensive designs for voice communication systems based on Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Unified Contact Center Express (UCCX), and other Cisco voice platforms.
• Implementing voice infrastructure: Configure and deploy Cisco voice devices, including routers, switches, gateways, and IP phones, ensuring seamless integration with existing network infrastructure.
• Voice system optimization: Fine-tune voice systems to optimize performance, reliability, and quality of service (QoS), leveraging features such as codec selection, bandwidth management, and call admission control.
NOIDA, INDIA
Jul 2022 - Present
ORANGE BUSINESS SERVICES
Sep 2021 - Jul 2022
CAPGEMINI ENGINEERING (ARICENT TECHNOLOGIES, PART OF CAPGEMINI)
Jun 2016 - Sep 2021
IBM INDIA PVT. LTD.
Jun 2014 - Jun 2016
• Troubleshooting and support: Diagnose and resolve voice- related issues, providing timely support to end-users and collaborating with cross-functional teams to address complex technical challenges.
• Documentation and training: Create comprehensive documentation, including network diagrams, configuration guides, and standard operating procedures (SOPs), and provide training to team members and end-users as needed.
• Spearheaded Incident, Asset, and Network Management, ensuring optimal operational efficiency.
• Delivered Level 1 Technical IT Support and excelled in IMAC operations.
• Expertly diagnosed and resolved complex issues across networking, hardware, and software, including Internet connectivity, email, IPTV, and VOIP systems.