UC Engineer
iVedha Global Technology Services
Total years of experience :12 years, 1 Months
• Giving support to a Canadian retailer of home improvement and construction products and services Company (Rona) for Voice Infrastructure.
• Managing around 150 Stores across Canada and providing Voice solutions.
• Installation, configuration of Cisco UC and Collaboration Network Infrastructure v 11x, 12x
• Migration of Stores from one Cluster to another Centralized Cluster.
• Migration of user’s and platform such as CUCM, Unity Connection, UCCX, Toshiba PBX, Indyme IVR Box. Cube, Analog gateway.
• Migration of supporting applications like Valcom, Algo, Stingray, Faxes, Pager
• Installation and Configuration of Cisco Expressway C & E with Jabber MRA
• Installation and Configuration of CUCM, Cisco Expressway, CUPS, CUC on VMware vSphere.
• Integration of Cisco Unity Connection (CUC) with CUCM
• Integration of CUPS (IM & Presence) with CUCM
• Configuration of Splunk CDR and CUCM Backup
• Configuration of Phones, Devices, Users Profile, Jabber Profile, Shared lines, KEM Modules, Phone Button Template, Softkey Template, Intercom, PLAR, Voicemail, Hunt Group, Call Park, Call Pickup Group, Speed Dial, Abbreviated Dial, BLF, etc.
• Configuration and modification of Unity Call Handlers, Auto Attendant. Direct/Forwarded Routing Rules
• Configuration of Cisco IP Phones, Extension Mobility
• Configuration of MOH Server, SFTP Server and other application server as per requirement
• Creating users in Active Directory Domain Controller Windows 2016
• Configuration of Resources, Team List, Skill Group in UCCX.
• Features, Roles, Users, Groups, OU creation in Active Directory
• CUCM | CUC LDAP integration with Windows Active Directory Server
• Up-gradation of UC Components which are going to be EOS/EOL
• Plan and decommission of unused voice equipment to reduce project cost.
• Configuration and Troubleshooting of CUCM related issues.
• Configuration and upgradation of Cisco Voice Gateway, Cube
• Configuration and migration of VOIP Protocols like SIP | MGCP
• Logs collection from (RTMT Tool)
• Plan and schedule and implement Change requests.
• Leading into migration project and providing hyper-care support.
• Working on incidents, Change Management, and Catalogue tasks using Service Now.
• Plan and schedule and implement Change requests.
• Updating knowledge base and standard operating procedures.
• Performing Dry Run before the migration of the store.
• Co-ordination and work with different Teams, Vendors and Service provider on a needy basis to get the work done.
• Managing CBTS Hosted Cloud Platform for US Region.
• We are responsible for building and managing Cisco Hosted and Enterprise UC Infrastructure.
• Managing around 25 HEUC Clients across geo-location and providing Voice solutions with MRA.
• Responsible for Design, Build, Install, Integration and test the customer platform.
• Responsibility includes Building new Customer, Regional Sites, up-gradation, migration in a Centralized and Distributed environments as per the agreed timeline.
• We are responsible for the complete build of the customer platform from scratch i.e., Optimization, Installation, configuration, integration, operational readiness testing, and Platform management of Cisco UC 11.x, 12.x, etc.
• Installation and Configuration of CUCM, CUC, CUSP, EGW, OKTA, Imagicle Suite, Expressway C & E as MRA and other 3rd Party applications)
• Managing HCS application servers VOSS, Kurmi, HCM-F
• Building Platform from scratch. Installing, managing, and up-gradation of Cisco UCS, VMWARE ESXI 6.0, 6.5, 7.0.
• Deployment and Implementation of UCS C240 Blades with Building Raid 5/6 configuration for storage, Installation of Firmware and ESXI Host.
• Troubleshooting VMware, ESXi, systems including hardware related issues
• Configuration of Phones, Users, Jabber, Devices, Shared lines, KEM Modules, Phone Button Templates, Intercom, Voicemail, Hunt Group, Call Park, Call Pickup Group.
• Configuration and modification of Unity Call Handlers, Auto Attendant.
• E911 configuration using Emergency Gateway (EGW)
• Giving Support in Hypercare Period in an agreed timeline.
• Co-ordination with Network Team for Network and Firewall related issues.
• Co-ordination with Cisco TAC, Third-Party Vendors, Onsite SPOC, different Stake Holders, etc. Attend meetings and provide solutions.
• Working with the Operations team as per requirement.
• Updating knowledge base and standard operating procedures.
• Managing BT Cloud Solutions for APAC, EMEA and NAM region
• Responsibility includes Platform build, Control, updating of patches, third party integrations etc
• Installation, configuration of Cisco UC and Collaboration Network Infrastructure v 11.5
• Installation and Configuration of CUCCE (Cisco Unified Contact Center Enterprise) v 11.5
• UCCE and Cisco Collaboration Implementation, Upgradation, Migration and platform management
• Extensive Experience in all UCCE components, CUBE, VGW, worked for various clients across EMEA, APAC and US regions. Major Clients Supported by BT, Servion & Telstra
• Building the CC & IPT platforms for onboarding customers from scratch. Managing multiple DCs through VMware from version 5.5 to 6.5
• Skilled communicator at delivering complex technologies, leading team to accomplish tasks and goals
• Upgrade Cisco applications database migration with help of EDMT Tool
• Focus areas are Installation, Upgradation and Migration of UCCE components, CVP, HCS, CUCM clusters on Cisco C series blades and basic changes on Cube & Voice Gateway, End to End call testing
• Operational Readiness Test (ORT)
• Deployment and Implementation of UCS C240 Blades with Building Raid 5/6 configuration for storage, Installation of ESXI 6.0 for VMware environment, Deploying OVA templates for Windows and Linux platforms
• Installing and configuration of UCCE components in Simplex & Duplex Model (i.e. ICM Components, CVP Components, VVB, CUIC, Finesse, CUBE and CUCM clusters)
• Installation and Configuration of CUCM, CUC, CUSP, CER, Expressway C & E as MRA and other 3rd Party applications)
• VXML Call Studio application building
• Configuration of Dial Plan, E1, SIP, Backup Management,
• License Management with Cisco Prime License Manager (PLM)
• Installation of 3rd party applications and adaptors and integration with Cisco
• Running operation readiness tests before giving handover to operation team
• Assisting 1st & 2nd line Engineers with UAT and providing level 3 support
• Possess interpersonal, communication and organizational skills with demonstrated abilities in Team Management and Customer Relationship Management
• Developing Implementation, Upgradation and migration process of whole site as per agreed timelines
Cisco UC \Collaboration \Contact Center)
Roles and Responsibilities:
•Installation, configuration of Cisco UC and Collaboration Network Infrastructure v 11.5
•Installation and Configuration of CUCCE (Cisco Unified Contact Center Enterprise) v 11.5
•Installation and Configuration of Cisco Unified Contact Center Enterprise (CUCCE) infra in Simplex and Duplex Mode (Cisco ICM, CVP, VVB, CUIC, Finesse)
•Installation and Configuration of Cisco ICM (Central Controller, PG, AW/HDS)
•Installation and Configuration of Cisco Expressway C & E (v 8.9) with Jabber MRA
•Installation and Configuration of Cisco Unified Communication Manager (CUCM) v 11.5
•Installation and Configuration of CUCM, Cisco Expressway, CUPS, CUC and UCCE applications on VMware VSphere.
•Integration of Cisco Unity Connection (CUC) with CUCM
•Integration of CUPS (IM & Presence) with CUCM
•Configuration of Cisco HCS (CUCDM)
•Configuration of Cisco Video Conferencing Devices
•Cisco Meeting Server, VCS-C, VCS-E, TMS, TMS-XE, TMS Conductor
•SX10, SX20, SX80, Touch 10
•Configuration of CUCM CDR and CUCM Backup
•Configuration of Cisco IP Phones, Extension Mobility
•Configuration of MOH Server, SFTP Server and other application server as per requirement
•License management with Cisco Prime License Manager (PLM)
•Installation of Domain Controller Windows 2012 R2
•Configuration of DNIS, Call Types for flow in ICM scripting
•Configuration of Agents, Agent Team List, Skill Group, Precision Queue
•Features, Roles, Users, Groups, OU creation in Active Directory
•CUCM/CUC LDAP integration with Windows Active Directory Server
•Configuration and troubleshooting of Cisco WebEx related issues
•Up-gradation of UC Components which are going to be EOS/EOL
•Plan and decommission of unused voice equipment to reduce project cost
•Configuration and Troubleshooting of CUCM related issues
•Configuration of Cisco Voice Gateways
•Configuration and migration of VOIP Protocols like SIP/MGCP/H323
•Logs collection from (RTMT Tool, Dumplog, and Event Viewer logs)
•Plan and schedule and implement Change requests
•Participate in business meetings with various stake holders on a need basis
• Giving support to Australian based ISP “TELSTRA” for Unified communications Solutions
• Managing 30+ Client Customers of Telstra
• Giving 7 to 7 support as per AST(Australian Standard Time)
• Configuration and Troubleshooting of CUCM
• Plan and schedule Change, Coordinating with different stakeholders
• First point of escalation for all technical and process issues
• Configure and Troubleshoot End User IP Phone issues
• Configuration of Hunt Pilot/Hunt Group/Call Pickup Group numbers
• Creation and Troubleshooting of Device Profile, Phone Profile and User Profile
• Configuration and Troubleshooting on VOIP Protocols like SIP/H323/MGCP/SCCP
• Configuration and Troubleshooting of Cisco Unity Voicemail issues
• Configuration and Troubleshooting of Cisco Jabber issues
• Configuration and Troubleshooting of Varint Servers
• Giving support for Smart Camp application Set top box server
• Plans and support network and computing infrastructure
• Monitors system performance and implements performance tuning
• Co-ordination with Customer/Vendor/L3 onsite team to resolve day today issues
• Perform RCA for major incidents
• Prepare weekly and monthly status report
• Work on service improvement programs and take corrective actions based on the customer satisfaction survey
• Participate in business meetings with various stake holders on a need basis
• Training of new team members and work on knowledge acquisition, updates to related documents for future reference
• Ticketing tool SIIAM (Amdocs CRM) and FNC change management portal
• Alarm Monitoring using Netcool Software
• Managing Network over 1000+ Nodes and 4 different sites
• Configuring and Maintaining Layer 2, 3 Switches, Routers
• Configuring Wireless Access Points (Microwaves & Router)
• Troubleshooting of Router, L2/L3 Switches, Wireless Access Point
• Troubleshooting of 6500, 3750, 2950, 2960 Series Switches
• Troubleshooting of 2800, 3800, 3900 Routers
• Managing and Monitoring Rack Mounting and Chassis
• Installation and Configuration of IPT infrastructure
• Configuration of UCS C220 M4, Voice Gateway, CUCM
• Knowledge of Network Infrastructure Management
• Installation of business specific Software and their Support
• Plans and supports network and computing infrastructure
• Documents network problems and resolution for future reference
• Monitors system performance and implements performance tuning
• Manage user accounts, permissions, email, and anti-virus, anti-spam
• IP Routing Static & Dynamic (BGP, EIGRP, OSPF, IGRP, RIP v1 & v2)
• IP addressing, Sub-netting, Super-netting. VLSM, Manual Summarization
• Switch Stacking(Uplink Configuration)
• Stub Network configuration
• Knowledge of Cabling (Fiber Optic/Cat5/Cat6/E1)
• Redistribution, Key-chain, Authentication
• Knowledge of MPLS(Multi-Protocol Label Switching)
• Network Address Translation (NAT).
• DHCP(Dynamic Host Configuration Protocol) Configuration
• HSRP, VRRP, GLBP
• Access control lists
• VPN configuration using Cisco routers
• VLAN & Inter VLAN routing configuration & troubleshooting
• Trunking protocols (ISL/dot1q), Port Security
• WAN protocol like PPP, HDLC, Frame Relay
• Daily manual backup of SQL Servers
• Co-ordination with ISP in case of network down
• Co-ordination with 3 party venders (GE) for PACS server issues
• Backup, restore and up-gradation of IOS and configurations from the routers and switches
IPCC/UCCE) on IDEA Cellular Project
Roles and Responsibilities:
Voice Network Expertise (UCCE):
•Giving Support to India’s one of the largest telecommunication Idea Cellular.
•IDEA cellular contact center consists of CUCM, PGW (Gatekeeper), Cisco ICM, NAM, CCMP, CVP, CSS, Ingress/VMXL gateways, VXML servers, etc.
•Giving Support to 22 Circles OSCC for Cisco IVR and CTI applications in NOC Environment.
•Configuration and troubleshooting on Cisco Call Manager.
•Configuration of Troubleshooting of IP Phones with CUCM.
•Collecting RTMT logs from Call Manager.
•Implementing, configuring and maintaining Cisco VXML gateways.
•Configuration and Troubleshooting of E1/CICs on PSTN Gateway.
•Changes in ICM scripting as per requirement.
•Troubleshooting of issue regarding Call Volume, Less Call Flow, and High Call Flow.
•Troubleshooting of CTI Login related issues and call routing issues.
•Configuration and troubleshooting on ICM CTI components (Router, PG, AW, HDS, Logger).
•Configuration changes in Cisco ICM.
•Add/Remove Agents in ICM as per requirement.
•Configuration of DNIS, Call Types for flow in ICM scripting.
•Collecting Dump Logs from ICM Components.
•Configuration and Troubleshooting on VOIP Protocols like SIP/H323/MGCP/SCCP.
•CCMP Queue Monitoring, Provisioning and Troubleshooting.
•QOS/COS (Quality of Service/Class of Service)
•Uploading of voice prompts for MOH in the CUCM.
•Database monitoring using SQL Queries.
•Minor Changes in SQL Database for reporting purpose.
•Agent Creation and Skill group Assignment using AW and CCMP.
•Monitoring of ICM components and Process.
•Monitoring of PSTN Gateway & VXML Gateways via CSS.
•Monitoring the Data Network link for PAN India telecom circles.
•Collection logs on the PSTN Gateway.
•Coordinating with Circle SPOC’s & end user to resolve CTI related issues and activities.
•Co-ordination with Clients in day today issues via telephone/Ticketing System/Mail communication for incidents closure.
•Co-ordination with L2/L3 Engineer/Concerned Teams to resolve day today issues.
•Open TAC cases and co-ordinate with TAC engineer in case of major issues.
•Knowledge of Incident & Change management System (BMC Remedy Ticketing System Tool).
•Monitor Call Manger and agents in CUCM using Cisco Real Time Monitoring Software (RTMT).
•Raise an Incident, RFC, RMA, TAC case as per requirements and follow up.
•Fetching data for the purpose of daily reports for DCR and upload on the FTP of the OSCC.
•Monitor Voice Gateways using Alarm Monitoring Software Netcool.
•Monitoring Tools (RTMT, Netcool, I-Track, Solar Winds, CUOM, TIVOLI)
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Masters in Computer Application (MCA)
Bachelors in Computer Application(BCA)
courses: CCNA (Voice) 640-461 Certified (CSCO12015230) •CCNA (Data) 640-802 Certified (CSCO12015230) •CCNP Voice & Data (Trained) •KCNA (Kohinoor Certified Network Associate) •Completed the training in RHEL •Knowledge of Windows Server
courses: CCNA (Voice) 640-461 Certified (CSCO12015230) •CCNA (Data) 640-802 Certified (CSCO12015230) •CCNP Voice & Data (Trained) •KCNA (Kohinoor Certified Network Associate) •Completed the training in RHEL •Knowledge of Windows Server