CERTIFICATIOS.

• CCNA (Certified)
• CCNA Voice (Certified)
• Implementing Cisco Video Network Devices (Certified)- Cisco ID: CSCO12239966
• Microsoft Azure Architecture & Solution (Trained)

Experience:

• Company: Accenture
• Designation: SW/Application Tech Support Analyst
• Project: Global Voice Team
• Duration: January 2017 till Date

Responsibilities:

Global Voice Team provide solution and support 400+ Contact center projects in Accenture.

• Configuring and troubleshooting on UCCE components such as ICM, PGs, CUCM, CUIC, CCMP, CIM, ECE, CIMC, Gateways, Cisco Phones.
• Configuring DID to Extension mapping, DID configuring on GW. Holiday messages in ICM call flow, CAD/CTIOS, Finess agent addition, mapping and troubleshooting login issues, phone, EM ID configuration and troubleshooting, BAT, Route Patterns, Reporting in CUIC.
• Configuring and troubleshooting on “Nice” Recording application.
• Handling Incidents/SRMs in Remedy ITSM/ServiceNow Tool and Resolving within SLA.
• Perform daily checklist such as monitoring UCCE devices to avoid P1 tickets.

Experience:

• Company: Accenture
• Designation: Voice Engineer
• Project: VRMS (India Voice Team)
• Duration: February 2015 to Dec 2017

Responsibilities:

VRMS (Voice Remote Management support) supports All India Domestic telephony system.

• Performed Power shutdown activity.
• VLAN Configuration
• Taking weekly backup of Ericsson/CUCM.
• Configuring Digital Phones and Cisco IP Phones, Route patterns, FAC.
• Monitoring Cisco Devices in RTMT in case of any issues.
• Monitoring Hardware in CIMC in case of issues.
• Troubleshooting Devices such as Analog Phone, Ericsson Digital Phone & Cisco IP Phones.
• Fetching Call Data Reports every 15days.
• Fetching Voice Minutes & Cost reports for Mumbai location every months
• Escalating issue to Vendors and taking continues follow ups.
• Logging tickets with Service Providers in case of PRI Down.
• Taking Daily backup of Avaya CMS Supervisor.
• Verifying PRI, Gateways, Toll Free Numbers and Conference ID numbers working fine. Checking alerts and alarms of devices in all India Accenture Locations and maintaining reports and mailing to Leads. In case of any issue raising incidents.
• Maintaining daily Artifacts on Accenture Portals.

Experience:

Company: Nine A Business Connect Pvt. Ltd.
Company Profile: Provide IT Solution.
Designation: Network/Voice Engineer
Duration: May 2014 till Feb 2015

Responsibilities:

• Provide support to VoIP/Video Customers.
• Configuring Mitel 5312 Series IP Phones to Mitel Controller.
• Installing and Configuring Sangoma Analog/Digital Cards and Analog/Digital Gateways.
• Logging a Call and providing technical support for existing Customer to whom we sold Matrix, Mitel, Sangoma VoIP devices.
• Providing technical support for existing Customer to whom we sold LifeSize Video Conferencing Unit.
• Providing BOQ and Architecture design for new customers who are interested in VoIP/Video Solution.
• Co ordinate with multiple vendors for quotation as per customer requirement.

Experience:

Company: DSM Infocom Pvt Ltd.
Company Profile: Provide network solution.
Designation: Network Engineer
Duration: December 2012 till June 2013
Client: Bank of India

Responsibilities:

• Monitoring WAN Links for all branches of “Bank of India” in India such as Lease Line and ISDN.
• Troubleshooting LAN and WAN issues of branches from NOC.
• Coordinating and follow-up with ISP’s and vendors on calls and emails.
• Responding emails of seniors by giving them proper updates of links.
• Perform troubleshooting analysis of the Modems and Routers.
• Lease line and ISDN troubleshooting on Cisco Routers