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Summary10+ years of experience in voice and collaboration engineering, with a background in technical support.Strong Cisco experience, including Unified Communications, Contact Centers, and Cisco Webex configuration and support.Strong understanding of healthcare and insurance environments gained across multiple companies such as J&J and Nationwide.Certifications and TrainingAdministering Cisco Unified Communications Workspace Part 1: BASIC (ACUCW1)Introducing Cisco Voice and Unified Communications Administration V8.0 (ICOMM)ITIL v.3 CertifiedCompTIA A+ CertificationDell Certified Systems Expert of various Dell Desktop and Laptop ModelsIBM Certified of various IBM/Lenovo Desktops and Laptop ModelsProfessional ExperienceAugust 2022 July 2023Sonepar USACollaboration Support EngineerResponsible for VoIP installations, migrations, and support.Addressed basic to advanced technical issues and provide end-user training.Worked with local businesses to gather information for VoIP conversion and SIP activation.Worked with the carrier on number porting to coincide with SIP activation.Assisted lead engineer on VoIP projects.Created call flow for inbound calls and auto-attendant as determined through communication with the business and manager.Configured all aspects of VoIP services for new locations/migrations.Troubleshot QoS and voice quality issues.Documented the process and procedures for VoIP conversion.Provided Day-to-day support/administration of Call Manager, Unity Connection, UCCX, Operator Console, e911, video, VoIP reporting, and TEAMS Room.Maintained personal interface with other co-workers and customers to facilitate troubleshooting.Responsible for performance monitoring and analysis for VoIP.Assisted with video equipment installation (TEAMS Room) as applicable.Took direction from the manager for all VoIP-related upgrades and projects.Involved with incident and problem management activities.Ensured VoIP platforms are kept currently patched from the approved vendor source to reduce vulnerabilities and correct anomalies.Researched solutions that benefit all OpCos to reduce costs and increase functionality.January 2021 August 2022HCL Technologies (Client: Johnson & Johnson)Voice Solution EngineerWorked in a Cisco Contact Center environment.Performed CSRs Complex Service Requests.Created SIP trunks for GENESYS PURE ENGAGE CONTACT CENTER.Created CTI Route Point (Jtapi controlled by Genesys).Created Route Pattern, Route Group, Route List.Created Third Party SIP Phones: CIPC, Zoom Phones, AV Biamp Device Cards.Troubleshot SIP Call Flows.Responsible for Bulk Administration MACDs.Responsible for Cisco Unity Tasks.February 2017 August 2020Blackbox (Client: Mt. Sinai)Sr. Voice AnalystWorked on Cisco Webex cloud contact center configuration and troubleshooting.Resolved service requests as they arise through a ticketing system.Provided root cause analysis of client-business impacting events and provide workaround resolutions or suggestions.Assessed the customer environment and escalate if required.Troubleshot CUCM v 6.x/7.x/8.x/9.x/10.x/11. x.Troubleshot Cisco Unity/Unity Connection 9.x/10. x.Utilized Collaboration applications such as MS Teams & Zoom.Created user accounts and providing instructions to users for the use of IP telephony via e-mail and telephone.Troubleshot UCCX & CUCM issues.Installed Cisco Agent Desktop CAD, Cisco Supervisor Desktop, CDA & Finesse.Configured workflows according to the needs of the client.Worked with Microsoft Lync/Skype for Business, Call Manager, and voice gateways (Cisco Call Manager, Skype for Business, and Audio codes).Used Zoom International call recording software.Supported third-party integrated voice software such as Zoom, Andtek, SFDC, ISDC.June 2016 August 2016TekscapeCisco VOIP AnalystResolved service requests as they arise through a ticketing system.Provided root cause analysis of client-business impacting events and provide workaround resolutions or suggestions.Assessed the customer environment and escalate if required.Troubleshot CUCM v 6.x/7.x/8.x/9.x/10.x/11. x.Troubleshot Cisco Unity/Unity Connection 9.x/10. x.Troubleshot Collaboration technologies.Worked with Microsoft Lync/Skype for Business, Call Manager and voice gateways (Cisco Call Manager, Skype for Business, and Audio codes).July 2013 December 2015Nationwide InsuranceUC Support EngineerCreated user accounts and provided instructions to users for the use of IP telephony via e-mail and telephone.Troubleshot UCCX & CUCM issues.Installed Cisco Agent Desktop CAD, Cisco Supervisor Desktop & CDA in UCCX.Configured workflows according to the needs of the client.Installed Cisco historical reporting and capture logs on CAD, CSD, & CDA.Customized and configure line setting per users request.Worked on CUCM Migration and Upgrade.Monitored Cisco RTMT Alerts and take appropriate actions to immediately resolve the issues.Worked with vendors to upgrade clusters.Assisted customers with their pilot projects and maintain Cisco Unified Communication Licensing.Assigned Unified CCX Extensions to agents in UCCX 8.5.Assigned Resource Groups and Skills to Agents in UCCX 8.5.Created Skills, Resource Agent Groups, Contact Service Queues, and Resource Group CSQ in UCCX 8.5.Administrated Cisco Unified Call Manager v 8.5., Cisco Unity Connection v 8.5, Cisco Unified Enterprise Attendant Console v 8.5.May 2011 July 2012Verizon (GlaxoSmithKline Project)Voice EngineerWorked in a Cisco Contact Center environment.Provided onsite support to 6000 end users in North and South America with their daily telephony issues.Created user accounts and provided instructions to users for the use of IP telephony via e-mail and telephone.Troubleshot existing IP telephony issues.Customized and configured line settings per the user's request.Assisted customers with their pilot projects and maintain Cisco Unified Communication Licensing.Provided support for Cisco Unity Express & Cisco Call Manager Express.Assigned Unified CCX Extensions to agents in UCCX.Assigned Resource Groups and Skills to Agents in UCCXCreated Skills, Resource Agent Groups, Contact Service Queues, and Resource Group CSQ in UCCX.Created Teams and Make Assignments.Managed and logged tickets related to IP telephony in GSK Remedy System (GSK Support Console).Provided initial troubleshooting with all IPT Gateway issues.Advised customers to resolve their additional issues while being an onsite contact person available for 24/7 (Verizon NOC Support) in case of emergency.February 2011 April 2011MPL Systems (Citigroup Project)Computer Support SpecialistManaged inventory by replenishing revolving inventory with incoming equipment, checking out hardware for deployment, monitoring inventory thresholds, and notifying management of inventory issues in a timely manner.Applied base image by using manual or semi-automated processes and utilities.Scheduled deployment appointments with users and/or department administrators.Installed supplemental software packages for non-imaged software.Tested system readiness for deployment.Responsible for End-user/profile configuration on email, printers, file share drives, etc.Migrated system data from the old desktop to the new desktop using manual and/or automated utilities.Performed data destruction of old desktop drives.Followed up with the user to ensure the new desktop is working and data/configuration is correct.Escalated issues, problems, and customer concerns to Desktop Systems Manager and Project Manager as needed in a timely, proactive manner.August 2006 February 2007, September 2007 December 2010Worldwide Tech ServicesField PC Support RepresentativeInstalled basic operating system software including Windows XP, Windows Vista, and Windows 7.Performed backups and diagnosed malfunctioning IBM and Dell laptops and desktops.Repaired hardware problems and software configurations.Installed and tested PCs for clients at their residences or places of business.July 2006 August 2006BravotechPC Refresh Team TechnicianInstalled software and made upgrades to the computers as per the customers request.Staged new equipment, deployed new equipment, collected old assets, and data wiped old assets.February 2002 January 2006BancTec CorporationField PC Support TechnicianWorked on various Dell Products, including home desktop computers and personal notebooks as a Dell Certified Technician.Serviced computers for hardware and software problems.Installed new systems for Dell, Compaq-HP, Micron, and other third-party calls.Performed system installations, data migration, hardware upgrades, repairs, warranty service, and installations of wireless networks.Diagnosed and identified hardware problems and addressed software issues.Worked on various printer models including Dell, Lexmark, and HP as a certified technician.Worked on various Operating Systems including Windows 98, Windows 2000, Windows Millennium, Windows NT, and Windows XP.Worked in various Microsoft Office Applications.EducationHigh School Diploma (Completed), Pakistan |
