Abdul Hameed Mohammed Email and Phone Number

• Provide consultation to customers and provide suitable IT Solutions based on budget, resources, timeline and technical requirement.• Building and maintaining strong Vendor (Channel) and customer relationships• Managing customer accounts, including negotiating contracts and agreements to maximize profit• Pre-Sales Activity: Site Survey, Technical write-up / BOM /Proof of Concept/ Network Diagram according to customer requirement.• Post Sales Activity: Implementing the whole life cycle of project, documentation and related procedures.• Responsible for consultation, design and implementation of the projects involving IP Telephony - Collaboration (voice & video), Routing & Switching, Wireless, Security, Virtualization & Backup solutions• Creating Project documentation and policies.• Work on RFPs, technical specifications and preparation of Bill of Quantity for submittals.• Work with partners/alliances on their requirements and assisting them with technical evaluations from presales till post sales and support. • Manage end customer/supplier accounts and maintain the relations.• Manage the principal vendor partnerships and channel relations• Involved in the preparation of the IT roadmap for the company based on the latest technology trends and the requirements.• Conducting training for colleagues and new employees on latest technologies.• Conduct wireless surveys and the wireless heatmap generations.• Handle escalations.

• Setup and troubleshoot the Cisco IP telephony and Aspect Contact Center routing.• Quality Analysis and Testing of the Contact Center routing designs.• Migration / Decommission of the Cisco Unified Communication Manager (CUCM) and Aspect Contact Center.• Test the upgraded versions of the systems in the lab environment and document the results. Upon confirming the stability of the systems, prepare for the upgrade of the production environment. • Configuration and Implementation of Cisco IP telephony. Responsible for Call Managers versions (6, 7, 8) Unity Connections 7.x, SRST, Gatekeeper and various Gateway Protocols.• Configuration of Cisco IP Phones, Partitions, Calling Search Space, Route Lists, Route Groups, Route Patterns, Translation Patterns, etc .• Voice Infrastructure troubleshooting on Gateways like H.323, MGCP, and SIP.• Interact and work with Aspect Unified IP Dialer, IVR (Nuance Speech), Aspect ECS (Enterprise Contact Server) and PBX teams to ensure smooth working of the Cisco and Contact Center systems. Thus, ensuring the best quality to the customers and the internal users.• Setup real time reports, using Aspect Unified Command Center - Real Time Reporting, with the information from single/multiple site(s) related to Calls, Agents and Trunks.• Setup real time dashboards for monitoring the status of the systems, system utilization, errors, etc.• Troubleshooting Cisco CUCM, Call routing, Aspect ACD Contact Center related issues.• Liaise with Vendor/Telco's and determine the Root Cause of the network/technical issues and work on an action plan to avoid such occurrence in the future.

• Voice and Contact Center Infrastructure engineer, responsible for installation, configuration and implementation of Cisco IPT solution. Responsibility area included Call Managers, Unity Connections, Gatekeeper and various Gateway Protocols.• Responsible for providing Unified Communication including IP Telephony and related network design and architecture assistance to assigned customers with respect to Unified Communications implementation.• Provide support on Cisco Call Manager (CCM) , Call Routing, Voice Gateways (MGCP, H.323), complex Global IP telephony environments, SIP Trunking, Gatekeepers, etc• Implement the Cisco IP telephony solution in the new HSBC premises in UK.• Setup Contingency / Disaster Recovery plans.• Responsible for the call routing of various UK HSBC businesses to HSBC customer care sites across the globe using Aspect ACD (Automatic Call Distribution) Contact Center.• Work on projects, representing UK Voice and Contact Center Infrastructure team, involving the call routing setup of respective businesses.• Discuss the requirements with the various business owners, advise the feasibilities and make sure the work is completed on schedule.• Order External numbers (Toll Free/Non Toll Free) and advise the Telco to route them to specific delivery numbers.• Creation of Cisco ICM (Intelligent Contact Management) scripts to route the calls to Aspect Contact Center System and other various destinations.• Setup Bank holiday routing on Cisco ICM and Aspect Contact Center System. • Work with Nortel and Avaya teams for routing specific numbers on Cisco and Aspect platforms.

• Design and implement the network setup including the IP Subnet allocation, routing protocols, summarization, etc• Design, implement, test and monitor centralized management system.• Perform network surveys and prepare design proposal.• Manage the network devices and their availability as well as compliance to network security standards.• Configuration and installation of Network elements such as routers, switches, etc as per the network design and requirement.• Analyze, troubleshoot and report on network performance problems.• Monitor and troubleshoot the WAN - leased line and isdn connectivity between locations.• Coordinate with Vendors and ensure on time delivery of the required network elements.• Work with the Telco to resolve the connectivity issues on time to avoid any productivity loss.• Troubleshoot LAN/WAN connectivity issues and network hardware issues.• Prepare process documentation for network design, implementation, network elements used, etc.• Document all the issues and develop a knowledge base for reference.

Assembling PCs depending on the customer requirement and budget.Providing basic network solution for small officesTroubleshooting hardware and network problemsInteracting with various computer distributors/resellers to get the best deals and stay updated with the latest products in the marketDeveloped excellent vender and customer relationship skills