Joseph Jacob Email & Phone Number

Frisco, Tx, Us

Dallas, Tx, Us

Bangalore, Karnataka, In

Melbourne, Florida, Us

Worked as Technology cluster lead for Network and Unified Communication, handled transition and transformation project in hybrid Data Center for both Network & Unified Communication MS TEAMS , Expressway, CUCM , CER, Global Protect VPN, Palalto firewall, Sophos proxy, Cisco ISE, DNA, handled planning, implementation and sustenance of all above.

Santa Clara, California, Us

Data center operations, Unified Communications technology Lead , handle a team and also level 3 for MS TEAMS, CUCM, CUBES, F5, Skype, WebEx, Mobility & Remote Access / Expressway c&Edge, PRTG, uplinks, CUC, UCCX, Audiocode SBC

Milwaukee, Wi, Us

Data Center operations and Cisco Unified Communications and Cisco Contact Center UCCE, CUBE, E-fax , NicePerform & VPI call recording ,

Abbott Park, Illinois, Us

lead for Enterprise Avaya ACD system and Data Center operations

Bangalore, Karnataka, In

Core CompetenciesIT Transformation & Data Center ManagementComprehensive experience in IT transformation and enterprise data center lifecycle, ranging from assessments and strategy formulation to build-outs, migrations, consolidations, virtualization, and cloud integration.Global Service Desk & Call Center ExpertiseProficient in the design, deployment, and ongoing management of global end-user service desks and call centers.Non-linear Business Growth StrategiesSkilled in formulating and executing multifaceted business growth strategies involving People, Process, and Technology transformations. Key achievements include:Centralized Support Centers: Orchestrated the centralization of seven regional contact centers, integrating multiple channels such as voice, email, chat, and web-based routing. Designed the model with a focus on Customer Satisfaction (CSAT), Employee Satisfaction (ESAT), First Call Resolution, optimal abandoned rates, and ROI.Data Center Rationalization: Conducted data center and infrastructure consolidation, optimization, and relocation with an eye toward aligning with business objectives.Operational Automation: Implemented runbook automation for monitoring tools and daily operations across various departments, including Network, Security, Backup, Storage, Application, SOC, and Telephony.Cross-Skilling & Shared Services: Enabled skill blending across technical support teams and implemented shared service desks and Level 2 engineering teams.Diverse IT ExpertisePossess a varied skill set encompassing IT Strategy, IT Architecture, Infrastructure Management, Data Center Design, Disaster Recovery, and Business Continuity, along with Cloud Migrations.Network Operation Center (NOC) DesignSpecialized in designing IT infrastructure for Network Operation Centers (NOC), including remote and on-site monitoring and management across various technology domains like IT Infrastructure Tools, Network, Security, IP Telephony, and CC Technologies.

had worked here for 9 months, I was responsible to plan and implement point of presence (POP) for Internet Service for the company in Cochin, Coimbatore and Calicut.I had commissioned all three POP’s within 3 months. This includes identifying office space, getting carrier / telecom resources like E1R2 lines from TSP and establishing network termination room. Also to have WAN links with redundancy to Company’s gateway and other POP’s in mesh topology.

Administration and sustenance of Paging Control Terminal PCT ( Glenayre GL 3000 ES) Site and site VHF paging transmitter’s Drop Site. This includes Paging Control Terminal UHF Link Transmitter( Glenayre QT 5701) , VHF Transmitter (Glenayre GL 5310), Digital System Controller for simulcasting. Administration and sustenance support for Paging Service Desk includes CRM , Automatic Call distribution and E1R2 PSTN lines from central office, where customer call for sending alphanumeric messages.Supporting Customer service and Pre-sales team.Hands on with :- a. IOX-130 & IOX 140 PBX , Avaya Definity PBX , Avaya G3Si PBX,b. Programming of Motorola, NEC and Philips Pagers. Hardware repair of Motorola Advisor & Memo-express pagers,c. Periodic VHF Coverage Test for the licensed geo under Bangalore Telecom District and calibration of transmitter according to regulatory compliance.Automation Project :- Had done project on street light switch on/off for Karnataka State Electricity Board using Radio pager.