K J Email & Phone Number

Chennai, Tn, In

Chennai, Tamil Nadu, India

Able to work directly with customer, account teams and business units to build High and Low level designs (HLD, LLD)Excellent understanding of Cisco Collaboration and Unified Communication system & Contact Center System.Performs analysis and diagnosis for Jabber,WebEx,PCCE,UCCE issues. Troubleshooting, resolution and preform Root cause analysis for critical issuesBuild and simulated UC networks in test labs to resolve problems and compatibility issuesHandle incident and problem tickets, speak with end-users and work on CIM, resolve critical operations issues rapidly and effectively.Ensure service delivery as per the SOW\SLAProperly update all tickets using established documentation standards to ensure issues are well documented, stakeholders are informed, and issues are closedPlans and executes UC & Contact Center Upgrade for CUCM ,WebEx ,PCCE,UCCEProvide team support and process improvements through individual contributionsEstablish effective working relationships with all customers, partners and co-workers. Collaborate & work closely with all teams in resolving complex support issues.

Working as a Technical Lead in Product Engineering Division (PED) team. (PED) provides onshore/offshore software product engineering services for growing companies – exclusively in the customer interaction management (CIM) space

Bangalore

• Providing operational support for Monsanto Cisco CTI projects. Support all aspects of UCCE. • Planned and implemented UCCE for Monsanto and designed Low Level Design Document• Designed Low Level Design Document, Call Flow, CVP, Call Communication Manager Cluster and Cisco Voice Gateway for CVP.• Enterprise/Hosted Contact Centre including ICM Configuration Manager Maintenance, ICM Script Editor.• Preparing bill of material & detail engineering; conducting project review meetings for evaluating project progress & taking adequate corrective actions, if required• Provide Capacity and scalability advice, Upgrade and migrationPlanning.• Troubleshooting critical UCCE Issues.• Coordinating with Cisco TAC on escalated issues. Root Cause Analysis on IPT, and UCCE related issues.• Configured ICM scripts based on Customer request.• Handle change and service request for new UCCE implementation• Conducting root cause analysis on UCCE Incident.• Work for permanent solution on reoccurring UCCE Incidents.• Making emergency changes in the network to ensure uninterrupted services.• Documenting network changes and updating diagrams accordingly.• Working with third party vendors for new project implementations related to UCCE support.

• Deployed ICM scripts based on the client request (mainly from UK clients) • Configured ICM, CVP, CUCM, VG and various other Cisco products• Migration from UCCE 8.0 to UCCE 10.0• Responsible for implementing UCCE • Designed Low Level Design Document• Handled installation and configuration of ICM 8.5 Components, Call Flow, CVP, Call Communication Manager Cluster, Cisco Unity Connection and Cisco Voice Gateway for CVP• Responsible for Contact Center Issue.• Implemented UCCX project for Walt Disney• Manage connection, configuration and organization of Cisco equipment in IT architecture of organization

Chennai Area, India

Master’S Degree, Computer Systems Networking And Telecommunications

Master's in Computer Networks

Engineer’S Degree, Computer Science

B.E(Computer Science)