• Acted as the subject matter expert and escalation point for UCC customers in the APAC region.• Engineered and led the global deployment of On-net calling based on Session Manager and location based CAC and AAR at more than 130 sites.• Coordinated external and internal resources to deal with daily operations and project work.• Migrated number of sites including a regional Service Center of 4000+ users from legacy telephony and Video systems to Cisco UCC platform.• Performed dial plan migrations to E.164 standard and designed systems to meet country specific regulatory requirements.• Investigated and fixed voice quality, one-way audio and various other performance issues.• Developed and maintained documentation on endpoint and accessories (headphones for CIPC and Jabber) catalogues, end-user training materials, end of life devices and asset records.• Supported the service owner in maintaining a service road-map, in driving life-cycle, security, compliance, extension and innovation projects according to the service road-map.• Represented the service across the organization, managed and provided input concerning changes to it and served as the key stakeholder in processes that enable or support the service.• Coordinated activities with an external consultancy services company to assess and estimate savings by moving traditional telephony lines to SIP trunks at worldwide office locations.

• Designed, engineered, deployed and supported Cisco UCC solutions at Alcon’s worldwide office locations.• Upgraded a CUCM, Unity Connection and Contact Center Express environment in an on-site project at Alcon’s Sydney office. • Acted as IT business partner for local IT teams and on-call engineer.• Designed deployed customer support solutions based on contact center express and Cisco unity connection and unity express based IVR solutions.• Opened and led conference calls to troubleshoot major incidents and service outages to coordinate activities between teams and suppliers.• Investigated system outages including database replication and site-wide calling issues and fixed them.• Developed and maintained training materials and asset records.• Collaborated in IT initiatives for standardization and adoption of new and existing technologies. • Acted as a Subject Matter Expert for voice and video including, but not limited to last level of network support for daily operations and was the interface for 3rd party network providers.

• Responsible for the successful deployment and support of end to end Cisco telephony solutions in the mid to large markets for a variety of business verticals.• Deployed new sites and branch offices, managed the global dial plan and gatekeeper system.• Opened and led conference calls to troubleshoot major incidents and service outages to coordinate activities between teams and suppliers.• Performed P2V migration of Cisco call manager, Unity and unity connection applications.• Performed scheduled software up-gradation and patch installation of different versions of call manger and other Cisco application servers and devices including Routers and Switches and their maintenance.• Acted as the shift-lead and escalation point for other engineers.

• Responsible for the successful deployment and support of end to end Cisco telephony solutions in the mid to large markets for a variety of business verticals.• Proactive monitoring of system performance and investigation of alarms from different application servers. • Worked on assigned cases on severity basis to provide the customer with the best possible work around at the earliest time.• Created and maintained network diagrams following the document management processes.

• Deployed IP Telephony systems of small sizes based on Cisco call manager express and call manager standalone servers for small businesses.• Gathered customer requirements to design and size solution and generate quotations or orders.• Taken care of solution deployment from rack-mounting, cabling and initial configuration, image up-gradation wherever required.• Delivered on-site and remote trainings and developed end user training materials.