Saroj Kumar Jena Email & Phone Number

Bengaluru, Ka, In

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

♣ Solutions: Microsoft UC, Direct Routing, and Cisco UCCE 12.5♣ Cisco: CUCM 12.5, Jabber 12.X, 14.X, ICM 12.5, VVB 12.5, PG, ISE 12.5, Finesse 12.5♣ Microsoft: Microsoft Direct routing, Calling plan, Office 365, Azure, MS Teams, Powershell♣ SBC: CUBE, Ribbon, Audiocodec, Anynode♣ Cloud: Microsoft Azure, Amazon web services (AWS)♣ Tools: MOTD, BT Inbound architect, eGain 21.15, Amazon Polly, ISE 12.5, JIRA, ServiceNow, Audacity, Verint Screen capture 13.9, Wordwatch 6.3 Recording archival♣ Monitoring tools: Cyara 2024.X, Korbyt 3.7, eGain 21.15, RTMT 12.5, MS Monitoring♣ Recording solutions: Verint 15.2, Verba 9.6♣ Vendors Managing: Microsoft, British Telecom, Cisco, Korbyt, Cyara, Amazon♣ Major Work: Troubleshooting and Rectifying UC Issues, Preparing SOPs, Trainer, Analysis logs, Implement CR, Implementation, ISE, and Phone Line Scripting♣ Moreover, I provide training to new engineers to ensure their successful integration into the team.

Mumbai, Maharashtra, India

♣ Solutions: Cisco UCCE and PCCE, LCM♣ Monitoring tools: Solarwind, NGO, CUIC, RTMT♣ Working as an on-site engineer through Servion Global Solution.→ Experienced Onsite Cisco Voice Engineer and Consultant specializing in Cisco UCCE and PCCE solutions. → Skilled in troubleshooting inbound and outbound call issues, handling agent-level problems, and managing service requests. → Proficient in monitoring tools such as Solarwind, NGO, CUIC, and RTMT. Accomplished in scripting, campaign management, and call flow customization. → Well-versed in supporting Cisco TAC and other vendors' TAC teams. Strong expertise in change management, system monitoring, and log analysis. → Committed to providing exceptional support and delivering training to new engineers.→ Configuring (Addition/Deletion/Modification) IP Phones.→ Creating new Reports/Dashboard (CUIC) as per business requirement.→ Agent Creation/Modification through CCMP/ICM.→ Resolving UC issues & helping seniors on various activity/severity.→ Working on Incidents and Service Request tickets.→ Creation outbound Campaigns & Creating/Updating Script as per requirement.→ Creating daily checklist.→ Taking ICM backup, fetching logs form Logger/Router/PG.

Chennai, Tamil Nadu, India

♣ Solutions: Cisco UCCE, PCCE, UCCX, IPT, LCM, ServCloud♣ Monitoring tools: ServCare, Solarwind, CUIC, RTMT♣ Recording Solution: Calabrio→ Results-driven Cisco Voice Engineer experienced in troubleshooting and resolving inbound call issues across UCCE, UCCX, IPT, and PCCE. → Skilled in handling agent-level problems, managing service requests, and incident handling. → Proficient in system monitoring, alert handling, and preparing health reports. → Expertise in Cisco change management, upgrades, and providing on-call support. → Strong background in creating and organizing WebEx and other meetings. → Well-versed in log collection, SOP preparation, and supporting Cisco TAC and other vendors' TAC teams. → Experienced in onboarding/offboarding servers and systems on monitoring tools like ServCare. → Proficient in server, CUBE, and CUSP monitoring using Solarwind, ServCare, and NGO Monitoring Portal. → Knowledgeable in resolving recording issues with Calabrio recording solution. → L1 support experience in diverse contact center environments including UCCE, UCCX, IPT, and PCCE.

Bachelor Of Technology (B.Tech.), Computer Science Engineering, A

Advance Diploma, Computer Hardware And Networking With Ccna, A

Diploma, Information Technology, A