Aimu Kurian

• Working as offshore lead for Cisco unified communication for US based client BestBuy
• Responsibility:
• Managing 14 members UC team and working on all L1,L2 and L3 related issues.
• Weekly connect with Client management and reviewing all works and activity
• One to One meeting with team and review the work based on service now ticketing and scheduled activities
• Being part of CUCM upgrades, SIP conversion etc..
• First level POC for all the client escalation
• Troubleshooting all the issues related CUCM,CUC,Cisco jabber,PA system and calabrio.
• Scheduling Change request as per the customer requirement and updating Maker-Checker
• Document all the works and achievements and presenting in client all hands meeting

Unified communication engineer for client Netapp INC.

RESPONSIBILITIES


• Being part of client Voice Operations team, I am supporting the client and my responsibilities are handling escalated incident tickets and change requests.
• Provide day-to-day support, proactive maintenance and perform complex system troubleshooting independently.
• Provide strategic technical direction, installation, and configuration of all IP-based telephone systems/services.
• Coordinate with different support groups like Cisco TAC, Zoom & other vendors.
• Troubleshooting of Voice Gateways including VG224 and call signaling protocols H.323, MGCP and SIP.
• Worked on CUBE, CUSP and SBC.
• Troubleshooting various calls failure issues and other issues with Cisco Collaboration devices.
• Configuring helpdesk agent’s, TSE’s in CUCM and Interaction client.
• Configuring Softphones and User device profiles for user and their troubleshooting.
• Troubleshooting agents Call, Chat and Recording issues.
• Configuring Phones and Users using Bulk Administration Tools. (BAT)
• Monitoring complete environment through Real Time Monitoring Tools. (RTMT)
• IOS upgrades for the Voice Gateways and Cisco Phones firmware upgrade.
• Remotely guide onsite technicians for installation and configuration of voice devices.
• Modify the configuration and routing plan of IP phones according to customer requirement.
• Managing, Maintaining and troubleshooting of Unity Connection, Presence. (Jabber)
• Assisting users in Presence application (CISCO Jabber) login, chat backup and Softphone services issues.
• Managing WebEx account for the users, meeting recordings and troubleshooting meeting related issues.
• Managing Telepresence devices and configurations.
• Creating and implementing Change task and performing the task for various upgrade and activities in UC environment.
• Upgrading ESXI host.
• Worked on Upgrading CUCM and CUC from 11.5 to 12.5 latest version.
• Checking the UCS health and driver status whether the call manager servers are hosted.
• Worked on updating and removing expired call manager certificates

• Project: Resident Engineer, Infosys
• Roles and Responsibilities:
• Troubleshooting the R&S and VOIP Issues
• Raise the TAC with Cisco As per customer requirement
• Coordinating with Clients and giving solutions for the Problems.
• Acting as interface between client and Cisco TAC Engineer.
• Troubleshooting issues related to IP Phones
• Doing the follow up on cases daily basis.
• Troubleshooting issues related to Cisco 2800 series routers

• NOC Engineer, Federal Bank Data Center
• Being a part of Network Operations Centre, we have been managing around 1000 client branches in terms of the devices such as Routers, switches and modems.
• Troubleshooting and migrating the routing Protocols (BGP) as per the client requirement
• Trouble shooting of issue such as Latency, CRC errors on Wireless and wire line links.
• Coordinating with TATA (ISP) and follow up the escalation process for link incident and target to close the ticket within SLA.
• Change Request processing for individual special access
• Coordinating with TATA for new link commissioning ,migration and link termination
• GRE Tunnel implementation between client locations
• Monitoring and managing more than 350 Vsats
• Maintaining good relationship with customer and generating Service Performance and feedback reports