Summary
Overview
Work History
Education
Skills
Training
Languages
Timeline
Generic

ANANDAM M J

Bangalore

Summary

10+ years of experience in diverse roles in the infrastructure space especially into roles like Voice, video and Data network engineer and Field Support Engineer. Experience in Troubleshooting VOIP, LAN, Implementing WAN networks, Documentation, Asset management. Excellent Communications backed up-by-sound professional ability to work independently as well contributing to a team.

Overview

16
16
years of professional experience

Work History

Technical Lead Engineer

LTI MINDTREE Ltd
05.2016 - Current
  • Provided 2nd tier support to Users Globally utilizing Cisco Call Manager 11.5 / 12.5 and Cisco Unity connection, AVAYA CM and Aura Massaging system
  • Managed and Maintained Analog fax lines, Voicemails, Auto Attendants, Phone setup, and Alarms/Alerts
  • Setup and troubleshoot of digital voice gateways and IP phones
  • Major contribution in on net and off net call routing
  • Provided consulting services to clients through Remote Connections
  • Configuration and managing faults related to IP phones, Extension Mobility, Call Pickup Group, Translation Pattern, and Route Pattern
  • Configuration and Troubleshooting of Hunt group
  • Configuration DSP resource for various application, Configuration of MOH resources and transponder resources
  • Managing dial plan using various tools like translation pattern, route pattern, calling/called transformation pattern, FAC, CMC, route list, line group, route group and local route group
  • Knowledge on RTMT tool
  • Troubleshooting faults related to analog devices like analog phones, Fax machines connected to VG224 which is registered with Cisco Call Manager using MGCP
  • Configuring Calling Search Spaces, Partitions, Regions, Locations, Route Pattern, Transformation Mask, Hunt List, Hunt Pilot, Voice Translation Rules, Voice Translation Profiles
  • Knowledge of QoS and CAC, troubleshooting complex network regarding call routing and gateways
  • Coordinating with PSTN platform team for call routing issues from Cisco IPT/Avaya Platform
  • Troubleshooting VoIP related issues related to call manager, IP Phones and voice mail
  • Managed day-to-day client and internal service requests and documented all services performed
  • Ensuring Closure of trouble ticket in defined SLA and root cause analysis for frequent incidents/problem
  • A proven ability to develop strong working relationships with clients
  • Configuring and troubleshooting SIP trunks between CUCMs and SBC's
  • Working knowledge on Oracle SBC and EOM tool
  • Migrate user from AVAYA Massaging to Cisco Unity connection
  • CUCM scratch installation experience
  • Manage and install CA-signed certificates for CUCM's Unity and CUPs
  • CUCM and Unity manual backup configure and initiation during activity
  • Successfully carried out CIMC, ESXi Hostname and domain name change activity
  • Raising TAC case with Cisco for assist during the major outages
  • Raising fault tickets with service provider like Verizon, AT&T, Airtel, reliance etc
  • Excellent interpersonal, verbal and written communication skills
  • We support all the products of Avaya, Major in PBX, CMS, AES, MODULAR MESSAGING, INTUITY AUDIX and SERVERS (s8000 series) and gateways (Definity & Legacy) and support all converged products
  • Responsible for performing Simple and Complex Move, Add and Changes (MAC) request on a large scale on PBX, CMS, Modular messaging and Audix Devices
  • Troubleshooting issues with Trunk, Call routing, CMS supervisor, AVAYA IP Soft phone, communicator, AVAYA IP Agent issues, Abbreviated dialing, incoming call handling and Voice mail, Media Gateway etc
  • Coordinating and implementation for the firmware up-gradation of IPSI, C-Lan, DS1, Medpro, Digital, VAL, Analog cards and service pack up-gradation of CM and MM servers
  • Monitor the LSP and ESS, co-ordinate with network team and bring back to the main server if it is unregistered

Senior Analyst

HCL Tech
11.2011 - 05.2016
  • Working on CISCO Unified Communication Manager 7.x and 8.x
  • Expert Cisco Unified Communication Call Manager, CME, SRST, Unity, Unity Connection & Unity Express
  • Familiar with various CISCO IPT devices like 7941, 7965, 7961, 7906, 7945, 7916, 7936
  • Configuring Extension mobility
  • Managing and troubleshooting telepresence end points like Mx700, Mx 800, C40, Sx20, Sx80
  • Configuration of user features such as speed dial, call forwarding, transfer, call park, call pickup, call forward all, extension mobility
  • Troubleshooting and providing support of Cisco IPT
  • Troubleshooting various gateways
  • Bulk administration (BAT) of IP phones and CIPC profiles
  • Knowledge on RTMT tool
  • Managing dial plan using various tools like translation pattern, route pattern, calling/called transformation pattern, FAC, CMC, route list, line group, route group and local route group
  • Taking care of VOIP transport related issues with respect to DID TFN and intl calling
  • Strong understanding of Cisco Unified Communication Dial Plans, Calling Search Spaces and Partitions
  • Familiar with network topologies
  • Solved/Engineered call routing, number translation, pickup groups, and call handler issues
  • Integrating CISCO UNITY CONNECTION with CUCM
  • Configuration of soft phone and IP communicators on PCs
  • Involved in Avaya to Cisco Migration
  • A proven ability to develop strong working relationships with clients
  • Excellent interpersonal, verbal and written communication skills
  • Worked on for Asia Pacific and EMEA region as Engineer analyst
  • Creating new phone line for users
  • Creating ACD ID's, Creating VDNS, Vectors, and Hunt groups
  • Working on AVAYA features and application
  • Customer Problem handling by centralized web application EURC (End user request center) which is Problem tracking tool ensures
  • Setting up AVAYA products Digital IP telephones as 6416d+, 6424d+, 2420 Call masters, Polycoms and IP soft phone
  • Monitoring Trunk group, errors, alarms remotely for all remote locations
  • Working on Modular messaging and Audix voicemail systems

Avaya Engineer

MICROLAND.ltd
11.2010 - 11.2011
  • Handling S8720 Media Server, G650 Gateways, NICE, CDR, CMS
  • Customer Management - Key technical contact for day-to-day telephony
  • Support for internal Microland offices
  • Monitors and responds to internal trouble and service request processes
  • Work involves configuring day to day requirements of System Features, Incoming and outgoing call routings, Dial plan, Station Features, Digital Phones, IP phones, Soft phones, as per the SLA of tickets
  • Configuration Route Patterns/ VDNs, Vectors, Split/Skills, Announcements (Addition and deletion and managing the announcements)
  • Agent Login Ids, & Extensions as per the requirement
  • Configuration of DS1 card with availability of E1 and T1 lines and IPSI & CLAN
  • Holiday massage activation as per process requirement
  • Interacting with vendors/Service providers and raising work order for data and voice connectivity
  • Worked on CMS to adding users providing user rights for Skills, Vector and VDN
  • Administration and Maintenance of Voice recording servers and Loggers (NICE)
  • CMS maintenance & NICE backup: Taking incremental backup, full backup and Admin backup
  • Maintaining the Nortel Passport and IPLC Lines
  • Provide updates to business on critical outages
  • ID Validation for voice servers
  • Managing ticket in Magnify in a very efficient manner
  • Managing Billing of all the process through CDR as per the process request
  • Co-ordinate on Changes to the Voice networks as per the defined Change Management process
  • Supporting 24/7 environment

Customer Support Engineer

Shree Communication
03.2009 - 11.2010
  • Company Overview: Communication Products
  • Responsible for handling implementation of AVAYA Phones, installation, configuration & troubleshooting of voice servers
  • Co-ordination and follow up with Telecom Vendor and PBX vendor to fix the issue with their side in case of third-party support exist at site
  • Participate in Change Management, assess Risk and Impact
  • Contacting and Coordinating with the outsourcing agencies, vendors, and various dept (Telco, WAN-Team and LAN-team)
  • Communication Products

Education

Diploma - Electronics & Communications Engineering

Sanjay Memorial Polytechnic
Sagar, Karnataka
01-2008

Karnataka Secondary Education
Sagar, Karnataka
01-2005

PUC - Karnataka

Board of Pre-University
Sagar, Karnataka
01-2005

Skills

  • VOIP Technologies: CUCM 10/11/12 ,
    CUPs, Cisco Unity Connection, Cisco
    Jabber, Telepresence, TMS, VCS
    Cisco WebEx
  • VOIP Routing Technologies: MGCP,
    SCCP, H323, SIP, RTP Experience in
    working in Global Support
    Environment
  • Experience one on Cisco MCS, UCS,
    and VCS Servers, Esxi Vspare, CIMC
  • Avaya S8300, S8500, S8700 Media
    servers Avaya G650 Media Gateway
    AES ServersCMS Reporting server
  • Avaya Voicemail Servers; Intuity-
    Audix, Octel, Modular Messaging &
    Area Systems
  • WAN Switching Technologies: FRAMEREALY,
    ISDN Quality verbal and E-mail
    communication
  • Tools: Wire shark, Real Time
    Monitoring Tool (RTMT), Cisco
    Configuration Professional (CCP),
    Packet Tracer, GNS (Generic Network
    simulator), VMware, Hyper-V,
    MS-Office, Adobe Photoshop
  • Experience working on Microsoft Live
    Meeting, Skype, Hip chat and Slack

Training

  • Cisco Certified Network Associate (CCNA)
  • Certified Network Associate Voice (CCNA Voice)
  • Cisco Certified Network Professional (CCNP VOIP)

Languages

English
Bilingual or Proficient (C2)
kannada
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)

Timeline

Technical Lead Engineer

LTI MINDTREE Ltd
05.2016 - Current

Senior Analyst

HCL Tech
11.2011 - 05.2016

Avaya Engineer

MICROLAND.ltd
11.2010 - 11.2011

Customer Support Engineer

Shree Communication
03.2009 - 11.2010

Diploma - Electronics & Communications Engineering

Sanjay Memorial Polytechnic

Karnataka Secondary Education

PUC - Karnataka

Board of Pre-University

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ANANDAM M J