ANIL KUMAR P
Bengaluru
Summary
18+ years of experience in diverse roles in the infrastructure space. Associate Consultant with hands-on experience supporting enterprise collaboration and contact center platforms, focused on operational excellence and continuous learning. Proficient in project management, data analysis, and business process improvement.
Overview
19
19
years of professional experience
8
8
Certificate
Work History
Associate Consultant – Team Lead
TCS Ltd
Gurgaon
12.2024 - Current
- Monitored and managed Webex infrastructure to ensure high availability and optimal performance.
- Provided Level 2/3 support for Webex issues, reducing downtime by 60%.
- Automated Webex administration tasks using Python and PowerShell scripts.
- Optimized Webex configurations for better call quality and meeting reliability.
- Collaborated with networking and security teams to ensure compliance with industry standards.
- Managed Webex user accounts, licenses, and troubleshooting within Webex Control Hub.
- Conducted root cause analysis for recurring Webex issues, improving resolution time by 30%.
- Integrated Webex with third-party applications such as Microsoft 365 and Salesforce.
- Provided training and documentation for end-users to enhance Webex adoption.
Associate Principal - Cloud & Infra Management
LTI Mindtree Pvt Ltd
Bangalore
10.2018 - 12.2024
- Webex Administration: Administer and support Cisco Webex environments, including setup, user management, and troubleshooting, enhancing collaboration across departments.
- Played a key role in the timely communication of active backend incidents and outages, ensuring alignment with client needs and project scope.
- Worked closely with the engineering team to optimize product features, resulting in a 30% improvement in overall user experience.
- Incident Management: Effectively use ServiceNow for incident logging and management, consistently adhering to SLAs and improving response times by 20%.
- Technical Troubleshooting: Provide comprehensive support for Windows and Mac platforms, focusing on application issues, especially MS Outlook, ensuring minimal downtime.
- User Support and Training: Conduct regular training sessions on the use of Cisco Webex and Telepresence device installing, configuring, and troubleshooting cisco video end points like DX80, Desk-Pro, Room-kit mini and Room-OS.
Specialist-IT Infra.
Cognizant Technology Solutions
Bangalore
12.2013 - 10.2018
- Provide L2 support for Cisco unified communication systems for various clients.
- Perform MACD (Modify, Add, Change, delete) operations in CUCM and CUC as per the request from end users.
- Managing Call manager features such as Partition, CSS, Line group, Caller ID, shared line, phone button template, soft key template etc.
- Troubleshoot ISDN PRI, H.323 and MGCP issues in voice gateways.
- Troubleshoot voice mail issues of end users.
- Conducted regular reviews of operations and identified areas for improvement.
Senior Customer Service engineer
Wipro Info Tech
Bangalore
07.2007 - 11.2013
- Handling all types of Cognizant internal VoIP related.
- Leading Cognizant Global Voice Solutions team which offers various Voice solutions to business units within the organization.
- Troubleshooting all types of Configuration and Operational issues of CUCM, Unity and Gateway for Cognizant internal VoIP Network.
- Taking care of all VoIP Transport related issues with respect to DID, TFN and internal calling.
- Troubleshooting PRI, VG224, SIP, H 323 and CUBE related issues.
- Handling Designing and troubleshooting of VoIP service desk call flow for various internal client projects.
- Supported troubleshooting and operation for Video Conference devices E20, DX70 & DX80 etc.
- Coordinating and troubleshooting with AT&T for VoIP Transport related issues.
Customer Service Engineer
Team Lease Services Pvt Ltd
Bangalore
08.2006 - 07.2007
- Delivered technical support for customer inquiries, enhancing user satisfaction and resolution efficiency.
- Worked on Nortel 61C, CS1000M PBX and Voice Mail Call Pilot system.
- Basic administration of Nice Call Recording Tool NICE- Perform 3.1: Handling, new Project recording configuration and troubleshoot problems.
- Agent addition /Deletion /Login ID creation /Supervisor access.
- NICE Administration: Nice Voice logger, Nice CLS and Screen Logger systems, Schedule recording, and troubleshooting recording of calls in station & trunk based.
Education
Bachelor of Engineering - E&C
JNN College of Eng.
Shivamogga1 2005
Skills
- Webex Calling, Webex Meetings, Webex Contact Center, Webex App
- Cisco Control Hub
- CUCM
- SIP
- PSTN
- SSO
- QoS
- ITIL
- Python
- Powershell
- SharePoint
- Onedrive
- Thousand-Eye Monitoring
- Incident management
Timeline
Associate Consultant – Team Lead
TCS Ltd
12.2024 - Current
Associate Principal - Cloud & Infra Management
LTI Mindtree Pvt Ltd
10.2018 - 12.2024
Specialist-IT Infra.
Cognizant Technology Solutions
12.2013 - 10.2018
Senior Customer Service engineer
Wipro Info Tech
07.2007 - 11.2013
Customer Service Engineer
Team Lease Services Pvt Ltd
08.2006 - 07.2007
Bachelor of Engineering - E&C
JNN College of Eng.
Certification
- Cisco Webex Contact Center Admin
- MS Teams Administrator (MS-700) certificate
- MS Teams Voice Engineer Expert (MS-720) certificate.
- Cisco Certified Network Professional Voice (CCNP VOICE)
- ITIL V3 Certified (EXO-101 ITIL Foundation)
- Cisco Certified Network Associate (CCNA 640-802) (CISCO ID CSCO12231107)
- Cisco Certified Network Associate Voice (CCNA VOICE 640-461)
- Nortel Technology Standards and protocols for IP Telephony solutions (920-803)
Languages
English (Fluent)
Hindi (Fluent)
Kannada (Fluent)
Accomplishments
• Led a company-wide Webex rollout, improving collaboration efficiency by 20%.
• Developed an automated reporting system for Webex usage and performance monitoring.
• Implemented Webex security best practices, reducing compliance risks.
Soft Skills
• Problem-Solving & Troubleshooting
• Communication & Training
• Incident Management & Root Cause Analysis
• Process Optimization