ANIL KUMAR P

· Webex Administration: Administer and support Cisco Webex environments, including setup,

· user management, and troubleshooting, enhancing collaboration across departments.

· Video Conference Systems: Troubleshoot video conferencing and telecommunication systems,

· enhancing communication efficiency across the organization.

· Played a key role in the timely communication of active backend incidents and outages,

· reporting defects within Cisco WebEx software and offering technical resolutions.

· Provided expert assistance to facilitate requirements gathering, solution design, and scoping workshops,

· 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.

· Network Troubleshooting: Routinely handle network troubleshooting tasks, improving system connectivity

· and performance across organizational units

· User Support and Training: Conduct regular training sessions on the use of Cisco Webex and telepresence

· systems to maximize tool utility and user competence.

· Administrator and management of Cisco Cluster publisher & subscriber, Call Manager 11.5,

· Unity connection and Voice Gateway.

· Installing, configuring, and troubleshooting cisco video end points like DX80, DeskPro, Roomkit mini and

· Knowledge on RoomOS 11

· Handling webex related issues like event, training, plug-in, scheduling, account activation, Recordings etc.

· Configuration and deployment of Cisco IP phones like 8961, 7965, 8851 and Cisco Jabber.

Monitoring and troubleshooting voice related issue via RTMT and translator-X

• Provide L2 support for Cisco unified communication systems for various clients
• Proactive monitoring of Cisco IPT infrastructure through RTMT and troubleshooting various issues
• Configure and troubleshoot IP phones, dial plans and dial peers
• Managing Call manager features such as Partition, CSS, Line group, Caller ID, shared line, phone button template, soft key template etc
• Troubleshoot ISDN PRI issues in voice gateways
• Troubleshoot H.323 and MGCP voice gateways
• Configure Device pool, translation pattern, route group, route list, route pattern as per the client requirement
• Perform MACD (Modify, Add, Change, delete) operations in CUCM and CUC as per the request from end users
• Troubleshoot auto attendant, call handler
• Troubleshoot voice mail issues of end users
• Coordinating with AT&T for circuit issues

• 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
• Worked on Implementation and up gradation project for Cognizant internal CUCM, Unity
• Worked on Nortel/Avaya 61C, CS1000M PBX and Voice Mail Call Pilot system
• Basic administration of Avaya Session Manager and Nice Call Recording Tool
• Leading the project of integrating the 3rd Party call Billing Tool with Avaya and Cisco PBX across for all Cognizant locations
• Worked on Video Conference implementation for Cognizant Bangalore location
• Supported troubleshooting and operation for Video Conference devices E20, DX70 & DX80 etc
• Coordinating and troubleshooting with AT&T for VoIP Transport related issues

• 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