Ashu Sharma
Delhi
Summary
Having 17 + years of experience in Managing, Consulting, Planning, Designing & deployment of digital solutions. Responsible for team handling, vendors, and managing clients. Ability to successfully manage multiple Client relationship and responsible for digital transformation opportunities . Capable of leading and motivating individuals to maximize productivity while fostering cohesive teams in a virtual environment. Creating solutions that improve additional revenue via cost savings internally & generating revenue from client. Business solutioning & pre-sales . Delivering targeted customer uniquely & delivering digital innovating solutions.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Group Manager
HCL TECH
NOIDA
11.2022 - Current
- Working as Group Manager -Digital Workplace (DWP)- Leading in providing solutions for CCaaS & WPE technology. Leading multiple technology solutions for customers across the globe. Leading teams responsible for solutions delivery within Digital WorkPlace Services . Providing Solutions for Genesys Cloud CX & Omni Channel deployments, Cisco Contact Center) ,Work place engineering Solutions. Pitching new proposals to customers on upcoming technologies to generate revenue & optimize cost.Key management focus includes-participating in planning solutions, resource utilization, revenue generation in account, Client Management.
Ensuring 100% on time technical solution delivery, mitigating risks & delivery methodologies to suit different customers.
Ensuring to have long term & short-term vision, so resources have been aligned with future organization objectives.
Responsible for cost optimization & budgeting solutions for client requirements. Presenting Solutions to customer, Ensuring efficient digital solutions & pre-sales activities. Creating value propositions, proposal demos & proof of concepts for customers across the globe.
Regional Voice Manager Unified Applications
Orange Business Services
Haryana
09.2017 - 11.2022
- Leading -Orange Build & collaboration solution managed Cisco & Microsoft infrastructure Solutions service delivery of multiple clients across the globe.
- Manage service delivery for multiple projects within APAC & EMEA regions in Build & deployements for multiple customers within orange
- Lead and Contribute to the design, development, and implementation of winning technical solutions for customers to introduce and establish new technology solutions into their business and business processes
- Successfully oversaw critical and complex projects like Data Center migration; Sites transition from Planning, Build, Testing to Run
- Responsible to successful implement & design, testing for Contact center unified applications
- Interacting with clients, technical teams, vendors, customers & end users for successfully operating core projects
- Designing Solutions Contact Center Call Flows , which after customer consent, implemented the solution to generate revenue for account.
- Overseeing Implementation and designing of Unified applications which included configuration, Installation of CUCM cluster, Genesys CX platform.
- Mentoring teams for deploying solutions to customers
- Responsible to consult with orange engineering teams, Project teams & collaborating with customer to successfully deploy infrastructure within timelines
- Making sure sites are build according to LLD & tested successfully to handover to operations teams.
- Aligning project resources for build with multiple projects
- Collaborating with change management & problem management team to review the changes & authorizing implementation of new sites
- Managing teams for Upgrade/design/troubleshooting of CCaaS, and other Unified Applications Solutions.
- Weekly interlock with technical, architect & projects teams & proving feedback for performance improvements on solution deployments.
LEVEL 3 Cisco VOIP-Lead
British Telecom
Haryana
08.2015 - 08.2017
- Responsible for CISCO VOIP Tier-3 Lead Leading Level-1 & 2 teams in BT banking support infrastructure for IP telephony Network & UCCE Design team coordination & Implementation for Cisco VoIP network
- Working on LLD & HLD for IPT & UCCE network design for clients
- Troubleshooting Router, logger, PG issues
- Call routing issues for CVP
- Collaborating with change management & problem management team to review the changes & authorizing implementation of new sites
- Daily review of changes on change authorizing board & rectifying changes made
- Handling Level 1 & Level 2 teams
- Providing support in complex issues, on call & escalations
- Working for performance improvements & technical trainings
- Handling L1, L2 performance improvements, managing L1 & L2 shift rosters
- Providing approvals for changes & reviewing, authorizing technical/process documents created by teams before sharing to entire support teams/Clients
- Collaborating with projects teams to successfully implement new IPT/UCCE sites & migrating them into operations
- Coordinating and work with TAC team for highly escalated issues and also follow up with different vendors like VMware, EMC, ISP's (Verizon, AT&T) etc
- Effectively communicate with clients
- Deployment CUCM & Unity Connection Solution
- Troubleshooting & maintaining UCCE infrastructure such as ICM , CVP ,VXML gateways
- Managing teams for Upgrade/design/troubleshooting of CUCM, and other UC Applications
- Communication with Cisco TAC for problem management & sharing RCA with clients
- Communicate with client on project improvements.
Sr Specialist- Roles and Responsibilities: (Major Incident Manager)
HCL Technologies
Noida
03.2014 - 08.2015
- Worked for CISCO VOIP Incident Manager for IP telephony UCAAS/CCAAS Network teams, supporting multiple clients on UCS platforms for Cisco UCAAS & CCAAS Incident management team
- Handling team working for different clients for Cisco such as RBS (EMEA, US, India), Thomas Cook, Allianz (EMEA, US, India) and Coca Cola with their configuration and driving troubleshooting bridges on Voice/IP Telephony related issues
- Worked as a key member of CAB team to review/authorize changes raised by multiple teams across UCAAS infrastructure
- Submitting Major incidents review with multiple clients within timelines
- Weekly technical audits for Level 1 & Level 2 teams & proving feedback for performance improvements
- Troubleshooting & driving bridges for issues related to call routing H323, SIP, MGCP, IP Phones, Voice messaging systems, RTMT
- Collecting and Analyzing traces & logs, Call detail records and DNA reports
- Troubleshooting ICM/CVP issues in UCCE networks
- Authorizing changes like Device pools, Region, Location, Translation patterns, Hunt Groups, Device settings, Phone settings and other Call Manager features (CUCM)
- Auditing daily health checks performance reports by teams for our clients on all networks to keep records of their Phones, Gateways, devices, and all other resources
- Coordinating and work with TAC team for highly escalated issues and follow up with different vendors like VMware, EMC, ISP's (Verizon, AT&T) etc
- Deployment CUCM & Unity Connection Solution, UCCE
- Upgrade of CUCM, and other UC Applications
- Communication with Cisco TAC for problem management
- Handling all type of escalation related to CUCM & Unity Connections
- Provide CUCM training to Our Internal Team.
Freelance Cisco Unified applications Deployment Engineer
Freelance for Multiple Clients
US & UK
03.2013 - 07.2015
- Worked as a freelancer from home for cisco unified applications deployment & testing
- Migration of cisco VoIP applications from MCS to UCS environment such as CUCM, Unity to Unity connection, CER, CUPS, UCCX.
Network Engineer (Cisco TAC)
Aricent Technologies
Haryana
02.2011 - 03.2014
- Working on TAC cases related to Implementation and troubleshooting of CUCM duster, Cisco Gateway, Cisco Unity Connections
- End to end interaction with the clients, extending enhanced troubleshooting, research and Implementation for cisco voice network related issues
- Detailed trouble shooting for Cisco call manager, Cisco unity unified messaging; and Cisco unity voice messaging solution
- Detailed troubleshooting for voice gateways protocols H323, SIP, MGCP
- Detailed trouble shooting experience of Cisco Unity connection; both windows as well as Linux based
- Knowledge of unity and unity connection deployment as well as with Call manager deployment
- Setup Components: Cisco unity connection, Cisco Unified Presence Server, Cisco Unified Communication Manager, Cisco gateways, UCCE
- Troubleshooting TAC cases related to Cisco VoIP technology
- Preparing Low Level Design and Scope of work after understanding customer requirements
- Designed Call Flow, which after customer consent, implemented the solution
- Implementation and designing of Unified applications which included configuration, Installation of CUCM cluster, Unity Connections from older versions to newer versions
- Configuration of Unity connections features & CUCM feature & deploying them to customers.
Network Technician IV -Network Services
Convergys India Pvt. Ltd.
Haryana
11.2006 - 01.2011
- Handling investigation and escalation and Network outages, VOIP and ISP related issues in coordination with situation management and other support teams to resume production expeditiously for designated projects and individual employees
- Implementation and Operations of CUCM duster
- Providing L2 support for handling and closing tickets of Internal CONVERGYS employees related to AD, Windows systems/IPT
- Analyzing and Implementing Change Requests from customer
- Follow ITIL processes for Change and Incident management
- Installation, configuration and troubleshooting of various windows desktop OS (windows 98,2k and XP) and patches for (OS)
- Maintain and trouble-shoot all hardware and systems
- Configuring desktop in LAN
- Modem Installation & implementation
- Troubleshoot and resolve incidents (hardware and Software) related to desktop and associated Peripherals
- Troubleshooting the virus issue
- Installation of all IT equipment's (Laptop and Desktop, Printer, Network cabling) site
Education
Bachelor in Computers Applications (B.C.A) - Computers Applications
Amity Noida
05.2004
Skills
- Customer requirements analysis
- Client management
- Architecture and Design
- Cross Functional Supervision
- IT strategy Development
- Team Building Leadership
- Cisco Voip Solution deployments
- Microsoft Teams Solution Deployments
- Contact Center Technology
- Contact Center Solution deployment
- Revenue Generation
- AI Automation
- Budgeting
- Strategic Partnership
Certification
- Cisco Certified Network Associate (CCNA), 06/2018
- Cisco Certified Voice Professional (CCVP), Expired
- ITIL -Trained
- PMP Persuing
Accomplishments
- Handling END to END delivery of leading european customer for technical delivery.
- Best employee Award in 2019 for three months. (By Orange Business Services)
- Best SME Lead of the year 2015-2016. (By British Telecom)
Timeline
Group Manager
HCL TECH
11.2022 - Current
Regional Voice Manager Unified Applications
Orange Business Services
09.2017 - 11.2022
LEVEL 3 Cisco VOIP-Lead
British Telecom
08.2015 - 08.2017
Sr Specialist- Roles and Responsibilities: (Major Incident Manager)
HCL Technologies
03.2014 - 08.2015
Freelance Cisco Unified applications Deployment Engineer
Freelance for Multiple Clients
03.2013 - 07.2015
Network Engineer (Cisco TAC)
Aricent Technologies
02.2011 - 03.2014
Network Technician IV -Network Services
Convergys India Pvt. Ltd.
11.2006 - 01.2011
Bachelor in Computers Applications (B.C.A) - Computers Applications
Amity Noida
Marital Status
Married
Personal Information
Date of Birth: 08/31/1983
Marital Status
Married
Personal Information
Date of Birth: 08/31/1983
Marital Status
Married
Personal Information
Date of Birth: 08/31/1983
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