Chandraprakash Singh

Responsibility:

• Interact with clients on site to meet complex requirements of a solution
• Escalate unresolved problems and issues to the relevant third parties
• Respond to escalated client requests and support client applications to a first line resolution
• Escalate complex problems to the relevant third parties
• Write reports and proposals and complete and maintain project documentation
• Assist with the documentation of standard operating procedures relating to installations and fixes
• Act as coach and mentor to L2/L3 Implementation Engineers and Technicians
• Co-ordination of the activities of the Engineers, in line with performance targets
• Serve periodically on the customer service desk, provide telephonic, remote and on-site support and problem management
• Included in higher complexity design work, with input to the design expected
• Take ownership of relevant technologies according to domain or specialization
• Lead office migration, migrate all the Voice devices to the latest version
• Facilitate reviews, audits, definitions, updates, and implementation of Engineering and Operations work
• Migrated multiple sites across the US, EMEA from traditional WAN to SD-WAN implementation for the Client-Carrier having 900+sites
• Migrated 175 sites across US from on premise Cisco UCM to UCM Cisco cloud for the client-Takeda
• Migrated ON premise CUCM to NTT cloud for the client-Epiroc
• Support large network Voice Infrastructure for the client setup with maximum uptime, for any outage break down coordinating with a service provider like AT&T, BT, Vodafone, and Verizon to rectify the issue within the specified timeframe till the resolution
• Regularly assess Vulnerability and analyze the risk associated with the IPT infrastructure and take the required steps to mitigate it
• Lead Root Cause/Best Practice sessions with Customers and internally as required
• Perform network readiness and telephony assessments
• Develop unified communications designs based on the latest Cisco advanced technologies Implement and support Unified Communications solutions for clients based on industry best practices
• Provide knowledge transfer and detailed design/operational documentation to clients
• Provide quality assurance documentation review and peer review projects Develop and maintain relationships with clients and internal teams Commercially astute and able to assist Service Delivery
• Management to achieve agreed Service Level Agreements
• Individually completed the major upgrade configuration and replacement, SD-WAN configuration,
• CUCM and CUC configuration, upgrade and management
• Provide inputs to the SOW and RFP for the new project
• Prepare HLDs for the new location/site.

Responsibility:

• Tower lead for multiple clients and lead the Voice Operation Team
• Handled multiple projects for one of the large financial clients
• Troubleshoot high priority escalated issues related to the CUCM, CUC, and SBC until resolution, and get involved in-office migration ongoing throughout the globe (US, UK, and APAC) Voice devices to the latest version
• Main responsibility includes client interaction, onsite coordination, working with Cisco TAC on a complex issue, handling escalation and production support
• Individually completed major upgrade for Oracle SBC, Voice gateway replacement, SRST configuration on VG
• Participate in office migration, Gateway upgrade, firmware upgrade, Porting ISDN numbers to SIP
• Lead the Knowledge Transition Team for multiple large clients
• First point of escalation for designated accounts for support process issues not resolved by the standard process I have prepared the master plan for KX tracker, raid logs and assisted the team in migration for multiple clients
• Managed a team of 20 members spread across Bangalore and Kolkata I have worked with multiple vendors and Cisco TAC on the complex issue until the resolution I have managed the client network and liaised with the vendor to get it rectified for any issue within SLA I have served as a liaison between vendors, customers, and other appropriate support groups during an outage
• Ability to work with minimal guidance or supervision in a time-critical environment
• Excellent problem-solving skills, strong customer service, and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates
• Successfully led the IPT transition team for large financial client-AXA-XL and appreciated by Accenture leadership for making knowledge transition efficient
• Interfaced with the primary client during more complex or high severity outages I have documented
• Run books, knowledge articles, etc.

Responsibility:

• Troubleshoot, Configuration, and Maintenance of Cisco IP Phones-Series: 6921,7965,7937, 9971
• Troubleshoot and Configure EM, CUCIMOC, CIPC, Device mobility (I phone and Android) profiles,
• Meeting place
• Troubleshoot and Configuration of call manger 8.5 features and services, cisco unity connection 8.X, call handlers, etc
• Troubleshoot and configuration of call manager features like SNR, shared line, call, and hunt pilot etc
• And services
• Troubleshoot and Configuration of call signaling protocols on Voice Gateways H.323, inter-cluster trunks, and SRST
• Troubleshoot and configuration of VG-224 and ATA 186/187 devices in the call manager
• Coordinate with different Service Providers Globally like AT&T, Vodafone, Singtel, BT,Virtela,
• Migration document (Avaya to Cisco)/Test plan/Rollback plan for this site
• Worked on implementations of new sites/products/projects in Cisco IP Telephony as per the laid down processes and have worked on Monitoring tools –RTMT, Prognosis, Solar winds
• I went to Rotterdam (Netherland) and have rollout SRST gateway during the month FEB’12, and have deployed 2921 SRST gateway for the site consisting of 45 users, prepared Migration document (Avaya to Cisco)/Test plan/Rollback plan for this site
• Managing and troubleshooting the IPCC enterprise for the client
• Managing ICM scripting, scripts, editing scripts as per the requirement
• Adding and changing the VRU scripts
• Making the changes in the ICM scripts
• Maintenance and support to CVP, ICM, and call manager4.1
• Liaising with the service providers to get the issue resolved
• Maintained 100% ticket resolution rate without any escalation
• Work with E2E designers, solution Architects & Engineering teams for input and to understand and incorporate changes in the designs produced

Responsibility:

• Maintenance and Troubleshooting the Call Management System
• Pull and customize the reports from CMS as per customer requirement
• Maintenance and troubleshooting the Media Server like (S8700, S8500,S8400), Definity server, and gateways like G650, G450, SCC, MCC
• Maintenance and troubleshoot the recording solutions like Nice Loggers 8.8, 8.9 and NICEperform
• Maintenance and troubleshoot the voice mail system like Octel, Audix and Modularmessaging
• Served as a liaison between vendors, customers and other appropriate support groups during an outage
• Responsible for making weekly, monthly backup of CMS and Voiceservers
• Responsible for monitoring the voice network and responding to their problem
• Project Management, Customer relationship and vendor management
• Provided the technical solutions to customers
• Responsible for Change Management & Problem Management, service request analysis, diagnosis and escalations
• Work was based on ITIL structure of service requests, resolving the customer problems within the SLA (service level agreement) limit

Responsibility:

• Deputed as resident engineer at multiple contact centres across Mumbai like, IGS MALAD, Reliance DAKC, Reliance Capital, MASTEK,Vodafone.Responsible to manage their IP telephony and contact centres.
• Maintenance and troubleshooting of AVAYA EPBX Servers using AVAYA Communication manager
• Create VDN, VECTOR, Configuring Trunks, and DS1cards maintaining ASAI Link and solving other cards related issues
• Change route patterns and calling permissions as per the customer requirement
• Configure various features on AVAYA Digital phones as per the customer requirement
• Maintenance and troubleshooting of Nice Perform3
• Maintenance and troubleshooting Of Predictive Dialer (PCS 3.0)
• Upload the data and troubleshooting of Day1 pro an application running on it
• Managed LAN, WAN, FMS and local in-house IT infrastructure for Reliance Capital Ltd
• Responsible for monitoring the network and responding to their problem
• Handled customer calls and responding to their problems
• Responsible for the Service Request analysis, diagnosis, simulations, and Escalations
• Also, co- coordinating with L3 Engineers for further analysis of the Service Requests
• Given the training to junior engineers about the infrastructure cabling and support