Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Accomplishments
Timeline
Generic
Deepak Goel

Deepak Goel

Noida

Summary

Dynamic Network Convergence Advisor with a proven track record at NTT Data Services, excelling in incident management and change management. Expert in VoIP systems, driving operational efficiency through strategic collaboration and decisive leadership. Recognized for enhancing project delivery and resolving critical issues swiftly, ensuring high-quality voice service performance.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Network Convergence Advisor

NTT Data Services (Formerly Dell Services)
08.2017 - Current
  • Implemented and configured VoIP installations as per project needs.
  • Enhanced project delivery by collaborating with cross-functional teams.
  • Managed existing VoIP infrastructure, including CUCM 15.x, CUC, CER, UCCE, gateways, and Calabrio call recording systems.
  • Working on WxCCE cloud infrastructure.
  • Experienced with Control Hub, Webex.
  • Supported Unified Communications and Collaborations at all levels effectively.
  • Utilized Cisco TAC for escalated technical support when needed.
  • Contributed to maintenance tasks while offering on-call support as necessary.
  • Addressed product vulnerabilities within UC as part of an ongoing security strategy.
  • Scoped and executed modifications to Unified Communication systems based on change requests.
  • Advised clients on technology solutions to enhance operational efficiency.
  • Collaborated with cross-functional teams to streamline project delivery processes.

Incident management Voice (Customer Support 2nd line)

BT Global services
05.2016 - 08.2017
  • Improved voice communication systems through configuration and troubleshooting of CUCM 9.1 and associated products.
  • Executed Voice Service Requests (IMACD) within service level agreements.
  • Served as escalation point to enhance incident resolution times for critical issues.
  • Engaged in conference calls with stakeholders on priority faults to ensure swift resolutions.
  • Collaborated with onsite teams to address voice service outages promptly.
  • Performed troubleshooting on Cisco switches and routers, ensuring optimal performance of network configurations.
  • Maintained Cisco-designed HCS infrastructure during operational phases.
  • Scoped necessary changes for reboots, hardware replacements, and disk management on voice servers.

Sr. System Engineer

Techmahindra Ltd.
11.2014 - 05.2016
  • Handled all voice and telephony incidents for Lloyds Banking Group, achieving prompt incident management.
  • Configured and resolved issues with CUCM 7.1, voice gateways, and Movious voicemail systems.
  • Contributed to Cisco-designed HUCS infrastructure projects for improved operational performance.
  • Assessed LAN switch and router configurations, making necessary modifications following change requests.
  • Processed Voice Service Requests (IMACD) within SLAs to meet client expectations.

Sr. Specialist / Major Incident Manager

Orange Business Services
07.2014 - 11.2014
  • Acted as Level 2 contact for Voice/VoIP incidents, ensuring timely resolution.
  • Managed Major Incident Management (MIM) calls, adhering to established processes.
  • Implemented Voice Service Requests (IMACD – Move Add Change) within specified service level agreements.
  • Handled customer escalations through management of Sr. Specialist mailbox.
  • Configured and troubleshot features on Cisco Unified Call Manager and associated platforms.
  • Chaired conference calls with Service Managers, Technical Support teams, clients, and third parties.

Sr. solution Engineer

Techmahindra Ltd.
09.2011 - 07.2014
  • Diagnosed user-reported faults to gather critical information for effective troubleshooting.
  • Executed configuration and troubleshooting of features on Cisco Unified Call Manager and VOSS.
  • Collaborated with external partners, such as Avaya, TELEWARE, and Magnetic North, to fix server problems.

Network Operations Engineer

Primus Telecommunications Group Inc.
03.2010 - 09.2011
  • Executed call trace capture through GUI on VERAZ soft switch for thorough testing and analysis.
  • Investigated routing-related challenges, providing actionable resolutions.
  • Formulated routing plans and policies catering to various customers.
  • Oversaw management of Primus ILD/NLD Network operations for UK and US markets.
  • Evaluated network performance, deploying corrective actions to boost ACD and ASR metrics.
  • Performed interconnect testing while managing traffic to uphold voice service quality.
  • Ensured consistent quality maintenance of wholesale voice traffic services.

Education

B.Tech - ECE

Haryana Engineering College
Jagadhri, Haryana
01.2009

10th -

Sant Nischal Singh Public School
Yamuna Nagar, Haryana

12th -

Sant Nischal Singh Public School
Yamuna Nagar, Haryana

Skills

  • Incident management
  • Change management
  • Time management
  • Decision making
  • Leadership
  • Self-motivation
  • Conflict resolution
  • Adaptability
  • Teamwork

Certification

  • CISCO CERTIFIED CCIE COLLABORATION
  • 2017-01
  • CCIE Collaboration # 55485

Languages

Hindi, English

Accomplishments

  • CCIE Collaboration - 55485

Timeline

Network Convergence Advisor

NTT Data Services (Formerly Dell Services)
08.2017 - Current

Incident management Voice (Customer Support 2nd line)

BT Global services
05.2016 - 08.2017

Sr. System Engineer

Techmahindra Ltd.
11.2014 - 05.2016

Sr. Specialist / Major Incident Manager

Orange Business Services
07.2014 - 11.2014

Sr. solution Engineer

Techmahindra Ltd.
09.2011 - 07.2014

Network Operations Engineer

Primus Telecommunications Group Inc.
03.2010 - 09.2011

B.Tech - ECE

Haryana Engineering College

10th -

Sant Nischal Singh Public School

12th -

Sant Nischal Singh Public School

Similar Profiles

CREATE PROFILE
Deepak Goel