Deepak Rawat
Ghaziabad
Summary
Professional with 16 years of experience in designing and supporting multi-vendor Unified Communication and Collaboration systems, including Zoom and Webex. Expertise in AWS, DevOps, and infrastructure automation, utilizing tools like Terraform and Jenkins to enhance system reliability. Proven track record in managing cross-functional projects and vendor relationships, ensuring alignment with ITIL best practices. Skilled in mentoring teams and implementing proactive monitoring for improved service delivery.
Overview
16
16
years of professional experience
1
1
Certification
Work History
DevOps Engineer
Zoom
Remote
11.2021 - Current
- Automated provisioning and configuration of VoIP infrastructure using Terraform and Ansible.
- Managed VoIP infrastructure in AWS, OCI, and Google Cloud for scalability and reliability.
- Implemented monitoring solutions like zabbix and Grafana to track VoIP system health.
- Reduced human error by automating VoIP deployments, testing, and updates.
- Conducted code reviews to ensure compliance with coding and deployment best practices.
- Enforced security measures, performing audits and implementing SIP encryption to mitigate threats.
- Resolved VoIP incidents through root cause analysis and implemented preventive solutions.
- Led a team of 10 in daily operations, managing case handling, SLA, and KPI adherence.
Lead Unified Communications
ServiceNow
09.2017 - 12.2021
- Served as Senior Unified Collaboration Engineer, overseeing day-to-day operations for UC environment in cloud company.
- Managed IT project life cycles, ensuring effective service delivery and risk management.
- Directed stakeholder engagement and vendor management to support business development initiatives.
- Specialized in Cisco voice applications including CUCM, CUC, Unity, and Jabber.
- Mentored and coached new hires while cross-training experienced engineers to enhance team capabilities.
- Completed migrations from Jabber to Slack and from WebEx to Zoom.
- Executed migration of UCCE systems to Amazon Connect for improved operational efficiency.
- Automated workflows through integration of ServiceNow and AWS Lambda.
Associate Consultant(Tech Lead)
HCLTech
05.2016 - 09.2017
- Led day-to-day operations for four global data centers across three continents.
- Managed troubleshooting services for Hosted Collaboration Solutions associated with AT&T VOIP.
- Oversaw Cisco hosted solutions, integrating SIP and leveraging Cisco Unified Communications tools.
- Administered Cisco Unified Communications technologies, including CUCM, Unity Connection, and Jabber.
- Implemented Cisco session border controllers and voice gateway solutions within data centers.
- Utilized VMware vSphere for virtualization, ensuring optimal resource allocation and performance.
- Directed operations for one of the largest IT service providers globally, enhancing service delivery.
- Optimized collaboration solutions by coordinating efforts across multiple engineering teams.
Associate Network Architect (Cisco VOIP & Collaboration)
Tech Mahindra
09.2015 - 05.2016
- Led UC migration, deployment, and operations for ATT.
- Managed project timelines and service delivery processes.
- Created low-level design (LLD) and high-level design (HLD) documentation.
Customer Support Analyst (Unified Communication (VOIP))
BT Group
08.2012 - 09.2015
- Engineered Cisco VOIP and unified communications solutions in a multi-client environment.
- Managed operations and service delivery to enhance system performance.
IT Support Engineer
Microland Limited and PC Solutions
07.2009 - 10.2011
- Delivered L2 support in Windows environments, including user profile creation and Active Directory management.
- Managed DNS and DHCP configurations to ensure network reliability.
- Provided desktop support for Windows XP, Vista, and 7 operating systems.
- Supported MS Outlook and VPN connections to enhance remote accessibility.
- Administered data card support for mobile connectivity solutions.
- Monitored servers and maintained local network performance.
- Utilized BT Web-top Technology for improved operational efficiency.
Education
Msc IT - Information Technology
Sikkim Manipal University - Distance Education
Delhi03-2013
B.Com - Commerce
Kumaun University
Ramnagar07-2009
Skills
- Cisco applications and solutions
- Unified communications
- Collaboration tools
- Cloud services
- Python programming
- Bash scripting
- Mentoring and coaching
- Incident management
- IT service management
- Contact center operations
- DevOps practices
- Linux administration
- Containerization with Docker
- Infrastructure as code (Terragrunt)
- Configuration management (Ansible)
- Data streaming (Kinesis, Kafka)
- Log management
- Cloud platforms (AWS, Azure, GCP, OCI)
- Database management
Certification
- SSCA The SIP School
- Cisco Certified Internetwork Expert Collaboration (CCIE-C)
- Advanced Certification Programme in Cloud Computing & DevOps, Indian Institute of Technology, Roorkee
- Certified Product Manager, IIT Guwahati
- Microsoft Azure Fundamentals, Microsoft
- ServiceNow Certified System Admin, ServiceNow
Accomplishments
Migration & Automation Projects
- WebEx to Zoom: Led company-wide migration from WebEx to Zoom, including the transition of the entire phone system
- Slack to Microsoft Teams: Spearheaded the organization-wide migration from Slack to Microsoft Teams, ensuring seamless integration of all associated applications
- UCCE to Amazon Connect: migrated the company’s multi-region UCCE contact center to Amazon Connect, including deep integration with ServiceNow for support operations.
- Time-of-day routing for sales support: developed an automated solution using telephony APIs and AWS Lambda to enable time-of-day routing for sales helplines, eliminating manual intervention during regional transitions
- Zoom incident ticketing and notification: built an automated workflow to create ServiceNow tickets for any planned or unplanned Zoom incidents reported on the Zoom status page This system also notifies relevant stakeholders, significantly improving visibility into conferencing-related outages and service disruptions.
Timeline
DevOps Engineer
Zoom
11.2021 - Current
Lead Unified Communications
ServiceNow
09.2017 - 12.2021
Associate Consultant(Tech Lead)
HCLTech
05.2016 - 09.2017
Associate Network Architect (Cisco VOIP & Collaboration)
Tech Mahindra
09.2015 - 05.2016
Customer Support Analyst (Unified Communication (VOIP))
BT Group
08.2012 - 09.2015
IT Support Engineer
Microland Limited and PC Solutions
07.2009 - 10.2011
Msc IT - Information Technology
Sikkim Manipal University - Distance Education
B.Com - Commerce
Kumaun University
Similar Profiles
Christopher MottChristopher Mott
Senior Commercial Account Executive at ZoomSenior Commercial Account Executive at Zoom
Dali LiDali Li
Engineering Manager, Programs Lead at ZoomEngineering Manager, Programs Lead at Zoom
Chris WaldoChris Waldo
Head of Enterprise Marketing at ZoomHead of Enterprise Marketing at Zoom
Vidhya SagarVidhya Sagar
Advisory Specialist Master at DeloitteAdvisory Specialist Master at Deloitte
Khushi BhatnagarKhushi Bhatnagar
Physiotherapist Intern at Shri Mahant Indiresh HospitalPhysiotherapist Intern at Shri Mahant Indiresh Hospital