Mahaboob basha

VZCare:

• Managed break-fix network equipment maintenance solutions, ensuring advanced parts replacement, and coordinating onsite repair support for industry-leading manufacturers.
• Handle the initial calls for network equipment maintenance and RMA support on behalf of Verizon, ensuring timely issue resolution and seamless service coordination.
• Provided technical support for industry-leading OEMs, leveraging my training and certifications to help prevent disruptions, and ensure seamless operations.
• Coordinated advanced parts replacements and facilitated on-site repair support whenever available, ensuring minimal downtime and efficient issue resolution.
• Managed and provided multiple coverage options to ensure flexible, reliable support based on business needs.
• Implemented OS updates, software patches, and bug fixes as part of the break-fix solution, ensuring system stability and optimal performance.
• Provided extended LDOS support for Cisco equipment, ensuring continued maintenance and optimal performance beyond standard service periods.
• I have been actively involved with industry-leading OEMs, including Cisco, Juniper Networks, Adtran, Jabil, Versa Networks, Advantech, Check Point, and CradlePoint, providing technical support, maintenance, and solutions for their network equipment.

UCaaS:

• I have actively worked in a 24/7 UCaaS operational support team, specializing in Networks, Security, and Unified Communications (Voice/UC, and Collaboration). We consistently handled more than 1,000 tickets monthly, ensuring seamless service delivery, and zero escalations. Additionally, I oversaw various project activities to maintain optimal system performance.
• I have overseen UCaaS services for over 85 global customers, managing six data centers worldwide. My responsibilities included handling more than 2,500 virtual machines (VMs), UCS servers, routing and switching (R&S), and firewall infrastructures, ensuring efficient operations and minimal network downtime.
• I have managed customer applications hosted on Verizon Cloud, overseeing storage and virtualization within cloud data centers. Responsible for application management, routing and switching (R&S), server maintenance, Major Incident Management (MIM), and Change Advisory Board (CAB) processes, ensuring efficient operations, and rapid issue resolution.
• Configuration and troubleshooting of services, like Extension Mobility.
• Configuration of UNITY Connection for voice mail facility.
• Configuration and troubleshooting of Cisco IP Phone 7965, 7941, 7911, and Cisco IP Communicator.
• End-to-end resolution of incidents (troubleshooting, escalating to a higher level, testing, and closure).
• Knowledge of SIP, H.323, MGCP, SCCP, soft switch architecture, VoIP feature server, soft switch, session border controller, and gateways. Knowledge of call flows, call processing, call messaging, and packet transferring.
• Knowledge of IP Interactive Voice Response (IP IVR) and IP Contact Centre (IPCC).
• User Feature: Call Park, Directed Call Park, Call Pickup, Group Call Pickup, Other Group Call Pickup, Call Back, DND.
• Calling Privileges: Time of Day Routing, Partition, and Calling Search Space.
• Call Routing Component: Route Group, Route List, Route Pattern, Hunt Group, Hunt List, Hunt Pilot, Calling Search Space, and Digit Manipulation with Translation Pattern.
• Signaling and Codec: SCCP, RTP, RTCP, H.323 (H.225, H.245, RAS), MGCP, SIP.

• Worked as a Cisco VOIP Engineer in the Incident Management team.
• Monitoring and managing the IPT network of different customers, such as the US, EMEA, and APAC, providing technical assistance to their in-house voice networks teams on IP telephony-related issues.
• Performing daily and weekly health checks for our customers’ IPT network, comprising CUCM clusters and Unity/Unity Connection clusters, to keep a record of the registered IP phones, other devices, and also check the vital parameters of these clusters.
• Remote troubleshooting of break-fix issues related to IP telephony, comprising Cisco’s call processing products, namely Cisco Unified Communications Manager (CUCM), Cisco Unified Communications Manager Express (CUCME), and voicemail systems like Unity Connection.
• Troubleshooting issues related to call routing, calling agents, IP phones, and voice messaging systems.
• IP Phone (SIP/SCCP) registration with CUCM and CME.
• Implementing authorized changes associated with device pools, regions, locations, translation patterns, hunt groups, device settings, phone settings, media resources, and other Call Manager features.
• Enabling and facilitating voice-related features, like Call Pickup, Call Park, Extension Mobility, Voicemail Extensions, MWI, etc.
• Involving Cisco TAC for technical assistance on critical, highly complex issues, and for RMA of faulty hardware.
• Coordinating and working with different vendors, like TeleSource for RMA of faulty hardware, and also service providers, like AT&T and British Telecom, for ISDN PRI-related issues.