RAJEEV KAUSHIK

Microsoft Teams Room and Cisco WebEx

• Commissioning and testing the Microsoft Teams Room like In-Person meeting, project room, board rooms & Town halls device includes Crestron Flex and Logitech managed via Microsoft Teams Admin center and Crestron XIO cloud

• Managing the Cisco Telepresence & video endpoints, DX80, Cisco Room Kit, Room Kit mini, Cisco Room Kit Plus, MX300 G2, MX800 Dual, Cisco Telepresence SX20, Room 55, Room 70 Dual G2 via Cisco WebEx control Hub (WCH)

• Supporting the end users for Issues like connection errors on Touch screen, audio, video, camera, screen sharing, Team's casting, MTR whiteboard Touch Pen Issue.

• Tracking and Managing the switchport information where our Video devices are connected on the network to keep the database updated, which can be used to benefit the troubleshooting.

• Coordinating and chasing vendors Cisco, AVC, NetDesigns to get the issues fixed.

• Scheduling the meeting with Field support or local contacts to help commissioning and testing the MTR rooms.

• Prepare and present the voice & video analytics on our weekly and monthly calls with Client

• Skill in investigating, structuring information to identify root cause and reach conclusions

Troubleshooting of Cisco Unified Communications / UCCX

• Call Manager / Unified Communications Manager 8.6, 9.1, Unified Contact Center Express 12.5 (UCCX), Cisco IP Communicator, Cisco Finesse agent setup and Farlon setup

• Upgraded the UCCX all four clusters on the latest version 12.5 ES03

• Creating the Agent profile to login the Cisco IP communicator, Cisco Finesse in UCCX and supporting the end users for Cisco finesse agent login issues, Hotlines, script, CIPC related issue.

• Implementing changes in compliance with the change management process.

• Conduct trainings on different topics and creating SOP & knowledge articles for known issues

• Work as a voice support engineer for the Voice infrastructure including CUCM, CUC,
• Supported Cisco Jabber, Jsoft, Verint 360, RMG wall board Egain, Radware,
• Inbound architect and Softex platform related issues
• Supported Cisco devices (analog, SCCP, and SIP) and voice gateways (H323, SIP, MGCP,
• VG224, ATA etc.)
• Technical support on Verint impact 360 issues including user login, call recording and search issue, integration, adherence issue, Pause and resume etc
• Providing Cisco UCCE Support mostly related to Agents Configurations, login issue,
• CTI client issues, basic IVR issues, CCMP etc
• Troubleshooting of Cisco Unified Communications Systems, including

• As a part of Cisco Unified Communication as a Service (UCaaS), providing end to end support to customers spread across the Globe.

• Monitoring phones and gateway alerts utilizing Cisco Unified Operation Manager, RTMT and Fluke

• Troubleshooting IP Phone registration issues.

• Creation/Deletion of Extension Mobility profiles, Soft IMACs and other features (Call Forwarding, Speed Dial, Unified Messaging etc.) of Cisco for the end users through HCS platform.

• Fixing end users issues regarding IP phones

• Provide Voicemail for User and Solving voice mail related issues.

• Ensuring the smooth workflow of Request Management and Incident Management queues on ticketing tools.

• Scheduling the Video Conference room meetings on TMS (Telepresence management Suit) as per the adoc request.

• Providing Day 1 and Day 2 Post Migration support after every new Migration.

• Involvement in Post Cutover Activities to smoothen the process

• Preparing Financial billing reports & presenting to Clients.
• Coordinating with all the managers to ensure correct and accurate billing.
• Prepare Daily, Weekly & monthly metrics slide deck & Dashboards.
• Ensure data consistency and quality.
• Providing high quality, up-to-date documentation for all service arrangements.
• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
• Handling escalation, troubleshooting urgent non-critical issues and providing weekly performance statistics
• Generated reports on the team's performance and provided feedback to the senior manager.
• Collecting and analyzing data and presenting it to the client.
• Day-to-day operational management of end-to-end Service Delivery to ensure achievement of Service Level Agreements.
• Conducting DSRs (Daily Service Reviews) for SLA management.
• Taking corrective action where inadequate performance is suspected.
• Critical Incident Management.
• Case Management, Queue management.
• Change Management and Incident Management.
• Providing support to Business Users over phone, email and chat.

• Client Site (Central Board of Excise and Customs- Apex body of Government of India, handling export and import electronically
• Handling the calls of the Users, and escalation issues
• Team supervision and performance management
• Monitoring and troubleshooting of 35 location country wide
• Meeting management performance standards
• Staff training and motivation
• Coordination with NIC people on different location
• Maintaining and monitoring of web-site
• Providing support to users through Voice, E-mail and chat
• Telnet/ftp Configuration and its troubleshooting.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.