Sikindra Kumar Sah
New Delhi
Summary
Seasoned professional with over 12 years of invaluable experience specializing in the Cisco Voice and Contact Center solutions. Thriving in the intersection of various technologies, Am now poised to explore new career options, driving innovation and efficiency in the ever-evolving digital landscape
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
7
7
Certifications
Work History
Technical Professional Management
British Telecom India PVT LTD.
08.2022 - Current
- Provide the support of UCCE and Cisco voice issues on daily basis of the customer
- Patching activity of UCCE windows server
- Help to L1 and L2 team member where they stuck in incident and Service task
- Take the ownership of escalated task and Coordinate with different vendor to resolve the issues
- Provides the training of new hire team members
- Run the Bulk tools to create the new agent on CUCM and UNITY server
- Creating and configuring the Agents and Supervisor in CUIC and AW
- Configuring recording profiles for cisco contact Center agents in Verint server
- Troubleshooting of agent login and logout issue of finesse, and call issues
- Handling of Cisco Unified Intelligence Center Reporting issue
- IP Phone registration with CUCM via BAT tool or manually and creating CUCM profiles for Supporting
- Taking ownership of calls through to resolution and escalating / chasing wherever necessary
- Coordination with different vendors for all voice related issues and for Root Cause Analysis
- Maintaining a good SLA % in complaints closer
- Do the daily health checkup of all Voice infrastructure server and gateways
- Knowledge in working with Cisco TAC for support and different vendor
Sr. Consultant
Capgemini Technology Services India Limited
08.2020 - 08.2022
- As a Team lead managing 30 people in our team to support our customer also responsible for resolve, track and escalate critical issues to the project sponsor and management to minimize project risk
- Responsible for the support and implementation of an Enterprise Cisco Telephony, Open text FAX solution
- Migrated of voice project from local PBX to Cisco IPT
- Transitioning for new customer, developing monthly project status report and managing SLAs and team performance
- Actively involved in planning and up-gradation of voice infrastructure which include Cisco Unified Platform product like CUCM, Unity, Fax solution
- Mid-level support of UCCE products
- Part of CUCM Upgradation team (CUCM version 10.5 to 11.5 and 11.5 to 12.5)
- Knowledge in working with Cisco TAC for support and different vendor
- Implemented of Cloud base FAX Solution and managing the user's
- Using bulk tool and AXL site provisioning tool to use for implementing of new sites
- Coordinating on conference calls with Service provider to resolve provider related issues
- Implementation, Configuration and troubleshooting on CUBE for SIP, Voice Gateway (ISR Router, Analog Gateways) For ISDN PRI E1/T1, FXO, FXS ext
- Working on EOL gateways replacements and new Analog VG configuration
Senior System Engineer
Cybage software Pvt Ltd.
11.2018 - 08.2020
- As a Senior system engineer managing the level 1 voice team and providing the support to our customer
- Managing VoIP Infrastructure from CUCM/CUC 8.x to CUCM 9.x, 10.x, 11.x
- Deployed Cisco Unified Presence Server and the Cisco Jabber Client
- Preparation of Transition Documents and Played Key role during Knowledge Transfer session
- Troubleshoot on jabber and WebEx related issues and new sites implemented and completed
- Unity Connection Installation and Integration with CUCM, MWI, Creation of Voice Mail Ports, and Implementing Unity Connection voice mail greetings, unity Connection voice mail accounts, Managing User Accounts
- Implementing and troubleshooting of voice Gateways, CUBE, PRI and Trunks
- Developed and delivered Phone System deployment model for multiple endpoints installation
Sr. Network Engineer
Wipro Technologies
05.2018 - 11.2018
- Creating and configuring the Agents and Supervisor in CUIC and AW
- Working on Simple IPCC request (Skill set change, Team change, CAD & CSD password reset)
- Configuring recording profiles for cisco contact center agents in NICE Server
- Good knowledge of Cisco UCCE Architecture, deployment models and components
- Troubleshooting CTI integration issue for contact center agent
- Managing UCCE configuration and whole infrastructure
- Managing the holiday scripts in script editor and amending the same as per requirement
- Dialed Number/Call Type creation/Update/Delete in ICM
- Hands on experience Cisco Unified Intelligence Center Reporting tool
- Hands on experience Cisco Center management portal Reskilling tool
- IP Phone registration with CUCM via BAT Tools or manually and creating CUCM profiles for Supporting
- Taking ownership of calls through to resolution and escalating / chasing wherever necessary
- Coordination with vendor for all Voice relate issues and for Root Cause Analysis
- Monitor the network infrastructure with help of solar wind tools and logged a ticket with service provider if required and follow-up with them
IPT Specialist
Orange Business Services
07.2015 - 05.2018
- Providing the support of customer reported issues and analyses the root-cause with help of expert team and take necessary steps to resolve the issues
- Process the complex changes with looping change manager and expert team
- Configured the jabber profile and troubleshoot as much as possible
- Working on UCCE platform related to adding agent and supervisor in AW
- Standard and simple IP Phones troubleshooting, Cisco Voice Gateway Pre & Post validation results
- Ensuring Successful Completion of changes within the SLA
- Configured the jabber profile and troubleshoot as much as possible
- IP Phone registration with CUCM via BAT tool or manually, Add and troubleshot CUCM features like (SNR, Extension mobility, Call forwarding, Call pickup, Voicemail) profiles for user
- Working on various networking tools like Clarify (Amdocs solution), Remedy
Technical Support Engineer
World Phone internet service Pvt Ltd.
02.2014 - 12.2014
- Worked on MACD Profile and Resolving basic level CISCO VOIP related issues and Provided Entry Level Support
- Priorities my workload efficiently and deal with requests accurately and speedily
- Taking ownership of calls through to resolution and escalating / chasing wherever necessary
- Phone registrations with CUCM with 24/7 Support
- Issues related to VOIP and lease line
Associate Engineer
We3 Public Relations & Corporate Consultants
09.2012 - 02.2014
- Worked on broadband support Profile and Resolving basic level troubleshooting on broadband lease line related issues
- Add Avaya Phone and provides the features of the new id, Change COR and COS
- Providing End User Support in AVAYA platform
- Desktop support related issue and communicates with user and resolved their issue
Education
Bachelor of Technology - Electronics and Communication
Punjab Technical University
06-2012
Skills
- Cisco Voice (CUCM,CUC,CER and IM & PRESENCE)
- Gateways (H323,SIP,MGCP,SCCP and Audio Codes SBC)
- Cisco UCCE
- Call recording server Verint
- Genesis cloud contact center solution
- VMware server
- MS Team Telephony
- Open Text Fax solution
- Customer Relation
- Technical troubleshooting
- Operational enhancement
- Task prioritization
Certification
CCNA R&S
Coursework
- CCNA R&S
- CCNA Voice
- CCNP Voice
- MS-Teams 700, 900 and MS-Team Telephony
- Genesis cloud CX
Pancardnumber
FXNPS5083Q
Disclaimer
I would take this opportunity to thank you for going through my resume and would request you to consider me for the area suitable to my caliber in your prestigious organization. The information provided above is up-to-date and correct.
Personal Information
- Father's Name: Bhikhari Sah
- Date of Birth: 12/06/86
Timeline
Technical Professional Management
British Telecom India PVT LTD.
08.2022 - Current
Sr. Consultant
Capgemini Technology Services India Limited
08.2020 - 08.2022
Senior System Engineer
Cybage software Pvt Ltd.
11.2018 - 08.2020
Sr. Network Engineer
Wipro Technologies
05.2018 - 11.2018
IPT Specialist
Orange Business Services
07.2015 - 05.2018
Technical Support Engineer
World Phone internet service Pvt Ltd.
02.2014 - 12.2014
Associate Engineer
We3 Public Relations & Corporate Consultants
09.2012 - 02.2014
CCNA R&S
CCNA Collaboration Certified
CCNP Collaboration
ITILV4 Foundation
Ms-700
MS-900
Genesis cloud CX
Bachelor of Technology - Electronics and Communication
Punjab Technical University
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