Moanas Jain

SUMMARY:
Senior Cisco UCCE/IPT Consultant with 10+ years experience with various Cisco Voice Products including Unified
Contact Center Enterprise, Customer Voice Portal, Communications Manager, Unity, and Unity Connections.
Cisco Certified Professional & Sun Certified Consultant
Expert in implementing Cisco UCCE, ICM, CVP, CTI/CTIOS, Call Manager.
Worked on Cisco UCCE (7.0, 8.0, 9.0, 10.5), CVP, CUCM, CUSP, CISCO GATEWAYS, CISCO PGW and CVP CALL
STUDIO for call flow design.
Expert in, ACD, Verint Impact 360 solutions, IVR, Call Center Reporting.
Experience with requirements analysis, architecture, resource and time management, design, code implementation,
quality assurance, documentation and integration.
Expertise in leading and working with diverse vendor relationships.
Strong technical skills and knowledge of the Telecommunications/Information Technology industry worldwide.

SKILLS:

Cisco IPCC/UCCE Enterprise:

ICM /CVP Scripting
Configuring agents, skill groups and teams
Configuring Outbound Campaigns
Configuring Labels for VRU (Voice Response Unit) and IP phones
Configuring Dialed Numbers and Call Types
Configuring Dial Plan. Network VRUs
Configuring PG explorer, Trunk Groups
Administration of Router, Logger, Database Manager and Admin Workstation.
Using HDS for historical reporting

Cisco Unified Communications Manager (CUCM):

Installation of CUCM Server
Defining clusters
IP phone, Video Phone and third party sip phone registration
Extension Mobility
Integration with Cisco Unity
Hardware Conference Bridge, MTP and Transcoder configuration
Integration with Active Directory servers
Integration with Cisco Gatekeepers
Administration of CUCM

Cisco Unified IM & Presence:

Installation of Presence
Adding users in presences
Integration with Active Directory servers
Troubleshooting of CUPS client
Configuring Soft phones and Jabber clients

SIP Proxy Server:

Configuring of Stateful SIP Proxy server for Registration, routing Sip requests Load balancing.
Troubleshooting of Sip issues

Voice Gateways & VXML Gateways:

Configuring and troubleshooting issues on Voice gateways and VXML Gateways
Configuring Dial peers on both Gateways
 Configuration of TCL files on VXML gateways
Configuration of SIP, MGCP, CUBE functionality, H.323, Codecs, ISDN

Peripheral Gateways:
Administration and Configuration of Peripheral Gateways
Collecting and Analysing PIM, Ctios server, OPC, PGAG logs
Troubleshooting PG failure, Fault Tolerance, loss of Data issues.

Cisco CTI:
Troubleshooting CTI client Desktop issues
CTI OS Supervisor and Agent desktop
CTI installation & troubleshooting

Verint Impact 360:

Configuration of Phones for Voice Recording
Configuration of screen recording
Integration with CUCM and PG for different call recording requirements

PROJECT EXPERIENCE:

Aug2017 Oct2017, ,Servion INC Princeton NJ.

UC Engineer/Consultant

Responding to IPT engineering problems by detailed procedure of troubleshooting and diagnosis of IPT domain.
Creating SRD documents for various sites as per client requirement.
Configuring CUBE/SBC, CER for different sites.
Cisco IVR Design, Implementation, Administration and ICM Scripting
Resolving networking issues in IPT engineering applications by diagnosis and troubleshooting at Level 3.
Implementing different route-out scenarios along with the testing team.
Maintaining and patched all CVP servers along with deployment of IVR applications
Monitoring and update Cisco IP phones and extensions as needed.
Delivering on-site engineering support and handled specialized IP telephony equipment.
Set up new hire employees (agent) from phone, desktop.

Jun2015 Aug2017, Comerica Bank, Auburn Hills, MI.

Cisco Voice Engineer (IVR CVP project)

Responsibilities:
Facilitated discussions with internal clients to understand departmental telephony needs, recommended process
improvements, and documented requirements
Functioned as customer technical liaison.
Coordinate with engineering teams on operational system expansion.
Provide technical assistance to third-party and client operational staff.
Configured reporting server and CUIC server along with vendors and assisted in contact center reporting issue.
Facilitated switching and routing configuration work.
Co-ordinate with vendors, technical teams and users for Phone related issues and dispatch hardwares to Clients.
Configuration and troubleshooting UCCE components.
Participated in UCCE scripting and implemented migrations.
Analyzed and resolved issues for ICM and CVP systems.
Provided technical support for voice recording and CVP applications.
Documented ICM scripts, gateway configurations and translations.
Supported Unity projects and voice recording profiles.
Installed and tested Jabber for desk phone control processes
Cisco IVR Design, Implementation, Administration and ICM Scripting
Call flow designs in call studio.
Monitor and update Cisco IP phones and extensions as needed.
Deliver on-site engineering support and handled specialized IP telephony equipment.
 Helped internal contact centre managers with issues related to Verint recording.
Set up new hire employees (agent) from phone, ctios desktop.
Setup employees in EVR, QM, Advanced scorecard, and viewer and trouble shoot Verint (EVR) issues.
Troubleshoot endpoints using RTMT and wire shark for packet capture.
Worked on vmware.

Oct2014 Jun2015 Client RBS Bank, Providence, RI.

Cisco Voice Engineer

Responsibilities:
Perform VOIP sector configuration and service administration.
Provide technical assistance to third-party and client operational staff.
Assisted with helpdesk customer tickets by troubleshooting problems with regard to the VOIP system.
Assisted in migration project from Avaya to Cisco.
Facilitated switching and routing configuration work.
Co-ordinate with vendors, technical teams and users for Phone related issues and dispatch hardwares to Clients.
Configuration and troubleshooting UCCE components.
Respond to IPT engineering problems by detailed procedure of troubleshooting and diagnosis of IPT domain.
Implemented Cisco solutions such as Cisco CUCM, Unity Connect.
Co-ordinate with offshore teams in relation to technical issues and resolve.
Troubleshoot endpoints using RTMT and wire shark for packet capture.
Advanced call manager to the standard version and updated system to support the VOIP enforcement.
Deliver on-site engineering support and handled specialized IP telephony equipment.
Helped internal verint team members with server related issues.

Oct2012Sep2014, Client: Orlando Utilities Commission, Orlando, FL.

Cisco Contact Center Enterprise/IPT Consultant

Responsibilities:
Cisco Unified Communications Manager Support Configuration and Integrations
Cisco Unified Contact Center ICM Scripting including Custom scripting to solve complex business problems
Cisco Unified Contact Center Express Scripting.
Working on Verint Impact 360 call recording solution. Building and configuration of recording of calls for different
environments like development & simprod
Taking requirements for different line of business and implementing in Verint for recording.
Working on WFM & Project co-ordination for implementations and Roll-outs.
Configuration of CUCM for Integration with Verint I360 like SIP trunks, recording profiles & IP extensions.
Cisco Customer Voice Portal CVP Scripting
Translate and Program Business Requirements of Contact Center into working Solutions using UCCE\CVP CALL
STUDIO and ICM Scripting
Provide Technical Support For IP Telephony Solutions for Existing UCCE Expansion Projects.
Genesys CIM management layer SCI, error handling,alerting,CIM reporting
Genesys CIM routing(IRD, Multimedia) ,GVP Infrastructure

July 2007 Sept2012, Client: Compucom, CAN.

Cisco IP Telephony\Contact Center Engineer

Responsibilities:
Served as Technical Contact between Customer and Cisco Partners\Resellers
Lead Engineer for IP Telephony System Upgrade, and Support and ongoing Administration.
Lead Engineer for Contact Center Enterprise Scripting System Upgrade and CTIOS Support.
Provided support for Avaya Communication Manager and ACD
Worked on Avaya Aura System, Session Manager and Aura Application Enablement Services Remote Gateways,
ESS/LSP.
Programmed ICM and IVR Scripting based on business requirements for a 24x7 Contact Center
Cisco IPT Design, Implementation, Support, Administration for Unified Communications Manager 8.x
Cisco Contact Center Enterprise 8.0 Design, Implementation, Administration and Scripting
 Cisco IOS Telephony Router Configuration and Implementation..
Lead IPT\UCCE Engineer with Project Management Responsibilities for System upgrades.
Provide Level 2\3 Troubleshooting, Support and Problem Resolution for Existing Staff.
Developed Custom database driven Web Applications for Cisco Unified Communications Manager.
Developed System Documentation for Cisco IP Telephony and Cisco Contact Center.

June2005 June 2007, Client: YM Inc, CAN.

Network Engineer

Responsibilities:
Provided computer help desk support via telephone communications with end-users and through remote access
(LAN Desk).
Creation of users, 24/7 on call Support.
Answered over 100 calls and emails to support software and hardware issues
Responsible for daily, weekly and monthly backups for production as well as test servers (AS400).
Responsible for troubleshooting hardware issues, exchange server issues and printer issues.
Worked with various heat ticketing tools such as Remedy, Heat and Applications.
Responsible for daily downloads of sales from various retail units.
Excellent communication and diagnostic skills, consistently solve problems and rarely escalate issues.
Notified users of system status whenever there is an anticipated outage or unscheduled downtime occurs.
Resolved user problems on initial call over 98% of the time.
Selected to create new procedures to improve department productivity and train new members.
Responsible for monitoring production servers.
Ship and receive backup tapes through Recall offsite tape process.
Performed diagnostics and troubleshooting of system issues.
Optimized system performance and spool utilization. Responded to system hardware/software error messages,
storage and hardware configuration problems.
Escalating calls and issues where necessary to senior managers and team leaders.
Authorized Service level agreement for internal/external customers for users/security administration.
Provided technical support for systems and applications within organization.
Configure, troubleshooting, maintain and support for Cisco Unified Communications Manager, Unity.
Worked in setting up of web site and the online portal for travels and tours division

June 2003 May 2005, Client: S7 Technologies Inc, CAN.

Linux / Windows Administrator

Responsibilities:
Configured Widows Deployment Servers, DHCP Servers, Windows2008 servers Active Directory and added
users.
Installed and Configured Exchange Servers (2010) as member as well as domain.
Configured the services for sharing the resources from UNIX such as remote login through TELNET, FTP.
Installing windows OS on client machines.
Configuring Windows 2008R2/Windows 2012 servers.
Installation of Red Hat Linux OS using NFS, FTP, HTTP, CD-ROM and Hard drive
Ability to document procedures and processes accurately
Administrated DHCP, DNS, NFS, and Samba services in Linux.
File system Administration, Setting up Disk Quota, configuring backup solutions.
Managed Disks and File systems using LVM on Linux.
Troubleshooting logon problems, boot process and printing.

EDUCATION:
BS, India- 1996

Professional Certification

Cisco Certified Network Associate (CCNA) .

Cisco Certified Network Professional (CCNP) ,
Sun Solaris Certified