Sunny Prakash

Cisco Voice Specialist

sunnyprakash25@gmail.com, 8459400707
www.linkedin.com/in/sunnyprakash
Objective :
As an experienced Cisco Voice Engineer, I focus on doing my best for company and earning best for myself. Moving
ahead believing knowledge sharing and prioritizing work and time in a continuous approach. Seeking lead position
in career taking new challenges and framing new ideas for growth.

Product Expertise of Cisco IP Telephony :

 Cisco Call Manager : CUCM.

 Cisco Voice Mail Servers
 Cisco Contact Center
 Voice Gateways Protocols
 Voice Interface
 Recording
 SBC& Gateways
 Cisco Applications
: Cisco Unity Connection.
: CVP, CUIC, UCCE.
: SIP, H323, MGCP.
: E1/T1 PRI, BRI, ISDN, FXS, FXO Trunk
: Verint.
: Cube, Voice Gateways, Analog Gateways
: CIPC, Jabber.

Works Experience Episodes :

British Telecom - Level 2 IPT Voice Engineer
Since June 2017

British telecom is global IT service provider with services across the globe with operations based and controlled at
London UK.

 Cisco Voice engineer as a part of NOC (network operation centre) incident/problem management
team.
 Working on incidents related to Cisco call manager (different versions), Cisco Unity connection (CUC),
and voice gateways.
 Troubleshooting call routing issues on to CUBE and SME.
 Extracting logs from CUCM and analyzing the same to isolate and then to resolve the issue.
 Analyzing SIP, MGCP, H.323 call flow messages to resolve the issue.
 Prioritizing the request and action on the same achieving target SLA.
 Investigate and resolve replication and DB issues.
 Analyzing Verint issue of call recording and troubleshooting.
 Configuring the JTAPI integration to enable voice recording and troubleshoot issues related to the
same.
 Checking alarms for voice recording server and invoke vendor support to resolve the issue.
 Configuring users for contact centre on Egain- a third party tool used to make changes to the contact
centre database, changes made to the Egain will replicate to the contact centre database.
 Managing the holiday scripts in script editor and amending the same as per requirement.
 WFM DB replication issues and feed the data manually for WFM.
 Engage and collaborate worldwide to support and maintain solutions to enable effective
communications.
 Troubleshoot and resolve issues depending on priority and following with Cisco TAC wherever
necessary.

Orange Business Services – IPT Specialist

Gurgaon - Feb 2014 to June 2017

17th Feb 2014 to 07th Dec 2014: On Role of Team Lease Service Pvt Ltd.
8th Dec 2014 to till date: Promoted to On Role of Orange Business Service

Work Responsibility:

 Configuration and modification in CUCM & CUC for simple, standard and complex changes.
 Validate technically, coordinate Data and IP Telephony simple, standard, complex and global
change requests, whether coming from the customer or originating from network
requirements.
 Hands on with IPCC functions related to adding IPCC Agent and Supervisor in AW.
 IPCC - ADD/Modify Supervisor configuration.
 IPCC- Add agent to CUIC reporting & Provide reporting and dashboard access to Supervisor
in CUIC.
 IPCC- CAD and Supervisor Password Reset.
 Ensure the proper handling of change and incident request and prioritizing as per severity.
 Coordinates between different teams involved in the request implementation.
 Direct customer handling in B-to-B system on 24x7.
 Configuration of Analog Line on ATA & VG224
 Daily report generation from internal tool and managing workflow efficiently.
 Bulk user management migrating from PBX to IPT.
 Standard and simple IP Phones troubleshooting, Cisco Voice Gateway Pre & Post validation
results.
 Manages change projects on IPT infrastructure for designated customer.
 Ensuring Successful Completion of changes within the SLA.
 Worked with client: GSK, World Bank, PMI, HAPAG Lloyd etc.
 Creating internal ticket in Clarify and MACHX to manage customers request, update it and
close them when the request have been implemented.

iMMWIT Pvt Ltd - Network Support Engineer

New Delhi - June 2012 to Jan 2014

Work Responsibility:

 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 Extension Mobility and Voicemail.
 Providing End User Support.
 Getting follow up of the cases , marking it to be completed right on time

Technical Skills:

 Hands on experience on CUCM (7X, 8X, 9X, 10.5), Cisco Unity Connection, IPCC.
  Well Versed with Cisco IP Telephony, H.323, MGCP, SIP, SCCP, CCS, CAS, E1/T1, PRI, BRI,
Mobility, MVA, Codecs, Voice Gateway, Signaling Protocols, CAC, AAR, Extension Mobility,
CUC, IPCC etc.
 Good Understanding in Gateways SIP/ H.323 / MGCP.
 Basic to IPCC Enterprise.
 Expertise with various features of CUCM (Hunt Group, Call pick-up, Assistant Manager
Profile, Conferencing, Call-park).
 Good Understanding of Cisco Unity Connection (Voicemail), IPCC.
 Mid-Level hands On IP Phones troubleshooting, Cisco Voice Gateway, and Cisco Unity.
 Expertise with bulk changes using Bulk tool on CUCM.
 Well knowledgeable with Dial Plan, Dial-Peer, Gateway, Signaling Protocols, Extension
Mobility, Voicemail.

Technical Courses:

 CCNA R&S.
 CCNA Voice.
 CCNP Voice.

Certification: CCNA Collaboration Certified

Added Masteries:

 ITIL knowledge to ensure better service to the clients.

 Good in Kaizen and CI.
 Solid understanding and commitment to Incident and problem management.
 Better understanding of Change management procedures ensuring the transparency between stake holders and clients.
 Expérience in Customer service delivery.
 Knowledge of MS Word and Excel.

Education :

Bachelor of Technology

Electronics and Communication : 2008 – 2012.

Schooling
Senior Secondary : 2005 – 2007.
Higher Secondary : 2004 – 2005.

Personal :
Father’ Name : Abhay Kumar Sinha.
Date of Birth : 25th April 1990
Sex : Male
Passport No : N3020672
Hobbies : Playing Chess and Sketching.
Current Address : House no 1270, Sector9A, Near ESIC Hospital, Gurgaon-122001
Permanent Address : C/o Late J.N. Sinha, House No-318, RMS Colony, Kankarbagh, Patna.

Déclaration :

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.

“I believe in doing best and keep learning next “

Sunny Prakash