Resume Title: Unified Communication Engineer

Pratap Kumar About:

Solution-oriented professional having 9+ years of experience in Cisco UC products including
CUCM, Gateways, CUC, UCCX, Jabber & Expressway with Support, Deployment, Solution and
E-mail Management skills. Also possess UCaaS and CCaaS experience. Seeks a UC engineer position
Pratapkumar31 within a learning environment.
@gmail.com
Professional Experience:

Cell: Tata Consultancy Services                                September 2021 –October 2022 

(Assistant Consultant) 
+91-7669113677
 
Job Description- 
 Provide support on configuring and troubleshooting CCaaS solution i.e. Genesys
Home Tel: PureCloud contact center IVR call flow design and troubleshoot issues like
inbound interaction issues, Agent various issues, telephony routing issues.
+91-7820046213  Provide support and troubleshoot Cisco UC product issues such as Call Manager
routing, Gateways routing, CUC, UCCX, Jabber and Expressway issues.
 Provide operations support and troubleshoot UCaaS solution i.e. Microsoft Teams
Address: voice direct routing and phone system feature issues that also include
H.N. 60A, G.N. 3, AudioCodes SBC.
Siddhartha Vihar  Maintain & improve customer experience with service improvement plans.
Ext. Ghaziabad,  Make and build high level designs and documents for ongoing technical and
process practices.
201009. Delhi-NCR
 Mentor and knowledge transfer to junior resources as and when needed.

Born: NTT DATA Services                                            January 2020 – August 2021 

June 30, 1992 (Network Convergence Specialist) 
 
Job Description- 
 Provide support and troubleshoot Cisco UC product issues such as Call Manager
Soul Status: routing, Gateways routing, CUC, UCCX, Jabber and Expressway issues.
Married  Provide operations support and troubleshoot UCaaS solution i.e. Microsoft Teams
voice direct routing and phone system feature issues that also include
AudioCodes SBC.
Communicability:
 Provide support on configuring and troubleshooting CCaaS solution i.e. Genesys
Hindi, English PureCloud contact center IVR call flow design and issues like inbound interaction
issues, Agent various issues, telephony routing issues.
 Make and build high level designs and documents for ongoing technical and
process practices.
Nationality:  Maintain & improve customer experience with service improvement plans.
Indian  Mentor and knowledge transfer to junior resources as and when needed.

PAN Number: HCL                                                                    September 2018 – January 2020                    

CRKPK9936N (Senior Specialist) 
 
Job Description- 
 Perform health checks on Cisco UC products, Gateways and monitor & work on
Passport:
hardware and server issues proactively through Entuity and RTMT tool. 
P7697923  Provide support on configuring and troubleshooting IPT or UC issues like Inbound
call issues, Outbound call issues, Caller ID issues, Audio issue, Fax issues, PRI
issues, Phone registration issues and Server issues. 
 Provide support on troubleshooting Cisco Unified application related issues, CUC,
 IM&P, Jabber, Expressway issues.
 Make and build high level designs and documents for ongoing technical and
process practices.
 Mentor and knowledge transfer to junior resources as and when needed.

ILAB’Z Technology February 2018 – September 2018

Academic (Worked as Third Party to TCS)  
Qualifications
Job Description- 
 Graduation
 Perform morning checks on Cisco UC products, Gateways, Telisca products,
B. Tech (IT)
PhonExOne billing. 
(68%  2012)
Bhagwati  Provisioned & supported existing infrastructure of Cisco voice & Adds, Moves, and
Institute of Changes to UDP, Phones, Lines, Users, Voice Gateways, call coverage, call
Technology & privileges and Call routing elements. 
 Provide support on troubleshooting Cisco Unified application related issues, CUC,
Science
IM&P and Cisco Jabber, Microsoft Lync, Telisca IPSMA, KURMI. 
Ghaziabad.  Working with UC monitoring tool RTMT, Ticketing Tool Service Now, monitoring
Tool Solar winds, UC provisioning tool KURMI and ITIL process. 
 Make and build high level designs and documents for ongoing technical and
 Intermediate process practices.
(62%  2008)  Mentor and knowledge transfer to junior resources as and when needed.
LDAV
Intercollege
Anoopshahr,
Bulandshahr, WIPRO INFOTECH                                               Jan 2013 – Nov 2017         
U.P. 203390 (Engineer-Network Management) 
 
Job Description- 
 High School  
(61%  2006)  Work on the TT on a priority basis to meet the SLA (Service level Agreement).  
LDAV  Provide 1st tier support to users utilizing Cisco Call manager (10.x), Voice
Intercollege Gateways, Cisco Unity Connection (10.x), Call manager express (CME), IMP
Anoopshahr, server & Cisco Jabber. 
Bulandshahr,  Managed day to day client and internal service requests and documented all
U.P. 203390 service performed. 
 Monitoring, raising (TT) & Tshooting the issues of Cisco IPT network reported by
customer as up to level 2. 
 Provisioned & supported existing infrastructure of Cisco voice & Adds, Moves, and
Changes to Phones, Lines, Users, Voice Gateways, call coverage, call privileges
Assets/ and Call routing. 
Competencies  Perform service & feature requests, Tshoot phone registration issues, call setup
issues, jabber issues, cisco unity connection issues as up to Leve 2. 
 Work efficiently
with people of Technical skills:
diverse culture.
 Fast learner, Microsoft Teams Voice & AudioCodes SBC:
adapt well to Troubleshoot inbound/outbound/audio/caller id issues, understand sbc call processing & sbc
change and sip logs, configure sbc/teams voice routing & number manipulations, configure call queues &
pressures in auto attendants, provision & manage sip gateway Teams phones, configure sbc sip header
workplace. manipulation, configure & manage teams direct routing sbc interface.
 Effective
communication Genesys PureCloud Contact Center:
and Configure IVR call flows, setup queue ACD routing, integrate data actions through APIs and
presentation scripting, configure CRM salesforce integration, configure SBC sip trunk integration and
skills. troubleshoot telephony routing issues, Troubleshoot Agent inbound interaction issues, Work
 Ambitious and with outbound dialing campaigning.
committed to
excellence and Cisco Unified Communication Manager:
perfection. Tshoot call setup and call routing issues, Tshoot phone registration issues, Configure Dial
 Committed to Plans, monitoring through RTMT tool, Utilize DNA & CDR tool for tracking call path, have
deadlines and understating media resources concepts, understand CCM architecture, services & traces.
schedules.
Cisco Voice Gateways:
Tshoot inbound/outbound call failing issues, Enabling H323, SIP, MGCP communication,
Configure & Tshoot E1/T1 PRI ISDN, and SIP Trunking, understand of voice gateway debugs
and sip debugs. Understand SIP call flow and messages. Understand GW call routing and dial
peers. Understand Cube and its features.

Cisco Unity Connection:

Integrate with CUCM, Understand Call Routing Rules and MWI call flow, Configure and
troubleshoot Call Handlers, Troubleshoot Voicemail and MWI issues. Understand CUC
architecture and services.

Cisco UCCX:
Configure UCCX setup with CUCM, Understand UCCX call flow, troubleshoot inbound voice
and DTMF issues, Troubleshoot Finesse, CUIC and Call recording issues, Configure and
troubleshoot UCCX IVR call flow scripts.

Cisco IM & Presence / Jabber:

Configure and deploy Jabber for end uses, troubleshoot Jabber login issues, troubleshoot
Jabber feature issues. Understand IM&P Architecture, services and integrations.

Cisco Expressway:
Troubleshoot registration issues, troubleshoot call processing issues, Configure and
troubleshoot traversal zone issues, Configure and troubleshoot MRA, troubleshoot Jabber
MRA issues.
Declaration:

I hereby declared that all the above written and details are true to the best of my knowledge
and belief and can be proven, whenever required.

Place:
Date: (Pratap Kumar)