Highlights:a. Voice over IP i. UCCE ( Cisco Unified Contact Center Enterprise) ICM [v 7.x to 10.X], Cisco Unified SIP Proxy Server [v 10.x], CVP [v 4.x to 10.X], CUIC [v 8.x to 10.x], Cisco Unified Contact Center Management Portal [v 8.x, 10.x] ii. IP Telephony CUCM) [v 4.x to 11.x], CUC [v 6.x to 11.x], Cisco IM and Presence [v 8.x to 11.x], Cisco Telepresence Video Communication (VCS-C & VCS-E) [v8.x], Cisco Telepresence Management Suite [v 13.x and 15.x], Cisco WebEx Meeting Server [v 2.x]. Voice Gateway Configuration (SIP, H.323, MGCP) b. Database Administration Microsoft SQL Server, PostgreSQL server. c. Software Development Language: ASP.net and C#, Java d. IVR (Interactive Voice Response) Scripting. i. Cisco ICM Scripting ii. Cisco CVP Studio Scripting for VXML application using web service and custom Java elements for Database integration.

Skills:IPCC, Cisco Voice, IP Telephony, VoIP, Cisco ICM, Cisco CVP, CVP VXML, Cisco UCCE Engineer, CVP XML Developer, Cisco Collaboration Engineer, UCCE, Telecommunications Administrator, Web Developer

Goal:A talented professional looking for Cisco UCCE, UCCX, IP Telephony Engineer position, in which I can utilize my knowledge in Cisco VoIP including Unified Call Manager, IPCC, UCCE, ICM, CVP, IP-IVR, CUIS, CUIC, CTIOS, Finesse, Unity Connection, IM&Presence, and Telepresence.

Membership:The Institution of Engineers, Bangladesh Bangladesh Computer Society

Certification:CCNP Collaboration 2016 CCIE-Voice (Written) 2013 UCCED 2013 ITIL v3 (GR750024831MA) 2012 CCVP 2010 CCNA Voice 2008 CCNA (CSCO11293057) 2007

Senior Telecommunications Administrator 02/2016 - 04/2019
Flamingo BPO Solutions, INC, Quezon City, National Capital Philippines
Industry: BPO
Operate and maintain technical changes on Cisco Contact Center Enterprise solutions, internal phone system, and Video Conference solutions Working as a team member in Cisco Unified Communications and Collaboration team. Perform day to day change activities requested by the business users.Working with Cisco TAC to troubleshoot major system error.
• Provide senior technical subject matter expertise and apply a proven track record of service delivery in the management and new services/applications to ensure feasibility of integrating technologies between multiple technology functions. • Design, deploy, configure, and troubleshoot for maximum performance and minimal downtime of company UCCE solution (ICM, CVP, Finesse, CUIC, Peripheral Applications) and IP Telephone system (CUCM, IM&Presence, Unity Connection, Telepresence, Jabber.) • Work closely with colleagues to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center. • Mentor other engineers and provide escalation support to front line support teams. • Work closely with business partners on telephony related projects and initiatives • Design and Develop in-house database management system and front end application to enhance business continuity. • Prepares documentation and conducts training and user orientation for end users detailing the configuration of proposed and deployed solutions.--
Telecommunications Administrator 08/2012 - 01/2016
Tyche Consulting Limited, Philippines ROHQ, Makati, National Capital Philippines
Industry: Information Technology
Cisco Unified Contact Center Enterprise and Unified Communication solutions System Administration, Modification, implementation, and operation- maintenance. Working in Cisco Unified Communications and Collaboration team and Perform day by day change activities requested by the business users. Also, operate with other teams such as Application, Network, Security, Windows, and Linux. To troubleshoot major system error and get Cisco TAC support.
• As technical professional, design, deploy, configure, and troubleshoot Large UCCE solution where customer has thousands of VoIP lines across the Globe. • Act as subject Matter Expert for supported IP Telephony services and technology, providing support to marketing and service teams. • Manage technical bridge and coordinated SMEs in order to resolve the issue as quickly as possible • Manage vendor relationship order to resolve the issue as quickly as possible • Is engaged in day to day service assurance • Develop network test plans, perform testing in labs, and identify technical and operational issues to management. • Architecting repeatable, reliable, and scalable telephony architectures with fault tolerance, performance tuning, monitoring systems, statistics/metrics collection, and disaster recovery--
Voice Engineer 05/2011 - 08/2011
Orascom Telecom Bangladesh Ltd, Banglalink, Dhaka, Bangladesh
Industry: Telecommunication
Administer, Operation, maintenance, and support of Avaya and Asterisk based Contact Center.
• Design, planning and deployment of SIP based Asterisk based International Call Center at Banglalink. • Support on Avaya communication manager, PM, IC and AVP. And project team member for Banglalink Contact Center upgrade project.--
Telecommunications Administrator 08/2011 - 08/2012
De Janeiro Global Solutions BPO Inc., Quezon, National Capital Philippines
Industry: BPO
Operation, maintenance, troubleshooting and project implementation of Cisco Unified Contact Center Enterprise, Cisco IP telephony and video telephony.
• Perform administration, configuration and monitoring of ICM and UCCE equipment and its adjuncts. • Create and maintain support documentation as required • Participate in the planning and implementation ICM & UCCE upgrades, patches and enhancements. • Act as a technical expert in the Contact Center platforms, clearly communicating the capabilities and limitations of the system. • Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption. • Identify opportunities and drive service improvements. • Ensure preventative maintenance is completed to schedule • Develop, test, and implement Contact Center applications and technology through projects and initiatives. • Identify applications and systems that require updates and propose and plan the implementation from idea to delivery.--
Senior Customer Engineer 12/2006 - 04/2011
LEADS Corporation Limited, Dhaka, Bangladesh
Industry: Information Technology
Responsibilities to perform all major change activities in Cisco IPCC and IPT. Implementation at customer side. Gather customer requirements to make HLD. Maintain the project plan. Communicate with 3rd party vendor (NICE, Witness, etc). Deliver LLD to the customer. Having some training session with Level-1 engineers to build the team. Creating documentations for the customer and internal team members.
• Perform design, installation, configuration, and operation of any new or existing telephony infrastructure device(s) and supporting software across the enterprise, including Cisco Call Manager, Unity Connection, UCCX/UCCE - Contact Center • Working with end users on the setup and configuration of auto-attendants, call center scripts, and call handling routines • Troubleshoot telephony related problem areas and issues as needed to resolve operational issues and restore/optimize services • Proficient at proactively managing standards, topology documentation, configuration files, performance baselines, and capacity planning roadmaps for the telephony infrastructure.--

American International University - Bangladesh 05/2002 - 06/2206
Dhaka, Dhaka, Bangladesh
Degree: Bachelor's Degree
Major:Computer Engineering
Bachelor’s Degree in Computer Engineering CGPA 3.70

UCandTelecoEngineer Unified Communications Engineer, Cisco UCCE, Telecommunications Engineer,
UCCE and UC Engineer UCCE, VoIP, Cisco Voice, IP Telephony
Cisco Unified Communications Cisco Voice, CVP, ICM, CUCM