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Technical Solution Manager-Contact Center Resume Example

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TECHNICAL SOLUTION MANAGER-CONTACT CENTER
Summary

9 years 8 months IT experience in software testing,implementation,configuration, troubleshooting and technical assistance in various technologies like IP Contact Center, Datacom, Security and VoIP .

Highlights

  • Cisco IP Contact Center deployment,configuration and troubleshooting experience
  • Contact Center customer escalation handling experience
  • Hosted Collaboration Solution for Contact center knowledge

  • Datacom product testing
  • VoIP technical expertise
  • Agile development Methodologies
  • Waterfall Model
  • Team management
  • Team player
  • Customer oriented
Accomplishments
  • Received CAP award from Cisco for handling customer issue
  • Received Thanks A Zillion & FMC awards from Wipro
  • Star Performer award from Cisco
  • Received Team of the year award for my team in MindTree limited
Experience
Technical Solution Manager-Contact CenterJul 2014 to Current
Cisco Systems - Boxborough, MA
  • Since last 8 months I have been working at customer site at Cisco Systems, Boxborough, United States for the project Customer solution Success.The responsibilities includes handling the customer escalation on various lines of contact center products and providing solution to the problem.Taking complete ownership of the case,live troubleshooting with customer,finding the root cause of the issue and giving immediate action plan and engaging the individual development team on need basis.This may require building test bed setup for issue reproduction in case issue is intermittent at customer environment.
Test Lead for Hosted Collaboration Solution for Contact CenterAug 2010 to Jun 2014
Wipro Technologies - Bangalore, KARNATAKA

Worked as Test lead for Cisco Systems Hosted Collaboration Solutions (HCS) for contact center project in Bangalore. HCS is the project which delivers a platform that allows managed service providers (MSP) to deliver both hosted & managed UC along with differentiated services tailored for a wide variety of unique business models.I was part of Core HCS team that integrates HCS-CC solution with Aggregation layer (CUBE-SP and PGW) and also with Third party Service provisioning product CCDM and test the entire solution model. My key responsibilities were Planning, Estimation, and designing and testing new feature and various deployments of HCS-CC. Testing Cisco CVP Comprehensive call flow model, HCS-CC Deployment model architecture design, implementation and testing. Automation testing of solution.500,1000, 4000 agents qualification testing for HCS-CC solution .Qualification of ASA Firewall in HCS-CC solution. Designing and testing CUBE-SP for HCS-CC Small contact center model Cisco UCS, Nexus configuration for the deployment.


Contact center product Knowledge on

  • Cisco Unified Contact Center Enterprise
  • Cisco Unified Contact Center Express
  • Cisco Unified Customer Voice Portal
  • Cisco Unified Call Manager
  • Cisco Unified Contact Center Domain Manager
  • Cisco Media Sense
  • Cisco Remote Silent Monitoring
  • Cisco Gateways
  • Cisco Unified Border Element-Enterprise
  • Cisco Unified Border Element-Service Provider
  • Cisco B & C series blades, Cisco UCS
  • Cisco ASA Firewall

Have a good understanding on following contact center deployment models

  • Cisco Packaged Contact Center Enterprise
  • Cisco HCS for Contact Center (HCS-CC) -500, 100,4000 Agent Deployment's
  • HCS-CC Small Contact Center Deployment
Senior Test Engineer Jul 2007 to Aug 2010
Mindtree Limited - Bangalore, KARNATAKA

I have worked on two Datacom projects during my tenure here.

  • First project was Symantec Gateway security- which is a multi-function firewall appliance that integrates full packet inspection firewall technology with intrusion prevention intelligence at the gateway between Internet and corporate network or between network segments. It incorporates an industry-tested firewall, virtual private networking, NAT, content filtering, antivirus, and IDS/IPS, all easily configurable through a GUI.I have tested the functionalities like Authentication, Live Update, VPN, NAT, PPTP and Routing.

Responsibilities

  • Prepared Test Plan, Test Requirements, Test case creation
  • Implementation of Test beds, Execution of Test cases. Reporting and logging bug,
  • Bug verification, Updating test execution status etc

Second project was Pirelli Software Stack -project to develop the OS for residential gateways.This gateway is a multi function appliance that incorporates technologies including DLNA, UPnP, OSGi, ALG, Security, VoIP, and VPN. My testing responsibilities covered the functionalities VPN, Security, VOIP, and ALG.

  • Involved in the test plan preparation,Test case and test data preparation, Identifying the test topologies for the VPN.
  • Identifying the test tools to be used, setting up test bed.
  • Execution of test cases, logging defects, bug verification etc.
Network ProfessionalNov 2004 to Dec 2006
Datasoft Networks - Kochi, KERALA

Voip Gateway Solution VoIP Gateway is a multi-feature integrated system which supports VoIP call routing as well as switching with inbuilt billing functionality.I have worked on VoIP technical support team for providing assistance for Datasoft Networks global customers for VoIP products such as CISCO AS series voice gateways, SYSMASTER VoIP Gateways, Nextone & VOICE MASTER soft switches.

Responsibilities were

  • Implementation and Configuration support for Gateways, Gatekeeper (Voice Master) and other solution products
  • Testing VoIP routes for SIP,H323 calls and voice quality related issues.
  • Troubleshooting customer VoIP issues and providing solution
Education
B-Tech, Information Technology2004Rajiv Gandhi Institute of Technology - Kottayam, KERALA, INDIA

Passed from Mahatma Gandhi University with aggregate of 67%

Pre-Degree, Science,Mathematics & Language1999Sree Narayana College of Arts and Science - Kollam, KERALA, INDIA

Passed from Kerala University with an aggregate of 61%

Secondary School Leaving Certificate1997Saint Jude High School - Kollam, KERALA, INDIA

SSLC Exam passed from Board of Secondary Education with distinction of 85%

Certifications

Cisco Certified Network Associate (CCNA)

Cisco Certified Network Professional (CCNP)

Scrum Fundamentals Certified Credential

Skills

Operating System: Windows,Linux-Ubuntu,CentOS

Technology : IP contact center,VPN,Firewall

Methodology: Agile,Waterfall,NAT,VOIP

Tools: Wireshark,MRTG,Protocol Analyzer,Putty,Eclipse MA,STAF,CLAV

Test Management Tools:Test link,Project Space, Perforce,TIMS

Bug Tracking Tools: Etrack,QC,Bugzila,Perforce,CDETS

Protocols: ARP/RARP, ICMP, IPSec, VLANS, STP, VTP, PPP, L2TP, PPTP, Ethernet,VOIP (H323&SIP),TCP/IP,SSL,ALG,DHCP,DNS,FTP,SFTP,RTP,RTCP,HTTP

Cryptography methods,Routing and switching concept

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Cisco Systems
  • Wipro Technologies
  • Mindtree Limited
  • Datasoft Networks

School Attended

  • Rajiv Gandhi Institute of Technology
  • Sree Narayana College of Arts and Science
  • Saint Jude High School

Job Titles Held:

  • Technical Solution Manager-Contact Center
  • Test Lead for Hosted Collaboration Solution for Contact Center
  • Senior Test Engineer
  • Network Professional

Degrees

  • B-Tech , Information Technology 2004
    Pre-Degree , Science,Mathematics & Language 1999
    Secondary School Leaving Certificate 1997

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