LEENA RAJ

As a Collaboration Engineer, I am responsible for the setup, installation, and configuration of on-premises and cloud-based UC infrastructure for the organization's client.

As a TS Implementation Specialist, I was responsible for setup, installation, and configuration of on-prem and cloud-based UC infrastructure of various US clients of the organization.

• Working on projects for the client including green field projects, migrations and decommission
• Work directly with client to manage initial access and discovery, create process documentation, and train/coordinate training for client users
• Test and troubleshoot functionality of installed systems, identify and document technical issues. Escalate unresolved issues to the relevant support partners
• Create project documentations like HLD, LLD, As-Built document, Implementation and Test Plan
• Provides feedback based on client experiences to product and professional services teams for product and process improvements
• Delegate lower complexity tasks to junior Implementation Engineers and Technicians along with coaching and mentoring them

Projects

Migrate current Cisco on-premise Unified Communications (UC) infrastructure to Cisco Webex Calling

In client's current environment, call control is serviced by Cisco Unified Communication Manager and Cisco Call Manager Express. Unity Connection and Unity Connection Express provides the enterprise UCM with voicemail and auto attendant services. Client has chosen to migrate their current Cisco on-premise Unified Communications (UC) infrastructure of 320+ sites to Cisco Webex Calling and has enlisted NTT to design and assist with the implementation. PSTN services in the Americas will be ported to NTT utilizing the Cloud Connected PSTN (CCP) WebEx calling plan.

As an Implementation Specialist, I am involved in data discovery using data collection sheets, technical workshops with client, migration, and support during UAT, cutover and Day 1 support. As a part of migration, I configure below in Cisco Control Hub:

• Locations, numbers, users, workspaces, devices (New & old - Cisco 7841 & 7832 IP phones, Algo Paging system, Cisco 210 DECT phones)
• Features - Auto Attendant, Call queue, Call pickup, Hunt Group, Voicemail Group
• RedSky to provide E911 services for US based Webex Calling

Providing engineering services to one of the Managed Services clients of NTT

Involved in UC projects involving implementation of new and relocated sites, deployment of new Video conferencing rooms (WebEx mini, pro, plus etc.)

As a part of EUS RTC (End-user Service Real Time Communications) team I was responsible for maintaining JPMC Voice technology solutions supporting over 380,000 users globally.

• Act as a SME and provide advanced troubleshooting for Cisco UC and Collaboration solutions
• Troubleshooting Cisco United Computing System (UCS) and VMware vSphere
• Assist with day-to-day operation support, performance tuning, disaster recovery and patch/release management of Voice network
• Oversaw incident management, change management, problem management, application and business data and disaster recovery within JPMC’s Voice networks
• Responsible for planning and executing system migration and upgrades
• Remediate vulnerabilities across a wide range of voice and video applications
• Interface Cisco TAC and other support partners whenever required
• Provide input for process development, process improvement, and maintaining voice deployment standards
• Create and update documentation in the form of Knowledge Base (KB), process documents, Engineering Standards, FAQ, technical tips etc. Also establish processes and documentation for End Users, Service Desk and other support groups as needed
• Participate in design review meetings and review Low Level Design documents
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training

As Senior Network Engineer - Voice, I led operations for the Cisco Voice infrastructure of multiple Multinational Australian clients including configuring and troubleshooting while ensuring adherence to the established SOP.

• Working in a TAC like setup and delivering L2 support for day-to-day incidents and changes related to Cisco UC and Collaboration setup of the clients.
• Collect and interpret log files, collaborate with support partners to solve problems while maintaining system stability, and properly manage expectations clients
• Analyse existing customer voice infrastructure and lead team in identifying potential enhancements to sustain, improve and optimize performance
• Troubleshooting Cisco United Computing System (UCS) and VMware vSphere
• Participate in meetings and presentations or other designated special projects as assigned by department management
• Conduct monthly random review of incidents and service requests, analyse, and recommend improvement in quality

In this role I configured and maintained Cisco VOIP & IPT based telephony solutions and UCCX in accordance with business requirements and in compliance with engineering standards and processes

• Responsible for monitoring, troubleshooting, and supporting the client's global UC and UCCX infrastructure
• Maintain and support coded scripts for Cisco UCCX to support multiple Help Desk call flows
• Monitoring, measuring, and reporting of the current performance of UC and UCCX services and components. Identify and eliminate gaps in monitoring and potential impact on service delivery
• Design and plan Cisco UC and UCCX upgrades and technology changes
• Troubleshooting Cisco United Computing System (UCS) and VMware vSphere
• Work with vendors, clients, carriers and technical staff on implementation, optimization of Cisco Unified Communications systems
• Acknowledge, update and close incidents following all steps of incident management according to ITIL best practices aiming to resolve them on SLA target time

Served at a multi-shift 7 x 24 x 365 Network Operations Centre, providing Infrastructure support for the client’s Voice Network at multiple locations worldwide.

• Delivered Tier 1/2 Operational Support of the company’s IPT Systems including troubleshooting and escalating production problems affecting the global VOIP infrastructure
• Perform all move, add, and changes in the aspects of CUCM, CUC. Manage both service requests and trouble tickets related to the voice environment within predefined SLA’s
• Monitor and analyse performance across the organization's Voice Network
• Act as liaison between client and other support vendors on high-level support issues
• Answer and resolve helpdesk customer support tickets
• Assist SME with migration and implementation of Cisco UC projects
• Assist with system health checks, patching, and upgrades of Cisco UC system clusters and associated technologies