Sumit Kumar Tiwari
Abu Dhabi
Summary
- 6+ years of Experience in Administration, installation & Maintenance of Core Cisco Voice Systems, Microsoft Teams, Genesys Pure cloud, Ribbon SBC.
- Ability to work under pressure and ensure in administration of infrastructure without downtime.
- Presently associated with Al Fahad Communication and Networking systems ( Etimad Holding LLC)
- Indigenously handled Voice administration in strength of more than 100+ systems in a network.
- An effective team member capability. Possess good Communication skills, industrious and result oriented.
- Managed processes & documentation in service support & delivery. Instrumental in quality initiatives & audits to ensures zero non-compliance. Adhering the ITIL process in handling issues.
- Ribbon SBC, Genesys Pure Cloud, Unified Call Manager Express, Cisco Unified Communication Manager (10.x,11.x and 12.x), Cisco Unity, Cisco Voice Gateways, Expressway C and E, TMS, CMS etc.….
- Heading functions related to delivery management for technical deliverables of concurrent projects.
- Good Understanding on the SIP, H.323, MGCP and Unified Communications.
- Designing systems for change management in IT operations entailing mapping business processes and studying workflow to design solutions, ensuring business functionality adherence and enhancing competitive advantage.
- Leading design & development of new systems & applications for necessary enhancement in the related operations.
- Planning, implementing & monitoring of technological changes to enhance operational efficiency.
- Interfacing with client to map their requirements, understand their concerns and provide them perfect solutions.
- Recruiting, training & monitoring/leading the team members to ensure efficiency in process operations and meeting of individual & group targets
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Voice Engineer
Al Fahad Communication And Networking Systems.
10.2023 - Current
- Designed and implemented a comprehensive Cisco IPT solution for the Ministry of Foreign Affairs (MOFA) to facilitate seamless communication across multiple embassies worldwide.
- Configured and maintained Cisco Voice Gateways to integrate traditional telephony networks with the IPT solution.
- Cisco IPT Solution Design and Implementation
- Fortigate Firewall Deployment
- Cisco L2 and L3 Switch Configuration
- Cisco Voice Gateway Configuration
- Microsoft Teams Integration
- Ribbon SBC and Genesys Pure Cloud Deployment
- Transformation Rule Design
- Routing Table Configuration
- Signaling Group and SIP Server table configuration in SBC
- SBC Integration with MS Teams (Direct Routing) and Genesys Pure Cloud
- Hand on Experience in LX tool to troubleshoot voice issue encountered with Ribbon SBC.
Network Engineer
Infracom Communication Systems
02.2023 - 08.2023
- Designed and implemented a comprehensive Cisco IPT solution for the Ministry of Foreign Affairs (MOFA) to facilitate seamless communication across multiple embassies worldwide.
- Implement Fortigate firewalls at various MOFA locations, enhancing network security
- Hand on Experience on Cisco L2 and L3 switch.
- Hand on experience on Cisco Voice gateway .
- Hand On Experience on Microsoft teams, Ribbon SBC and Geneys Pure Cloud.
- Expertise in transformation rule design, routing table configuration, and signaling group in Session Border Controllers, ensuring optimal call routing and performance.
- Session Border Controller Integeration with Microsoft Teams through Direct Routing and Genesys Pure Cloud, contributing to a seamless communication experience.
IT Analyst
Tata Consultancy Services.
12.2021 - 01.2023
- Managing Client Voice Infra based on SNOW Tickets.
- Managing Ribbon SBC 1k and 2k, MS Teams and Genesys Pure Cloud Infra.
- Provide technical assistance to client on IP to IP Gateways, Cisco Unified Communication Manager, Cisco Unity Connection, and Cisco IM & P, CUPS, Expressway C/E, Cisco Emergency Responder, Cisco attendant console, Microsoft Teams, Ribbon SBC and Genesys Pure Cloud.
- Hand on Service Now Ticketing Tool.
- Hand on Voice Protocol like H.323, MGCP, SIP and SCCP.
- Hand on Experience in Geneys Pure Cloud architecture.
- Hand On Experience in Genesys Cloud Inbound and Outbound Dialing.
- Hand on Experience in Genesys Cloud Integertaion with Third Party Application.
- Provided technical support and troubleshooting for Genesys PureCloud users, resolving issues promptly to minimize downtime.
- Collaborated with stakeholders to gather requirements and design call flows to improve customer experience and optimize operational efficiency.
Tech Lead
Cognizant Technology Solutions India Private Limited
04.2021 - 12.2021
- Providing L2/3 support and handling day-to-day operations.
- Provide technical assistance to client on IP to IP Gateways, Cisco Unified Communication Manager, Cisco Unity Connection, and Cisco IM & P, CUPS, Expressway C/E, Cisco Emergency Responder, Cisco attendant console and Cisco UCCE-Basic, Peterconnect.
- Hand on Experience on Voip Protocols like SIP, MGCP, H.323
- Configuring CISCO IP phones & Troubleshooting.
- Configuring and Troubleshooting of Voice Interfaces like FXS, FXO, and ISDN T1/E1 PRI.
- Managing Right FAX.
- Commissioned third-party vendors and technicians to augment on-site technical support assets.
- In-depth knowledge of Cisco VoIP systems and IP Protocols.
Administrator Voice
Wipro Limited
04.2019 - 03.2021
- Implemented CUCM 12.0,, Unity Connection 12.0, IM & Presence 12.0 and Voice gateways for Adani LPG project at Mundra (Gujarat).
- Handling IP Telephony infrastructure of the existing clients.
- Co-ordination with cisco TAC and vendors for issue encountered with voice systems.
- Support over phone/E-mail along with coordinating directly with the business Clients across.
- Administering, troubleshooting and implementing the telephony infrastructure, including Third- party.
- Accountable for troubleshooting the day-to-day issues based on SR’s, IM’s raised by operations teams.
- Preparing the plan of action for scheduled activities and proactively take a part in the activity until successful completion.
- Preparing the root-cause analysis for MI (Major Incidents).
- Handling and minimizing the client escalations by giving proper resolution in short time.
- Ensuring maximum uptime of all the voice Platform assets.
- Manages and responsible for Incident, Change and problem management (Proactive/Reactive) & operations, along with SIPs/Value adds.
- Manage all high severity IT incidents through recovery and the closure.
- Regular meetings with Vendors to evaluate the quality of services and identify areas for improvement.
- Responsible for SLA with vendors and overall CSAT.
- Managing end to end projects for customers with proper Planning.
- Responsible for ensuring that appropriate IT Operations processes and user community meet procedures.
- Responsible for ensuring that defined ITIL processes followed on floor.
- Accurate assessment impact of any incidents on the business to produce a clear and well-written documentation.
- Review change tickets and IM must ensure compliance with change management/IM policy.
- Responsible for communication and notification to IT support groups and Senior management/Stakeholders on status of high severity issues and complex changes.
- Attend and actively contribute to formal review meetings post recovery of high severity incidents.
- Ensures Customer experience scores are on a positive trend.
- Ensures Tickets per customer and repeated Incidents are reduce.
Network Engineer
Corporate Infotech Pvt Ltd
09.2018 - 03.2019
- Managing Client location’s voice network.
- Providing L2 support and handling day-to-day operations.
- Provide technical assistance to client on IP to IP Gateways, Cisco Unified Communication Manager, Cisco Unity Connection, and Cisco IM & P.
- Configuring CISCO IP phones & Troubleshooting.
- Configuring and Troubleshooting of Voice Interfaces like FXS, FXO, and ISDN T1/E1 PRI.
- Configuring partitions/CSS.
- Configuring route/route list/route pattern.
- Configuring Phones and Users using BAT/Manual methods.
- Voicemail creation, deletion, setting password and PIN for the voicemail by CISCO Unity.
- Supporting Voice Network for Global clients using different products like Voice Gateways, CUCM, Cisco Unity.
- Designing call flow as per the client requirement.
- Implemented UC Services for BSNL Bangalore Project.
- Developed and documented network diagrams of 23 Sites for NTRO on the behalf of CIPL.
- Documenting network changes and updating diagrams accordingly.
- Network Infrastructure Design and Implementation from the ground level for NTRO Project.
- Co-ordination with cisco TAC and vendors for issue encountered with voice systems.
Technical Support Engineer
Pace Business machine Pvt LTD
05.2017 - 09.2018
- Providing L2 support and handling day-to-day operations like programming, checklists and preventive maintenance.
- Installation, Administration & Implementation, level 1/2 support of Cisco end points, Gateway and unified communication applications.
- Administration & Maintenance of Cisco system Platform.
- Administration of CM Virtualization.
- Preparing the root-cause analysis for any highly Impacted to business.
- Upgrading the Firmware whenever required.
- Preparing the plan of action for scheduled activities and proactively take a part in the activity until successful completion.
- Administration & Maintenance of Cisco application servers.
- Provide L1/2 support for call manager queries, performing Backup manual and by scheduling the same.
- End-to-End management of voice infrastructure for Cisco end users.
- Having hands on experience in area of troubleshooting and monitoring of Cisco IP Telephony Products (VoIP) which includes Cisco Unified Communications Manager 10.5, 11.5 and Voice Gateways (H323 / VG224 and VG248).
- Configuring CISCO IP phones & Troubleshooting if any issue.
- Configuring partitions/CSS.
- Configuring route/route list/route pattern.
- Configuring Phones and Users using BAT/Manual methods.
- Create, Move, Delete Extension and Agent Login Code.
- Performing the Daily checklist tasks.
- Troubleshooting of PRI issues.
- Configuring CISCO IP phones & Troubleshooting if any issue.
- Configuring time groups/DHCP servers.
- Upgrading license.
- Creating / modify / Delete the voice mail account.
- Developed technical designs for customers, consultants and contractors.
Education
B.Tech (EC) + M.Tech (Int) - Electrical, Electronics And Communications Engineering
ITM UNIVERSITY
Gwalior04.2017
Higher Secondary -
Kushal Vidhya Peeth
Gwalior06.2010
High School Diploma -
Bal Vihar High School
Gwalior03.2008
Skills
Cisco Unified Communication Manager
Cisco Unity Connection
Cisco Gateway
Cisco ATA
Cisco IM & P
Cisco Expressway
Cisco CMS
Ribbon SBC 1K and 2k
Siemens HI-Path 4000 and 3550
Unify- Call manager
Active Directory
DNS
VM Ware ESXI
Cisco Switches and Router
Microsoft Teams
Genesys Pure cloud
Certification
- Cisco Certified Network Associate- CCNA (200-125).
- Cisco Certified Network Professional (CCNP)
- Microsoft Certified Azure Fundamental (AZ-900)
- Microsoft Certified Azure Administrator (AZ-103)
- Microsoft certified teams administrator (MS-700)
- Genesys Cloud Professional
Timeline
Senior Voice Engineer
Al Fahad Communication And Networking Systems.
10.2023 - Current
Network Engineer
Infracom Communication Systems
02.2023 - 08.2023
IT Analyst
Tata Consultancy Services.
12.2021 - 01.2023
Tech Lead
Cognizant Technology Solutions India Private Limited
04.2021 - 12.2021
Administrator Voice
Wipro Limited
04.2019 - 03.2021
Network Engineer
Corporate Infotech Pvt Ltd
09.2018 - 03.2019
Technical Support Engineer
Pace Business machine Pvt LTD
05.2017 - 09.2018
B.Tech (EC) + M.Tech (Int) - Electrical, Electronics And Communications Engineering
ITM UNIVERSITY
Higher Secondary -
Kushal Vidhya Peeth
High School Diploma -
Bal Vihar High School
- Cisco Certified Network Associate- CCNA (200-125).
- Cisco Certified Network Professional (CCNP)
- Microsoft Certified Azure Fundamental (AZ-900)
- Microsoft Certified Azure Administrator (AZ-103)
- Microsoft certified teams administrator (MS-700)
- Genesys Cloud Professional
Similar Profiles
Naveed HassanNaveed Hassan
Ag. Projects Manager (Infrastructure & Comm.) at Al Fahad Communication & Networking SystemsAg. Projects Manager (Infrastructure & Comm.) at Al Fahad Communication & Networking Systems
MUZAKKIR KHANMUZAKKIR KHAN
Security Systems Engineer at Al Fahad Security SystemsSecurity Systems Engineer at Al Fahad Security Systems
Nour Zaid AyyadNour Zaid Ayyad
Project & Brand Manager at Tribeca For Import & Export (Fouz Al-Fahad)Project & Brand Manager at Tribeca For Import & Export (Fouz Al-Fahad)