Alan Abraham

الدوحة قطر

+91 xxxx xxxxx

[email protected]

118 followers

Timeline
Jan 2017 - Dec 2020
Administrator
Wipro
Jan 2021 - Sept 2021
Technical Lead
Cognizant
Oct 2021 - May 2022
Technical Lead
HCLTech
Current Company
Jan 2022 - now
Contact Center Specialist
Ooredoo Qatar
About me
Results-Oriented IT Professional | Cisco Technologies Expert | Network Engineer | Contact Center Specialist
Education
- Kerala education board
  2005 - 2007
  Higher secondary
  My educational path began with the successful completion of Higher Secondary education under the esteemed Kerala Education Board. This phase of my academic journey imparted fundamental knowledge and skills, which served as a strong basis for my subsequent educational and professional endeavors.
- Kerala education board
  2004 - 2005
  Sslc (secondary school leaving certificate)
  My educational journey commenced with the achievement of the SSLC (Secondary School Leaving Certificate) from the Kerala Education Board. This educational milestone marked the beginning of my academic pursuits, instilling in me the essential skills and knowledge that have been instrumental throughout my educational and professional life.
- Mguniversity
  2007 - 2011
  Bachelor of technology - btech
  My academic journey included completing a rigorous four-year Bachelor's degree program in Information Technology at M G University. This educational foundation equipped me with a deep understanding of IT principles and laid the groundwork for my successful career in the field. The program provided me with a diverse range of technical skills and knowledge, setting the stage for my continued growth and accomplishments in the world of information technology.
Experience
- Wipro
  Jan 2017 - Dec 2020
  Administrator
  During my tenure at Wipro Technology, I provided expert troubleshooting and configuration support for Cisco IPT (IP Telephony). My responsibilities encompassed the monitoring and support of various components, including CLUSTER, CUBE, Gateway, and SBC, to maintain optimal network performance. I took charge of regular backups for essential components to safeguard against data loss and utilized monitoring and troubleshooting tools for efficient system performance management.
- Cognizant
  Jan 2021 - Sept 2021
  Technical lead
  As a Tech Lead, I provided crucial technical leadership and guidance to project teams, ensuring the successful implementation of solutions. My expertise in Cisco IPT and UCCX allowed me to offer advanced troubleshooting and configuration support, contributing to project success. I collaborated closely with project teams to support and optimize Cisco IPT and UCCX systems, fine-tuning them to meet project objectives. Implementing effective backup and recovery strategies to ensure data integrity and system resilience was a key part of my role. I proactively resolved issues using monitoring and troubleshooting tools, configured and troubleshooted voice interfaces, managed service and change requests, and fostered productive vendor relationships. Security maintenance and hardware failure management were also integral to my responsibilities. عرض أقل
- Hcltech
  Oct 2021 - May 2022
  Technical lead
  In my capacity as a Technical Lead, I assumed a leadership role within my team, providing technical guidance and mentorship to ensure the success of projects. My expertise in Cisco IPT and UCCX played a pivotal role in offering advanced troubleshooting and configuration support. I led project initiatives, overseeing the seamless integration and deployment of Cisco technologies to align with Verizon's requirements. My responsibilities extended to fine-tuning systems for maximum efficiency and effectiveness, implementing robust backup and recovery protocols, and proactively identifying and resolving issues using advanced monitoring and troubleshooting tools. I also managed escalated technical issues, collaborated with OEMs and service providers, and maintained high-quality service through effective service and incident management. عرض أقل
- Ooredoo qatar
  Jan 2022 - now
  Contact center specialist
  I specialize in optimizing contact center operations and ensuring customer service excellence through my in-depth expertise in contact center technologies. Working closely with Ooredoo and Salam Technology teams, I manage and maintain Cisco contact center systems and components to ensure high availability and peak performance. My role involves identifying opportunities for process enhancements, promptly resolving technical issues for contact center users, and continuously monitoring system performance to meet service level agreements. I actively collaborate with technology vendors and document configurations and incident resolutions to maintain operational efficiency and data security. Training contact center staff on system usage and troubleshooting is also a crucial part of my responsibilities, enabling them to deliver exceptional customer experiences. عرض أقل
Licenses & Certifications
- Ccna - cisco certified network associate
  Cisco