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Alan Abraham

Alan Abraham

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location of Alan AbrahamDoha, Qatar

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  • Timeline

  • 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