Balram Dodiya

Experience

• 

  HCLTech

  Dec 2020 - Sept 2023

  • Design , configure and upgrade of Cisco Unified Communication manager (CUCM) to provide Voice service for a global user base of 10000+ employees.• Comprehensive knowledge of Cisco Unified Communication Manager (CUCM), Cisco Unity Connection (CUC) , Cisco Contact Centre Express (UCCX) , Cisco Unified Intelligent Center (CUIC) and related Voice Technologies required for configuration and troubleshooting.• Troubleshooting Device Registration , Device Setting , CUCM Call Features , Tomcat Issues , CUCM Serviceability and OS administration.• Managing 40+ Sites of Client. Handling more that 10000+ VOIP endpoints , call manager , gateways , UCCX.• Implement 70 + US Retail Store for the NAM Region which involves CUCM (Configuration TP , CTI Route Point) > Unity (Configuration Store ID Extension >> greeting >> caller input , System Call Handler >> transfer call ) > CUCM (call transferring to store agent as per the HP , HL , LG ).• Completed Multiple Upgrades of CUCM from 12X to 14 , Unity Connection 12x to 14 , UCCX 12.5 SU1 to 12.5 SU3 Which Involves Upgrading Virtual Machine’s Specs as per new version requirement, Locale Installation• Ribbon SBC Deployment (AD Configuration , Listen ports , media profiles , media list , SIP Profiles , Signaling Groups , transformation table with all possible logics , Call Routing Table , SIP Server Table etc.) and Troubleshooting for 15+ countries.• 100+ SNOM Third party phone’s Store Implementation which includes (Wireless Dect Phones M70 and SNOM Bases M900).• Taking care of Complex Service Requests (CSRs) , Managing Client’s Voice Infrastructure Network – Which is spread across the Globe.• Managing 4 Clusters of Cisco Voice Infrastructure (EMEA , APAC , NAM , LAM) interconnected over SIP Show less • Configuration and Troubleshooting of almost all end points and features of call manager Jabber , IP Phones , CUCM Call Flow (Device pool , Route Pattern , Partition , CSS , Translation Pattern , Hunt Pilot , Hunt List , Line Group , Extension Mobility etc).• Worked on Tools like Putty(for accessing the CLI of servers) , KeyPass(to store and retrieve credentials) , RTMT( Collecting logs and checks) , TranslatorX (checking the logs for troubleshooting), LX(checking the logs for troubleshooting) , Infoblox (IP Information through MAC etc), LogicMon (Monitoring of servers) , Verba (recording) , FreeFTPD (providing SFTP services for Upgrading the server versions , Performing Backups , Uploading Locals , Firmware Upgradation etc.) , Microcall (Fetching Call Records) , GoldWave (Converting the audio for contact center IVR format) RDP (for accessing windows servers).• Perform Daily Health checkup of CUCM , UCCX and Unity and related voice devices using RTMT , DRS and CLI (DB Replication).• Worked on All Kinds of Request (Incident , Service Request , Request For Information) like P1,P2,P3.. within the SLA with customer satisfactory feedback. Show less

  • Analyst

    Apr 2022 - Sept 2023

  • Graduate Engineering Trainee

    Dec 2020 - Mar 2022
• 

  BT Group

  Oct 2023 - now

  Senior service reliability engineer