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Jijesh KT

Jijesh KT

Unified Communication Engineer
Chennai, Chennai district

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About Jijesh KT:

My name is Jijesh . I am basically from India. I have completed the graduation and I done CCNP (Voice) .I certified in CCNA(R&S),CCNA(Voice). I have 8.5 years experience in unified communications ,contact center technologies.

Experience

  • Installating, configuring and Upgrading CUCM and UCCX (8.x 10.x,11.x).
  •  Backup & Restore of CUCM,UCCX and unity(8.x,10.x,11.x).

 

  • Implementing and Troubleshooting Voice, Video and Data Networks using Cisco equipment.

 

  • Configuring Voice Translation rule & Voice translation Profile.

 

  • VMWare ESXi, vSphere, Cisco Prime collaboration tool.

 

  • Configured – Voice Gateways, 29xx ,43XX series routers.

 

  • CDR Reports, Dialed Number Analyzer, Collect Traces.
  • Configuring customer center configurations on Cisco unity with Call handlers and Greeting Management system

 

  • Configuring Calling Search Spaces, Partitions, Route Pattern, Route Groups, Route List, Route Pattern, Line Group, Hunt List, Hunt Pilot.
  • Configuration of Voice Interfaces: T1, E1, FXS and FXO.
  • Configuration of Jabber Clients for multiple platforms like Windows, Android and Apple iOS.
  • Bulk Administration Tools (BAT)
  • Webex user profile configuration and License activation & troubleshooting.
  • Video Conference device registration on Webex Cloud.
  • One Touch Join option enablement on VC devices.
  • Coordinating with service provider for fixing Service Provider end issues.
  • Configuration of Analog Ports, IP phones (79XX, 89XX, 99XX) and soft phone configurations and troubleshooting support.
  • Configuration of Video devices (SX-10,SX-20) and configuring Proximity in  VC devices.
  • Configuration of User Features such as Speed dial, Call forwarding, Personal Address Book, Single number reach.
  • Configuration of Extension Mobility
  • Providing Remote technical support for various IP phones issues like voice quality, services, hardware, firmware and inbound/ outbound call issues. 
  • Indulge and coordinate with LIT (Local IT) for remote hands and eye support, as required for the successful completion of the service request.
  • Diagnose faults accurately through dialogues, WebEx and mails with the customer and remote access when available to help resolve the request ASAP.
  • Configuration of SIP Trunk.
  • Configuration of H.323 Gateway.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Cisco Unified Contact Center Express

 

 

  • Cisco Finesse Agent Profile Configuration and Troubleshooting
  • Configuration of Application, CSQ, Call Control Group, Triggers, Resource Group, Skills and Teams
  • Configuration of Call Variable Layout in Cisco Finesse Administration.
  • Configuration of Manage Workflows, Workflow Actions in Cisco Finesse Administration.
  • Configuration of Teams Resources in in Cisco Finesse Administration
  • Providing the Reports access to supervisors, Scheduling the Queue reports
  • Creating, Modifying and Publishing Script as per the business requirement.
  • Service-Now integration with Cisco Finesse Agent Desktop
  • Troubleshooting the API Script related issues

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Genesys Pure Connect Cloud

 

 

  • Genesys Contact Center New Site Deployment
  • Configuring, Modifying and Publishing Call flow in Interaction Attendant and Troubleshooting. 
  • Agent Profile configuration
  • Adding the Workgroup , Enable the licenses , Mapping the roles.
  • Supervisor access configuration.
  • Adding & Removing the Users from CAAS Application and enabling the user privilege
  • Configuration of  Managed and unmanaged IP Phones  (Audiocodes 420 HD Polycom VVX 310 , IP335,IP6000)
  • Configuration of  Interaction Desktop and ICBM local installer
  • Providing Remote technical support for various IP phones issues like voice quality, voice mail, hardware, firmware and inbound/ outbound call issues.
  • Configuration of New Workgroup ,Schedules & SIP Softphone Configuration.
  • Configuration of Location, Line & Line Group 
  • Configuration of New  Roles , & Registration Groups
  • New  IVR prompts upload and  Generating the Call logs ,SIP engine logs from the TSRA
  •  Diagnose faults accurately through dialogues, WebEx and mails with the Customerand remote access when available to help resolve the request ASAP
  • Configuring On Demand Survey and Post Call Survey
  • Generating the Workgroup Que Summary monthly reports from the ICBM
  • Configuring, Modifying and disabling the  TSRA Account from My cloud Application
  • Configuring IP Phone Template, Role and Creating the Password Policies.
  • Configured the DID/DNIS entries and done the Simulate Calls
  • Configured the Dial-Plan
  • Configured the Supervisor Alert from the ICBM
  • Monitoring the Calls and Que Status Via ICBM.
  • T-shooting the Genesys Contact Center Call routing and Interaction Desktop related issues

 

 

 

 

 

Skype For Business

 

 

  • Adding the New Sites and adding the Licenses via Audio Codes OVOC Portal
  • Configuration of Skype for Business phone (Audiocodes 450HD, PolycomTrio8800)  and      troubleshooting the issues
  • Adding Moving Changing the Skype Phones Via PDMS tool.

 

  • Configuring the New Sites and adding the new site Template and Creating Group Location wise via Polycom Resource Manager Portal

 

  • Creating and  Generating the Configuration files for 450 HD via Audio Codes OVOC Portal
  • Providing technical support for Skype for Business  issues like voice quality, 

hardware, firmware upgrade  and inbound/ outbound call issues. 

  • Coordinating with  Vendors  and fixing the fixing the vendor dependency issues.
  • T-shooting the Phones signing issues.
  • Adding the Licenses into  Audio Codes OVOC Portal and Upgrading the Phones Firmware Using the Bulk Tool
  • Adding the New Licenses into Polycom Resources Manager Portal and Monitoring the Calls status via RRPM. 
  • Troubleshooting the SFB phone registration issues via PDMS tool.

Microsoft Teams

 

  • Configuring the Enterprise calling feature and troubleshooting Calling feature issues
  • Configuration of  Chat Federation
  • Adding Moving Changing the Teams Calling number though Power shell Command.

 

  • Bulk Enterprise calling feature  enablement through power shell command.

 

  • Configuring the calling policy and troubleshooting the calling policy related issues. 
  • Providing technical support for Microsoft Teams issues like voice quality, Teams Desktop client, inbound/ outbound call issues.
  • Coordinating with  Vendors  and fixing the fixing the vendor dependency issues.
  • Checking the alerts and doing the Health Checks Day to day basis.

T-shooting the Teams client signing issues and upgrading the Teams license

Education

Professional Certifications

  • Cisco Certified Network Associate (Voice) [CCNA Voice]
  • Cisco Certified Network Associate (R&S) [CCNA R&S

                  [Cisco ID –CSCO12301268]

 

Academical  Qualifications

                                 

  • Graduation in Bachelor Degree in Commerce 
  • Plus Two from Board of Higher Secondary Education

S.S.L.C from Board of examination, Kerala

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