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.

• 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

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