RAVITEJA GANGUPAM
Unified Communcations Engineer
Hyderabad
Summary
Experienced Unified Communications Engineer with 5 years of expertise in managing and optimizing Unified Communication systems, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), 8x8, RingCentral, and NICE. Skilled at leveraging educational knowledge and network voice expertise to achieve optimal results. Proficient in using Cisco Call Manager Software and Service-Now for ticket management. Strong background in IPCC and voice technologies, capable of configuring Cisco IP Phones and supporting voice gateways, voicemail systems, and other communication technologies
Overview
5
5
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Unified Communications Voice Engineer
SS&C Technologies
04.2021 - Current
- Design, deploy, and manage unified communications system VoIP.
- Monitor and troubleshoot network and communication systems to ensure optimal performance and minimal downtime.
- Implement and support cloud-based communication platforms such as 8x8 and RingCentral.
- Administer and maintain NICE systems for call recording, quality management, and contact center analytics.
- Manage user accounts, permissions, and configurations within NICE systems to support contact center operations.
- Coordinate with IT and network teams to align unified communication systems with overall network architecture.
- Managed numerous concurrent projects involving multiple stakeholders while consistently meeting deadlines and delivering high-quality results.
- Provide tier-2 and tier-3 support for complex communication issues, escalating to vendors when necessary.
- Maintain comprehensive documentation of system configurations, changes, and support activities to ensure continuity and compliance.
Senior Analyst
HCL TECHNOLOGIES, Inc.
09.2019 - 04.2021
- Maintained compliance with company standards to perform all maintenance activities
- Resolved end devices like Phones Fax Machines Money Order Machines damage by using Cisco Call Manager(CUCM) console
- Followed standards and procedures to maintain safe work environment
- Assessed facilities to determine capacity and needs for telecommunications systems
- Accurately read understood and carried out written instructions
- Configuring SYN APPS park and page device and providing the services efficiently
- Accurately documented user support activities, such as system problems, corrective actions resolution status and completed equipment installations
- Used Cisco unity connection(CUC) to Configure extension and Provide access to end user for voicemail access
- IPCC technologies and voice gateways maintenance and configuring shared lines
- Communicated effectively with vendors to determine pricing and technical specifications for available hardware software and services
- Configuring jabber profile and end user page and troubleshooting of jabber
- Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions
- Oversaw business telecommunication networks including telephones office equipment internet and cable.
- Processed administrative requests from analysts and managers
- Handled customer-related issues and shadowed Head Analyst.
Education
Bachelor of technology - Electronics and Communication
Gokaraju Rangaraju Institute of Engineering And Technology.
HYDERABAD, TG 08.2015 - 05.2019
Secondary Education - MPC
Sri Chaitanya Junior College
HYDERABAD, TG 08.2013 - 05.2015
Primary Education - School(X-Standard)
Pragathi Vidya Nikethan
HYDERABAD, TG 08.2012 - 05.2013
Skills
Cisco analog and digital voice devices
Cisco Unity Connection
Training of clients and support staff
Cisco unity connection
Synapp park and page
Jabber profile and voice gateways
Microsoft suite: Word, Excel, Power-Point
Cloud-based UCaaS
ITIL Framework
Supporting VoIP
Zoom Admin
8X8, Ring Central & NICE Admin
Timeline
Unified Communications Voice Engineer
SS&C Technologies
04.2021 - Current
Senior Analyst
HCL TECHNOLOGIES, Inc.
09.2019 - 04.2021
Bachelor of technology - Electronics and Communication
Gokaraju Rangaraju Institute of Engineering And Technology.
08.2015 - 05.2019
Secondary Education - MPC
Sri Chaitanya Junior College
08.2013 - 05.2015
Primary Education - School(X-Standard)
Pragathi Vidya Nikethan
08.2012 - 05.2013
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