Cloud Computing (AWS)
Akshay Kumar Sharma
Unified Communications Engineer
Gurgaon
Summary
Forward-thinking Senior Specialist with rich experience of working under TAC, equipped with advanced operational and technical knowledge of Cisco VOIP and network. Proven performer under high pressure and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
5
5
Certifications
Work History
Senior Specialist (Incident Management)
Orange Business Services
06.2022 - Current
- Performing level 2 troubleshooting on daily incidents related Cisco IPT.
- Analyzing and debugging issues related to call routing, no audio, jabber login, issues related to certificates and all other incidents related to customer's IPT as well as network infra.
- Studying, planning and implementing critical and non critical changes such as CUCM/CUC/Expressways version upgrades, IOS router version upgrades, ESXI upgrade, certificates renewal.
- Regularly coordinating with change management team to share scope, details, downtime and roll back plan and finally implementing it.
- Escalating critical issues with L3 team, Cisco TAC or with Cisco BU team.
- Achieving SLAs by swiftly responding on high impacting and critical business incidents related to site down/contact center down, no audio, one way audio, by initiating crisis bridge with all stake holders and lead it till resolution.
Associate Network Engineer
Capgemini
01.2021 - 06.2022
- Providing global support for P1, P2, P3 and P4 incidents for customers and troubleshooting incidents, mainly comprising call routings on for Cisco Unified call manager.
- Handling cases related to call routing, call failure/dropping, certificate/licenses regeneration, configuration assistance related to CUCM, cases related to endpoint registration, upgrading CUCM failure/Backup failure/Virtual Machine Migration failure, providing logs/traces analysis to customer for any kind of failure,
- Providing RCA to customers related to any kind of failure isolated with Cisco call manager.
- Collaborating with other teams for troubleshooting cases having complex call flow, handling customer queries on P4 cases related to up gradation, license management, certificate renewal, changing settings of DNS servers using command line, real-time troubleshooting with customer on WebEx calls,
- Daily live troubleshooting on higher priority/network down situation/downtime activity, CM logs analysis, high CPU, core dumps, etc., workarounds on root/shell/remote accounts, familiar with working of VMware/ESXi 6, 6.5
QA-QC Engineer
Elematic India Private Limited
05.2018 - 05.2020
Graduate Engineer Trainee - Production
IFB Automotive Private Limited
08.2016 - 03.2017
Education
Bachelors in Technology - Mechanical Engineering, Germany
Amity University
Gurgaon 04.2001 -
Senior Secondary - Class 12th
Sherwood Convent School
Gurgaon 04.2011 - 04.2012
High School - Class 10th
Sherwood Convent School
Gurgaon 04.2009 - 04.2010
Skills
- CUCM/IMP, CUC, Expressway, UCCX, ESXi, Cisco IOS router, MGCP routers
- SIP, SCCP MGCP ISDN call flows
- Phone registration, jabber registration over MRA and on premise
- Proficient in Call manager log analysis and Wireshark tool for packet capture and its analysis
- ESXi, CIMC(BE6k, BE7k), virtualization, deployment and installations of VM
- E911 calls, PSAP call back, location tracking with ELIN
- High CPU on VMs, core dumps
- Upgrading CUCM/CUC/Expressways, Cisco IOS router version upgrade
- Proficient in Communication and documentation
Certification
Cisco Certified Network Associate (200-301 CCNA)
Accomplishments
Recognized as "Rising star" under the category of change maker awards (Orange Business Services) by swiftly adapting to a challenging and high pressure environment and showcasing the technical expertise to mitigate high impacting incidents of the customers, that are crucial for the organization.
Interests
Generative Artificial Intelligence
Hobbies
- Keen interest about studying politics and world affairs and economic.
- Fond of cycling, playing volleyball as a daily fitness regime.
Timeline
Introduction to cloud computing AWS (Udemy)
03-2024
Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate
12-2023
WIreshark Packet Analysis (Udemy)
11-2022
Senior Specialist (Incident Management)
Orange Business Services
06.2022 - Current
Associate Network Engineer
Capgemini
01.2021 - 06.2022
Cisco Certified Network Associate (200-301 CCNA)
09-2020
Cisco CCNA 200-301 - The Complete Guide to Getting Certified form UDEMY.
08-2020
QA-QC Engineer
Elematic India Private Limited
05.2018 - 05.2020
Graduate Engineer Trainee - Production
IFB Automotive Private Limited
08.2016 - 03.2017
Senior Secondary - Class 12th
Sherwood Convent School
04.2011 - 04.2012
High School - Class 10th
Sherwood Convent School
04.2009 - 04.2010
Bachelors in Technology - Mechanical Engineering, Germany
Amity University
04.2001 -
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