KishoreDev Sasidharan

• Manage service requests: Manage the day-to-day operations of Cisco Call Manager, collaboration tools and AWS Connect environments.
Monitor systems are running efficiently and effectively, meeting Service Level Agreements (SLAs) and performance metrics.
• Lead and guide team: Lead and manage a team of UC professionals and guide team to support tickets, and migration activities for future. Develop a collaborative and high performing team culture.
• Incident and Ticket management: Manage and resolve incidents, service requests, change activities ensuring timely and effective resolution.
Conduct root cause analysis and implement preventative measures to minimize future incidents.
• Project management: Plan, execute and oversee projects, migration activities, change activities related to Cisco Call Manager, collaboration tools and AWS Connect.
Coordinate with cross-functional teams to ensure projects are delivered on time and within budget.
• Customer Engagement: Build and maintain close relationships with customers to understand their needs and ensure their satisfaction.

• Contributed to design and optimization of telecommunication networks.
• Enhanced ICT system capacity to meet requirements.
• Defined technical requirements by analyzing network bandwidth needs.
• Accomplished professional with extensive experience in Zoom Phone,Session Border Controller(SBC), Contact center, Cisco Call Manager, Intune, Zoom Meeting solutions.
• Expert in SBC/PBX and well versed in Cloud Telephony environment – participating cross team activities, integrations, and sprint reviews.
• Executed On-site migration of Zoom phone project JAPAN, S.KOREA, Taiwan, Singapore, USA & India.

• Identified, addressed and either resolved or escalated project issues.
• Led projects to improve ICT system integrity and security.
• Arranged upgrades to hardware and software to maintain technological capabilities.
• Design and implementation of Voice and Video infrastructure of the cognizant global network.
• Teams to Session Border Controller(SBC) direct routing via DMZ.
• Sonus SBC administration, troubleshooting, Upgradation.
• Voice gateway consolidation: Replacing EOL Voice gateways (VGs)with new SBCs.

• Installed VOIP, SIP digital and video telephony products for departments to enable voice calls using broadband internet.
• Administration of Cisco VoIP devices - IP Phones, Call Manager (4.x, 6.x, 7.x & 8.x), Gateways and Gatekeepers, Unity & Unity Connection.
• Offered technical assistance in navigating phone systems to avoid disruptions and streamline process, promoting steady workflow.
• Troubleshooting, Maintenance & Implementation of IP Telephony/Unity.
• Provide RCA & documentation of incidents occurred.

• Troubleshot voice and data cabling to determine data transmission across different systems and devices, supporting network connectivity.

• Lead and deployed the migration, and management of UCaaS solutions ( Zoom, Cisco AV integration).
• Developed project plans, timelines, and budgets to ensure smooth execution and delivery UCaas implementaiton.
• Identifed risks, dependencies, and mitigation strategies to minimize disruptions.
• Ensured alignment with business objectives, compliance, and security requirements.

• Coordinated project plans to execute major upgrades, successfully guiding technical teams in achieving project goals.