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    Anshul Dogra Resume-1

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    Rohan Ji
    This document is a resume for Anshul Dogra, who has over 7 years of experience in Cisco IP Telephony incident management. He is currently working as an UC Incident Management Expert at Orange Business Services, where he supports over 120,000 end users across 12 clusters. Prior to this, he held roles as a UC Incident Management Senior Specialist and Service Desk Specialist focused on Cisco Voice technologies. Dogra has skills in Cisco UCM, Unity Connection, UCCX and other UC platforms, as well as experience troubleshooting voice gateways and call routing issues. He aims to learn new technologies and take on challenges.

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    Anshul Dogra Resume-1

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    Rohan Ji
    36 views3 pages
    This document is a resume for Anshul Dogra, who has over 7 years of experience in Cisco IP Telephony incident management. He is currently working as an UC Incident Management Expert at Orange Business Services, where he supports over 120,000 end users across 12 clusters. Prior to this, he held roles as a UC Incident Management Senior Specialist and Service Desk Specialist focused on Cisco Voice technologies. Dogra has skills in Cisco UCM, Unity Connection, UCCX and other UC platforms, as well as experience troubleshooting voice gateways and call routing issues. He aims to learn new technologies and take on challenges.

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    This document is a resume for Anshul Dogra, who has over 7 years of experience in Cisco IP Telephony incident management. He is currently working as an UC Incident Management Expert at Orange Business Services, where he supports over 120,000 end users across 12 clusters. Prior to this, he held roles as a UC Incident Management Senior Specialist and Service Desk Specialist focused on Cisco Voice technologies. Dogra has skills in Cisco UCM, Unity Connection, UCCX and other UC platforms, as well as experience troubleshooting voice gateways and call routing issues. He aims to learn new technologies and take on challenges.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    36 views3 pages

    Anshul Dogra Resume-1

    Uploaded by

    Rohan Ji
    This document is a resume for Anshul Dogra, who has over 7 years of experience in Cisco IP Telephony incident management. He is currently working as an UC Incident Management Expert at Orange Business Services, where he supports over 120,000 end users across 12 clusters. Prior to this, he held roles as a UC Incident Management Senior Specialist and Service Desk Specialist focused on Cisco Voice technologies. Dogra has skills in Cisco UCM, Unity Connection, UCCX and other UC platforms, as well as experience troubleshooting voice gateways and call routing issues. He aims to learn new technologies and take on challenges.

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    ANSHUL DOGRA

    anshul.dogra@outlook.com
    +91 852 795 6183
    New Delhi, India

    Profile
     UC Incident Management Expert having 7 years of experience in Cisco IP Telephony.
     Stellar record of individual and corporate client satisfaction.
     Proficient with Cisco Unity, IPCC, PRI/PSTN, voice trunking along with configuring, supporting, troubleshooting
    & debugging Cisco IPT networks (UCM, UCCX, Unity, CME, CUE).
     Good network support knowledge and experience.
     Service oriented, customer focused with excellent customer service skills.
     Excellent analytical, problem solving, detail oriented and critical thinking skills with impeccable written and
    verbal communication skills.
     Good understanding of business rules & ability to work individually as well as part of a project team.
     Willing to learn new technologies & ready to take up any challenges.

    Skills
     Cisco Unified Communication Manager and CME
     Digital and Analogue Voice Gateways
     Cisco Unity Connection and CUE
     UCCX
     CIPC and WebEx
     Customer management
     Communication
     Resolute
     Team Player

    Professional History

    Orange Business Services


    UC Incident Management Expert April 2021 – Present

     Supporting, managing and troubleshooting dedicatedly for BASF – the world’s largest chemical company.
     Setup consisting of 12 clusters (7 main, including 2 mega clusters & 5 regional), supporting more than 120,000 end
    users.
     Carried out maintenance/upgrades for the entire 12 clusters (CUCM & CUC).
     Preparing internal RFCs for major and minor implementation activities.
     Engaged with cross-functional teams in the design and implementation, including the business to ensure a
    seamless experience that is scalable, reliable, and flexible.
     Undertook and successfully delivered inter-cluster TEHO setup, working on it individually.
     Configuring Supervisor accounts for CUIC, CCDM and Self-Care portal.
     Supporting Enhanced CAC to overcome the issues with cascaded sites and making cluster more redundant by
    configuring LBM group.
     Basic troubleshooting of UCCE call flow and Finesse.
     Received the “Change Maker” award for outstanding customer support, troubleshooting and fixing issue with
    AGW calling, post a LAN transformation activity, on a short notice and without being part of the actual
    transformation.
    Orange Business Services
    UC Incident Management Senior Specialist April 2019 – March 2021

     Supporting, Managing and troubleshooting IPT network of 20+ different customers, with varied setup.
     Managed Cisco’s IP telephony, CUCME, CUE and Jabber.
     Configured and maintained Cisco Communications Manager (call routing, translation patterns, route patterns,
    hunting, ), Cisco Unity Connection (call handlers, routing rules, scheduling, greetings, AA) and related Cisco
    Unified Communications configurations.
     Imparted second level support for problem diagnosis and assisted 3rd party and client operational staff, and
    engineering teams.
     Upgrading CUCM, installing patches, upgrading IOS and re-configuring gateways.
     Hands-on troubleshooting for GWs (2800, 2900, 4000, 224, 310) dial-peer, ISDN signaling, translation rules, and
    debug analysis.

    Orange Business Services


    Service Desk Specialist (IP Telephony) February 2015 – March 2019

     Worked as Service Desk Specialist with expertise in L1 technical support of Cisco Voice related incidents.
     The scope of technical support covered by this team includes Cisco Call Manager (8.6 & 10.5), Jabber, Gateway
    amongst other technologies.
     Troubleshooting on Incidents related to Cisco Unified Collaboration.
     Working on both Changes and Incidents.
     Troubleshooting call failure over SIP gateways.
     Troubleshooting issues related to Analog gateways (eg: VG224).
     Troubleshooting call routing and phone registration issues.
     Helping and providing technical support to Networking and IT Technicians in installing, configuring and
    designing the VOIP Telephony networks Glaxo Smith Kline (GSK) using CISCO Routers, Switches, Voice
    Gateways, IP Phones and other such CISCO networking products.
     Liaising with other relevant departments e.g. FOIS, CTS2/CTS3, CSMs, PTT & Vendors to ensure timely resolution
    of incidents.
     Ensuring 100% VOIP network availability to all CISCO Networking Products users by troubleshooting and
    resolving the PSTN and Internal call related issues by checking the related configurations, Dial-peers, Debugs, etc.
     Good knowledge of CUCM, CUC and Voice protocols.
     Part of the Incident Management team – logging, troubleshooting and implementations.
     Maintaining the service levels of the cases according to their severities.
     Responsible for proactive monitoring of alarms of voice equipment at customer site as well as trunks.

    Teleperformance
    Lead Technical Support Associate February 2014 – January 2015

     Worked as technical support for SanDisk products.


     Products included: Flash Drives, SD Cards, CF Cards & Sansa Players.
     Assisted customers with purchase decisions based on their usage and compatibility requirements.

    Tech Mahindra
    Technical Support Engineer May 2013 – December 2013

     Worked for the client D-Link.


     Provided technical support for D-Link Routers, Switches & Network Cameras.
     Work included assistance in setting up the devices remotely, including Wireless setup, Port Forwarding & DMZ.
    FIS Global Solutions
    Team Member December 2012 – March 2013

     Providing support to US based Financial Institutions in running an inquiry on individual and businesses.
     Check for any monies owed and/or check financial

    Certifications
    CCNA (Routing & Switching)

    Education

    Bachelor of Technology
     Computer Science Engineering.

    Senior Secondary, CBSE

     PCM

    Correspondence Address
    L-1/ 183 B, DDA FLATS, KALKAJI, NEW DELHI - 110019

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