Alagusundaram Sockalingam

Software Engineer

Apex, North Carolina, United States19 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 14 years of experience in Cisco Contact Center.
Expert in troubleshooting and technical support.
Strong project management and coordination skills.

Stackforce AI infers this person is a Telecommunications expert with strong skills in Cisco VoIP and project management.

Contact

Skills

Core Skills

Cisco VoipTroubleshootingUcceProject ManagementCustomer Support

Other Skills

SIPTechnical WritingDocumentationMicrosoft OfficeSQLAmazon Web Services (AWS)VMware InfrastructureVMware vSphere

About

Over 14+ years of dynamic and diligent experience in Cisco Contact Center Design, Implementation, support, and Operations. An effective communicator with excellent interpersonal skills and rich experience in customer service with the ability to drive issues to resolution. Possess strong skills of coordination with different stakeholders to drive the project implementation and post-implementation support independently. Strongly self-motivated, willing to take up responsibilities. Can work independently, lead or work within a team environment.

Experience

19 yrs 8 mos

Total Experience

7 yrs 7 mos

Average Tenure

10 yrs 8 mos

Current Experience

Cisco systems (india) private limited, bangalore

Technical Consulting Engineer

Oct 2015 – Present · 10 yrs 8 mos · Bangalore, India

Cisco

2 roles

Technical Consultation Engineer

Oct 2015 – Present · 10 yrs 8 mos

IPCC Engineer at Cisco Systems

Oct 2015 – Present · 10 yrs 8 mos

Currently Working in Cisco HTTS-IPCC team as a premium support Engineer, in which I handle all type of priority cases on Contact center products such as UCCE & UCCX.
Involving in Pre-upgrade, Post-upgrade and Migration Plan preparation for customers.
Coordinating with Developers for new defects and implementing workaround/Solution in production and feature enhancement update in Contact center systems.
Actively involved in preparation of technical articles, Cisco troubleshooting tech notes and technical discussion in Cisco Internal forums.
My Technotes Published in Cisco web site:
1) https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-customer-voice-portal/213241-troubleshoot-cvp-reporting-server-databa.html
2) https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-customer-voice-portal/213466-troubleshoot-cvp-upgraded-version-no-ref.html

Cisco VoIPSIPTroubleshootingTechnical Writing

Servion global solutions

Senior Engineer

Jan 2011 – Oct 2015 · 4 yrs 9 mos · Chennai Area, India

Worked as a Senior Engineer, Involved in UCCE project Design, Implementation, document preparation and support world-wide.
Involved in end to end UCCE projects implementation world-wide.
Project Pre-requisition gathering, document preparation and Project Implementation.
Site Readiness, Cisco Requirement ,Network Implementation Plan, Network Redundancy, Fail over test case, Low level and Detailed Design Documents and As built Document Preparation.
Troubleshooting on all UCCE/UCCX collaboration components.

Cisco VoIPUCCEDocumentationProject Management

Css corp

Application Engineer

Sep 2006 – Dec 2010 · 4 yrs 3 mos · Chennai Area, India

Handling incidents and issues without any escalations from the project team.
Providing Level 2 support for Linksys, Cisco System INC and Vonage, VOIP customers during the standby support for designated weeks/ and also providing support for all severity 1 & severity 2 issues.
Configuring, upgrade activities on Linksys & vonage devices.
Monitoring and analyzing SIP logs on the Core devices and provide solutions to end users.

SIPTroubleshootingCustomer Support