Joseph Raja

Background

About Joseph Raja

I have 2 years of experience working as a cisco UCCE Engineer. Below are the work experience I had- Creation and management of Jabber profiles, device profiles, Finesse, SMC, and NICE for end users on a daily basis- Responsible for reconfiguring and deleting extensions and end user profiles- Creation of call types, precision queues, DNs, agents, and teams in ICM, as well as voicemail profiles and route patterns- Monitoring servers and gateways, addressing various alert cases such as server/process restarts, VG unreachability, SIP busyout, CUCM service restarts, and E1/T1 port downtime, along with CPU and memory utilization alerts- Collaboration with teams including SQL, Windows, Cisco, and B+S to resolve alerts and issues- Collection and analysis of logs from CUCM, VG, SQL Server, ICM, CVP, and CUIC to identify root causes of critical issues- Conducting daily health checks for routers, loggers, NICE, and WFM, and providing reports to clients- Assisting teams with patching activities and server upgrades, including pre and post-health checks- Troubleshooting Jabber, Finesse, NICE, SMC, Rexis, AWS (SNOW), inbound and outbound call issues, as well as hotline issues- Working with SQL Server databases and possessing knowledge of ICM scripting- Handling incidents and service requests via ServiceNow.