Santhosh Cheriyamveettil

I am an IP Telephony engineer with over 8 years of Unified Communication, Contact centre & VoIP experience. I have worked on UCaaS & CCaaS for multiple types of domain organizations using various combinations of call control technologies during my career. I love troubleshooting and am passionate about UC design. I sharpen my skills and spend time learning new technologies. I am a strong team player too.

NETWORK VOICE CONSULTANT (December 2023 – Present)
FREELANCE                                                                                                                                                                                                              

• Work over services like Call hunt, Secure SIP & Voice, CCS and CAS signaling
• Responsible for the end-to-end management of incidents affecting service voice customers.
• Setting up , maintaining, troubleshooting and resolving of ISDN Q.931 Variants, SIP & Voice related Complaints
• Working knowledge on tools like Wireshark, SIP, DNA, Call Details Record, RTMT
• Technologies worked on : CUCM (ver 15), CUC, Hunt Pilot, Hunt Group, SIP, SIP Trunk, SDP , RTP, CDR, RTMT, DNA,  Debug Analysis, Voice QoS, ServiceNOW

        GRADUATE CONSULTANT (May 2023 - September 2023)
Staffordshire University (Dissertation Project)                                                                                                                                         

• Configuration includes Firewall IDS and Honeypot Ubuntu platform in virtual Box platform and collecting attackers logs 
• Configured network security elements including firewalls and honeypots, ensuring secure data management and system integrity.
• Regularly update and diversify honeypot services and ensure strict isolation to prevent internal network.
• Periodically retrain machine-learning models with recent data and updated MITRE ATT&CK information.
• Continuously monitor all system components and manage services to keep systems secure and operational.
• Technologies worked on : Virtual Box, Linux, Easywall Firewall, Honeypot IDS, Virtualization, Log Analysis, SSH, Telnet, IPS/IDS, Port Security, NAT, ACL

        SENIOR NETWORK ENGINEER VOICE (August 2020 - September 2022)
NTT Global Pvt Ltd                                                                                                                                                                                               

• Formed a team of 3 people and assisted Genesis SIP integration into a proactive Genesis ticketing tool with chat, voice and call facility, ensuring omni-channel functionality.
• Handle the installation/configuration/upgrade/monitoring part of various network devices and call management platform such as routers, switches, IP phones, SIP trunk and CUCM.
• Was a part of team to integrate CUCM setup with MS teams with call routing functionality
• Integrated collaboration solutions with SIP trunking and PSTN services, ensuring failover and high availability.
• Part of implementation team to deploy new voice announcement system throughout the client stores and ensured its functionality.
• Resolved complex support tickets escalated from 1st/2nd Line, including system configuration faults, VoIP outages, and network connectivity issues.
• Provided remote support to field engineers, ensuring efficient troubleshooting of telephony and voice services, preventing service downtime.
• Participated in an weekly on-call, delivering emergency support remotely , responding promptly to high-impact incidents.
• Dealing with daily Incident P1/P2 voice related issues (delivering 3rd Line support) as Managed Service Provider via call/chat/WebEx & Change request, following it to the resolution or change closure.
• Technologies worked on: CUCM (ver 10.5/12.5 ), CUC (ver 10.5/12.5), UCCX , Cisco WebEx, Call Routing, Voice Gateway (H323, MGCP, SIP), MS Teams direct routing, Encryption, Cisco CUBE ,Acme/Oracle SBC, AV/Telepresence Endpoints (Cisco SX & EX series , Crestron, Polycom, 3CX SNOM), IP Phones/Jabber/Finesse, Paging, Digit Manipulation, SIP Trunk, PSTN (E1/T1), PBX, Wireless AP, Wireshark, TranslatorX, SDP, RTP, CDR, RTMT, DNA,  Debug Analysis, QoS, ServiceNOW, Genesys WDE, Cherwell

DEPUTY MANAGER (April 2020 - August 2020)
Wipro Ltd                                                                                                                                                                                                                 

• Leading a team of 5 members as SME and mentoring them with related to their VoIP/telephony related incident tickets.
• Designed US Apple office with latest Cisco endpoints and call routing gateways.
• Led implementation, optimization, and security reviews of Cisco UC systems and video conferencing infrastructure for global teams.
• Configuration of DID’s on end device and pointing on dial peers and Troubleshooting call failures during provisioning stage
• Assisting Team in network voice and video design review (3rd & 4th Line support), analyze, maintain, solve and support implemented VoIP infrastructures and upgrading VoIP assets nearing End of Life/Support.
• Validating and approving standard/emergency change tasks and ensuring their outcome.
• Opportunity to validate network capacity performance and suggest best path forward.
• Technologies worked on : CUCM (ver 10.5), CUC (ver 10.5) , Voice Gateway (H323, MGCP, SIP), IP Phones/Jabber, Digit Manipulation, SIP Trunk, PSTN (E1/T1), PBX, Wireshark, TranslatorX, SDP , RTP, CDR, RTMT, DNA,  Debug Analysis, ServiceNOW, BOM, Technical Documentation, Design and upgradation, ITIL

        IPT/VOIP ADMINISTRATOR

Amelia, an IPSoft Company (May 2017 - March 2020)

Microland Ltd (May 2016 – May 2017)

• Focused and delivered whole team with complete design diagram (LLD and HLD) for stores and non-store clients for easy workflow.
• Creation of SIP, TDM trunks and E1, T1 configurations in gateway/Call Manager.
• Managed VPN protocols, wireless technologies, and firewalls to ensure secure and reliable network access for all users.
• Assisted client with Level-2/3 support and troubleshooting IP phone call routing issues using root cause analysis at Gateway SIP trunk/PRI.
• Assisted onsite field engineers by call for router, module, PBX/IP phone provisioning and troubleshooting.
• Monitored and log collected from Cisco UCS server through UCS Manager or CIMC for storage/controller issues.
• Supported the automation of UC operations, working with the automation team to streamline MACD (Move, Add, Change, and Delete) requests and enhance operational efficiency.
• Worked on ITIL based Ticketing system IPRadar incorporated with Ipmon (Monitoring) to close all Incident and Problem tickets.
• Mentored peers with presentation on Call Manager routing and unity connection integration.
• Provided mentoring and documentation to assist 1st Line Support, reducing repetitive incident rates.
• Debug and trace call on both Voice gateways and CUCM using Wireshark, SIP and CUCM traces.
• Logged and maintained detailed records of all troubleshooting steps and resolutions within the ticketing system.
• Technologies worked on : CUCM (ver 9/10.5), CUC (ver 9/10.5), WebEx, Call Routing, Voice Gateway (H323, MGCP, SIP), IP Phones/Jabber, 3CX, Paging, Dial Peer, SIP Trunk, PSTN (E1/T1), PBX, Wireshark, SDP , RTP, CDR, RTMT, DNA, TCP/IP, NTP, LDAP, DNS, DHCP, VLAN, HSRP, STP, Debug Analysis, Cisco SBC, VMWare ESXi, VSphere client, UCS Server - B480 M5 Blade, UCS Manager, Cisco Integrated Management Controller (CIMC), ServiceNOW, IPRadar, IPMon, Fire & Burglar Alarm System

        NETWORK SUPPORT ENGINEER (January 2014 - May 2016)
Tikona Digital Network                                                                                                                                                                                      

• Troubleshooting and providing support of Cisco IP Telephony network
• Configuration of user features such as speed dial, call forwarding, transfer, Call Park, and call pickup, call forward all
• Moving, Adding and Deleting Extensions and troubleshooting of IP Phone registration issues
• Troubleshooting various Gateways (H.323, MGCP)
• Configuration of SRST and call signaling protocols on Voice Gateways
• Extension mobility configuration and troubleshooting
• Configuration of Voice Interfaces (FXS, FXO, ISDN, E1/T1)
• Configuring various service of Call Manager Route Pattern, Hunt Pilot, Translation Pattern, Device pool
• Configuring and Managing Voice VLAN, Call Admission control & AAR
• Managing and troubleshooting Cisco Unity Connection.
• Technologies worked on : CUCM (ver 9), CUC (ver 9), Call Routing, Voice Gateway (H323, MGCP), IP Phones/Jabber, Dial Peer, PSTN (E1/T1), PBX, Wireshark, CDR, RTMT, SRST, DNA, TCP/IP, DNS, DHCP, VLAN, ServiceNOW, Siebel

MSc in Computer Science (Network and Security)
Staffordshire University
09/2022 - 10/2023

I have completed the MSc in Computer Science with a specialization in Computer Networks and Security at Staffordshire University. This comprehensive program has equipped me with the expertise to become a highly trained networking and security professional, also prepared me for the Cisco Certified Network Professional (CCNP) qualification. 
 

The MSc program is structured into two teaching blocks, including eight core modules and a dissertation project. The core modules covered:
Enterprise Cloud Computing in the AWS Environment: Focused on cloud computing essentials and prepared me for Amazon Web Services certification.
Network Troubleshooting: Developed practical skills to diagnose and resolve network issues, ensuring optimal performance and security.
Operating System Security: Covered mechanisms and policies needed to secure modern operating systems against threats.
Professional Routed Networks: Delved into the design, implementation, and management of advanced routed network environments.
Professional Secure Networks: Emphasized the creation and management of secure network infrastructures.
Professional Switched Networks: Explored the complexities of switched networks, including VLANs and spanning tree protocols.
Virtualisation: Provided knowledge in creating and managing virtual environments, essential for modern network infrastructures.
Research Methods: Developed skills necessary for conducting academic and professional research in computer networks and security.