Maxim Abramov B.A

Flexible and adaptable technical professional, Cisco certified and with seven years’ experience providing Cisco product design, implementation and configuration solutions for the banking, retail, financial and government sectors. Confident communicator committed to engaging with and listening to customers, colleagues, suppliers and establishing effective working partnerships with key stakeholders and management at all levels and across cultures. Organised problem solver and trouble-shooter with extensive project management from presale to completion across corporate IP infrastructures. Effective negotiator able to identify customer needs and requirements and produce solutions that improve efficiency, reduce costs and enhance productivity.

 

KEY ACHIEVEMENTS

 

• Implemented a Cisco IPCC Enterprise Contact Centre for 3000 agents across five geographical towns, as a Systems Engineer, for one of the largest GSM providers across Russia, LLC ‘CTI’. Installed a multi-site WAN deployment model with distributed call processing, using Call Manager (CCM), Intelligent Contact Manager (ICM) and Cisco Unified Customer Voice Portal (CVP). Reduced carrier charges, mobile costs and increased agent productivity. 
• Deployed for the Government Ministry, as a Systems Engineer at LLC ‘CTI’, a Cisco Unified Communication Manager cluster upgrade, from legacy equipment for 600 clients, with Cisco Unity on 400 ports and integrations with IBM Lotus Domino, Notes and Sametime. The project reduced costs for mobile calls and travel and increased mobile worker productivity and faster problem resolution. 
• Introduced a Cisco Unified Communication Manager cluster upgrade from legacy equipment for 300 clients with Cisco unity on 200 ports, Cisco Presence Server and integrations with MS OCS R2 for a large Russian Bank. Improved employee productivity across geographically dispersed locations through voice and video conferencing. Improved greater efficiencies in message management and voicemail operations. 
• Established, over six months, a Cisco IPCC Enterprise Contact Centre upgrade from legacy equipment, for 100 agents, as the Senior IT Specialist for JSC Dalsvyaz. Integrated the customer’s MS SQL database with Interactive Voice Response (IVR) for receiving data about the calling number from the Agent Desktop. Increased first-call resolution, reduced average call response times and automated outbound calls for marketing or debitinformation.

 

 

CAREER SKILLS SUMMARY

 

 

Technical.

 

• Acquired a broad range of technical skills, as a software specialist at JSC Sakhalin Energo, providing 1^st and 2^nd line technical installation and configuration support for desktops, laptops, servers and twenty types of peripheral (including printers, plotters and faxes) within a Windows XP environment. Knowledge of cabling infrastructures, MS Office applications and resolving connectivity issues.
• Attended Foundation Administration of Cisco IPCC Contact Centres training and implemented IPCC Enterprise Technology with Call Manager (CCM) using Voice Gateway through H.323 protocols and IVR and Intelligent Contact Manager (ICM) at Dalsvyaz. Gained experience installing networking equipment including routers and switches and knowledge of SQL and Exchange ID across Windows, Linux and Netware environments.
• Implemented at LLC ‘CTI’, IPCC Express technology, integrated E1 PRI ISDN protocol with PSTN and MGCP between Call Manager and Voice Gateway. Configured Automated Speech Recognition (ASR) with text-to-speech (TTS) function enabling callers to acquired personalised answers to questions with greater efficiency and reduced costs. Installed Cisco e-mail Interaction Manager (EIM) and Cisco Web Interaction Manager (WIM).
• Fundamental understanding of AVVID and Cisco Unified IP Contact Centre design principles. Experienced in the planning, design, implementation, operations and optimisation lifecycles (PDIOO) for corporate IP infrastructures involving VoIP, data and CAD, CTIOS and CTI Agent desktops. Knowledge of IP blue, Voice Gateways and VG224, 26xx, 28xx, 37xx and 38xx devices. Routing protocol knowledge of RIP/IGRP/OSPF and EIGRP.
• Installed, configured and tested at LLC ‘CTI’, Cisco Unity, Unity Express and Cisco Voice Portal. Established a MS OCS R2, Standart for 100 clients using Front End/ Mediation Servers. Utilised Survivable Remote Site Telephony (SRST) supporting redundant call control in remote offices. Five years using Cisco Unified CM Express (CUCME), Unified Presence (CUP), Unified Expert Advisor (CUEA) and Unified Intelligence Suite (CUIS).

 

Communications, Organisation and Customer Service.

 

• Demonstrated the ability to engage with and listen to customer requirements, gathering specific customer information, investigating existing networks and negotiating how to fit a solution into their plans. Negotiated pricing and costs at Sakhalin Energo and Dalsvyaz with suppliers that acquired the best deals for the business. Built and maintained effective working partnerships with colleagues, clients, suppliers and management at all levels.
• Participated in the pre-sales negotiations with customers, as a Systems Engineer at LLC ‘CTI’, discussing and identifying technical needs and proposing recommendations and solutions. Presented the technical solutions at the customer sites as part of the team approach to closing a business opportunity.
• Decisive technical leader, responsible at LLC ‘CTI’ for a small team of four technical professionals and able to motivate individuals to meet agreed objectives. Assertive and tactful with a good understanding of an individual’s performance and training needs to meet the demands of the work. An effective team player able to encourage information sharing and take the difficult decisions to protect the business.
• Organised planner with responsibility for delivering individual parts of a large complex projects to agreed deadlines. Focused on accuracy and attention to detail using Prince2 methodologies, MS Visio for documenting, technical network drawings, MS Excel spreadsheets and MS Outlook for task and diary management. 

  

COMMUNITY  / VOLUNTEERING

 

Member of Microsoft Talent Network and Cisco Support Community. Member of “Do-it Volunteering” community.

 

QUALIFICATIONS, EDUCATION AND TRAINING.

 

2010                  Cisco Certified Network Professional Voice(CCNP Voice)                                   Self-Study

2010                  Cisco Certified Network Associate Voice(CCNA Voice)                                         Self-Study

2010                  Microsoft Certified IT Professional(MCITP)                                                               Self-Study

2008                  Cisco Certified Network Associate(CCNA)                                                               Self-Study

 

2003-2009         S.D Far Eastern State Academy of Economics and Management                  Yuzhno-Sakhalinsk, Russia

1998-2003         S.E Sakhalin College of Business and Information Science                           Yuzhno-Sakhalinsk, Russia

 

PERSONAL DETAILS.

 

Enjoys watching football, keeping fit and practising yoga.

 

Language skills Russian (Native) and English (Fluent).

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