ACS Project Report Form

Australian Computer Society

Skills Assessment
November 2014

The ACS Project Report Form is required for a Recognition of Prior Learning (RPL) Application
INFORMATION ABOUT THE AREAS OF KNOWLEDGE
After studying the ACSICT Profession Body of Knowledge document, tick those Areas of Knowledge that you
believe you have learned from your experience.
Please Note: None of the areas are mandatory. Applicants are allowed an opportunity to address only the Areas of
Knowledge they have acquired through their experience.

Please detail the relationship between the selected Areas of Knowledge and what you have learned
from the type of work and qualifications. This section of RPL needs to be specific as to how and where
you have learned the knowledge from.
This is one of the most important parts of the assessment and therefore ought to be comprehensive in
its content and clarity.
It is important that you explain:
(a) What Areas of Knowledge you have learned,
(b) How you acquired and applied the knowledge in your working environment.

Only tick the Areas of Knowledgethat you and believe you have learned from your
experience
ICT PROBLEM SOLVING (PS)
PROFESSIONAL KNOWLEDGE (PK)
Ethics
Professionalism
Teamwork concepts and issues
Interpersonal communication
Societal issues/Legal issues/Privacy
History and status of discipline.
TECHNOLOGY RESOURCES (TR)
Hardware and software fundamentals
Data and information management
Networking.
TECHNOLOGY BUILDING (TB)
Programming
Humancomputer interaction
Systems development
Systems acquisition.
SERVICES MANAGEMENT (SM)
Service management
Security management.
OUTCOMES MANAGEMENT (OM)
IT governance

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IT project management
Change management
Security policy.

Write a brief summary of how you acquired and applied the knowledge in your
working environment (1-2 pages).
TR.TECHNOLOGY RESOURCES

Hardware and Software Fundamentals.

a. I am trained on basics of Computer Hardware fundamentals programming language during my
High School and Captia course.
b. I have In-depth knowledge of the Desktop/Laptop Hardware and operating system with training
and education material access available with India Pvt LTD.
c. I have gained knowledge on Desktop/Laptop Hardware fundamentals like CPU, Memory,
Peripheral Devices, Blackberry, BEST through in house training and study material while
working with TCS, iSource Infosystem, Infosys BPO and ValuePoint Systems Pvt Ltd.
d. I have provided Desktop/ Laptop support to end users using DELL, HP and Fujitsu computers
and Laptop. I have also provided the onsite support for Desktop/Laptop, Peripheral and store
devices for employees of TCS Bangalore and RoyalHaskoningDHV.BV in The Netherlands..
e. I was involved on various projects to meet requirement by upgrading the systems and
reinstalling all the applications, drivers and Operating systems on end user's computer.
f. I have provide functional & technical logic and assistance for development involving custom
reports in applications like NICE and CMS Supervisor, output Forms, data conversion programs
& Workflows for data migration from legacy system to new system
g. I have gained knowledge of CMS supervisor to develop custom reports for users as per
requirement during my experience in business process outsourcing environment.
h. Designing, Implementing windows OS image server using MDT 2013, SCCM 2012 integration.
i. I was responsible to EUC operations for a Dutch customer VP site having more than 3500 users.
j. Designated as a Subject Matter Expert (SME) for Desktop related issues.
k. I had developed a physical lab to perform all new hardware validations for HP, DELL and Fujitsu
laptops and desktops.
l. I was part of Windows OS migration team to perform OS validations and hardening.
m. Worked on the IT360 ticketing tool to create, update CMDB, Asset management.
n. Worked on applications like MS office 2007, 2010, 2013.
o. Worked on software application packaging to ensure deployment is on target.
Data and information management
a. Installation of servers.
b. Installing software packages on Linux.
c. Managing user accounts and groups on Solaris / Linux and NT /2000 Server's.
d. Installing Microsoft System Centre Configuration Manager on Server 2008 R2 and 2012 R2.
e. Configured Failover for Linux Servers.
f. Installation of database applications like Oracle, SQL.
Networking
a. I am trained on CCNA, RHCE 5.0, AVAYA and CISCO systems and routers during my work
experience in TCS and in-house technical training on Data and Voice.
b. I have hands-on experience working on Cisco layer 2 and layer 3 switches like 2950,
2960,3550,3560,3750.
c. I have intensive work experience as Tier 2 Engineer for TCS where monitoring, upgrading

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Server, Media-Gateway, router and switches , Circuit pack and media-modules with latest
service pack, Firmware and patches of VOIP telephony devices, Network devices are involved.
d. Trained to understand Cisco Core switches like 4500 x series, 6500 during Datacentre setup.
e. I have hands-on experience in creating VLANS, MAC port security, LAN port patching.
SERVICES MANAGEMENT (SM)
Service management
a. I was appointed as incident manager for this project scenario. This role uses consulting and
technical skills, business knowledge.
b. I was responsible for gaining detailed understanding of operations/ business challenges and to
translate them into solutions.
c. I was responsible to provide end to end solution of the process involving multiple modules for
the line of business (Track)
d. I was single point in contact for all process related issues within my track.
e. I have organized meetings by coordinating with various modules leads for completing the end
to end solution and ensuring no process gaps exist within business scenario.
f. I had developed testing plan and coordinate with module lead to get the required inputs to
complete the documentation of all the process steps relevant to the business scenarios.
g. I was responsible for segregating the responsibility of modules, hold weekly meeting to resolve
integration issues.
h. I have conduct workshop and facilitate overview of the value scenarios to all the stakeholders.
Security management
a. Responsible to lead or commissioning the preparation and authorizes the implementation of
necessary information security policies, standards, procedures and guidelines, in conjunction
with the Security Committee
b. Involved to lead the design and operation of related compliance monitoring and improvement
activities to ensure compliance both with internal security policies etc. and applicable laws and
regulations.
c. Responsible to protect computer assets by developing security strategies; directing system
control development and access management, monitoring, control, and evaluation.
d. Responsible to establish system safeguards by directing disaster preparedness development;
conducting preparedness tests.
e. Provides advises senior management by identifying critical security issues; recommending riskreduction solutions.
OUTCOMES MANAGEMENT (OM)
Change management
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)

I was responsible to ensure changes raised are meeting the required standards as per Company
Guidelines
I was responsible to ensure the changes are not breaking the lead times
I was responsible to ensure the changes are verified before authorizing changes for
implementation
Involved to maintain the list of changes being implemented and publish to the Client with the
statusof the change.
Responsible to ensure the changes are marked with the proper responses post change
implementation.
Involved in providing quality support in a heterogeneous environment.
Responsible to handle customers issues and providing quick resolutions within SLAs.
Responsible to document root causes, troubleshooting steps and next Plan of Action.
I was responsible for Customer handling skills in critical situations.
Involved in the planning how to make an effective Disaster Recovery plans for future incident

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k)
l)

prevention.
Involved in maintaining consistency of crucial business data.
Responsible for effective & efficient utilization of existing resources.

IT project management

a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)

I was responsible for developing project plans, goals, and budgets; identifying resources
needed
Involved in developing schedules and methods for measuring results
I was responsible for guiding and performing strategic analysis for the project
Involved in organising and managing all phases of the project to ensure on-time completion
Assembling and coordinating project team members; assigning individual responsibilities
Preparing requests for proposals and conducting all necessary meetings to facilitate selection of
project services and products
Responsible in planning and overseeing the preparation and dissemination of project
communications.
I was help responsible to ensure project objectives are met.
Involved in providing advice on the management of projects
Responsible for organising the various professional people working on a project
I was carrying out risk assessment for Network and windows team.
Responsible for making sure that all the aims of the project are met.
Responsible to have the quality standards are met in all IT deliveries.
Involved in using IT systems to keep track of people and progress.

RPL PROJECT REPORTS

A project report is a coherent written description of a project or engagement that provides you with the
opportunity to show how you perform as an IT (Computing) Professional, and enables assessors to
understand and question your thought processes and decisions. Each report is to relate to a significant
project or work episode undertaken by the applicant during his or her professional career.
The purpose of these reports is to enable applicants to demonstrate their command and
implementation of the Areas of Knowledge claimed in your application.
Please note:Applicants are required to provide two project reports.
Of the two reports, one must pertain to project undertaken within the last three years, and the other for
project within the last five years. Projects over two years long may be used for both reports under either
of the following conditions:

The project has clearly-defined work efforts which took place in parallel, each with their own
solution development and design activities and their own deliverables.

The project had clearly-defined phases that were executed in succession, each with its own
solution development and design activities and deliverables. Note that a second project phase
that constructs and implements the solution developed by the first phase does not meet this
requirement.

Depending on the nature of the applicants role in the project, this would be expected to cover a
selection of such factors as:

System analysis and design and software engineering methodologies used;

Contribution to the processes involved in the design and implementation of enterprise-wide
computer systems;
Programming languages, design paradigms and implementation procedures adopted;

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Database and/or file design and management techniques employed;

Network topologies, including size, distribution and security facilities installed;
Project management and quality assurance techniques followed;
Internet application design, including database interactivity and security measures
implemented;
ICT managerial activities, demonstrating the nature and extent of responsibilities

The following pages provide a template for your reports.

When writing your reports please provide your own thoughts do not just copy project documentation.
Diagrams from the project documentation may be helpful, but the text should be in your own words.
Please use the first person in your discussion, so it is clear to the assessors what you did versus what
others did say I did X rather than X was done.
Diagrams may be helpful, but please ensure that they are relevant, readable, and help the assessors to
understand what you did on the project.
Focus on quality rather than quantity.

Project Summary:
Project 1
Project 2

Project Name
GPO Lead Windows Client Lead
IS Integrator and System administrator

Start Date
06/2014
05/2013

End Date
01/2015
06/2014

Project 1: <project name>

i. Project Summary
1. Identification
Clients Company
Name
Trading Name/s
Company Size
Business Address

Cognizant Technology Solutions (CTS)

ITIS
150,000+
F3,Manyata Embassy Business Park
Outer Ring Road
Rachenahalli,Bangalore 560045 ,Karnataka INDIA

Contact Numbers

Tel: +91 80 66808000

Web Address

http://www.cognizant.com

Email Address

inquiry@cognizant.com

Nature of project
Location of project
Name of your
employer
2.

GPO Lead _ EUC Imaging Lead

Bangalore
Cognizant Technology Solutions

Duration

Total project duration

Your involvement
3.

Fax: +91 80 66808010

From
06/14
06/14

To
01/15
01/15

Resources

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Project team size

Your Team
16

Client
6

Size of team led by you

16

4.

Personal Involvement
Please list the phases of the project in which you were personally involved
Start
Completion Phase Description
06/14
07/14
09/14
12/14

07/14
08/14
11/14
01/15

Phase 1 Project Preparation Phase

Phase 2 Business Blueprint Phase
Phase 3 Realisation Phase
Phase 4 Final Preparation Phase

5. Describe your role(s) and responsibilities, including the leadership aspects.

Roles and Responsibilities

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In project preparation and business blueprint phase I was responsible for understanding and analyse clients
CTS- CSMBakeries business process, identifying and evaluating inefficiencies and recommending optimal
business practices using network and voice best practices and industry knowledge. Proficient in defining
scope of work SOW document, perform study, GAP analysis, TO-BE process, Flow Diagrams, Functional
specifications, handling performance tuning & Production system Support.
During various phases of the project, I was responsible to add value to the project by bringing know-how
about the Voice VLAN, domain controller functionality, practical knowledge derived from expertise &
identify and manage solution risk.
Involved in planning, developing, testing and optimizing network and system services. Taking care of
configuration management and overall operational readiness of network systems in multiple operating
systems and configurations.
I was responsible for providing troubleshooting and fault finding services for network problems
I was responsible for researching, evaluating and monitoring network infrastructure to ensure networks are
configured to operate at optimal performance.
As lead I was responsible for ensuring integrity of system solution by adhering to quality process of
documenting & conducting system testing (Unit, integration, User acceptance & regression testing) thus
seek acceptance of configured Prototype.
I was responsible for documentation of functional specifications detailing the functional requirement and
configuration logic thus ensuring technical consultant stay aligned with the exact business requirement.
I was responsible for defining and provide guidance in testing of system roles & authorization for performing
business transactions in the server which is related to the delivery.
I have helped client team to derive value from new configuration and changes adopted by the customer.
Realization phase I was responsible for coordination with Change Management Team for organizing process
and communication workshops at locations to ensure successful Voice VLAN ,Server buildsand
implementation.
I was responsible to provide specialist skills in supporting and troubleshooting complex network problems.
I was Involved in preparing and maintain procedures and documentation relating to network inventory.
I was responsible for production stabilization process during Post go-live phase; handling of support ticket
for the issues while executing business transactions in system.
I have installed, configured Cisco layer 2 and layer 3 switches like 2950, 2960 and 3750.
I have configured by using the commands like interface, no shutdown, switchport mode access, switchport
access vlan, vlan, name, show vlan and configure terminal.
I was responsible for conducting end user training program and preparation of User manuals during final
preparation phase.
I was appointed as incident manager for this project scenario. This role uses consulting and technical skills,
business knowledge.
Involved in monitoring network traffic, capacity and usage to ensure optimal network performance.
Involved to Improve Network Service Delivery SLA, Client Satisfaction, Network reliability and performance.
I was responsible for gaining detailed understanding of operations/ business challenges and to translate
them into solutions.
Preparing Process Docs for Network design & implementation.
Performing Network Audit of network elements.
I was responsible to provide end to end solution of the process involving multiple modules for the line of
business (Track).
Responsible for monitoring network traffic and activity, capacity and usage to ensure continued integrity
and optimal network performance
Working on IP networking technologies and routing protocols, including static routing, dynamic routing
protocols like MPLS, IP Sec.
I was single point in contact for all process related issues within my track.
I have organized meetings by coordinating with various modules leads for completing the end to end
solution and ensuring no process gaps exist within business scenario.
I had developed testing plan and coordinate with module lead to get the required inputs to complete the
documentation of all the process steps relevant to the business scenarios.
I was responsible for segregating the responsibility of modules, hold weekly meeting to resolveintegration
issues.
I have conducted workshop and facilitate overview of the value scenarios to all the stakeholders.

[EXPANDABLE TYPING AREA]

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ii. Business Opportunity or Problem

1.

Describe the business opportunity or problem(s) this project addressed and how it related to the
(internal or external) clients needs.

Challenge was to:

a.
b.

c.

Configure new VLAN which will be applicable for the POC project.
Implement the configuration change on Product Support industry, where main source of revenue
are calls, product support and application support. Any outage major outage will lead to a big
revenue loss to the industry and SLAs would be at stake. As the calls are getting disconnected
frequently, directly impacting the quality of service which company was providing to the customer
and was impacting the business.
New windows 8.1 image for the various hardware where the drivers had an issue and project was
on hold. Fixed the issue by placing appropriate drivers.

[EXPANDABLE TYPING AREA]

2.

Describe the scope and complexity of the problem.

Following complexity were involved in the project:

a.

b.

c.

As voice issues were coming on the calls, where end users and agents were hearing choppy sound on the
calls, the business was getting impacted which directly relates to cost to the company. When this was brought
into notice of Voice-Network Engineering Team we started investigating on the issue.
The investigation revealed that the issue could be from the switch end which is passing the voice and data
traffic. The issue could be hardware, software or the existing configurations on the network.Now hardware
and software change or upgrade will add to the cost to the company. The business money inflow was already
impacted with this issue and on top of that if hardware and software change or upgrade has to be done then it
becomes extra cost to the company.
Since the windows OS was not loading none of the hardware able to operate hence the deployment was on
hold for US site. Due to which CTS host some part of revenue.

[EXPANDABLE TYPING AREA]

3.

Describe your relationship and communications with client management / user management /
end users.
a.

b.

c.
d.
e.
f.
g.
h.

I was subject Matter expert for all project management process related requirement. Conducted workshop
with Process Owners (client) to understand end-to-end process, run solution walkthroughs, and seek formal
acceptance on Module level deliverables.
I was responsible to provide the solution and get the formal acceptance by the client on the project
management process mapped to configuration change. Ensure end-to-end process coverage with digital
chain & integration with other module.
I had planned task for resources (client), report project progress at PMO level.
I was responsible for preparation of MOM, Status report and weekly Management reports, issue tracking
register, risk register.
I was responsible to propose service transformation which saves cost to the company also to the customer.
I was responsible to propose CSI themes in order to reduce the hour of work to save dollar cost to the
company and to the customer.
I was a single point of contact for windows desktop and network team with the customer to get the new
proposal and solution.
I was subject matter expert for end user computing team and group policy team which is responsible for all
deliveries for the customer.

iii. Solution
1.

Discuss your contribution to the solution, project or engagement including the rationale
behind key choices. Please enumerate the alternatives you considered and your reasons for
their rejection.

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My responsibility was to make sure that the voice traffic is getting priority compared to data traffic.
As per my investigation I came up with three key problem areas which could cause the voice issue.
a. Hardware Corruption on the Switch
b. The proper VLAN configuration on the Network for Voice and Data Traffic
c. The QoS (Quality of Service) parameter configured on the Switch and Server Side.
As per my investigation I came up with three key problem areas which could cause the server issue.
a. Optimization of the applications configured on each server.
b. Optimise GPO to reduce the less login time.
c. Keep weekly health checks of the servers and capacity reports validated and worked towards the issue.
After investigating more and concentrating on above three aspects, I was able to eliminate the hardware corruption on
the switch. The reason being that if there would have been a hardware corruption, it will impact both the voice and data
traffic, but as per the client the data was working as designed and there were no issues. Hence the only two things
which need to be worked on was
a. Voice VLAN
b.
QoS

2.

Enumerate and describe the key decisions you made, and the reasons for making them as you
did.

After checking the configuration on Switch and Server, I found 2 parameters which were not configured as per the
normal recommendations.
a. The configuration on the network switch shows that we dont have VLAN configured as Voice VLAN, although
we have given VLAN name as voice but we didnt make that VLAN as voice VLAN. As the VLAN was not
defined in the switch and hence the voice traffic was not being prioritized compared to data traffic. The Voice
Traffic has to be prioritized at any cost as this is the most essential part for the telephonic conversation.
b. I need to add a Network Region to add the QoS parameters on the Avaya Communication Manger. The
reason being, the Phones have to be mapped in a specific network region so that the phones can use the
local IP resources rather than getting the IP resources from remote location. In that Network Region we will
set the 802.1P/Q Parameters for call control, Audio as 6 and Video as 5.This will also prioritize the traffic.
c. After having the valid scripts I was able to perform and diagnose the health checks of the required servers
and network devices to ensure delivery is not being impacted.

3.

Describe the design method you used on this project and the rationale for its selection.

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Technical design method and to meet the Gaps

These are the steps I took to configure a port to carry voice traffic in 802.1Q and frames for a specific VLAN and instruct
the IP phone to give voice traffic a higher priority and to forward all traffic through the native VLAN
a.
b.
c.

I entered into global configuration mode. (configure terminal)

I enabled QoS for the entire switch. (mlsqos)
I specified the interface connected to the IP phone, and entered into interface configuration mode( interface

interface-id)
d.
e.

I classified ingress traffic packets with packet CoS values. For untagged packets, it will use the port default
CoS value. (mlsqos trust cos)
I Instructed the IP Phone to forward all voice traffic through the specified VLAN. (switchport voice

vlan vlan-id)
f.
g.

I verified the voice VLAN entries and QoS. (show running-config interface interface-id )
I saved the entries in the configuration file.( copy running-configstartup-config)

a.
b.
c.

I entered into global configuration mode. (configure terminal)

I enabled QoS for the entire switch.
I specified the interface connected to the IP phone, and entered into interface configuration mode (interface

interface-id)
d.
e.
f.
g.

I classified ingress traffic packets with packet CoS values. For untagged packets, it will use the port default
CoS value.
I Instructed the switch port to use 802.1P priority tagging for voice traffic and to use the default native VLAN
(VLAN 0) to carry all traffic. (switchport voice vlan dot1p)
I verified the voice VLAN entries and QoS. (show running-config interface interface-id )
I saved the entries in the configuration file. ( copy running-configstartup-config)

These are the following steps performed to ensure reliable policies are pushed to the windows client machines.
a. Installed and configured updated GPMC in the primary domain controller.
b. Configured and optimised each group policy.
c. Configured replication time to 60 minutes and same has been monitored.
d. Used the tools like GPInventory to check the results.
e. Created OU in active directory and linked the necessary group policies to the respective OU.
f.
Created different sites in the AD according to customer requirement and linked the policies as requested.
These are the steps were performed to provide golden windows client OS image to the customer.
a. Gathered the requirement from the customer.
b. Installed the tools like MDT 2012, 2013 Windows server ,2008 R2, 2012 R2 and ADK 8.1.
c. Imported the source bare metal OS from the customer into to MDT deployment workbench.
d. Created an image according to requirement.
e. Tested newly created image in the hardware as a part of POC.
f.
After the testing, got the sign off from the customer.

[EXPANDABLE TYPING AREA]

4.

List the design tools you selected for use on this project and discuss the rationale for their
selection.
a.
b.
c.
d.
e.
f.
g.
h.
i.

5.

I had process repository and central repository for all project deliverables.
I have used engineers from problem management and configuration management for the post go-live
system support to raise and tracking the issues.
I have used Microsoft project for preparation of Project Plan at module/track level for tracking and
monitoring implementation activities.
I have used MS Visio and MS word to document process and process flow.
Catalyst 3550 and 3560switch
Windows 2008R2, Windows 2012 R2, MDT 2012, 2013. Power shell 3.0, SCCM 2007, 2012.
Used tool called putty to login to the switch and perform the above mentioned configuration.
To configure VLANS to create projects I have used Cisco L2 and L3 switches like 2950, 2960 and 3750.
I have configured VLAN trunk ports to ensure routing is in place.

List the major deliverables of the project that you were responsible for or contributed to, and
summarize the reason for their inclusion.

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1.

2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.

Business Blueprint detailing I was responsible for the following deliverables for Business blueprint
phase.
a. Configuration and Process steps with solution.
b. Configuration and Call flow diagram.
c. List of Functional deficits (Gaps) in standard network configuration with workaround to meet
the Gap.
d. Central Integration register - Document Integration touch points other module to complete endend process chain.
e. Authorization matrix document - Gather authorization requirement.
f.
Development List - Gap list with development object identified.
g. Business Blueprint presentation For overall solution walkthrough and seek approval of
process owner.
I responsible for preparation of Configuration document detailing the configured objects
I was responsible for delivering network configuration strategy and Plan.
I have prepared Testing Plan and ensured test case documentation with results recorded.
I was responsible to track the changes and maintain the versioning of document as applicable.
I was responsible for preparation of Project Level Plan with resource assignment at task level.
I was responsible for Weekly Project level status report, quantify of module level progress for week,
issues or risk, and next weeks plan.
I was responsible for preparation and submission of report to PMO on resource plan depicting leaves
and availability of the resources.
I was responsible for delivering Minutes of meeting documents for meeting conducted during project.
I was responsible for preparation and seek acceptance for Knowledge Transfer document listing the
deliverables handover to the client support team.
I was responsible for maintaining change management log at module level to record and seek approval
of the changes made to the scope of module.
I was responsible for maintaining central repository of the processes and associated deliverables in
InSite manager tool.
I was responsible to handle windows XP to Windows 7 migration project from the scratch.

iv. Results
1.

Was your solution implemented? If so, describe the role, if any, you had in the implementation.
If not explain why not.
1.

2.

3.
4.

2.

Yes my solutions were successfully implemented. I have implemented the solution as described above. I
was given team of 2 Problem Management and 1 Configuration Management functional consultant and I
was responsible for meeting the requirement.
I was responsible for prioritizing the Voice Traffic to Data traffic in the Catalyst Switch and Linux Server ACM. As this will improve the sound quality on the IP phone as the voice and data will be sent evenly to
the destination.
I was responsible to handle windows client OS deployment globally including the team of 2 SME and one
process engineer.
I was responsible to handle group policy globally alone.

Assess the overall success or failure of the project. Comment on client satisfaction, attainment
of objectives, and ultimate versus proposed cost and schedule.
a.
b.

c.
d.

The project was overall successful with client adapting to the new system and realize the benefits derived
from configuration changes
The customer leadership team were satisfied with the approach and overall success of solution
implementation and therefore agreed to increase scope by adding rollout of the solution to their business
locations if required.
The implementation was done with competitive timelines of 1 months
Group policy and windows client OS deployment was completed in 2 months but in the remote sites the
project took 4 months in total.

v. Lessons Learned

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In retrospect, what you might have done differently on this project and what lessons did you learn?
1.

2.
3.

Implementation of the solution and its complexity could have been more accurately estimated when on
boarding the customer was done in initial phase. This would have avoided the configuration issues on
network.
I understood the importance of the prioritizing the voice traffic over data traffic and the problem it can
cause to end user and the business if the proper Voice VLAN and QoS is not being set in the network.
I understood the resource challenge in the other region against the delivery date and time.

Project 2: <project name>

i. Project Summary
1. Identification
Clients Company
Name
Trading Name/s
Company Size
Business Address

Tata Consultancy Services Ltd

ITIS
200,000 +
Global Tech Park, Electronic city phase 2
Bangalore 560100, Karnataka , INDIA

Contact Numbers

Tel: +91 80 6724 2000

Web Address

http://www.tcs.com/

Email Address

General email address

Nature of project
Location of project
Name of your
employer
2.

IT Services
Bangalore,Karnataka, INDIA
Tata Consultancy Services Ltd

Duration

Total project duration

Your involvement
3.

To
06/14
06/14

Your Team
8
8

Client
6
2

Personal Involvement
Please list the phases of the project in which you were personally involved

Start

Completion

06/13
08/13
11/13
02/14

07/13
10/13
01/14
06/14

5.

From
06/13
06/13

Resources

Project team size

Size of team led by you
4.

Fax: +91 80 2852 1910

Phase Description
Phase 1 Project Preparation Phase
Phase 2 Business Bluprint Phase
Phase 3 Realisation Phase
Phase 4 Final Preparaiton Phase

Describe your role(s) and responsibilities, including the leadership aspects.

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Roles and Responsibilities

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In project preparation and business blueprint phase I was responsible for understanding and analyse
clients CTS- CSMBakeries business process, identifying and evaluating inefficiencies and
recommending optimal business practices using network and voice best practices and industry
knowledge. Proficient in defining scope of work SOW document, perform study, GAP analysis, TO-BE
process, Flow Diagrams, Functional specifications, handling performance tuning & Production system
Support.
During various phases of the project, I was responsible to add value to the project by bringing knowhow about the Voice VLAN, domain controller functionality, practical knowledge derived from
expertise & identify and manage solution risk.
I was responsible to configure and troubleshoot all queries relevant to routing and switching within
the given SLA time frames on Data center environment
As lead I was responsible for ensuring integrity of system solution by adhering to quality process of
documenting & conducting system testing (Unit, integration, User acceptance & regression testing)
thus seek acceptance of configured Prototype.
I was responsible for documentation of functional specifications detailing the functional requirement
and configuration logic thus ensuring technical consultant stay aligned with the exact business
requirement.
I was involved in Planning, developing, deploying, testing and optimizing test servers and system
services, taking responsibility for configuration management and overall operational readiness of
their datacenters.

Troubleshoot and resolve network devices and server issues and monitor to ensure they are running
at expected levels of functionality.
I was responsible for providing troubleshooting and fault finding services for network problems
I was responsible for defining and provide guidance in testing of system roles & authorization for
performing business transactions in the server which is related to the delivery.
I have helped client team to derive value from new configuration and changes adopted by the
customer. Realization phase I was responsible for coordination with Change Management Team for
organizing process and communication workshops at locations to ensure successful Voice
VLAN ,Server builds and implementation.
Involved in managing the network devices and their availability as well as compliance to network
security standards.
I was responsible for production stabilization process during Post go-live phase; handling of support
ticket for the issues while executing business transactions in system.
I was responsible for conducting end user training program and preparation of User manuals during
final preparation phase.
I was appointed as incident manager for this project scenario. This role uses consulting and technical
skills, business knowledge.
I was responsible for gaining detailed understanding of operations/ business challenges and to
translate them into solutions.
I was responsible to provide end to end solution of the process involving multiple modules for the
line of business (Track)
I was single point in contact for all process related issues within my track.
I have organized meetings by coordinating with various modules leads for completing the end to end
solution and ensuring no process gaps exist within business scenario.
I had developed testing plan and coordinate with module lead to get the required inputs to
complete the documentation of all the process steps relevant to the business scenarios.
I was responsible for segregating the responsibility of modules, hold weekly meeting to
resolveintegration issues.
I have conducted workshop and facilitate overview of the value scenarios to all the stakeholders.
Furnish degree 2/3 back up for large & critical customers' hosting infrastructure solutions and end to
end network solutions as per the customer defined SLA.
Working on Remedy Trouble Ticket System, Cisco ANA & Fault monitoring Tools.
Responsible to create,install, configure small branch servers, network TEAMING, VLAN.
Responsible for providing troubleshooting and fault finding services for network problems
Responsible to install, configure Cisco layer 2 and layer 3 switches like 2950, 2960,3550,3560,3750.
Trained to understand Cisco Core switches like 4500 x series, 6500 during datacentre setup.
Involved in managing the network devices and their availability as well as compliance to network
security standards.
Responsible to analyse, troubleshoot and report on network performance problems.
Involved in preparing RCA (Root Cause Analysis) Reports network isolations
Responsible to monitor network traffic monitoring and raising cases with ISPs like Reliance, Bharti
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Society
| ACS
Project
Report
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Airtel and
MTNL
if any
fibre
cut.Form | 2014

ii. Business Opportunity or Problem

1.

Describe the business opportunity or problem(s) this project addressed and how it related to the
(internal or external) clients needs.

Following is a list of some key optimization and problem areas which have been identified:
a.
b.
c.

Network Regions: the current network region design does not reflect the underlying LAN/WAN topology,
which is mandatory for implementation of features like CAC-BW, IGAR or DPT in future.
Failover: The NR are not configured to allow phones to register to the respective LSPs in case of WAN failure.
Media-Gateway Network Redundancy: There is no redundancy in case one of the Ethernet ports of the G450
fails

[EXPANDABLE TYPING AREA]

2.

Describe the scope and complexity of the problem.

Based on the audit findings, the following is the list of the key recommended changes for the WNS system:
a. New network region design that reflects the data network topology, and the related alignment for IP end
point registrations
b. H248 MG fixes.
c. Consistent recovery timers for LSP, H248 media gateway, and IP phones.
d. Recommended to go for a CMS HA/Survivable option to allow for reporting solution.
e. Configure the backup server (LSP) on Page-3 of the respective for allowing phones to register to LSP on
failover."

[EXPANDABLE TYPING AREA]

3.

Describe your relationship and communications with client management / user management /
end users.
a.

b.

c.
d.

I was Subject Matter expert for all project management process related requirement. Conducted workshop
with Process Owners (client) to understand end-to-end process, run solution walkthroughs, and seek formal
acceptance on Module level deliverables.
I was responsible to provide the solution and get the formal acceptance by the client on the project
management process mapped to configuration change. Ensure end-to-end process coverage with digital
chain & integration with other module.
I had planned task for resources (client), report project progress at PMO level.
I was responsible for preparation of MOM, Status report and weekly Management reports, issue tracking
register, risk register

iii. Solution
1.

Discuss your contribution to the solution, project or engagement including the rationale behind
key choices. Please enumerate the alternatives you considered and your reasons for their
rejection.

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1.

I have recommended setting up PMO for managing System Integration projects. Client has
appreciated the recommendation and changed organization structure to have project management
department.
2. I have recommended project structure to address various project requirements like time planning,
monitoring & controlling. This leads to better project related reporting & analyses
3. I have provided functional and technical logic for the timesheet entry required to be done from
project locations.
4. I have provided functional and technical logic for critical activity advance alerts to concern
departments to facilitate the readiness of the work on the project.
5. I have proposed the network activity list which provides single window view for planning project
resources, timelines & its monitoring. Hence, real time monitoring is now possible of various
aspects of project from central location of the organization. The structure proposed had fulfilled all
project related reporting requirement.
6. Enhanced project planning & scheduling due to availability of various planning & scheduling tools
like Project planning board, CPM, Simulation, etc.
7. I have designed scheduling rules for time planning of project activities. Date planning enables to
derive a schedule for the project. Better execution time monitoring with various scheduling
technique (backward & forward scheduling) and tools like Network diagram, Gantt charts, etc
8. I have provided custom and standard reports through which project deviations can be analysed
based on actual postings and project can be rescheduled for the deviations if required.
9. I have provided mechanism using project notification to effectively track and monitor project critical
issues
10. Transparency & history of all financial and technical transactions throughout project life.
11. Availability of all supporting documents attached to all relevant objects in project.

2.

Enumerate and describe the key decisions you made, and the reasons for making them as you
did.

I decided to make below changes in Network Regions:

a. New intervening region and add connections to NR1&NR 3 and NR1&NR 2 via intervening Region 200 then
we have to just logically map the devices and would not require hardware movement from one location to
another.
I decided to make below changes Media-gateways:
a. Move Media gateways to respective NR
b. Move Media gateways to respective Locations
I decided to make below changes IP-Network-Map:
a. Currently only Voiceportal extensions are being mapped to individual NR using IP Network Map
b. Use IP network Map to map the endpoints to their actual NR.
There are no DSP resources in Mumbai and hence no benefit to have the IP endpoints registered to NR1.

3.

Describe the design method you used on this project and the rationale for its selection.

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Technical design method and to meet the Gaps

Network Regions:
a. I aligned NR administration with LAN/WAN topology.
b. I added NR 200 as an intervening region

Changes to NR 1 (Main Mumbai)

a. I added connection between NR1&3 to go through Intervening region 200
b. I added connection between NR1&2 to go through Intervening region 200

Changes to NR 2 (Gurgaon)
a. I added hostname of GGN LSP as the backup server on Page 3 of NR form
b. I changed connection between NR2&1 to go through Intervening region 200
c. I added connection between NR2&3 to go through Intervening region 200
d. I specified location

Changes to NR 3 (Pune)
a. I added hostname of Pune LSP as the backup server on Page 3 of NR form
b. I changed connection between NR3&1 to go through Intervening region 200
c. I added connection between NR3&2 to go through Intervening region 200
d. I changed UDP Port Max to 65535
e. I Specified location
Following H248 media gateways need to have their Ethernet Port Redundancy setting Enabled:
(1) MG 2 - G450_Pune
(2) MG 1 - WIGDCG450

G450s come with dual NIC for redundancy purpose. The dual NIC can be configured to be connected to the same
Ethernet switch or to different switches for redundancy
a. I configured the Media gateways to respective locations
b. I configured the Media gateway to respective Network Region
c. I disabled the Spanning Tree on both G450 media gateways
I changed the IP Codec Set 1 to use G722 as its better voice clarity compared to G711
I added IP Address subnets to ip-network-map for Pune and Gurgaon agents and QM/WFO to point to respective NR2
and NR3.

4.

List the design tools you selected for use on this project and discuss the rationale for their
selection.
a.
b.
c.
d.
e.
f.
g.

5.

I had process repository and central repository for all project deliverables.
I have used engineers from problem management and configuration management for the post go-live
system support to raise and tracking the issues.
I have used Microsoft project for preparation of Project Plan at module/track level for tracking and
monitoring implementation activities.
I have used MS Visio and MS word to document process and process flow.
Catalyst 3550 and 3560switch
Windows 2008R2, Windows 2012 R2, MDT 2012, 2013. Power shell 3.0, SCCM 2007, 2012.
Used tool called putty to login to the switch and perform the above mentioned configuration.

List the major deliverables of the project that you were responsible for or contributed to, and
summarize the reason for their inclusion.

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1.

2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.

Business Blueprint detailing I was responsible for the following deliverables for Business blueprint
phase.
a. Process steps with solution
b. Process flow diagram.
c. List of Functional deficits (Gaps) in standard CM and H.248 MGs with workaround to meet the
Gap.
d. Central Integration register - Document Integration touch points other module to complete endend process chain.
e. Reporting Requirements Document - Gather reporting requirement and the formats and
provide functional logic to meet the reporting requirement.
f.
Authorization matrix document - Gather authorization requirement.
g. Development List - Gap list with development object identified.
h. Business Blueprint presentation For overall solution walkthrough and seek approval of
process owner.
I was responsible for delivering Media-Gateway, IP End points and Voice Portal migration strategy and
Plan.
I have prepared Functional specification detailing functional logic.
I have prepared Testing Plan and ensured test case documentation with results recorded.
Integration test script listing processes cutting across modules for the solution of end-to-end scenario.
I was responsible to track the changes and maintain the versioning of document as applicable.
I was responsible for defining system roles and authorization matrix with details
I was responsible for preparation of module Level Plan with resource assignment at task level.
I was responsible for Weekly module level status report, quantify of module level progress for week,
issues or risk, and next weeks plan.
I was responsible for preparation and submission of report to PMO on resource plan depicting leaves
and availability of the resources.
I was responsible for delivering Minutes of meeting documents for meeting conducted during project.
I was responsible for preparation and seek acceptance for Knowledge Transfer document listing the
deliverables handover to the client support team.
I was responsible for maintaining change management log at module level to record and seek approval
of the changes made to the scope of module.
I was responsible for maintaining central repository of the processes and associated deliverables in SAP
solution manager tool.
As me being a Tier 3 CM engineer was responsible to make sure that the CM Network Region, Mediagateway and the IP network map is configured as per the Avaya Best Practice Design. I did a failover
testing after the new configuration setup. And the tests were successful.

After the new configuration setup and test results indicates that
a. The DSP resources are being taken from the MG which is locally present
b.
Even during the WAN outage the IP end points will register to local MG and will help to carry
on the business
c. The IP phones has been mapped to the respective NRs, so that they are aware which are the
local resources to each one of them as per their locations and which resources to use from the
system. This is optimizing the best use of resources..
d. If the Main Server is not available due to WAN outage the MG will automatically register to the
Local LSP and no manual intervention is required. The MG will register to its LSP in 3 minutes
once the network is stable.
15. I was responsible to handle change request to manage LAN port security. Following procedures were
adapted during the solution.
a. Logged in to the Cisco L2 switch (3750) using Putty.
b. Executed these commands like,

iv. Results
1.

Was your solution implemented? If so, describe the role, if any, you had in the implementation.
If not explain why not.
1.

2.

Yes my proposed solution was successfully implemented. I have configured the system based on the
requirements and best practice as agreed in Blueprint stage and this will help the business to run with
minimum damage even if there is a major WAN outage.
I had 5 people in my team and had jointly delivered the scope under my supervision.

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2.

Assess the overall success or failure of the project. Comment on client satisfaction, attainment
of objectives, and ultimate versus proposed cost and schedule.
1.

2.
3.

The project was overall success with client adapting to the new system and realize the benefits derived
from process changes made in Communication Manger, Network Region, and IP Network Map in entire
solution environment.
The implementation was completed successful within estimate timelines of 1 month.
Customer was happy as we were able to replicate the WAN outage scenario and customer was able to
still run the business with minimal impact after the new configuration was in place.

v. Lessons Learned
In retrospect, what might you have done differently on this project and what lessons did you learn?
1.

2.

Project scope was initially not clearly defined in terms of number of business units within legal entity, which
had impact in terms of additional work in the mid of project. However, additional requirement have been
analysed and show stopper cases were considered. Key areas could have been upfront identified as while
performing scoping exercise for clients.
I learnt that during failover when there is a wan outage what the best practice we can have to avoid any major
impact to the business. This project helped me to analyse and forecast the outages and what best
precautions we could take.

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