Career Objective:

Aspire to become a good cooperate citizen maintaining professional and organizational ethics while moving up the organization hierarchy by knowledge, dynamism and strategic understanding of the management.

Technical Summary:-

• Avaya S8300, S8500, S87xx, S8800, HP DL360 Servers, Avaya G3r and G3si Systems
• Avaya Automatic Call Distribution ACD
• Avaya Communication Manager 3.x, 5.x releases
• Avaya Aura System Platform, Avaya Aura Communication Manager 6.x release
• Aura Session Manager, Avaya Aura System Manager
• Avaya Aura Presence Services 6.x
• MBT Mid-Size Business Template and other Templates
• AVAYA Call Management System CMS
• Avaya Media Gateway G700/G450/G350/G250, G650
• AVAYA IVR AIR /IP IVRs and Call Detail Recording Software CDR
• Cisco Unified Communication Manager CUCM /Cisco Call Manager/CIPT
• Avaya Analog, Digital, IP End points, IP Agents and IP Soft Phones
• Avaya Aura Communication Manager Messaging CMM
• Avaya Aura Messaging 6.1
• One-X Communicator and One-X Agent and Soft Flare
• Microsoft Office 365

Total Work Experience: 8 Year

Confidential

Business Planning Manager

Project Information Responsibilities:-

• Pre-Sales and Design Validate Designs and work with Avaya Distributors to provide complete solutions for all size of Business, Analysis and Consultative Design for the Customers, Licensing, Technical Sales Consultation
• Implementation Installation, Configuration of Avaya UC, SME, CC and Radvision Video Systems, Project Management, Ownership of end to end Project Delivery, Documentation and Delivering training's to Support teams and Customers
• Managed Services Support on Escalated Cases from Tier-III and Tier-II, SPOC for Top VDI Customers
• Voice Best Practices, Sales Managing the Avaya PRM Partner Portal, New Opportunities, Sales Support Requests, and Key technical Advisor to Sales Team, Creating Quotes, Registering deals and Special Bid Pricing etc.
• Vendor Management Working with Avaya, Distributors and DevConnect Partners, Microsoft, EMC etc.
• Working with CISCO Channel Management, Pre-Sales and Distributor teams for the Authorization, Sales, and Certifications etc.
• Working with Avaya Channel Management team for Business Partner Authorizations Implementations, Maintenance, Service Experts in Enterprise and SME Markets, CSAT and ISAT Surveys etc.
• Working on Microsoft Office 365 Projects Migrations
• Deputation in AVAYA and from Nov 2008 to Jan 2013 AVAYA India Payroll employee

Current Position: - Customer Support Engineer-II Senior Management Associate-15SMA

Role: Technology Manager/Serviceability Manager- Avaya Aura CM 6.2 Release, System Platform

Roles and Responsibilities:

• Ensure New Products meet GSD Serviceability requirements.
• Act as a Technical SME especially for serviceability and assist BB as needed for Beta customers. If needed, we may have to arrange to attend Beta calls.
• Ensure GSD is ready to support new products at product launch.
• Installation of System Platform 6.x, Avaya Aura CM 6.x templates and Utility Services
• Upgrade and Migrations from the previous releases 5.x/6.0.1 to Avaya Aura Core 6.2.
• Added responsibilities are hiring engineers for different organizations across Avaya India.
• Installation and Configuration of Avaya Aura Session Manager, System Manager, System Platform and Communication Manager 6.0.1 /6.2 Releases on HP DL360 G7 Servers.
• Backup and Patching on Avaya Aura Core UC products like System Platform, MBT, CM, Utility Services etc.
• Upgrading and Installation of Avaya Media Gateway's like G700/G450/G350 and P330 Stack Processor, Avaya Media Modules, Circuit Packs etc.
• Working on the Avaya Mentor Project Creating Technical Video's on Avaya UC products and publishing them on the YouTube Public and Online Mentor.
• Increase Efficiency Productivity within GSD.
• Improved cross functional and cross organizational relationships.
• Improve communication on new product, skill requirements and trainings.
• Product quality and servicing issues Identified and escalated as required.
• Document Reviews SRAD, Installation and Troubleshooting etc. .
• Managing tools enhancements to accommodate product release.
• Lab Budget planning for upcoming fiscal year - works to identify equipment support locations validates budget.
• Identify potential serviceability gaps gaps from previous release, standard Services gaps for new project and/or gaps identified by Services teams, plus BRD's and Internal Standards CEC's . Effort will include requesting and collecting input from stakeholders BB, ADE, CPE, APS etc. .
• Delivered multiple trainings product training, Knowledge transfer on Avaya Aura CM 6.0.1/6.2 and Utility Services across the different line of business.
• Knowledge Management an author of more than 200 KM Articles and Services Support Plan contributions.

Role: Converged Backbone Engineer

Roles and Responsibilities:

Customer issue resolution on Avaya converged products like S8800/S87XX/S8500/S8300 and G700/G350/G650/G450 media gateways and Call Mgmt. System. Customer issue resolution involves post sales implementation and post production support.

• Managing Global Customers for Changes and additions in existing setup.
• Configuration, Troubleshooting and Upgradation of AVAYA switches such as S87XX, S85XX, S8400, S83XX, S8800 and necessary components remotely.
• Installation of Media Gateways like G450, G350, G350 and G700.
• Backup up of Communication Manager and Media Gateways etc.
• Patch/Service Packs installation in Communication Manager and other Products.
• Configuration, Troubleshooting and Upgradation of Media gateways G700, G450, G350 etc.
• Troubleshooting ACD, Call Centre and Integrations.
• Installation, Configuration and Upgrade of AVAYA Communication Manager version 3.x, 4.x and 5.x, 6.x.
• Configuration, Troubleshooting of AVAYA Aura Utility Services, System Platform etc.

Role: Business Planning Manager

Roles and Responsibilities:

Worked as a Team Lead and project coordinator Problem management project for one year and then have been moved to Technical Readiness Serviceability team as a BPM. In Problem management and TRS our objective is to resolve the underlying root cause of incidents and consequently prevent them from recurring. We are trying to identify the root cause of past incidents and presents proposals for improvement:

• Responsible for the overall project management including preparing project charter, coordinating between teams, work with stakeholders, Document project progress, managing project assistants in their day to day work, perform risk analysis, perform gap analysis and stakeholder engagement
• Proactively identifies trends and potential problem sources. Assists in tracking proactive issues using the PTA Product Trend Analysis and CTA Customer Trend Analysis tool.
• Receive/ initiate projects which can reduce TTR, Case Count, Labor hours and/or improve customer experience with the product/ process
• Identifies trends and records problems by analyzing incident details on the basis of their priority and then Develops recommendations for problem resolution.
• Provides management information and uses it proactively to prevent the occurrence of incidents and problems in both production and development environments.
• Escalates the analysis and resolution of cross-functional problems to Unit and AVAYA levels.
• Minimize the adverse impact of unavoidable incidents and Diagnosing the root cause of incidents.
• Report Creation/Distribution/ Resolution Coordination.
• Utilizes Excel as the primary tool used for reporting. Utilizes Excel to generate reports in tabular form, perform calculations, and generate charts/graphs.
• Demonstrated ability to coordinate, evaluate, and manage resources for timely and successful project completion.
• Creation of the Knowledge Management KM articles.
• Worked on Avaya Online Mentoring project where I am uploading the Avaya technical documents to WiKi pages By using the WiKi scripting .
• Worked on the Avaya Safeport Projects where I worked with the GSS lab ordering team on closing out projects on a timely manner to avoid carry over for FY11. I was managing this whole key project along with one more team member from US.

Position: - Sr. Engineer Voice-Support

• Worked on AVAYA and NORTEL products.
• Administration and Maintenance of AVAYA S8710/S8720 Media server, S8500 G650 gateways.
• Administration and monitoring of Nortel IVR MPS-1000 using PeriPhonics Tool.
• Inventory management for all Voice related equipments.
• Doing necessary cabling and termination work.
• Changes in Vectors VDN according to call center requirement Call Routing .
• Maintenance of all the Voice equipments ensuring Voice availability to Users.
• Basic Administration and monitoring of IVRs AVAYA IR .
• Day to day support for IVR application and Oracle DB support for North regions.
• Administration of CMS system Report generation, Backup etc.
• Configuration, Testing and Monitoring, of E1/T1 Links.
• Addition/deletion of phones/extensions/Agents IDs Auth Codes.
• Customization/programming of phones/extensions to call center agents.
• Basic administration of RAP Server and Nortel Passport.
• Basic administration maintenance of Nice Logger.
• Creation of Trunk groups, Coverage paths, Hunt Groups, VDNs.
• Checking the daily alarms and errors of AVAYA communication server, troubleshooting the alarms and errors according to process.
• Management Monitoring of various splits and analyzing the usage.
• Co-ordination with AVAYA, Servion, Airtel for all voice related issues.
• Configuration of a large number of AVAYA IP Phones.
• Taking the daily Reports of Call data on large scale.
• Using Oracle C.R.M. tool to solve the database issues of North circle.
• Configuration of Avaya Call Center features
• Configuration and troubleshooting of CLANs, Medpro's, and VAL Boards etc.

Position:- FMS Engineer-Voice

Roles and Responsibilities:-

• Maintain and manage the AVAYA voice infrastructure.
• Performing according to Departmental Control Functional Checklist DCFC provided by company for daily Voice operations.
• Maintaining Troubleshooting of Avaya S8500 EPABX Switch.
• Installation of Analog Digital phones through EPABX, and more than 300 direct lines.
• Creating Agent login IDs, Stations, auth codes etc
• Administration and monitoring of Call Billing System CDR of Telesoft.
• Maintaining and Configuring and Monitoring the E1 links.
• Configuration DS1/CLAN/Medpro and other Cards.

Position: - Network Engineer Trainee

Responsibilities:-

• Maintaining Troubleshooting of AVAYA G3r EPABX Switch.
• Installation of Analog Digital phones through EPABX, and more than 200 direct lines providing all kind of features and Traffic analysis through EPABX.
• Administration and Report generation from Call Data Recording C.D.R. .
• Maintaining and Configuring and Monitoring the E1 links.
• Basic administration of CMS system Report generation, Backup etc.

Professional Qualification:

• Passed Ten plus Two Xii from P.S.E.B from Govt. Ranbir College, Sangrur Punjab with 60.00 marks in June 2000.
• Passed Metric X from P.S.E.B from Prem Sabha National High school, Sangrur Punjab with 72.8 marks in June 1998.

Software Ability Tools:

• 'C' Language.
• MS-Office Working Knowledge of Windows 2000, XP.
• Maestro and Siebel Ticketing Tools
• Product Trend Analysis tool PTA and Business Objects tool

Training/Development Programmes attended and delivered:

• Delivered multiple KT's/trainings on Avaya Aura CM 6.0, 6.2 release and Utility Services 6.0, 6.2 releases to different line of business like GPS, APS, AOS, CASE and SD etc.
• Avaya Aura Communication Manager 6.0 AVAYA India Pvt. Ltd., Hyderabad
• Boot Camp-I 5 Days at AVAYA India Pvt. Ltd., Hyderabad
• Boot Camp-II 10 Days at AVAYA India Pvt. Ltd., Hyderabad
• Linux Logs training 5 Days at AVAYA India Pvt. Ltd., Hyderabad
• SIP Level-1/Session Manager training 5 Days at Avaya India Pvt. Ltd, Hyderabad
• IP Soft-clients training IP Soft-phone, IP Soft-console, One-X Communicator and Agents, AVAYA IP Agents
• ITILV3 Foundation certification training 2 Days from QLogy Mgmt. Services Ltd., Pune
• Completed CCVP Cisco Certified Voice Professional Certification training approx 4 months from NETWORLDZ, Hyderabad

Reorganization and Awards:

• Nominated as FAST TRACK CHAMP of team.
• Highest contribution in Avaya Knowledge Management Articles 200 among all regions APAC, EMEA, NAR and CALA and 100 KM award winner.
• Splendid contribution Trend analysis and you have gone above and beyond your normal work responsibility and helped the team in various time critical activities.
• Contribution towards the team was significant in the areas of technical skills contribution towards KM articles.
• Two Circle of Excellence You Made a Difference awards for:
• Selected by Cisco Systems Inc., USA for their CISCO Learning Network CoLaboratory Program . The Cisco Exam CoLaboratory project is a program through which you can earn a time extension on your Cisco certification in exchange for your help authoring and reviewing Cisco exam items. Authored 40 items and received a one year extension on the CCVP certification from Cisco Systems Inc.
• Winner of AGS Circle of Excellence Q2 2011 Best Performance in a Supporting role award.
• Employee of the Year 2013 award of the company award to achieve Partner in Customer Excellence designation from Avaya and Implementation Authorization Only Unified Communications from Avaya Inc.