OBJECTIVE:

To pursue a challenging career that ensures organizational and personal growth in Telecom and Call center related area.

SUMMARY:

14+ years of experience in AVAYA based enterprise communication and Call center Solutions.

TECHNICAL SKILLS:

Tools: Avaya IMS, WireShark, Avaya ASA, Avaya CMS administration and troubleshooting, Avaya CMS supervisor, Smartpoint Monitoring, Prognosis, Avaya IQ reports, HP Open view, Cisco Works, Vital QIP Management Software, HP ITSM

Operating System: Windows 2007 Server, Red hat Linux 6 and Sun Solaris.

PROFESSIONAL EXPERIENCE:

Confidential, Providence, RI

Senior Avaya Engineer

Responsibilities:

• Administration and maintenance of Avaya CM 6.x, Avaya MM 5.2x, System Platform 6.x,System
• Manager 6.x, Session Manager 6.x, AES 5.2 and CMS 16.x and also worked in Avaya IQ reports which is a part of CMS.
• Administration, maintenance support of Verint call recording application version 7.x and 10.4
• Administration, maintenance support of Avaya CMS, AES applications.
• Working knowledge of Microsoft UM and Integration with Avaya Switches
• VDN and Vector programming to support ACD functionality.
• Worked in Avaya Aura Modular messaging 5.x
• Avaya MM 5.2x
• Strong experience in Avaya Aura Communication Manager, S88xx server, S87xx server and G650 Gateway
• Capacity planning for upper management reviews of the system's overall performance/health.
• Avaya Communications Manager systems management ESS/LSP, and troubleshooting of Avaya media Servers, media gateways (G350, G450, G650), and IP phones.
• Loading appropriate patches & hot fixes for all of above servers and applications.
• Toll free management using Business direct. Having extensive experience using the application to create cases with Confidential, make routing plan changes to route toll free calls to an alternate locations depending on business requirements.
• Designing of CMS reports using Avaya CMS report designer.
• SIP phone configuration and support and migration.
• Integration support for CTI applications.
• Worked on CISCO platforms along with CISCO solutions.
• Provide the support framework for others within the network and telephony internal teams and will provide the primary, in - depth technical knowledge of the Avaya implementation within the Company.
• SIP phone configuration and support and migration.
• Strong knowledge of Avaya and CISCO VoIP architectures and implementations.
• Windows and Linux server operating system configuration and support
• Having solid background in analyzing logs to identify root cause of an issue, finding ways to prevent such issues in future.
• Having Solid background in IP Networking including switching, routing, load balancing, QOS/COS and firewalls, VPN.

Confidential, Tampa, FL

Telecom consultant

Responsibilities:

• Worked directly with customers in the strategic design process and translates business requirements into technical solutions leveraging best practices, industry knowledge and extensive personal experience.
• Manages the technical correctness and completeness of integrated systems designs.
• Often designing total solutions involving multiple systems for large organizations.
• Responsible for verifying and implementing the detailed technical design solution for enterprise Solutions.
• Knowledge of working in Avaya and CISCO VoIP architectures and implementations.
• Coordinates implementation of new installations, designs, and migrations for technology solutions in one of the following work domains: networks, applications or platforms.
• Provides advanced technical consulting and advice to others on proposal efforts, solution design, System management, tuning and modification of solutions.
• Worked in Avaya Aura Modular messaging 5.x and also worked in MM, CMS along with IQ reports.
• Collects and determines data from appropriate sources to assist in determining customer needs and requirements. Responds to requests for technical information from customers. Develops customer technology solutions using various industry products and technologies.
• Engages in technical problem solving across multiple technologies; often needs to develop new Methods to apply to the situation and Avaya MM 5.2x
• Strong experience in Avaya Aura Communication Manager, S88xx server, S87xx server and G650 Gateway
• Designing of CMS reports using Avaya CMS report designer.
• SIP phone configuration and support and migration.
• System Verification and Testing of Avaya S8xxx Media Servers, Gxxx Gateways, System Platform, System Manager, Session Manager and IP Phones.
• Test and certify new Avaya hardware, software and feature functionality.
• Work with vendor’s R&D to work out any product deficiencies with new and existing systems
• Work with Architecture Security to ensure all products meet Confidential ’s security standards, such as internal and vendor access, OS standards, application security, encryption standards, key management, etc.
• Administration and maintenance of Avaya CM 6.0, Avaya MM 5.2x, System Platform 6.0,System Manager 6.1, Session Manager 6.1,AES 5.2 and CMS 16.2
• Strong knowledge of Avaya and CISCO VoIP architectures and implementations.
• Loading appropriate patches & hot fixes for all of above servers and applications.
• VDN and Vector programming to support ACD functionality.
• SIP phone configuration and support and migration.
• Designing of CMS reports using Avaya CMS report designer.
• Strong knowledge of VoIP architectures and implementations.
• Good Knowledge of Ethernet switching, VLAN, Routing, VLSM and DHCP.

Confidential, Sunnyvale, CA

Avaya Associate Consultant

Responsibilities:

• Administration and maintenance of Avaya- S8700 based Call center solutions.
• Administration and maintenance of Avaya CMS system.
• Administration and maintenance of nice logger.
• VDN and Vector programming to support ACD functionality.
• SIP phone configuration and support and migration.
• Administration and maintenance of Avaya Predictive Dialing System.
• Administration and maintenance of Avaya Intuity audix system.
• Strong knowledge of VoIP architectures and implementations.
• Designing of CMS reports using Avaya CMS report designer.
• Administration and maintenance of Avaya Interactive response.
• Experience with the call routing, and call vectoring.
• Experience with computer telephony integration (CTI).

Confidential

Avaya Specialist

Responsibilities:

• Designing, Implementation, Administration and maintenance of Avaya- S8700 based Call Center solutions.
• Designing, Implementation, Administration and maintenance of Avaya CMS system.
• Designing, Implementation, Administration and maintenance of nice logger.
• Designing, Implementation, Administration and maintenance of Avaya Predictive Dialing System.
• Designing, Implementation, Administration and maintenance of Avaya Intuity audix system
• Administration of Avaya Interactive response.
• Designing of CMS reports using Avaya CMS report designer.
• VDN and Vector programming to support ACD functionality.
• Experience with the call routing, and call vectoring.
• SIP phone configuration and support and migration.
• Strong knowledge of Avaya and CISCO VoIP architectures and implementations.
• Designing, Implementation, Administration and maintenance of Avaya Interaction Center.
• Experience with the call routing, and call vectoring.
• Experience with computer telephony integration (CTI).