SUMMARY:

• Innovative Telecom Engineer with excellent technical skills and over 7 years of strong results in Voice
• Implementation, Administration and Maintenance in Avaya SM & SMGR, Oracle SBC, Avaya ACD S88XX, S87XX, S83XX, Media Gateways G650, G450, G430, Modular Messaging, CMS server, NICE VIOP and TDM logger Etc.
• Repeated demonstration of ability to provide technical solutions to resolve highly complex business problems. Professional who thrives on challenges and is passionate for all areas of technology. Well developed technical skills include:

TECHNICAL SKILLS:

SIP: Avaya Aura Session and System Manager, Oracle Session Boarder Controller

CTI: Avaya MAPD/AES, CT Connect, Cisco CTIOS/CTI, Genesys Framework

Cisco ICM: Scripting, Configuration, Routing Design, Installation, Troubleshooting, Call Tracing, SQL Database Schema, Automation

Avaya CM: 6.x, 5.x & 4.x.

Call Monitoring: Witness call monitoring, Envision Click2Coach, Verint VAM, Verint Intellilink

IVR: AAEP, Syntellect IVR, Avaya Conversant, Cisco CVP, Tell me, Nuance Hosted

Gateways: Avaya G650, G450 & G430

Cellular: SS7 Tracing/Protocol analysis (AcceSS7), CDR troubleshooting/trending, Push to Talk (PTT)CDR/BCMC: Microware/ BCMS VU R2

Web Technologies: HTML, JavaScript, ASP, PHP, CSS, SOAP/REST Web Services

Programming Languages: Visual Basic, VBA, C#, Java

Scripting Languages: Linux/Unix shell scripting, BAT files, Perl

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

Sr. Avaya Engineer

Responsibilities:

• SME for Avaya Aura Communication Manager, Session & System Manager, Oracle SBC, CMS, AES, Voicemail and Meeting Exchange Servers for Confidential End Customers.
• Day - to-day activities include working on Business Critical issues providing Incident Management, Chang review and Analysis, working with Quality team on Problem management and Submission of RCCAs.
• Providing tier 3 troubleshooting support in ACD, SM & SMGR, SBC, CTI, SIP Trunk. Complete familiarity with Avaya CM platform products.
• Upgraded Avaya Communication Manager’s to latest 6.3 version.
• Re-engineered 4-digit dial plan to 6 digits.
• Successfully enabled E911 Emergency Gateway and Emergency Routing Service with Avaya Aura CM6
• Upgraded Firmware of circuits pack & Media Gateways across Confidential location
• Installation & Configuration of Port networks and Media Gateway.
• Preforming Capacity analysis for cost management and Preparing and Managing Billing data of Voice Infrastructure. Working on AMC of vendors like AGC and Avaya.
• Performed MACS (Moves, Adds, and Changes), as requested by client either on sit, or remotely. Installs programs, and maintains telephony hardware at customer sites.
• Analyzed phone records, PBX Clean-up including Extension, License and Truck clean-up and surrendering of unused PRIs resulting in significant cost saving per month.
• Planning and Execution of Preventive Maintenance activities, periodic reboot of the devices including quarterly audit of the Voice devices to meet the uptime SLA.
• Identifying the single point of failure in the infra and highlighting to the management and mitigating by taking the appropriate action.
• Implemented automation tool for Authorization code creation and Avaya AIM server for generating Customized reports as client request.
• Planning, design, implementation and management of project that may include new locations or deploying new technologies across the network
• Keeps documentation up to date for all telecommunication systems such as toll free numbers, call center routing, trunking, and voice announcement scripts.
• Ensured production changes maintained expected call behavior and standards through testing and troubleshooting.
• Performed regular updates in multiple change and inventory database systems to maintains accurate records and achieve SLA requirements.
• Managed deployment of cloud based Evolve IP hosted PBXand Call Center solution to the enterprise replacingLegacy PBXplatforms as part of the Telecom Technology Refresh and Call Center Consolidation initiatives. Thisallowed for a move toward the cloud allowing for distribution of calls to branch and work from home resources.

Confidential, Austin, TX

Telecom Specialist III

Responsibilities:

• Designed and Implemented upgrade from Avaya5.2.1 to Aura 6.0, removing MCC & replacing with G650s with multiply ESS/LSP locations.
• Configured DL380 G8 VM servers to Host Avaya CM 6.0 duplicate environment.
• Deep understanding and designing of SIP, H.323 telephony infrastructure, in switching concepts Ethernet, STP, VLANs, 802.1x, experience supporting TCP/IP networking components in a mixed voice & data environment
• Migration of analog/digital phones to VoIP/SIP endpoints, working with Network core on DHCP, LAN/WAN voice subnets, fail-over routes.
• Provide reporting data and trends to IT department and others ad-hoc, weekly, monthly as needed. Drive ticket analysis and develop strategies for improvement
• Manage workload, task distribution, and escalation for network and cable support teams.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Provided 24x7 global support for multi-site clients specifically but not limited to US Region
• Administered and manage IGT Contact Center Voice infrastructure and applications for more than 5000 agents
• Administering AvayaCM6, VDNs and Vectoring. Troubleshooting CM and call flow related issues. Also working with carriers to support T1 E1s.
• Support and troubleshooting Contact center applications such as CMS, Nice Interaction Server, Communication Manager, AES, Attendant.
• Implement daily move, add and change tasks requested by client IGT
• Administration of Nice Interaction Management (Interaction Server/App Server/Database server/logger/Screen logger) which includes Monitoring /troubleshooting of recording issue, addition deletion of agent ids in nice.
• Administration Configuration of Simens PBX system's extension analog/Digital for Local dialing purpose
• As per raised issue & Request by BMC tool ticket we are provide L1 L2 & L3 support to Interglobe users.
• Consistently working with Vendor AGC, AT&T, Verizon, VIS Network, Nice for any kind of Escalations & for requirements
• Actively engaged in on-going lights-on projects
• Worked with high penalty SLAs for P1 P2 P3 tickets & provide solution on time

Confidential, Manhattan, NY

Voice Engineer IV(IP Telephony Operations)

Responsibilities:

• Performed adds, moves and changes for over 3,000 employees across 14 sites daily
• Working knowledge and experience with Avaya's telecommunications architecture G3, S8700, S8500, S8300, G700, ESS, Modular Messaging, Voice over IP, Contact Centers, Call Management System (CMS), NICE Call Recording, Application Enablement Server and AT&T Route It
• Designed and wrote call center functionality with VDN's, Vectoring and Announcements.
• Met regularly with business leaders to plan, develop, and implement existing or new Telecommunications strategies
• Knowledge of MPLS, QOS and WAN technologies
• Part of team that designed, managed and implemented voice over IP (VoIP) solutions for at home users and remote offices
• Provided onsite and remote support for 2,500 recorded agents across twelve locations
• Built and managed all recording groups
• Added new users to the system for voice and screen recording
• Provided call retrieval for legal and compliance request
• Provided end user and application support for NICE Universe, Monitor, Business Analyzer, Forms Designer and Reporter
• Administration and maintenance of Aspect UIP 7.2 Server.
• Created and managed recording rules for a selective recording environment
• Setup ROD functionality for various business units upon request
• Managed CTI integration for device and source pools
• Performed daily, weekly, and monthly maintenance for twelve windows 2008 servers designed for the NICE recording environment
• Administration and monitoring of CDR (Call Billing System) by Telesoft & Microware
• Worked directly with AVAYAand NICE for any service related issues to ensure quick resolution

Confidential, Atlanta, GA

Avaya Support Engineer (Voice and contact center infrastructure)

Responsibilities:

• Supervised, operated, and maintained call pilot and meridian mail voicemail systems
• Administrator and Maintenance of AvayaACD (G3Si, G3r)
• Installing and troubleshooting of Avaya IP soft phone, Digital and Analog Phones (4602SW, 4610SW,1608,1616,9620 & 6408D+)
• Administrator of IntuityAudix System.
• Configuration and testing of the E1/T1 trunks.
• Configuration of PRI/BRI/CO trunks.
• Analysis and Monitoring of traffic trunks.
• Checking status of trunk groups daily.
• Checking of daily alarms, errors and history in the S8700 and restore.
• Manage data backup in CMS for every fortnight.
• Manage data backup announcement through VAL Manager.
• MACD functionalities in Verint ultra.
• Reporting in Nice analyzer
• Generating the report throughAvayaCMS and CDR (call data recording)
• Administering and managing Symon wall board including installation if necessary
• ACD Programming & Support
• Supporting all necessary MACD (move, add, delete, change functionalities) on ACD
• Work with end users to analyze needs and resolving issues much before the service level.
• Documentation and Other Duties as assigned.