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Voice Incident Management Expert Resume

SUMMARY:

  • Technical professional with more than 10 years of experience with Telecommunication Technologies and Call center Infrastructure, a team player with proven ability to deliver projects on time is looking to obtain a position as a Telecom/ Call Center Specialist with an organization that will support and offer long - term growth potential.
  • Solution Support Specialist for Call Center and IP Telephony. Experienced in call center design, implementation and support for Avaya based technologies.
  • Detailed knowledge of various integration of Call Center Systems.
  • Good Experience with Linux, Unix platform Commands .
  • Experienced in installation and administration of Avaya S8xxx series Media Servers, Media Gateways, Avaya AES, Avaya CCE, Avaya Modular Messaging for Unified communications, Avaya SES for SIP phones, Avaya CMS (Call Management System), Avaya Meeting Exchange MX, Avaya One-X Attendant.
  • Experienced in installation, administration and Troubleshooting of Avaya Session and System Manager .
  • Strong understanding of advanced routing technologies such as BSR (Best Service Routing), Vectors & Variables and ELAI (Enhanced Look Ahead Interflow). Knowledge of Business Advocate.
  • Experienced in installation and administration Work Force Optimizer Server WFO, Old versions of Contact Recorder and Varient.
  • Efficient in maintaining Avaya PBX products such as media servers, gateways and its related circuit packs such as CLAN, MEDPRO, VAL and DS1. Maintaining contact center call flow using vectoring, VDN, announcements and switch programming.
  • Managing and Troubleshooting PSTN lines for error detection.
  • Very Good Experience in Supporting Right Fax and Cycos servers.
  • Experience in Implementing, administering and troubleshooting LYNC 2010, LYNC 2013 for Enterprise Voice EV users and integration with Avaya RCC users for Large Accounts.
  • Configuring, maintaining and troubleshooting Sonus SBCs.
  • Experience in troubleshooting Polycom Phones CX, VX and VVX.
  • Perform change management activities (Design and implement customer changes).
  • Perform release management activities (Implement new releases and upgrades).

PROFESSIONAL SKILLS:

  • Strong interpersonal skills with excellent Team Player
  • Ability to work independently with minimum supervision in a fast-paced environment.
  • Able to manage conflicting priorities with ease.
  • Highly developed analytical and organization skills with creative and innovative thinking.
  • Ability to introduce Technical sessions .
  • Working on Shift basis / On-Call .

EXPERIENCE:

Confidential

Voice Incident Management Expert

Responsibilities:

  • Working with multiple accounts / customers to support their projects to mentor as an Incident Management Expert.
  • Document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system.
  • Liaise with other internal teams to resolve faults affecting voice service.
  • Supporting Avaya / LYNC Large Accounts 20K+
  • Working on different projects implementing and supporting IPT and Call Center with Capacity planning and disaster recovery solutions.
  • Creating Document for client’s on-site staff to make sure they have adequate knowledge to support their infrastructure and applications.
  • Implement daily move, add and change tasks requested by clients.
  • Worked with high penalty SLAs for SEV 1 and SEV 2 tickets.

Confidential

Avaya Field Support engineer

Responsibilities:

  • Implementing and manage Med Size Avaya IPT projects and applications for more than 1000+ users.
  • Implement, Support and troubleshooting Contact center applications such as CMS, Communication Manager, Desktop Wallboard, AES and Contact Recorder .
  • Managed call flow programming using vectors, VDNs and BSR treatment for calls to send over TIE/IP trunk to 3rd party call center. Also created call flows for remote support to activate and deactivate variables.
  • Managing Audix for Voice mail activities.
  • Actively engaged in on-going call center expansion and capacity planning. Worked with other Teams to manage the business requirements for Call Center and external vendors such as Avaya to deliver projects
  • Provide necessary research knowledge for upcoming new projects.
  • Created and managed Avaya Infrastructure diagram using MS applications for detailed cabling and rack elevation along with each call flow. Also managed procedures and policies for Telephony administration and preventive maintenance.
  • Worked with high penalty SLAs for SEV 1 and SEV 2 tickets.
  • Manage SLAs for SEV3 and SEV 4 tickets.

Confidential

System Engineer

Responsibilities:

  • Designed, Implemented and managed Panasonic Legacy and Voice over IP based IPT infrastructure, Voice and mid-size Call Center applications. Also managed Panasonic Messaging system installed for call center station voice mails.
  • Worked closely with business and call center teams to gather change requests, convert into technical document and implement those based on schedule.
  • Provided day-to-day support to manage IPT / call center environment through Panasonic PBX programming,
  • Configuration and troubleshooting of Panasonic PABX Carrying out Preventive Maintenance (Monthly, Quarterly and Yearly) of PABX as per the task lists.

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