Engineer Technical Support Resume

SUMMARY:

2+ years of Experience on Installation, programming, maintenance and troubleshooting of Avaya Communication Manager, Avaya Call Management System and Avaya AES, AAEP, Nice Call Recording in Telecom and Installation, programming, maintenance and troubleshooting.
A competent & result oriented Bachelor in Electronics & Communication Engineer with Telecommunication Professional with over 2+ years of industry experience. This experience includes installation, programming, maintenance and troubleshooting of diverse range of telecommunication equipment.
I have extensive Avaya programming, design, security, project management and disaster recovery experience.
I have excellent business communication skills. I have the ability to listen to the customer and offer multiple telecommunication options to assist in meeting the needs of their business requirements.
I have been responsible for large call center traditional and VOIP telecommunication sites.
Knowledgeable in handling contact center's call - flow from the trunks, through the VDNs and vectors to the agents' voice terminals.
Knowledgeable of agents' skill handling, changing of agents' login-IDs, agents' skill number/level, reason codes and auxiliary codes, familiar with the Call master series of voice terminals.
Knowledgeable in administering user voicemail and their password.
Served as on-site Technical Support in Samsung India electronics limited.
Build Extensive Routing (Variables, VDNs, Vectors, Skills, Adjunct Routing, Off-PBX Routing, etc.) Support Avaya Interaction Center Agent Desktop Application (CTI Screen Pop)

KEY SKILLS:

Avaya CM, Media Gateways, AES, AAEP, POM, Call Management System, Nice Call Recording and Polycom Teleconferencing System etc.

PROFESSIONAL EXPERIENCE:

Confidential

Engineer Technical Support

Responsibilities:

Ability to implement and maintain the AVAYA Contact Centre products.
Specialized in Avaya Communication Manager ( CM )
Configuration of DS1 cards with various types of signaling ISDN-PRI, CAS, Robbed bit
Handling all the physical cabling structure MDF,IDF
Regular up gradation of firmware for DS1cards, Medpro, Media Servers.
Involved in an activity in Dial plan change process.
Creating Trunk groups & monitoring of all trunks ISDN,TIE
Monitoring & resolving alarms, errors
Maintaining Agent ID creation and giving Skill levels.
Handling both Inbound / Outbound configurations
Handling Daylight savings changes
Handling all the physical cabling structure MDF,IDF

Executive

Confidential

Responsibilities:

Handling Project execution, monitoring and tracking of projects with ability to support multiple simultaneous projects in a matrix organizational structure
Review all the completed work with customer spark and identify the any unresolved issues and remediate.
Review preliminary project plan, methods and procedures in internal and external kickoffs.
Configuring, Managing and Maintaining Networking Equipment’s.
Network processing, centralized and distributive network connection Installing, configuring and administering network technologies
Checking the day to day tickets from customer and giving the support over telephone.
Planning the activity for customer to upgrades and preventive maintenance.
Remote administration and attend the major issues at site.
Document preparations and database maintenance.
Monitored and tracked problem resolution tickets through the support desk. Identified trends to service clients better.
Cleared or identified Avaya alarms when they occurred and contacted the appropriate vendor for service.

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