An accomplished communications professional with technical experience in enterprise customer service, design, and implementation of voice and video integrated advanced unified communications solutions. Proven expertise in diagnostic and analytical problem solving skills. Strong technical background and in-depth understanding of multiple infrastructure, virtualization technologies, solution integration, User Acceptance Testing, and Software Development Life Cycle. Lifelong learner readily adapting to rapid Technology changes.
Advanced Diagnostic Engineer, 01/2008
to 01/2014 AVAYA – Lincroft,
Managed customer issues with ownership and delivered quick resolutions exceeding Services SLA metrics with increased response time, reduced resolution time and achieving outstanding customer satisfaction Diagnosed and resolved high visibility, critical customer escalations from support channels for H323 and SIP solutions with voice, video and presence integration, Packet trace analysis and RTP and video decoding Mentored post sales, implementation engineers in troubleshooting methodologies and transferred expert knowledge for VDIC - Virtual Desktops with Application Virtualization in Citrix Cloud, one-X Communicator (Windows/MacOS), Flare Experience (iPad/Windows), one-X Attendant clien/server, and one-X Agent Lead and collaborated lab setup, configurations with hand-on experience on Avaya Aura solution elements integration for troubleshooting customer problems for Unified Communication applications/products Evaluated Alpha Trial programs for emerging Flare products providing UAT feedback for VPN-less remote, UCaaS, and features integration with Avaya Aura such as Dual Registration and MDA (parallel forking), represented Services in product release gating process, and collaborated teams for solution configurations Demonstrated expertise interfacing customers for Proof of Concept, installation technical support utilizing remote access network tools, and provided design consulting for active product features implementation Developed step-by-step detailed configuration application notes, job aids, products release management reference documents, and instructional material for upgrade procedures to field/remote service engineers Subject matter expert on Unified Communications applications/products mentoring peer engineers and evaluating, editing Knowledgebase articles with breadth of knowledge of Avaya Aura solution elements.
Solutions Support Engineer, 01/2000
to 01/2008 AVAYA – Holmdel,
Managed R&D Tier IV support for all customer issues for Avaya VoIP telephony software products involving expert diagnostic, analysis of Wireshark traces, logs, intricate call flows, R&D liaison for solution delivery with CSAT, Communication Manager features administration, configuration, and software/firmware updates Presented and demonstrated to customers Avaya attendant solution features description and configuration implementation gaining their trust and winning Sales deals and Service contracts to Avaya $MM revenues Managed coordination with cross-functional teams such as Quality Assurance, Solution Verification, System Integration constructing customer environments for lab testing, system analysis, diagnosis, and resolution Developed and delivered in-depth Tier III training classes for various products, transferred knowledge of new product releases/ live demos to various organizations and responsibly trained 100+ engineers Developed and distributed LDAP/AD configuration, application notes, product features implementation documents, lab network topology diagrams and How-To technical user notes to Avaya and customers Collaborated with R&D teams during IP phones genesis phase with early prototype testing.
Project Coordinator, 01/1997
to 01/2000 Lucent Technologies – Holmdel,
Developed and managed BCS Y2K Internal Readiness and Contingency Planning information web Site, a key member of Y2K Rollover Production team, updating External and Support sites with latest Y2K status, active member of BCS Web Masters Council, coordinated project activities gathering and distributing information.
Managed and reengineered Solution Realization project website receiving management recognition, and provided prototype, training and technical support to team members and internal 50+ users community.
Coordinated Enterprise Products Profiles Database Project on Lotus Notes platform with Quality Assurance (QA) System Test, User Acceptance Testing (UAT), and training 300+ users with hand-holding tech support.
Client/Server Application Development DiplomaAuthorized PC/Laptop/Server/Printer/MAC Service Technician Certificates from HP, IBM and Apple: The Chubb Institute - Parsippany,
Bachelors: Business Administration with Accounting and Computer Science,
Gujarat University - Business Administration with Accounting and Computer Science
SIP School Certified Associate training (SSCA) Koala-T" Project Management workshop training Avaya Certified Associate (ACA) Cisco Certified Network Associate (CCNA) Lucent Trail Blazer award for high quality delivery of a Project Profiles Database system :
Client/Server Application Development DiplomaAuthorized PC/Laptop/Server/Printer/MAC Service Technician Certificates from HP, IBM and Apple : Bachelors : Business Administration with Accounting and Computer Science , SIP School Certified Associate training (SSCA) Koala-T" Project Management workshop training Avaya Certified Associate (ACA) Cisco Certified Network Associate (CCNA) Lucent Trail Blazer award for high quality delivery of a Project Profiles Database system :
Create a job alert for [job role title] at [location].