Seeking a challenging position in an organization where my technical and analytical skills would be utilized for
the uplift of the organization while being resourceful, innovative and flexible. Interpersonal and communication skills; excellent oral and written communication skills. Certified by BEC and IELTS. Excellent customer management skills. Ability to relate at the highest technical levels with customer IT personnel, as well as communicate effectively with non-technical personnel. Strong Leadership skills and ability to communicate with both technical and non technical parties and managers, with demonstrated ability to guide and manage scaled customer transformation engagements. Strong customer orientation and capabilities to build client relationships. Ability to work part of a team and ability to work at times independently with limited or no supervision. Ability to handle deadlines and manage multiple tasks with shifting priorities and time frames. Passion to learn and love technology, SW development, Integrations between applications, create reporting and outcome for customers. Strong analytical and structured problem solving skills to develop a work plan and approach to frame and answer a business question; To effectively structure problems and solutions to influence clients to consider adapting to a change that has a true business value. Self driven to learn technical aspects and constantly improve. Flair for imparting trainings.
MS Office, MS Visio, Siebel, Maestro, Toolsa, SAL, VPN, VMWare, SOCKS
Telecommunication Computer Telephony Integration (CTI, AES, MAPD), Audio and Video
devices : recorders (CSCM, ACR, QM), Work force management (WFM), Central replay servers (CRS), Call Storage systems (Archiver, NAS), telephony servers (PBX)
6+ years of Professional ICT Work Experience Installing, configuring and commissioning Avaya telecommunications devices, networks and systems, such as voice, digital data systems and contact center solutions, and ensuring telecommunications systems/servers interconnect with equipment from different manufacturers, service providers and users Determining appropriate configurations of telecommunications hardware and software, ensuring desired performance of telecommunications equipment Identifying and troubleshooting problems with existing telecommunications systems, such as delays, loss of audio and clarity, to determine the most appropriate means of reducing, eliminating and avoiding current and future problems and improve communications Monitoring telecommunications systems to assess need for updates, upgrades, enhancements, preventive maintenance and new systems Understand and communicate TCP/IP concepts to customers Teach skills to and mentor shadowing Engineers, prepare ramp up plans for new joiners Provide successful delivery of solutions by using experience of Networking Technology, Microsoft operating systems and applications, Wireless protocols & UNIX and Linux Performed troubleshooting of geographically dispersed multi-site remote devices and networks with customer datacenter operations teams Lead on investigation until resolution of fault and service restoration, and report on incidents Troubleshooting and fixing all complex network and telecommunications related tickets Ensure proper project planning from installation to handover by assisting Project Teams Build knowledge base with the solutions implemented in customer sites.
Provide an outstanding level of commitment and focus to client service delivery and quality.
Customer Support EngineerDalian - 116023, P.R.China
Website : http://www.avaya.com Contact info : +86 411 3970 7800, Fax: +86 411 3970 7769 Duration : 1st January 2012 to 1st May 2012 Nature of Employment : Regular Full Time Team: High Touch client support team (CTI and WFO) Daily Tasks and Responsibilities Responsible for providing remote post-sales support of hardware systems, sub-systems and/or Avaya applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.
Support more complex end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution and documentation.
Follow defined support and implementation processes and work with support tiers & the project team to achieve the defined support and implementation goals and achieve customer satisfaction and success.
Manages the help desk staff in providing guidance, assistance, and coordination; following up on client telephone inquiries and problem reports; identifying and resolving reported problems or malfunctions in the firm's multi platform, diverse system environments.
Responsible for communicating product defects and product enhancements for all Contact Center, Contact Recording, and Quality Monitoring products to the Design Support team (internal team and also external OEM team).
Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions.
Monitor performance and reliability of existing systems.
Understand splits/skills, vector routing, domain control, DHCP, H323 gatekeeper registration process and call flow in customer's systems.
Deliver trainings on Avaya solutions like AES, WFO and BCMRD to India and China Tier 3 engineers.
Work on Avaya Aura System Platform related issues.
Single point of contact for the Avaya legacy products like MAPD and BCMRD.
Resolve CTI-PBX integration issues and recorder-CTI integration issues.
Analyze advanced logging on AES and WFO Products.
Enable, collect, decode and analyze ASAI MST on Avaya Communication Manager and resolving configuration issues related to AES and recording applications.
Page 4 of 7 Record trainings for BCMRD on Avaya Uconnect which would be helpful for other employees in learning the product.
Manage effective issue identification and resolution process.
Analyze data from customer interactions to understand trends and root causes.
Maintain contact with the business users to proactively identify needed changes Establish working relationships with technical, business and sourcing counterparts.
Organization : Avaya India Private Limited Address : Level 12, Phase 5 (Block Vega), The V Ascendas IT Park, Plot 17, Software Units Layout, Madhapur, Hyderabad.
Associate Software Engineer
Website : http://www.avaya.com Contact info : +91 40 44317100 Duration : 08th June 2009 to 04th November 2011 Nature of Employment : Regular Full Time Team: Computer Telephony Integration and WFO support team Daily Tasks and Responsibilities Provide Administrative, consultative and installation support for Avaya AES, MAPD, BCMRD, ACR and Witness CSCM, Viewer, Archiver and Quality Monitoring servers.
Handle remote backup and restoration of all the above mentioned servers.
Resolve configuration and product issues remotely and analyze the DEBUG level logs of AES, MAPD, ACR, CSCM and QM servers as and when needed to determine the cause of the issues.
Ensure that the appropriate systems and applications are installed, configured, monitored, managed and maintained in accordance with Company's policy and industry 'best practice'.
Liaising closely with Service Desk personnel to ensure that calls are being actively managed and that sufficient data is available to enable informed and timely updates to customers.
Participate in any on-call or stand-by duties as required on a rotation basis.
Troubleshoot general server and OS issues and proprietary software and hardware.
Update knowledge base with the issues reported by the customers and the solutions delivered to them Assist in the resolution of customers issues (incidents / problems) ensuring SLA's / OLA's are met.
Perform out of core hour duties during customers agreed change and maintenance windows.
Ensure the escalation process is followed on all high priority incidents.
Page 5 of 7 Organization : Avaya India Private Limited Address : Level 12, Phase 5 (Block Vega), The V Ascendas IT Park, Plot 17, Software Units Layout, Madhapur, Hyderabad -500081, INDIA Project Name : Customer Interaction Center.
Website : http://www.avaya.com Contact info : +91 40 44317100 Duration : 12th January 2009 to 30th April 2009 Project Description The project deals with installation, configuration and customization of Avaya Interaction Center (Avaya IC).
This project also highlights the integration of IC with Avaya Interactive Response (AIR) using Application Enablement Services.
The project talks in-depth about customization of the Avaya IC Agent and the usage of external component to add the functionality of a screen pop up .The screen pop up is an enhancement to the existing system and provides the functionality to access database, and identify the customer and display other relevant information about the customer using a screen pop up when agent receives a call.
Certifications Certified AIPS (Avaya Implementation Professional Specialist) AES (Application Enablement Services) Certified ASPS (Avaya Support Professional Specialist) WFM (Workforce Management) Achievements Winner of "CSAT Kudos Award" for every quarter without a miss.
Winner of "Client Choice Award" from Senior Vice president and Vice president of Avaya Client Services for more than 10 times.
Received "Voice of the client (VOC)" Award twice from Vice President of Global Support Services, Avaya.
Selected as a participant for "Discretionary Investment Program" for FY 2012 started by Senior Vice President of Avaya HR to select the group of Avaya leaders.
Received "Avaya Applause Award" for establishing as a BCMRD SME with self interest and training India (Hyderabad and Pune), Dalian (China) centers through KTs.
Recorded training on UConnect which is available to employees for self-training.
Received "PRATHIBA AWARD" along with Gold Medal from Chief Minister of Andhra Pradesh for the excellence in academics for the year 2005.
Bachelor of Engineering: Information TechnologyOsmania UniversityGPA: First Class with DistinctionInformation Technology First Class with Distinction
Address : #2005, Building #2, Softview E-dream, Near Dalian Software Park (DLSP), Shuma Guangchang, Dalian - -116023
Given Name : Ramya Suraj
Date of birth : 7th July 1988