Voice Integration & Technical Support Engineer who has more than 10+ years of diversified voice, data & telecommunications experience, including planning, integration and support
12/2008 to 04/2013
SENIOR TECHNICAL SUPPORT ENGINEERAVAYA
Implementation and CORE troubleshooting of CMS server as Tier3 engineer Implementation and CORE troubleshooting of IQ server as Tier3 engineer Leading role in team as a CMS/IQ Advanced Diagnostics Engineer Training and collaborating team with the latest developments in the product to ensure proper knowledge to progress against customer issues Review and guidance of Service Request with aging Time to Resolution metric to meet Avaya KPI's Team lead to assist engineers in resolution of customer product issues Support engineers in resolving complex scenarios for customer Handle critical accounts and escalations Maintain day to day team activates, escalations and team performance Ensure all tickets have focus to align with SLA; support Tier 2 and Tier 3 engineers in addressing customer concerns via knowledge sharing and formal training delivery Technical Front: (Products Include Avaya UC, Avaya CC and Third party like NICE, etc.).Provide advanced remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.
Provides support for medium to highly complex end user installations, configurations, upgrades and migrations through advanced problem solving and troubleshooting.
Includes supporting 3rd party products and occasional on-site support.
Analyzes symptoms, logs, and data required to resolve issues of medium to high complexity.
Independently determines and develops approaches to solutions.
Proactive in monitoring and resolving low complexity downstream effects as a result of the fix.
Highlight more complex issues.
Understanding of the functionality and usage of the product and in conjunction with associated product.
Management Front: Acts as a liaison between the company and client of which there are contractual obligations in place for value added services.
Responsible for the delivery of quality services via cross-function and third party teams inside and outside the company.
Achievements: New Innovation Idea and Implementation Award 2012 Global Circle of Excellence Award Avaya Client Choice Award 100% Feedback for the Technical Training delivered to the new Hires & Contact Center Teams on Avaya Call Management system and IQ Products.
Conducted lot of Sports & Philanthropy Events within Avaya and part of Avaya Sports & Philanthropy Committee.
12/2007 to 12/2008
IT Support SpecialistBrigade Corporation
08/2005 to 11/2007
Avaya specialistIT & TELECOM SOLUTIONS Decoders Info services
Implementation, Maintenance and Upgrades of customer Telecom Network.
Installation, configuration of IP phones 4602, 4610, 4620 and creation of extension number.
Scheduling and retrieving back up of CMS and S8300.
Generation of activity reports on CMS.
Monitoring Call flow and quality.
System health check and alarms monitoring Incremental Data Back-up Daily, Weekly and Monthly basis.
Daily shift activities, uptime of all equipment's, maintaining Changes.
Incident report records and Completion of Change requests within SLA.
Nature of Job Avaya ACD: Managing and Maintaining Avaya ACD S8300, Creation of Login Ids, VDN, Vectors, Hunt groups, Coverage paths, and Meet me Bridge.
Adding/Changing Trunk groups parameters and configuring BCMS Client applications.
Audix Voice mail: Adding stations to Voice Mail system & Basic Maintenance activity.
Installation and troubleshooting of Avaya Message Manager Ver 5.5 on agent desktops.
Trunks: Administration of" T1s and IPLCs, Bandwidth Utilization, setting up route preferences and COS on IPLC links.
CMS 12.0: Sun Blade 150: Managing the records of the call flow and Assist quality team in retrieval of data.
Voice Logger: Managing Voice Loggers (Nice, Mirra, WordNet) - Punching Voice extensions on MDF, keeping a track of the same in Logger def.
Assist quality team for old call retrieval from logger.
Screen Logger: Administrating the screen recording as per the schedule and sending report to the quality Co-ordination: Track and communicate with NOC Team and Interact with Vendors like VSNL, Bharti and MCI on a regular basis to minimize downtime of Failures on present circuits to maintain high productivity.
CMS and BCMS: Completed activities like MIS Link administration and Troubleshooting, Report Discrepancy issue, HA system data Push and Pull, RTA link troubleshooting.
AES and MAPD:CTI Link administration and troubleshooting in conjunction with other products AVAYA IP Telephony : 'working knowledge of" on Network configuration ,DHCP Configuration and VMON data interpretation Third party Products skill set includes Symon Server, Nice Recording Solution, and Tele soft Billing Software.
Maintaining Avaya ACD: Maintaining Avaya ACD S8710, Creations of VDN, Vectors, Hunt groups, Adding/Changing Trunk groups etc.
Maintaining Intuity Audix Voice mail: Adding stations to Voice Mail system & Basic maintenance activity.
Installation and troubleshooting of Avaya Message Manager ver 5.5 on agent desktops.
Maintaining WAN Mux: Configuring T1/E1 trunks on Cisco MGX 8850 Series Multiplexer.
Managing T1s, Bandwidth Utilization, setting up route preferences and COS on IPLC links.
Maintaining Predictive Dialer: Backups of Dialers, addition/deletion of Users.
Creation of Calling Lists and Jobs for Outbound campaigns on Mosaix predictive dialer.
Starting/monitoring Jobs on Dialers.
Troubleshooting E1/T1 issues.
Maintaining Voice Logger: Managing Voice Loggers (Nice, Mirra, WordNet) - Punching Voice extensions on MDF, keeping a track of the same in Logger def.
Co-ordination: Team and Communication and Interaction with Vendors like VSNL, TATA Indicom and MCI on a regular basis to minimize downtime of Failures on present circuits to maintain high productivity.
Daily activities: Daily Backups, System monitoring, Alarms checking, for Avaya products.
SOLUTION ENGINEERAMC TECHNOLOGY
DEC 2ND, 2013 - TILL DATE Coordinating with Sales, Presales team and supporting them on customer call with the product design and functionality.
New customer's coordination, Installation and configuration of the product Coordinating with Development and testing by making sure that the Avaya LAB is updated with the latest release of Avaya application and maintenance.
Knowledge of Avaya CM, AES, AACC, CMS and IQ Supporting on CTI Integration queries CTI Integration with CRM, Screen popup and logging Diagnose, troubleshoot and correct software issues for CRM's such as Siebel, PeopleSoft, Salesforce, Microsoft, SAP and other leading CRM applications and CTI's such as Aspect, Avaya, Nortel and Cisco.
Record and update cases as they come in quickly and accurately to help resolve the cases in a timely manner Record and update cases as they are resolved with as much detail to build a database of resolutions.
Create and manage virtual machines created within VMWare for testing and diagnosing CRM and CTI issues.
Remoting into Customer machines and Servers to configure and correct issues using Remoting titles such as Microsoft LiveMeeting, Remote Desktop Connection, etc.
Bachelor of Computer Sciences EngineeringAnna University Chennai
Information Technology Department
Avaya Professional Design Specialist - Contact Centre
*ACIS - Avaya Implementation Professional Specialist - 2013
*Cisco Certified Network Associate (CCNA) - 2013