Apr 2023 – Jul 2024 · 1 yr 3 mos · Pune, Maharashtra, India · Hybrid

• Worked as a Team Lead/Architect & Senior APS consultant.
• Managed Implementation team for UC solutions with a team of 5 engineers
• Designed, Implemented, configured, administered, and supported Avaya UC/CC applications.
• Worked as Avaya APS Consultant to provide the highest level of support in terms of remote technical troubleshooting on Contact Centre solutions.
• Prepared Statement of work, Solution diagrams, Plan of action, UAT/SIT documents concerning the project.
• Collaborated with customers/vendors and engaged resources to support project tasks.
• Conducted product demonstrations and proof of concepts to showcase the capabilities of contact center solutions.
• Collaborated with product management and engineering teams to provide feedback on product enhancements and feature requests.
• Conducted troubleshooting and maintenance activities, promptly resolving issues, and optimizing system performance.
• Managed customer escalations by actively listening to concerns, providing timely updates, and ensuring satisfactory resolutions.
• Effectively led and coordinated project teams, ensuring projects were delivered on time and within budget.
• Leveraged cloud computing knowledge on Azure to develop scalable and cost-effective solutions for clients.
• Utilized virtualization methods on VMware to optimize resource utilization and enhance system performance.
• Conducted SQL database administration tasks, including database design, maintenance, and performance tuning.
• Collaborated with network teams to ensure smooth integration within the existing network infrastructure.
• Worked on Zoom/ Bright Pattern contact center solution.
• Worked on Ribbon SBC Deployment and integration with Avaya IPO solution.

Apr 2021 – Mar 2023 · 1 yr 11 mos · Pune, Maharashtra, India · Hybrid

Jul 2017 – Mar 2021 · 3 yrs 8 mos · Nigeria · On-site

• Managed support for Service Provider 9 Mobile Nigeria/Huawei Call center customer with a team of 12 engineers’ providing day to day 24/7 support and maintenance.
• Managed the SLA and led effort to resolve customer escalations, ensuring smooth operations.
• Managed incidents/cases as per ITIL standard, resolving them within SLA, and sharing root cause analysis.
• Attended meetings and represented as a SPOC for Service Support.
• Provide Level 2 & 3 technical support for Nigeria Avaya Customers, including crisis management.
• Managing IVR call flow and providing support.

Nov 2013 – Nov 2018 · 5 yrs · Uganda · On-site

• Responsible for all day to day support of the Avaya telephony and contact centre /SME.
• Provide technical leadership for Consulting Services projects.
• Responsibilities include executive and technical-level communications, relationship building to gain credibility/trust of internal and external customers.
• Consult, assess or audit, design and interview customers to determine highly technical requirements.
• Convert requirements into actionable scope of work.
• Coordinate proof of concept testing.
• Provide knowledge transfer to Customer.
• Perform analysis of the networking problems as well as provide highest-level crisis management.
• Ensure familiarity with Customer network planning, implementation and support processes and procedures.
• Providing Tier 3 Remote technical support on Avaya Proprietary Unified Messaging Products like Avaya Aura Messaging, Modular Messaging, Unified Communication Systems and Message Networking systems along with Avaya Communication Manager.
• Handling system implementation and troubleshooting Unified Messaging systems and Avaya PBX.
• Integration with Avaya Communication Manager(5.2.X, 6.X).
• Escalating product defects and working Product house to resolve the issues
• A quick learner, bold thinker and smart-and-hard worker, seeking perfection in everything I do, I believe in a thorough and timely delivery.

Jun 2011 – Sep 2013 · 2 yrs 3 mos · Bangalore

• implementation, administration, maintenance and troubleshooting of Avaya Voice
• PBX and IP telephony.
• Telecom: Avaya PBX (Prologix, G3SI, G3R, S8300, S8400, S8500, S87XX s88xx series
• server) Switches and Avaya Gateways G650, G700, G430, G450, SCC, MCC.
• Worked extensively on S8300, S8400, S8500, S87xx and S88xx Series Avaya servers.
• Worked on installation & rebuild of Avaya Aura communication manager software version 2.X,
• 3.X, 4.X, 5.X & 6.X
• implementation, administration, maintenance and troubleshooting of Avaya
• Gateways like G650, G350, G450, G700 etc.,
• Handled major customers of VIS networks to support services like EPBAX support and Nice
• Support.
• Onsite and remote support to customers to troubleshoot the voice network related issues.
• Managing all kinds of Circuit Packs including IPSI, VAL, CLAN, MedPro and DS1.
• To perform scheduled up gradation and maintenance activities to the clients
• Backup, restoring and upgrade of Avaya CM , AES, and Meeting Exchange server.
• Managing video conferencing to multiple locations.
• Co-coordinating with ISP's like C&W, BT, Verizon, RELIANCE, BSNL, Barthi Airtel, TTSL,
• VSNL for issues in Network and EPBAX PRI Lines.
• Preparation of preventive maintenance reports for the customers.
• Giving POC (proof of concept) for customers prior to installation.
• Providing KT sessions and technical presentations for customers regarding basic
• administration and troubleshooting.
• Simulating the problem in the lab setup and work towards an effective solution for the problem.
• Coordinating with other team members in solving the issues and achieving common goals.

Dec 2009 – Jul 2011 · 1 yr 7 mos

• Handling Avaya PBX,NICE and Verint Recorders,PDS Dialers.

Jun 2009 – Dec 2009 · 6 mos

• Maintained Symantec End point server for Bangalore location.
• Maintained File server .
• Maintained Active directory for 100 users.
• maintained Cisco and extreme switches and worked as a L1 engineer.
• Maintenance and support for system and server like L1.
• Configuring and support for shared and Network printers.
• Co-ordinate with vendors.