Dec 2021 – Sep 2023 · 1 yr 9 mos · Pune, Maharashtra, India

• Working as an Avaya APS Engineer,(Avaya Profession Services)
• Handling the END to END projects.
• Dealing with customer, understand their requirements, and implement the services as per their need.
• Working on the customer query, and give them resolution.
• Handling multiple projects at a time and having profession technical delivery.
• Understand the customers need, Prepare the MOP, get it approved from customer, on the day of the cutover, Implement the MOP successfully, if any issues occur work on priority to get the issue resolved, if required engage the concern teams.
• Deploying ISO’s, OVA’s IN VMware, AWS Cloud and other Cloud environment Upgrading patches of devices such as CM, US, AVP, MG-G460 and MG-G650, SM, SMGR, TN and MM cards, IP phones, AES, Messaging, Avaya Media Servers.
• Report an INCIDENT faced during the upgrade, prepare a document for it and share the findings and solution with the team and Job Aid site.
• Works with the customer on recurring alarms that trigger in the PBX and provides plan of action to isolate the defect in PBX/Network - Problem Management
• Smooth handling the customer escalation with no minimal time and deliver the service on priority.
• Performs Different upgrade of customers for UC and CC devices from different regions, Installs the software/firmware/patches/Service packs on the server

Oct 2017 – Nov 2021 · 4 yrs 1 mo · Pune, Maharashtra, India

• Perform multiple roll such as Implementation Engineer, Analyst, and Incident management.
• Implementation Experience on Avaya Aura UC Portfolio – Communication Manager, Messaging, Session Manager, System Manager, AES, SBCE, Utility Services, ADS, AADS, AMS, and advance level troubleshooting to make project cut-overs successful.
• Certificate renewal or expiry issue on SIP server and other end points
• SIP tracing between SBC and SIP servers
• Works with the customer on recurring alarms that trigger in the PBX and provides plan of action to isolate the defect in PBX/Network - Problem Management
• Works on the scheduled maintenance activity approved by the customer
• Doing Staging and Steadiness for the upgrade of a customer devices.
• Performs Different upgrade of customers for UC and CC devices from different regions, Installs the software/firmware/patches/Service packs on the server
• Checks for new release on Avaya support site and add them in SNOW (Service Now).
• Notify and recommend customer if new patches, OVA’s are available on support site and update the Change request.
• Deploying ISO’s, OVA’s and Upgrading patches of devices such as CM, US, AVP, MG-G460 and MG-G650, SM, SMGR, TN and MM cards, IP phones, AES, Messaging, Avaya Media Servers.
• Troubleshooting over the issue faced during the upgrade and if need raising a business Impacting Incident with Backbone and coordinate between Backbone and Customer.
• Report an INCIDENT faced during the upgrade, prepare a document for it and share the findings and solution with the team and Job Aid site.
• Working on SAL access and issues for team, setting up a VPN access for new team member.
• When windows server patching is scheduled, Will be doing application support for pre and post checks for ACCCM, AACC and AACCS.
• Follow all guidelines and controls for all process to ensure compliance and quality. Examples being Engineering Deployment Guidelines and Operational Guidelines for Voice applications.

Sep 2016 – Oct 2017 · 1 yr 1 mo · Bengaluru, Karnataka, India

• Providing Tier 3 support in US and UK for troubleshooting over issue’s mentioned in the SR (Service request) of the customer.
• Check the SR via Siebel Ticking tool, Check the entitlements of the customer, and provide support.
• Daily calling to customer in the NAR region and updates the SR, Maintaining the customer satisfaction (C-SAT).
• Daily receives SR, Maintaining and Updating the SR on Progress work
• Calling to customer via Avaya One X agent, or One-X Communicator and discussing the Issue for troubleshooting.
• Taking Access of the customer system via SAL/Modem/LMI session.
• Trouble shooting on Fault Management for Communication Manager, Media Gateways, ISDN Trunks and Avaya configuration, Break fix and network issues.
• Troubleshooting and Maintenance of Avaya core servers.
• Handling escalations and working with different teams within Avaya.
• Working on the RCA cases & recommendations to the customer.
• Arranging and conducting part dispatch and part replacement activities
• Provides RCA for critical outages that affect production
• DHCP server and IP phone configuration
• Session Manager/System Manager (SIP server) administration and routing configuration
• Analyzing Call Management System reports and troubleshooting CMS feed issues
• Troubleshooting intermittent Server restarts, Call drops and Network-triggered voice quality issues that require traces to be setup at multiple endpoints and deep analysis of all collected traces to come up with resolution plan
• SIP Link restoration and troubleshooting that require set up and analysis of SIP traces
• Troubleshooting Voice quality issues (Static, Jitter, Robotic voice, Latency) over WAN using Sniffer and Network traces.
• Daily system health checks for Enterprise Voice and Voice Recording platforms along with resolution of incidents, outages, Request fulfilment within defined SLAs and strong Process adherence and Communication with multiple support teams, Vendors, Telco carriers.

Jun 2014 – Aug 2016 · 2 yrs 2 mos · Pune, Maharashtra, India

• Worked for desktop support engineer.
• Work on tickets and resolve issue.
• MAC changes, maintenance and administration of Avaya CM, Avaya S8500, S8700 Media Servers.
• Avaya G430, G450 and G650 Media gateway cards like IPSI, MEDPRO, CLAN, VAL, DS1 MM710, MM714, MM711 configuration and maintenance.
• Creating new extensions & providing access level through COR.
• Daily Health Checks, basic trouble shooting and MAC changes.
• Working on the RCA cases & recommendations to the customer.