Providing technical support for Telecom Domain (AVAYA CM, AES, CMS & G-450,G-430,G-650 Gateway and System Manager ) and (Nortel CS-1000 M 5. 2, CCT, Call Pilot and C. C 6. 0) and (Aspect Unified Dialer) Installation and Administration of AVAYA CM 6. 2 Installation and Administration of AVAYA CMS 16. x Installation and Administration of AVAYA AES 6. 2 Installation and Administration of AVAYA Gateways(G-430,450,650) Installation and Administration of Nortel CS-1000 E and Call Pilot Installation and Administration of Contact Center 6. 0 and CCT Understandings of Voice Loggers ( Nice, Variant)
Identify and troubleshoot problems on a regular basis and Participate in root cause analysis if needed.
Guiding team during day to day operations & escalations Monitoring and managing team performance Responsible for implementation of new projects and delivery Proactive management (Incident and Alert management) Telecom SLA monitoring and dashboard Telecom Assets Management Availability management Providing support, as per ITIL V3 specific framework Handling of 24 helpdesk with 12 engineers team Responsible for Uptime on Infrastructure sites
Coordinating with AVAYA/NORTEL/ASPECT TAC for escalated issue and performing troubleshooting with TAC engineers Moved to Telecom Team in Jan’06 – June’09 Worked as Telecom Engineer.
Responsibilities Providing technical support for Telecom Domain (Nortel CS-1000 E 5. 2, 81 C PBX, CCT, Call Pilot and C. C 6. 0) Supporting to the centers of HCL BPO’s in Noida on Nortel range of voice product like 81C PBX and CS1000 E, Symposium 4. 2 & 6. 0. Experience with configuration, administration, monitoring and troubleshooting of Nortel Products (CS1000E, CCMS,CCT and Call pilot).
Designing the call flow of inbound campaigns on both Meridian 81C PBX as well as in symposium. Configuration skill sets, scripts, agents, phone sets on Symposium. Configuring the Trunk cards, Line card for all inbound process. Expertise with Signaling Protocols ISDN, CAS, Analog, T1/E1 PRI Expertise with Voicemail administration and troubleshooting – Nortel Call Pilot System Identify and troubleshoot problems on a regular basis and Participate in root cause analysis if needed. From March’05 – Dec’05 Worked as Desktop Support Engineer Responsibilities Worked as Desktop Support Engineer to handle desktop level troubleshooting.
Taking care of outlook issue, domain join issue, Hardware related issues. Handle the LAN issue’s. O. S installation, Domain Joining, Hardware Related issue, Application related issue, user creation in A. D. SCHOLASTICS BCA from Dr. B. R Ambedkar University, Agra in 2003 12th from UP BOARD in 2000 10th from UP BOARD in 1998 CERTIFICATIONS Certified AVAYA Aura Communication Manager and CM Messaging (R6. 0) Implementation (ACIS) CCNA completed from INT Delhi ACHIVEMENTS Upgrade Symposium 4. 2 to CCMS 6. 0 Upgrade the Nortel 81 C PBX to CS 1000 M Installation of AVAYA CM 6. 2 in LSP mode Installation of AVAYA CM 6.
2 in LSP mode Installation of AVAYA G-450 G-430 and G 650 Gateway Installation of AVAYA CMS 16. x AWARDS / RECOGNITION Have been awarded with best performer of the month for Handling Major customer of HCL (BPO) Got OS (Out Standing) rating for all appraisals; I got during my tenure with HCL. Got Excellency award and recognitions. Management & Organizational Skills Time Management and Project Planning Skills Communication Skills Continued Self-development skills Good Analytical, Problem Solving & Decision making skills Organizational skills PERSONAL DOSSIER Date of Birth: 02nd July’84 Languages Known: Hindi, English
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