TELECOMMUNICATIONS SPECIALIST

Technical professional with more than 10 years of experience with Telecommunication Technologies and Call center Infrastructure, a team player with proven ability to deliver projects on time and within budget is looking to obtain a position as a Telecom/ Call Center Specialist with an organization that will support professional development and offer long-term growth potential.

 

TECHNICAL SKILLS

• Solution Architect for Contact Center and IP Telephony. Experienced in Contact Center design,  

   Implementation and support for Avaya based technologies.
• Detailed integration knowledge of various Contact Center Systems

• Proficient in Data technologies such as QoS, Routing and Switching. Experience working with different  
   protocols such as H.323, SIP, QSIG, RTP and RTCP.

• Detailed knowledge of virtualized Avaya contact center and related technologies

• Experienced in installation and administration of Avaya S8xxx series Media Servers, Media Gateways, 
   Avaya AES, Avaya CCE and Interaction Center for Email, Chat, SMS and CTI, Avaya Modular

   Messaging for Unified communications, Avaya SES for Cisco SIP phones, Avaya CMS (Call Management

   System) and CMS custom reports.
• Strong understanding of advanced routing technologies such as BSR (Best Service Routing), Vectors

   And Variables and ELAI (Enhanced Look Ahead Interflow). Knowledge of Business Advocate.
• Efficient in maintaining Avaya PBX products such as media servers, gateways and its related circuit 
   packs such as CLAN, MEDPRO, Xfire, VAL and DS1. Maintaining contact center call flow using vectoring, 
   VDN, announcements and switch programming.
• Knowledge of Avaya IR server, Voice Portal and VXML based IVR application for self serve options and 
   CRM integration for Computer Telephony (CTI).
• Managing carrier service for T1 Megalinks. Troubleshooting PSTN lines for error detection.
• Excellent understanding of ITIL framework for Service Requests, Incident Management, Problem

   Management, Change and Release Management.

PERSONAL SKILLS

• Strong interpersonal skills with excellent Team Player
• Ability to work independently with minimum supervision in a fast-paced environment.
• Able to manage conflicting priorities with ease.
• Highly developed analytical and organization skills with creative and innovative thinking.

 

EDUCATION & CERTIFICATIONS

1994    Diploma Mechanical Engineering, Ahmadabad, India
2000    Microsoft Certified Systems Engineer (MCSE)
2001    Cisco Certified Network Associates (CCNA)
2002    MS SQL Server 7.0 Systems and Database Administration and Implementation
2006    Avaya Communication Manager Basic Administration
2006    ITIL Foundation and IPRC Practitioner (Change, Configuration and Release)
2007    Avaya CMS Administration, Installation, Maintenance and Troubleshooting
2007    Avaya Security Overview
2008    Avaya Call Center – Introduction to call center / CMS Reports Fundamentals
2008    Avaya Media Servers and Gateways/ Administering Avaya Interactive Response
2009    CompTIA Convergence+ & Avaya Certified Associates (ACA – IP Telephony)

2011     APSS-CC (Avaya Professional Sales Specialist – Contact Center)

2012     APDS-CC (Avaya Professional Design Specialist – Contact Center) 

 

EXPERIENCE

SJ Tech Systems, Senior Design Engineer/ Architect                                               June 2012 – Present

·       Working with multiple clients to support their projects to mentor as an Architect/ Subject Matter Expert.

·       Managing various upgrades and integration projects

·       Administering Avaya CM, VDNs and Vectoring. Troubleshooting CM and call flow related issues. Also working with carriers to support T1s.

·       Supporting CMS, custom reporting, Avaya Experience Portal, IVR application reporting.

·       In-depth knowledge of VoiceXML Application design and integration with various interfaces.

·       Integration of Avaya AES with Avaya CM, Avaya EMC and Avaya AEP.

·       Working on different projects designing IVR applications along with CTI, Call flows, Capacity planning and disaster recovery solutions.

·       Training client’s on-site staff to make sure they have adequate knowledge to support their infrastructure and applications.

 

IBM Canada, Avaya Support Consultant                                                                      April 2011 – June 2012

·       Administered and manage Manulife’s Contact Center infrastructure and applications for more than 2500 agents

·       Support and troubleshooting Contact center applications such as CMS, Interaction Center, Voice Portal, Communication Manager, Desktop Wallboard, AES, Nuance Speech Attendant, Verint Ultra, IEX Workforce Management and CTI for Manulife’s 6 different business groups of more than 2500 Agents and approx.  11,000 users.

·       Implement daily move, add and change tasks requested by client Manulife

·       Actively engaged in on-going lights-on projects

·       Provide necessary research knowledge for upcoming new projects

·       Worked with high penalty SLAs for SEV 1 and SEV 2 tickets

·       Manage SLAs for SEV3 and SEV 4 tickets

 

WIND Mobile, Systems Analyst – Call Center, Toronto                               Oct 2009 – March 2011

·       Designed, Implemented and managed Avaya Voice over IP based Call Center infrastructure, Voice Portal servers and applications, Communication Manager 5.2 with EAS and ACD, and CMS Server for custom reporting. Also managed Modular Messaging with MSS installed for call center station voice mails.

·       Worked closely with business and call center teams to gather change requests, convert into technical document and implement those based on schedule.

·       Administered Avaya Interaction Center workflow for Email/ Chat and Call routing.

·       Managed call flow programming using vectors, VDNs and BSR treatment for calls to send over TIE/IP trunk to 3rd party call center. Also created call flows for remote support to activate and deactivate variables.

·       Worked with business to analyze IVR functional requirements and turn that into technical requirements for development. Very good experience understanding customer self-serve functionality and CRM integration to provide CTI screen-pop to agent desktop.

·       Actively engaged in on-going call center expansion and capacity planning. Worked with other Teams to manage the business requirements for Call Center and external vendors such as Avaya to deliver projects

On-time. 

·       Worked on Avaya Dialer for daily job run and helped to maintain hardware and any issues related to dialer.

·       Provided day-to-day support to manage call center environment through Avaya PBX programming, Avaya telephone system, Avaya Voice Portal applications, and custom reporting on CMS, Modular Messaging with MSS, Avaya AES and Avaya IC for email, chat, SMS and CTI, Trunk management and Firmware upgrade on PBX.

·       Created and managed Avaya Infrastructure diagram using MS Visio for detailed cabling and rack elevation along with each call flow. Also managed procedures and policies for Telephony administration and preventive maintenance.

 

Virgin Mobile Canada, Systems Administrator, Toronto                            May 2004 – Oct 2009      

·       Designed, Implemented and managed Avaya Voice over IP based Call Center infrastructure, Modular Messaging integrated with Microsoft Exchange for Unified Communications, Application Enablement Server, SIP Enablement Server, Cisco and Avaya SIP phones.

·       Provided 24x7hr support to ensure reliability, stability and security of Virgin Mobile’s infrastructure including valuable IT resources, such as Call Center technologies and other Microsoft based Intel servers.

·       Successfully managed Avaya dialer (Proactive Contact). Supported for any hardware and application issues.

·       Day-to-day maintenance and support for Avaya Call Center programming, Interactive Voice Response, CMS and Modular Messaging, Avaya AES and CCE for CTI, Avaya SES for SIP based Cisco phones, Trunk management and Firmware upgrade.

·       Managed Avaya S87xx Media Server, G650 gateways, DS1, C-LAN and Xfire and MEDPRO boards. Also administered Avaya IR server and VXML based IVR application for self-serve options, Avaya Modular Messaging integrated with MS Exchange for Unified Communications and Call Management System (CMS) for call center management and reports.

·       Successfully upgraded Avaya S8700 servers to S8730 servers, CM 2.2 to CM 5.0, CCE 2.1 to CCE 3.0, Avaya CT 1.3 to AES 4.0. Also upgraded Cisco 79xx series phones to SIP and managed to register with Avaya SES server. Managed project for IR and CMS platform upgrade was completed in Q4 2008.

·       Problem and determination skills acquired through routine hands on technical analysis to find permanent resolutions to common problems.

·       Installed and configured MS Exchange 2003 and MS SQL 2000 in a Cluster environment integrated with Windows 2003 Active Directory with redundant Root and Child Domain Controllers in one forest and under one tree for two domain structures. Managing Cisco Iron Port as SMTP Gateway device.

·       Managed SMS 2003 integrated with Active Directory for packaging, software deployment and pc imaging. Proficient in Windows Server Update Service for Microsoft patch deployment.

·       Installed and configured HP Tape Library MSL 6030 and MSL 4048 for Backup server. Also configure Veritas Netbackup media server and client for oracle, SQL and windows data and exchange server backup.

 

Bell Canada, System Administrator and Infrastructure Specialist, Toronto      April 1999–March 2004

·       Carried out capacity planning of windows servers and Cisco network infrastructure to keep up with growing bandwidth requirements. Maintained high availability and support in accordance with Service Level Agreement for Server systems and desktops.

·       Design and Implemented Active Directory Migration from Windows NT 4.0 to Windows 2000 based on locations configuring sites and Organizational Units for more than 2500 users. Also established domain wide Group Policies.

·       Design and Implemented two Microsoft Cluster Server for SQL application and Databases with

·       Active-Passive fail over capability. One of them configured on Windows 2000 Advanced Server and other was on Windows NT 4.0 Server Enterprise Edition. Administered SQL Server 2000 for Backup and Restore, SQL Performance and connectivity, Log backup and restore for more than 15 databases.

·       Installed, configured and managed Microsoft Exchange Server system version 2000. Setup, configured and integrated Microsoft Exchange 2000 integrated with Active Directory 2003.

·       Planned and implemented the backup strategy using Storage Area Network (SAN) concept to optimize the utilization of backup infrastructure. Design, implemented and supported DNS, WINS and DHCP servers on Windows NT 4.0 and Windows 2000 Advanced Server.

 

REFERENCE

Available on request.

 

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