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TELECOMMUNICATIONS SPECIALIST

Technical professional with 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 Specialist with an organization that will support professional development and offer long-term growth potential.

TECHNICAL SKILLS

• Experienced in Avaya S8xxx series Media Servers, Media Gateways, Avaya AES and CCE for CTI, Avaya 
  Modular Messaging for Unified communications, Avaya SES for Cisco SIP phones and more than 150 Intel
  based Servers along with various Microsoft Technologies.
• Designed and implemented Call center infrastructure along with QoS and Capacity planning.
• 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 Virgin Mobile contact center call flow
  using vectoring, VDN, announcements and switch programming.
• Administering Avaya IR server and VXML based IVR application for self serve options, Avaya CMS server
  and Modular Messaging for Unified Communications.
• Specialist in CTI (Avaya CT or AES with Contact Center Express)
• Managing carrier service for T1 Megalinks. Troubleshooting PSTN lines for error detection.
• Detailed experience of managing Cisco Call Manager and Cisco Unity Voicemail.
• Knowledge of ITIL framework to implement Configuration Management Database (CMDB) to support
  other ITIL service related processes. Currently supporting and maintaining HP Open view Service Desk to
  improve IT services to business.
• Strong hands on experience of designing, implementing and managing Windows 2003 based servers
  with Microsoft Technologies such as Exchange 2003 and SQL 2000 (Standalone and Clustered), Active
  Directory, SMS 2003, Share Point Portal 2003 and Internet Information Server.
• In depth knowledge in Hardware assembling, Installing, Configuring and troubleshooting on Intel based
  Servers and Workstations. Experienced in VMware installation and maintenance.

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)

 

EXPERIENCE

Virgin Mobile Canada, Systems Administrator, Toronto                                            May 2004 – Present
• Designed, Implemented and managing 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.
• Actively engaged in on-going call center expansion and capacity planning. Working with other Virgin
  Mobile Teams and external vendors such as Avaya and Nuance to deliver projects on-time.
• Providing 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.
• Day-to-day maintenance and support for Avaya system programming, Avaya Call Center programming,
  Avaya telephone system, Avaya 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 on
  PBX.
• Currently managing Avaya S87xx Media Server, G650 gateways, DS1, C-LAN and Xfire and MEDPRO
  boards. Also administering 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.

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

--Migration:
* Windows NT 4.0 to Windows 2000 Advanced server
* Windows 2000 Advanced server to Windows 2003 server Enterprise Edition
* Microsoft IIS 4.0 and 5.0
* Microsoft Exchange 5.5 to Exchange 2000
* Windows NT 4.0 Domain to Windows 2000 Active Directory for then 1400 users
* Windows 2000 Active Directory to Windows 2003 Active Directory
--Hardware Setup:
* Assembled and configure hardware from IBM, Dell, HP and Compaq.
* RAID 1 and RAID 5 setup on Hardware and software basis.
* SCSI Interface Card and Hard Drives setup.
* Firmware, BIOS and Driver upgrade.

REFERENCE

Available on request.


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