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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. |
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TECHNICAL SKILLS and support for Avaya based technologies. Proficient in Data technologies such as QoS, Routing and Switching. Experience working with different protocols such as H.323, SIP, QSIG, RTP and RTCP. 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 & Variables and ELAI (Enhanced Look Ahead Interflow). 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. 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. Detailed experience of managing Cisco Call Manager and Cisco Unity Voicemail. |
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PERSONAL SKILLS 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. |
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EDUCATION & CERTIFICATIONS 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) |
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EXPERIENCE Designed, Implemented and managing 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 managing Modular Messaging with MSS installed for call center station voice mails. Working closely with marketing and call center teams to gather change requests, convert into technical document and implement those based on schedule. Administering Avaya Interaction Center workflow for Email/ Chat and Call routing. Managing 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. Working with business team 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. Working with other Teams to mange the business requirements for Call Center and external vendors such as Avaya to deliver projects On-time. Providing 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 managing Avaya Infrastructure diagram using MS Visio for detailed cabling and rack elevation along with each call flow. Managing procedures and policies for Telephony administration and preventive maintenance. |
| Virgin
Mobile Canada, Systems Administrator, Toronto May 2004
Oct 2009 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 Mobiles 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. 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. |
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