Voice Engineer Resume

SUMMARY

IT Software Professional holding 6+ years of rich experience with knowledge in Telecom Domain. Rich functional exposure of Confidential - depth knowledge of ITIL process.
Excellence in providing technical support as a skilled problem identifier and problem solver in early stages to avoid time expenditures. Highly-motivated, pro-active individual with exceptional people-management, teamwork and project-management skills.
Wish to carve my career in Technical Domain within the Telecom Domain. Up-to-date with changes in technology and the business implications / applications of new technologies.

PROFESSIONAL EXPERIENCE

Confidential

Voice Engineer

Responsibilities:

Confidential project deals with customer care services. AVAYA caters IVR and Contact Center solutions.
Hands-on experience for the Operation & Maintenance Avaya Systems: Avaya Communication Manager(CM), Avaya Aura Contact Center, Avaya Session Manager, Avaya Contact Recorder, Avaya Quality Monitoring, Avaya Enablement Services, Avaya Viewer, Dialogic Gateways, WebLM, AVAYA Aura Contact Center (AACC).
Hands-on for the Operation & Maintenance of Data Center Operations.
Accepting all Critical/Major/Minor issues with ownership and pushing it towards resolution within the SLA.
Troubleshooting and installing Avaya applications and Documenting the bugs and defects.
Implementation of Business continuity Plan and NTP on servers. Upgradation of Avaya Aura Contact Center, Midsize Enterprise Solution and Gateways.
Familiar with Avaya Servers 8300, 8800, Session Manager, System Manager, Gateway G450, Avaya Orchestration designer on AACC, Contact center technology, Call center call flow etc.
Be a part of team during maintenance activity or critical/major downtime during Business hours / Non business hours.
Creation and maintenance of technical documents (network designs, SOPs, User Guides, etc.) to support current operation procedure and processes.
Basic Linus skills.
Good knowledge of SIP and H.323 protocols.
Good knowledge in preparing RFO, RCA's, documentation, participate in RCA activities (root cause analysis).

Confidential

Voice Engineer

Responsibilities:

Orange provide manpower to Avaya for Confidential & Confidential project. AVAYA caters IVR and Contact Center solutions.
Proactive monitoring, incident management and change management.
Maintaining Users Creation & Deletion, Skill set, CDN Creation & Deletion on AACC and CM.
Maintenance and Administration of IVR /Nortel MPS1000 (AP/TMS/CCSS).
Prepare daily reports, internal trackers and other documents using word or presentation software.

Confidential

Desktop Engineer

Responsibilities:

Received Star Performer Award for proactive approach, dedication and sensitivity towards work at Wipro InfoTech Pvt. Ltd.
Confidential provide manpower to WIPRO for Confidential . WIPRO caters Contact Center solution for NORTEL.
Across Confidential wipro have more than 60 OSCC for Inbound process. Each hub having Nortel CS1k PBX and Symposium 6.0 for routing inbound calls to the agents and Nortel switch is integrated with the Genesys framework for CTI popup.
Worked as L1 support on Nortel CS1K, Veraz (XMS), Verint Solutions (Impact 360), Data Network and Third Party Coordination. Creating agent and skillsets in CCMA and Maintenance of Data Center Operations.
Worked on daily checklists, reports, weekly peak login report and monthly billing data.