Experience

Unicorp Technology LLC

• Senior Support Engineer

  • May 2016 - Present

  1. Visiting at Customer place for daily call resolution related to PBX issue. 2. Preparing the POA of EPBX shifting activity, up gradation activity, Maintenance activity schedule as per customer require. 3. Visited the new sites for conducting the site pre-requisite on site & share report with Customer. 4. Troubleshooting the various kind of issue related to EPBX & give update on same to customer. 1. Visiting at Customer place for daily call resolution related to PBX issue. 2. Preparing the POA of EPBX shifting activity, up gradation activity, Maintenance activity schedule as per customer require. 3. Visited the new sites for conducting the site pre-requisite on site & share report with Customer. 4. Troubleshooting the various kind of issue related to EPBX & give update on same to customer.



eClerx Services Ltd

• Senior technical Engineer

  • Jul 2014 - May 2016

  Managing Avaya PBX, voice infrastructure, Avaya , & ININ product. 1. Troubleshooting & maintenance of Avaya S8720, S8300, S8800 Aura media servers and G650/G450/G700 Media gateway IP connect across 6 locations. 2. To audit all Eclerx location Avaya server. 3. To check if all Eclerx location severs are adhere to DOT compliance. 4. To coordinate with all vendors of PRI and Audio conference issues. 5. Managing ININ server, working on CIC server, Handler , media server 6. creating new extensions , agents ID ,Creating campaign , workgroup skill in dailer. Adding work flow into the particular process, creating time zone for new process in dailer. 7. solving day to day issues of call disconnect, tickets not presentable, issues with agent logging. 8. Firmwares upgrading for ININ polycom phones, ININ servers., managing & administration of Avaya server & Audix server. 9. Creating, managing and monitoring ISDN/PRI links, Trunks, VDN's, vectors, Hunt groups, extensions/stations, coverage path,route pattern, dail plans, AAR/ARS tables, FAC. 10. Manage data backup and restore, monitoring trunk traffic. 11. Configuration and integration on of music on hold and recording announcement in VAL board. 12. Daily monitoring and troubleshooting of the interface call logger application. 13. Managing and maintenance of Telesoft tool for CDR. 14. Providing audio conference bridge of different vendors and also administration of Avaya EMMC server for internal cconference bridge. 15. Preparation of Monthly MIS report and maintaining asset inventory. Show less



Orange Business Services Ltd.

• Telecommunications
• 1 - 100 Employee

• Senior Technical Consultant

  • Aug 2012 - Jul 2014

  Work Role:- 1. Visiting at Customer place for daily call resolution related to PBX issue. 2. Preparing the Quarterly Audit report of all customer sites. 3. Troubleshooting the various kind of issue related to EPBX & give update on same to customer. 4. Preparing the POA of EPBX shifting activity, up gradation activity, Maintenance activity schedule as per customer require. 5. Enrolment in the new project implantation at Customer place. 6. Visited the new sites for conducting the site pre-requisite on site & share report with Customer. Show less



eClerx Services Ltd.

• Senior Analyst (Voice Support)

  • Oct 2010 - Jul 2012

  eClerx is a knowledge process outsourcing (KPO) industry to provide export outsourcing solutions for sales & marketing of financial process.1. Maintaining Avaya PBX system S8700,S8500,S8800 (VSP platform), DL360 (Cm version 6.1)2. Changing the route for call flow as per process requirements.3. Assigning, Maintaining & handling the issue of TATA, Airtel Conference Bridge.4. Configuring VDN & vector programming for the process requirement to route the call, configuring IP trunk for inter office calling & PSTN trunk for public calling 5. Upgrading firmware of CLAN, MEDPRO, VAL board and DS1 cards.6. Scheduling Avaya Server backup for all locations in centralize system.7. Handling Call logger application for recording audio call from polycom side. Managing video conferencing call on polycom and troubleshoot the relevant issues.8. Handling Telesoft CDR Application for call billing purpose, troubleshoot and resolve basic issue on same.9. Making and updating voice setup circuit diagram for all location, making monthly voice related MIS report. 10. Handling the different type of issue on video conference calling. Show less

• Senior- Mentance support Engineer

  • Sep 2008 - Oct 2010

  Work as "Mentance Support Engineer” on Vodafone site at Lower Parel, Mumbai for Managing ACD components and PBX setup. 2. Role Involves are Monitoring Server devices, troubleshooting on NICE recording Problem, Converting CAS to ISDN Trunk mapping, Implementing CLAN, MEDPRO, IPSI, DS1 cards. 3. Taking Backup of CMS Server,IVR Server, NICE CLS Server, Avaya Media Server 8720.Creating login Agents IDs, Extension and add them into CLS server and CMS server in group wise. 4. Monitoring Passport links as well as capturing Passport logs for connected circles, as log ticket with service provider. 5. Installing IP Phones from Customer Office Call Center, Installing and Upgrading Service Pack, Patch up gradation on IVR Server,CMS Server, Firmware Up gradating on CLAN ,MEDPRO,IPSI Cards, IP phones and VAL board. 6. Troubleshooting and resolving circle wise Customer Problem as regular basis for Less call landing issue, Voice cracking issue, barging facilities. Creating VDN, designing Call flow setup in VECTOR, creating SKILL for different categories and given them access to respective agents as per customer requirement. 7. Mapping Trunk in Logger definition tools, adding extension into CLS server due to call recording, troubleshooting NICE recording related problem as on customer bases. Implement LSP setting on all circles media servers for supporting of redundancy, configured Ip phone extension, AVP server, with LSP seting.Install Avaya Soft phone (4620) on customer site. 6. Adding Avaya agents ID into AES and Knoahsoft server for BPO agents voice and screen recording. Troubleshooting and resolving BPO Customer issue for call recording and Avaya releated.create agent id in CMS server and provide it feature access permissions. Show less



IndusInd Media & Communications Ltd

• Telecommunications
• 100 - 200 Employee

• Technical Support Engineer

  • Jun 2007 - Sep 2008

  A subsidiary of Hinduja Group One of the leading Internet Service Providers in India 1. Working at Charni Road as System Engineer for Managing Network Operations of the branch. 2. Role Involves the Configuration of Cisco Routers (3600 / 7200) such as modifying routes on the Router, Implementation of access list to open or block ports for IP's as per ISP/Customer Requirements. 3. Configuration / Maintenance of Leased Line Modems by coordinating with the Bandwidth Providers, Monitoring Bandwidth over serial interfaces. 4. Coordinating with Network Operation Center (NOC). 5. Configuration & Maintenance Cable Modem, VoIP Box and Wireless Router on client side. Also troubleshooting of the network devices. 6. Installing and Maintaining Mail Server, DHCP server, and Monitoring CMAA (Cable Modem Authentication Accounting), LDB Server (Local Database). 7. Designing and implementation of the PPPOE set up for local cable operators with installing of Media Convertor, switches. Show less