Experience

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  ORANGE BUSINESS SERVICES INDIA SOLUTIONS PRIVATE LIMITED

  • India
  • 1 - 100 Employee

  • Head of Product Development & Lifecycle - ESC India

    • Aug 2022 - Present

  • Program Manager

    • Nov 2018 - Aug 2022

  • Senior Operations Manager

    • May 2006 - Oct 2018

    Assistant Manager – Regional Expert Team & FCC Project Management•Managing team of experts covering build phase (DG, LLD, Implementation & migration) & Run phase (L3 IPCC support) for Cisco, Genesys & Enghouse/Cosmocom contact center products including NICE call recording solution and also managing team of project managers. 18-Jun-2010 to 31-Dec-2013 As Team Leader – Regional Expert Team• Leading team of experts covering Avaya & Cisco CC products. this team supports presales, build, run & engineering activities.7-Mar-2007 to 17-Jun-2010 As Team Leader – TOC CTS2 (level 2 support voice team)•Leading L2 support team who is responsible to handle PSTN network, Avaya IPT, Cisco IPT, Genesis NIVR.15-May-2006 to 6-Mar-2007 As TOC CTS2 engineer (level 2 support)• Installation, Configuration, Administration and Troubleshooting of S8xxx, G350, G250, G450 & G650• Firmware upgrade on Media Servers, Media gateways ,CLAN, VAL, IPSI, Circuit Packs, Media Modules, IP phones & CAJUN Switch• Backup & Restore for Media Servers, Media gateways, VAL• Configuration, Administration and Troubleshooting of 87xx, G350, G250, G450 & G650• Troubleshooting for IP phones, soft phones, soft consoles & IP agent• Installation of license file using RFA site.• SIP configuration on Avaya Call Manager including Avaya session manager• Configure a base installation of Communication Manager. • Administration of Avaya Enablement Services• Administration and Troubleshooting on Audix, Modular Messaging and Unified Messaging• Administration of DSI Server• Worked on Voice Recorders & IVRs

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  CMS Computers Limited (INDIA)

  • New Delhi Area, India

  • Sr. Team Leader

    • Feb 2006 - May 2006
    • New Delhi Area, India

    CMS Computers Ltd. (Feb 2006 to May 2006)CMS Computers Ltd is one of the leading organizations in the field of IT. Worked as Sr. Team Leader (Technical Specialist Avaya) for ABN AMRO Bank Ltd. (Gurgaon). Job Profile at ABN AMRO Bank (Domestic Call Center)• Administration and Maintenance of G3SI.• Administration & maintenance of CMS system.• Basic administration of IVR.• Configuration, Testing and Monitoring, of E1 Links.• Coordination with service providers for E1 links.• Taking Backup of CMS & IVR.• Checking the daily alarms and errors of Definity Switch, CMS and troubleshooting the alarms and errors according to the process.• Coordination with different vendors for related equipments

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  Wipro Infotech Ltd

  • New Delhi Area, India

  • Network Engineer

    • Jan 2005 - Nov 2005
    • New Delhi Area, India

    Wipro Infotech Ltd. (Jan 2005 to Nov 2005)Wipro Infotech Ltd is one of the leading organizations in the field of IT. Worked as Engineer-Network Management (Technical Specialist Avaya) and with Hutchison Essar Telecom Ltd. (Delhi). Job Profile :Project 1: Hutchison Essar Telecom Ltd. (Centralized Domestic Call Center)• Administration and Maintenance of S8710 media Server.• Administration & maintenance of CMS system.• Administration of WITNESS Logger.• Basic administration of IVR (UCS, AIR & MAP40).• Basic administration of RAP CTI.• Configuration, Testing and Monitoring, of E1 Links.• Basic administration of Oracle8i Database.• Handling six different locations based on VOIP & OPS lines.• Taking Backup of CMS & WITNESS.• Checking the daily alarms and errors of Avaya 8710 communication server, CMS and troubleshooting the alarms and errors according to the process.Project 2: Wipro BPO Solutions Ltd (International Call Center)• Providing Technical Support on Avaya’s Definity EPABX (8700 Multivantage), Nice Logger, Call Management System (CMS), Center Vu Supervisor, and taking care of other telecom activities.• Administration and Maintenance of S8700 & G3Si Definity Switch (for International & Domestic processes). • Administration & maintenance of CMS system.• Basic administration of NICE Loggers.• Checking the daily alarms and errors of Avaya 8700 communication server, CMS and troubleshooting the alarms and errors according to process.• Taking Backup of CMS & NICE.• Configuration, Testing and Monitoring, of E1/T1 Links.• Administration & maintenance of Intuity Audix Messaging System. • Worked on VoIP i.e. configuration, administration of IP Media Processor on Avaya Definity and also configuration and administration of IP hardphones (type 4612 IP, 4620 IP & 4630 IP etc.)

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  Spin Telecom Pvt. Ltd.

  • New Delhi Area, India

  • Engineer

    • Jul 2002 - Dec 2004
    • New Delhi Area, India

    Spin Telecom (Pvt) Ltd – Delhi (July 2002 - Jan 2005) The Company is a Business Partner of Avaya Global Connect Limited. The Company is looking after Installation and Maintenance of Digital Voice Switches (Paradigm, Newgen, IOX, IDX and Definity) also providing Technical support for Avaya’s Definity range of Voice switches and call center solution on behalf of Avaya Global Connect Limited. Our major clients are Amex Gurgaon, Wipro Spectramind Okhla. Job Profile Engineer (Service) :Project 1: - Wipro Spetramind Okhla• Providing Technical Support on Avaya’s Definity EPABX (8700 Multivantage), Nice Logger, Call Management System (CMS), Center Vu Supervisor, and taking care of other telecom activities on behalf of Avaya Global Connect Limited.• Administration and Maintenance of S8700 & G3Si Definity Switch (for IPLC & Domestic). • Administration of CMS system & Report generation.• Basic administration of NICE Logger.• Checking the daily alarms and errors of Avaya 8700 communication server, CMS and troubleshooting the alarms and errors according to process.• Configuration, Testing and Monitoring, of E1/T1 Links.• Administration of Intuity Audix Messaging System. • Installation & configuration of Nice logger client.Project 2 : Field Services• Installation and Maintenance of Digital Voice Switches (Paradigm, Newgen, IOX, IDX) up to 3000 ports.• Installation and Maintenance of Tata’s Orator voice mail system.• Configurations of E & M lines in EPABX Systems with Cisco routers• Scheduling of Various Applications like Voice mail, Call Billing Software & 2 MB Leased line. • Providing technical support for software upgrades.