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Afsar Alunkal, Senior Software Engineer-Global Voice support (Level E)

Afsar Alunkal

Senior Software Engineer-Global Voice support (Level E)·Accenture Services Pvt Ltd

United Arab Emirates

Master's degree, Telecommunication and Network Management

Work experience

Total years of experience: 5 years, 5 months

Senior Software Engineer-Global Voice support (Level E)

January 2011 - March 2011

Accenture Services Pvt Ltd

India

January 2011 - March 2011

- To provide regular and end to end support for IP telephony which includes CAD, CSD, CIM, TAP, NICE, Web view, Web board reporting etc. Vendor management in terms of deliverables service.
- To manage the upcoming projects/assignments for IPCC platform. Support for the enhancement of current setup.
- Administration & service management of Cisco voice networking, giving support to 9 international location and more than 74 client projects.
- Responsibility for problem management, Incident management & change management to provide better service to infrastructure outsourcing.
- Work on the part of voice-network planning, call flow design, build configuration on the platform, test, and deployment activities and strong in documentation.
- Administration, maintenance of Cisco interaction manager, CAD, CSD, chat, email and voice.

Company industry:
IT Services
Job role:
Information Technology

NetWork Voice Administrator

January 2008 - December 2010

iSolutions Global

India

January 2008 - December 2010

- Responsible for designing, deployment and support of VoIP network.
- Troubleshoot and solved customer ticket requests such as dialing/routing issues, name/extensions changes, voicemail password resets, and CCM user issues.
- Used BAT to insert phones/users and to update lines. Used BAT tool to import/export users and phones.
- Migration and Implementations from Legacy Networks to VOIP Network.
- Deployment and management of Cisco unified call manager administration 4.X and 5.X.
- Multisite centralized call deployment with SRST.
- Configuring Gateways with MGCP, H.323, SCCP, SIP Protocols on 3845, 3245, 2851, 2811, etc. Platforms.
- Configure Unified Messaging and Cisco Unity System.
- Generate Call Details Record (CDR).
- Creating and Implementing Dial Plans.
- Creating and Implementing Partitions, Calling Search Spaces and add these to Route Patterns.
- Creating Route Group, Route List and Route Pattern.
- Troubleshooting the outbound calls in Gateways.
- Liaise with other departments to facilitate the different projects and requirements.
- Responsible for the implementation and maintenance of all voice and data telecommunications networks, equipment and facilities.
- Deployment and management of Cisco unified call manager & administration of 4.X and 5.X Versions.
- Configuration of Cisco Routers Platform: 3800, 2800, 3640, 2600, MCS 7825.
- Configurations of Voice messaging server.
- Deployment of Cisco IP Phones Series: 794X, 796X, 797X, etc.
- Installation, Management and Monitoring of call manager cluster.
- Configuring class of service and Call admission control.
- Configuring call manger features and services.
- Configuration of call signaling protocols on Voice Gateways H.323, MGCP, SCCP, SIP
- Configuration of Voice Gateways, Gatekeepers, intercluster trunks and SRST.
Configuration and Installation of Voice Interfaces like E1 & T1 Lines (CAS and PRI), BRI, FXS, and FXO.
- Management and configuration of traditional telephony system (PBAX, Key System).

Company industry:
IT Services
Job role:
Information Technology

Team Leader

April 2005 - May 2007

Hutchison Essar (Eben Telecom Pvt Ltd)

India

April 2005 - May 2007

- End to End call management of Avaya Supervisor Console.
- Call auditing on daily basis to ensure quality and flashing the report on performance and taking necessary actions if needed to achieve 100% quality.
- Monitoring Service Level and call flow immediate action to bring under control if necessary.
- Preparing daily and Monthly reports (MIS).
- Inbound call center executive handling maximum 150 calls per day related to enquiry, request and complaint.
- Query resolution through inter department co-ordination.
- Handling escalated calls from the agents and ensuring close looping.

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Education

National Institute of Management

May 2010

May 2010

Master's degree, Telecommunication and Network Management

India

Akhil Bharatiya Shiksha Sansthan

July 2007

July 2007

Bachelor's degree,

India

Skills

Installation
Expert
Installation
Expert
Administration
Expert
Administration
Expert
IP
Expert
IP
Expert
VoIP
Expert
VoIP
Expert
Messaging
Expert
Messaging
Expert
CIsco
Expert
CIsco
Expert
MS Office
Expert
MS Office
Expert
Installation
Expert
Installation
Expert
Administration
Expert
Administration
Expert
IP
Expert
IP
Expert
VoIP
Expert
VoIP
Expert
Messaging
Expert
Messaging
Expert

Languages

English
Expert
Hindi
Intermediate
Malayalam
Expert