Team Lead - Operations & Projects
AT&T
مجموع سنوات الخبرة :17 years, 10 أشهر
• Spearheading global teams of Technical Engineers from United States, India, Brazil, Czech Republic to provide Tier-2 CPE and carrier coordination support to global customers 24x7 on products such as Avaya Aura Communication Manager, Avaya Cloud Solutions, Cisco Call Manager and Nortel CS1K
• Extending operational support on timely resolution and customer escalations, providing better customer service for MIPT Avaya and Cisco customer accounts
• Resolving escalation calls and management & vendor meetings; developing Get Well / Service Improvement Plans to meet or exceed customer’s expectations
• Building operational team, hiring and onboarding
• Acting as Technical Manager for planning, execution, monitoring and closeout of multiple infrastructure projects for global clients
• Developing vendor by partnering with 3rd party vendors for major deliverables as procurement, parts replacement and onsite assistance
• Validating technical documents such as network diagrams, network analysis, UAT results, ebond testing, exception signoffs from engineering team
• Facilitating, organizing and conducting regular meetings with stakeholder, key players and leadership to review project progress status, latest updates, roadblocks, milestone completion
Voice Infrastructure Projects, Client: American Express, DuPont, Whirlpool
• Assisted Team Manager to bring new locations under AT&T operational support, migration of existing infrastructure, and so on
• Led, managed and coordinated with internal and external stakeholder in tasks such as:
• Understand the business requirements and gather technical information to meet the objectives
• Coordinate the efforts of team members and third party contractors in order to delivery projects plan as per schedule and requirements
• Review and maintain technical architecture, diagrams and project documentation
• Operational acceptance review to accept or reject for day-2 maintenance support
• Vendor management, Client relationship management responsibilities.
• Well versed with ITIL processes such as Incident Management, Change Management, Problem Management, etc.
• Rendered Subject Matter Expert consultation for administration, configuration, installation and support for IP Telephony and call center application using Avaya Products such as Aura Communication Manager (CM), Media Servers S8xxx, Media Gateways Gxxx and SIP Servers
• Implemented issues between Avaya & third party vendors like Avaya-Microsoft, Avaya-Witness, and Avaya-NICE
• Assisted customers & business partners for:
o Implementation and support of complex call center features like ACDs, hunt groups, VDNs & vectors, announcements and network integration / application issues
o Design, integration and identifying problems with call center peripherals such as Call Management System, Interactive Voice Response, Voice Recording (Genesys, NICE, Witness) and Modular Messaging
• Functioned as:
o Senior Member of Avaya NOC / Network Operations Support Team with work experience in network monitoring for major & minor alarms, isolating faults & network outages, network problem resolution, service restoration and configuration experience in VOIP and IP Networking
• Worked in Converged Network Operation Centre of Nortel’s Enterprise Customer.
• Pro-active troubleshooting of PBX and the network problem.
• Maintaining the MTTR as the customer SLA.
• Co-ordination with different Vendor, Carrier for the problem resolution.
• Working on the Nortel Call server, Signaling server, Call Pilot etc.
• Working on the different alarms of PBX, Call Pilot and Signaling Server.
Working as Sr. Engineer with Microland Ltd. Onsite Team at Exl Service (Noida) for across the centers.
• Responsible for Avaya EPABX Administration and control.
• Configuring and Troubleshooting of Voicemail.
• Managing and troubleshooting of Avaya CMS supervisor.
• Troubleshooting of Avaya IP Agent.
• Configuration of stations and troubleshooting of recording and screen problem related to Verint server.
• Configuration and Troubleshooting of Voice Network.
• Responsible for Backup of CMS, CTI & Audix.
• Managing daily Operational Reports to ensure smooth functioning of the voice network.
• Video conferencing through IP and ISDN Lines.
• As per Incident Ticket or service requested by user provide the resolution.
• Taking active participation in various changes and testing required from time to time.
• Installation of AVAYA IP Phones.
• Monitoring of AVAYA S 8720 Media Server.
• Monitoring of Media Gateway G650.
• Monitoring of Trunks E1 Links.
• Configuring VDN and Vector.
• Administration and Monitoring of Modular Messaging.
• Taking daily report of called data using Telesoft.
• Administration and monitoring of audio conference server EMMC.
• Administration and monitoring of Call Billing System (CDR).
• Providing Video Conferencing through IP and ISDN Lines.
• Providing Bridge for Conference call.
• Managing and Monitoring the WAN Links.
• Regular Checking of Cisco Routers Model 3845.
• Regular Monitoring of Cisco Switches 3750, 2950 and 6509.
• Configuring, Managing and Monitoring of Cisco manageable Switches and Routers.
• Managing daily Operational Reports to ensure smooth functioning of the network.
• Taking active participation in various changes and testing required from time to time.
• Co-ordination with the vendor.