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IT/Network Data and Voice Engineer

Calgary, Alberta, Canada
October 12, 2016

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Mudassir Ather

***-* ****** ***** *** NE Calgary T3J 0S2 Alberta Canada

Email: Voice: +1-587-***-**** LinkedIn:


Avaya certified (Support Specialist, Communication Manager administration & troubleshooting)

Avaya certified (Implementation Specialist, Communication Manager & CM Messaging)

Excellent client handling and incident troubleshooting skills for high level VOIP issues

Distinct ability to perform logical analysis of a given network scenario

Experienced working with Trouble Ticketing systems (Siebel & Remedy)

Ability to work both independently and in a team-oriented, collaborative environment

Customer empathy and focus, communicate to and work with clients and co-workers

Effectively prioritize and execute tasks and can adapt to shifting priorities in the daily workload

Sound interpersonal skills; highly proficient in English WORK EXPERIENCE

Avaya (Converge Voice Backbone Engineer) Jan 2014 to Present Calgary, Canada

Working in Avaya as a Tier 3 Converge Voice Backbone Engineer for the North American Region team

Provides solutions to a diverse range of complex & integrated IP networking & VOIP issues

Responsible for providing Root Cause Analysis to clients for Network outages and problem investigations

Performs troubleshooting for all types of Avaya Telephones (96XX, 46XX, 6XXX, 2XXX, 16XX)

Develop, document and communicate Avaya knowledge base best practices for customers and business partners

Consult and coordinate with SME, software development teams and field techs

In-depth knowledge for the resolution of VOIP issues for all PBX (CM) versions of Avaya Aura Communication Manager(CM3,CM4,CM5.2.X,CM6.0,CM6.1,CM6.2,CM6.3,CM7.0),S8700 Server, S8800 Server,S8500 Server, S8300 Server, Media Gateways (G450,G650,G350)

Working knowledge of Avaya Aura System Platform, Utility Server, Session Manager, System Manager, IP Office, One X Communicator, One X Agent, CS 1000, Call Pilot, CM Messaging, Scopia, Cabinets, Avaya SAL, Meeting Exchange bridge, SIP, H323, ISDN, 3rd party vendor

(Verint),3rd party Vendor Nice, AES

Experienced working on Siebel ticketing system for client service requests

Providing Hardware and Software (Patch fixes, Patch upgrades, firmware upgrades) support

Mentoring and assisting junior team members and clients on Avaya Communication Manager’s operation and support subjects

Highly expertise in analyzing and setting Port mirror, Packet capture traces, Signaling traces, network traces

Wateen Telecom (Network Specialist ) Jan 2009 to Dec 2011 Karachi, Pakistan

Worked as a Network Specialist to provide Provisioning, Maintenance, deployment and troubleshooting for VOIP Telephony system and Data Network Switches

Responsible to develop transport for Deployment of Telephony system and Network topologies

In depth knowledge for Cisco Managed PBX, Hosted PBX, Cisco UCM 3600, Cisco Call Manager

Developed Hands on Experience for Cisco 881 Routers, Cisco switches, Alcatel MPLS Switches

Developed Queue setup of phones for deployment

Worked on Avaya /Cisco telephony system and Data Network Cisco Switches

(2000,3000,4000,9000, Nexus) for installation, configuration and after installation troubleshooting for ongoing issues

Experienced in Routing and Switching Protocols (BGP,OSPF, IPv4, IPv6, RIP, EIGRP, MPLS, QoS, IPv4 Multicast, IPv6 Multicast,, Ethernet (10GE/1GE/FE), POS, Frame Relay, 802.1q

Experienced in troubleshooting of Telecom and Network devices with installation of Fiber optic cable infrastructure


Dalhousie University, Canada Jan 2012 - Dec2013

Masters of Engineering (Internetworking)

NED University, Pakistan Jan 2005 – Dec 2008

Bachelor of Engineering (Electrical)


Avaya Client Choice Award Feb & Oct 2015

Received Avaya Client Choice Award 3 times for an outstanding service experience for 3 different clients from President and CEO of Avaya

Appreciation and Recognition Award from HR department Apr 2015 Received Appreciation and recognition award for an outstanding performance from Program Manager

(Internal HR)

Avaya "Above and Beyond the Call of Duty" Award Sep 2015 Received Avaya "Above and Beyond the Call of Duty "Award for an outstanding performance from Director of Avaya

Avaya Voice of Client Choice Award Mar, Jun & Sep 2015 Received Avaya Voice of Client Choice award for an outstanding performance from Vice President of Avaya


CM MST (Message Sequence Trace) 2 Mar 2015

CM MST (Message Sequence Trace) 1 Dec 2014

CM Networking Oct 2014

CM Architecture and Features Sep 2014

CM Survivability Jun 2014

CM Overview Administration and Maintenance May 2014

CM Logs and Tools Feb 2014


CCNA (Cisco Certified Network Associate)

Avaya Certified Support Specialist CM and CM Messaging Embedded Maintenance & Troubleshooting

Avaya Certified Support Specialist Communication Manager Administration

Avaya Certified Implementation Specialist Communication Manager & CM Messaging

Avaya Aura CM Embedded Support Theory (5U00060E_TH)

Avaya Aura CM Administration Theory (5U00051E_TH)

Avaya Aura CM Embedded Support Practice (5U00060E_LAB) REFERENCES

References will be furnished upon request

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