5 years Avaya VOIP Experienced
Resume:
ROHAN KALE
New Jersey *****
********@*****.***
Master of Science, Management Information Systems May 2016
University of Houston-Clear Lake, Houston
Bachelor of Engineering in Electronics & Telecommunications December 2008
University of Mumbai
Certifications/Trainings
Current Valid CCNA Certification (640-802) Cisco ID number is CSCO12799161, Microsoft 74-343 certified (Managing Projects with Microsoft Project 2013), attended training on Avaya CM Installation and Configuration of Media Gateways, Media Server by vendor AGC Networks.
Tools & Technical skills
Hands on Avaya Site Administrator, Media Gateways, Media Servers, AES, Modular Messaging Voice mails, CMS reports, IVR, Audix, Wire shark, Solar Winds, Call Recording software like Nice call logger, KnoahSoft logger, Cisco 2650, 2651, 6500 Routers, TFTP, FTP, TCP/IP, IP-Subnetting, SIP trunks, VOIP systems, Dialers, CTI, Call Billing Recording Software Telesoft, Java JDBC implementation, Basic Oracle 11g SQL/PLSQL, Microsoft Visio & Excel, SharePoint, Net Beans, Visual Studio SQL Tools (BI) for Data warehousing, SQL Server management tool, Knowledge of Avaya orchestration designer.
Projects:
1) Web based Job portal (Java): It was course project having HR and applicant logins using MySql database on phpMyAdmin tool, Java and JSF framework and Net Beans.
HR features: Able to post jobs, view list of applicants applied for job, select or reject an applicant.
Applicant features: View list of Job postings, apply a job by filling detailed form and submit application, withdraw submitted application, view status of application for applied job position.
2) Email Systems (Java): It was individual project to create complete email system that allows to create new email accounts, login into emails accounts, compose, receive, reply the emails using java, MySql database on phpMyAdmin tool, Java and JSF framework and Net Beans.
3) Puma shoes strategic sales reports: Generating strategic Sales data using Data warehousing and OLAP techniques. I was team lead of team of four people. Project focused on the sales of Puma shoes, it consists of below tasks:
a) Collecting the raw data and transformation for developing Relational database
b) Developing OLAP Cube to generate the Strategic reports based on the brand of shoes purchased to customer details, Location of Store, Date and Time respectively.
Tools: Microsoft Access, Microsoft SQL Server 2012, SQL Tools in Visual Studio.
Professional Experience:
Having 5 Years Experience in Avaya VoIP Network Domain.
University of Houston-Clear Lake January 2016 – May 2016
Graduate Teaching Assistance
Assist 75 graduate students to understand the concept of IP-Subnetting, Cisco IP Routing & Switching, ACL, NAT and usage of Cisco Packet tracer software.
Help students to understand the steps to perform the Cisco router and switch network experiments assigned by professor
Grade student’s computer network experiments on Cisco packet tracer simulator using criteria defined by professor.
Prepare materials for exams and assisting the professor.
Eclerx Services Pvt. Ltd March 2012 – June 2014
Senior Analyst
Work on devices like Avaya G430, 450,650 Media Gateway and S8730, S8800 Avaya Media servers with hands on Communication Manager 5.2.1 & 6.
Perform telephone moves, adds, and change (MAC) work when user raises the service request tickets on the company’s voice helpdesk portal and close them within SLA.
Generating weekly reports of completed, pending, open service desks ticket and send to the reporting manager.
Creating Voice and Data network diagram using Microsoft Visio.
Perform switch programming within Avaya Communication Manager for Call Routing of incoming and outgoing calls on the PRI’s using Vector, VDN and Automatic Call Distribution (ACD), adding/deleting new voice mail boxes, adding/deleting new Extension/Polycom Conference Phones.
Training users on telephone instruments, telephone features and the Modular Messaging voice mail systems.
Guiding the newly join employees in our team and ensure that they perform daily tasks successfully.
Installing DS1 Cards and configuring E1, T1, SIP Trunks & Signaling groups
Configure SIP trunks and tie trunks.
Successfully analyzed existing 2000 extensions list in systems and remove unused extra licenses to accommodate current available extension licenses. Monitoring new extension requirement to suggest management to buy more licenses from vendor.
Successfully worked in teams to implementing new Avaya media server, gateways, 1608 IP Phones for new sites connected to existing Avaya server networks and IP Phones, conference Polycom’s for 700 employees.
Modifying routes of the international calls from appropriate service provider PRI providing cheap rates. Thus to decrease the over usage cost of the PRI’s.
Ensure uptime of Avaya, Polycom, International Video Conference devices, and prepare detailed MIS report from Voice perspective on monthly basis as required by managers.
Transcontinental-e-Services Pvt. Ltd. (Subsidiary of Jetairways) March 2011 – March 2012
Telecom Executive (Avaya Call Center, related network switches)
Maintain 100% uptime of the Avaya and related network devices used for 24hr Jet-airways call center.
Work on Avaya G650 Cabinets, S8710 Media servers, Communication Manger CM 5.2.1, Call management server CMS, Voice call recording software Nice perform 3.5, Extreme network switches.
Successfully coordinated with Network engineer to get port mirrored on Extreme switches, for installation new Nice perform call logger and testing with vendor (AGC Networks).
Knowledge transfer about Nice Call logger reports center and tools to Quality team.
Taking daily reports of call centre agents such as Login/Logout, Aux, Agent group reports, VDN reports, Trunk reports, Vector Reports etc.
Done the upgradation of CLAN, Ipserver-interface & Media-Processor cards.
Make changes in call vectors as per the need of operations and maintaining the call flows in Microsoft PowerPoint and Visio.
Upload announcements on VAL cards and put them in audio groups and take back ups of the same on regular basis.
Worked on Aspect & Avhan IVR System used as payment gateway for issuing flight tickets for Jet airways Passengers.
Work on the call billing software, i.e., Telesoft and taking daily reports
Work on Extreme switches, Cisco Routers & Switches.
Take Back-ups of Cisco Routers & Switches and Extreme Switches
Take CMS backups and retrieving the same as and when required.
Create new VDN’s, Vectors, Login-ID’s, extensions, trunks, DID’s, Authcodes, etc on Avaya site administration.
Co-ordination and Implementations with Local service providers for link termination and new ISDN PRI setup and configuration & installation of Modems.
Work on Nice Perform 3.5 call logger to successfully trace the nuisance caller and blocking those numbers on the Avaya system, as suggested by operations supervisor.
Install DS1, MEDPRO, CLAN, Analog phones card in Avaya G650 cabinet for new PRI lines and analog phones.
Add new call vectors, VDNs and making changes for routing incoming call center calls and Dial-Plans as required by each call center operations.
Upload Announcements in VAL Cards and put them in Audio groups.
Perform daily tasks like creating new VDN’s, vectors, agent-ids, extensions and authcodes in Avaya Site Administrator, sent agent wise call reports to Quality & operations teams using CMS, daily servers backup and maintain all telecom inventory.
I-Source Info Systems Private Limited August 2009 - February 2011
Telecom Engineer (Avaya Office & Call Center)
Configure, troubleshoot & monitor Media server S8500 and S8800, S8300, Media-Gateways G450 and G650, Avaya Intuity Audix LX voicemail system, CMS R16, Digital, 4610SW IP phone and IP soft phones, Analog phones, Extreme network switches, Epicenter monitoring tool.
Create Voice mails for new extensions, maintain its daily backup and ensure uptime.
Configure of Hunt-Group/Skills, Trunks, VDN, Vectors and Extreme switches
Uploading of announcements in Media-Gateways G450.
Administration of call center agents using CMS R16.
Administration and Maintaining KnoahSoft Logger.
Setup new campaigns daily on the Avaya outbound dialer.
Maintain Avaya Application Enable Services AES 5.2.1
Maintain and extracting Reports for Billing from CDR Telesoft Software.
Coordinate with voice PRI service providers like Reliance, Tata to resolve network related issue.
Languages Known: English, Marathi, and Hindi.
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