SAURIN PATEL

(Lead services– Avaya, MS Lync)

E-mail: adcow0@r.postjobfree.com

Mo: +91 – 888-***-**** / Home: +91-079-********

Objective: - To be a part of an organization that encourages self-innovation, that rewards hard work and dedication. I am seeking a new role that effectively utilizes my experience and provides an opportunity for knowledge enhancement and career growth.

Projects: -

IIMA Ahmedabad: -

Deployment of Avaya SBC in HA environment with remote worker and SIP trunk setup

Deployment of Avaya Equinox client for resident users and Office users.

Deployment of Avaya media server and Avaya device services for DSP resources and client auto configuration.

Deployment of Avaya Breeze presence snap-in for providing a presence to Equinox clients.

Deployment of Avaya Exsi servers, SMGR, SM virtual machines.

Fiesta: -

Removal of 200 remote sites G430/G450 gateways and migrating existing traditional PRI line to central SIP trunk setup.

Act as single point of contact for any troubleshooting and design related issues.

Hitachi RO: -

A complete hardware and software upgrade from IP office 406 to IP office 500v1 without affecting the current call center operations. Configured site in offline mode, successfully implemented and migration it within 1 hours of down time.

Professional Experience: -

Company Name

Joining Date

Relieving date

Location

D.P. technologies Pvt Ltd

17/05/2010

24/12/2010

Ahmedabad

AGC networks Ltd &RSI inc

27/12/2010

6/8/2012

Gandhinagar

Orange Business Services

8/8/2012

10/1/2014

Gurgaon

EIT Service Pvt ltd (DXC Technology Ltd) & Magna Infotech Pvt Ltd. (Client: -AVAYA India Ltd)

25/02/2014

18/10/2018

Pune

Wipro Ltd (Client-Abbott laboratories)

25/10/2018

30/04/2019

Pune

Impact Infotech

2/5/2019

Till date

Ahmedabad

Roles and Responsbilies: -

Role: -Regional Technical Specialist: -

Provide a project and service support to all Gujarat clients.

Implemented Avaya Exsi servers (ACP130& ACP120) and Avaya applications OVA file deployment using SDM client.

Recently installed SMGR-SM, Media server, Aura device service and CM on version 8.0

Successfully deployed HA SBC setup for remote workers and SIP trunk setup on Avaya DellR330 servers.

Deployment of Avaya IX workplace soft client using autoconfiguration with the help of AADS device services and provided presence service using Breeze snap-in.

Role: - Tier3 backbone engineer

Providing a support in ACD, CMS, SMGR,IVR and SIP Trunk setup issues. Complete familiarity with Avaya UC & Contact Center platform products.

Worked on Avaya CMS supervisor skill assignment, reporting issues, CMS administration and CMS minor upgrades.

Resolved complex SIP environment issues on Avaya session manager, SMGR, SBC and Skype for business servers.

Coordinated with Technical manager and Tier4 for any custom patch requirement.

Collected Sniffer, Wireshark and MST logs for root cause analysis.

Role: - Implementation Specialist

Analyze and troubleshoot the customer’s technical issues on Avaya and Microsoft Lync 2013.

Providing solutions to the customer by performing design customizations.

Single point of contact for installation and upgrades for existing clients and new customers.

Interact with the solution consultant on regular basis and discuss regarding the upcoming projects, ongoing projects and their issues.

Conduct training sessions for the new users.

Attend daily calls with PM and solution consultant for smoother project execution.

Deploy complex solution as mentioned in LLD and HLD.

Provided Post sale support during ATP and Go-live sessions.

Role: - Account engineer

Managed six concurrent accounts like Barclay’s Bank UK, Manulife, Barclaycard-US, IBM-Conway, DNata, National Water Company.

Setup weekly call with SDM to review new Avaya releases.

Share a new release recommendation of UC and CC products with customers.

Prepare Deployment, Run Book, and Implementation and roll back plans.

Review plans with customer and explain new features and impact on server.

Take necessary approvals and schedule maintenance window for each change.

Followed up with implementation engineer for any issues encountered while performing site readiness and take corrective action before the schedule change.

Lead and co-ordinate post implementation interoperability issues.

Nominated and Received client choice award from Avaya SDM for successfully managing Barclay’s account.

Role: - Service Engineer

Configuration and troubleshooting of Avaya servers like S8700 series, S8500, S8400 and standalone S8300.

Hands on experience on contact center technologies like ACD, Agent ID, Split, Skill, different type of inbound call scenario, AES, CDR, PMS, CMS link connectivity issue

Prepare solution for the customer as per their requirement for Avaya IP office.

Generate BOM (Bill of material) using Avaya ASD tool, Avaya easy quote tool and provide hardware, software, license pricing and discount details to the customer.

Post-sales support including client visit for hardware failure, new call routing requirement, hardware and firmware upgrades, license upgrades to increase scalability and many more.

Presented the company products to clients and showcased drivers and value that supported the business case for the total cost of ownership to the customer.

Helped customer and worked closely with sales team to achieve sales target.

Education:-

B.E Electronics and communication from Ahmedabad institute of technology Gujarat technical university in June – 2009.

H.S.C (Science) from super higher secondary school Gujarat in June-2005.

S.S.C. from M.B. Patel higher secondary school Gujarat in June-2003.

Certificates:-

Avaya certified support specialist on Communication manager and communication messaging application: - ACSS: -3100

Microsoft Lync partner Sonus accredited technical professional: - SATP

Oracle Communication session border controller 7 basic certified implementation specialist.

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