Engineer Manager

SOURABH UDAYSHANKAR JOSHI

PGDM- Operations Management B.E, E&TC

Plot no. RL-146, G block MIDC area, Shahunagar Chinchwad Pune- 411019 Maharashtra - India +91-902******* E-mail: **********@*****.***, ***************@*****.***

Technology Analyst (IT Services, Support and Operations)

Offering 5.6 years of rich and insightful experience in supporting projects across IT, Telecom & Contact Center Domain; seeking a career with a leading organization of development encouraging environment with committed and dedicated people that would challenge and enhance my knowledge, skills and responsibility which will help me to explore myself fully and realize my potential to fulfill the goal of company.

Also, adept at maintaining focus on achieving bottom line results while formulating and implementing advanced technology and business solutions to meet a diversity of needs. Exemplary communication and attention to detail to exceed customer expectations and maintain high levels of client satisfaction.

Skills and Expertise

VOIP- AVAYA

Avaya Support Engineer

Avaya administration

ITIL Service Operations

Team management

IT Service Management

Professional Experience

Technology Analyst August 2018 - Present

Infosys Ltd., Pune- India

Leading a team of 10 engineers to administer an efficient working of a Unified Communications architecture based on AVAYA and CISCO platform and ensuring that all the objectives are achieved.

Service delivery, Quality assurance, Service improvements and Team management are the key areas of work.

Work with team members to identify areas of focus, where various trainings may improve team performance, and improve incident resolution.

Handle client inquiries, escalations and act as the face of the business.

Systems Engineer June 2016 - July 2018

ATOS Global IT Solutions and Services Pvt. Ltd., Pune- India

Hands-on with ITIL Process implementation.

Service and Support of Global Voice Platforms-AVAYA which serves clients of US, UK & APAC.

Administration and maintenance of AVAYA Telephony solutions.

SPOC for all projects based on AVAYA platform.

Responsible for coordinating IT projects with departmental managers and executive team.

Incident management of high severity incidents.

Initiate bridge calls, drive communication and teams to ensure uptime of infrastructure within service levels.

Ensuring noiseless Service Management by driving Service Review, Capacity Management, Availability Management and Change Management.

Coordination with Service Providers, Vendors, Onsite team members for quick resolution of issues.

Onsite Assignment August 2017 - September 2017

Project: 5th Asian Indoor and Martial Arts Games 2017 (AIMAG 2017) on behalf of ATOS Global IT Solutions and Services Pvt. Ltd.

Designation: Fixed Telecom Engineer

Location: Ashgabat, Turkmenistan.

Ensured venue IT deployment and decommissioning in different sports arenas was done according to the implementation plan, IT policies & procedures.

Assisted with training of venue staff, contractors and volunteers.

Monitored all change management functions and ensured compliance to business requirements.

Maintained the IT Equipment database updated.

During games time, managed the venue technology team to ensure all incidents and change requests were fulfilled according to service level agreement and client requirements.

System Support Executive September 2014 - June 2016

I-Source Infosystems Pvt. Ltd., Pune- India

Administration and maintenance of below AVAYA products:

AVAYA Communication Manager (5.2 and 6.0)

AVAYA Session and System Manager

AVAYA CMS R16 user administration.

AVAYA AES.

AVAYA Gateways.

AVAYA OneX Softphone solution.

Verint Impact 360 Call recording solution.

Educational Credentials

Post Graduate Diploma (PGDM) in Operations Management

MIT School of Distance Education, Pune- India

Approved by AICTE, Govt. of India

Approved by University Grants Commission (UGC) Distance learning bureau of India

Bachelor in Electronics and Telecommunication Engineering (B.E., E&TC)

Savitribai Phule Pune University (Formerly University of Pune)

TECHNICAL CERTIFICATIONS

ITIL® Intermediate Service Operations Certification (Certificate Number: 6138334.20716474).

ITIL® V3 Foundation Certification (License No. GR750255311SJ).

AVAYA Certified Solutions Specialist (ACSS-3100); AVAYA Aura Communication Manager Administration exam/certification (Reg. No. 310029107).

Rewards and Recognitions

“Star Performer Award, 2016” by Atos India for the extraordinary efforts demonstrated in the project and contribution towards Managed Services- India.

“Accolade Champagne- Spot Award, 2017” by Atos India for going extra mile, being proactive and extra commitment in completing project assignments.

Personal Details

Key Strengths:

Good Communication skills

Adjustable to any environment

Eminent Teamworker

Fast learner

Languages Known:

Fluent in English, Hindi & Marathi

Hobbies:

Web Browsing

Travelling

Photography

Driving

I hereby declare that the information stated above is true to the best of my knowledge & subject to verification by the concerned authority.

Date :

Place : Pune Sourabh Udayshankar Joshi

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