Engineer Manager

In Past **+ I have worked and honed my skills across various Avaya technologies like Avaya Communication Manager, System Manager, Session Manager, Call Management System, AES. I am a Avaya Certified Specialist + NICE Certified (NICE Trading Recorder, NICE COMPASS & Commutation Surveillance & Genesys Contact Center)

Snap Work History

Since Oct 2019 – till date : - HCL Technologies LTD as Associate Consultant.

Working as Subject Matter Expert (SME) to ensure successful VCE(Voice Center of Excellence) launch into production, develop and document daily VCE ops processes.

Review and develop ongoing VCE processes, Identify and describe new VCE process opportunities.

Upgrade of NTR application, Integration of upgrade etc.

Implementation & Integration of Genesys Contact Center with NICE NTR.

Competent delivery of VCE processes Monitoring and management of the VCE tools to ensure consistent and comprehensive support.

Incident and Event management.

Support of Trading floor voice applications, Necter etc.

Competent delivery of VCE processes Monitoring and management of the following VCE tools to ensure consistent and comprehensive support

Management of Voice Trading & Enterprise Voice / Telephony platforms globally across the bank.

Feb 2017 – Oct 2019 : - NICE Interactive Solutions Pvt. Ltd. Pune

as Specialist Technical Support Engineer.

Provide L2+ support to Customers globally on CSS (Communication surveillance and Security) / FMC (Financial Market Compliance) products as part of Nice ASG (Advance Support Group) team.

Hands on experience on installations, configuration and troubleshooting of CSS / FMC products on 1. NTR (Nice Trading Reorder)/NRX (Nice Recording Express), 2. CS (Communication Surveillance, i.e. Real Time speech analytics)

Hands on experience on installation and troubleshooting on all type of resiliency software’s like CSR, 2N/N+1 Satellite, 2N/N+1 CTI.

Hands-on experience on recording methods TDM (Analog/Digital), E1/T1 as well as active and passive VoIP.

Knowledge on the programming commands for Parrot DSC Cards.

Working with NDR/NICE Fusion, Nice trader replay application, Incident Replay Application & PC replay application.

Basis configuration and troubleshooting of Windows Server 2008 and 2012, MS-SQL and MySQL.

Nov 2013 – Jan 2017: - Tech Mahindra Ltd. Pune as System Lead

(Project - Credit Suisse)

Worked on Avaya Voice project for Credit-Suisse.

Administration & maintenance of voice infrastructure of Credit Suisse across the Globe from Avaya CM 3.0 to CM 6.0, Avaya System Manger 6.2, Session Manger, Avaya Unified Communications & Avaya Messaging server.

Trouble Shooting of Avaya Voice Level 2 Calls.

Ensure that service delivery is given to the customer as per the ITIL process.

Co-ordination with vendors and service providers as per requirement.

Handling escalated calls and takes the help of vendors as per requirement.

Coordinate with onsite engineer for Scheduled Power-down/up activity as a part of preventive maintenance.

Leading team of 15+ members, responsible for SLA's in the incident or request handle by team.

Basic Knowledge of Skype for business online.

Worked on Mediation and Edge servers.

Troubleshooting the issues with SFB A/V, Sign in, Conferences, Federation & Enterprise Voice issues.

Providing training to my team to help them build their technical skills.

Key Achievements

Acquired Onsite Knowledge Transition in New York for Network transition of AMERICA Region.

Involved in Credit Suisse Offshore project Transition for EMEA, APAC & America Regions where learned about important aspects of the process such as Project Scope, Customer expectations, Key Deliverables, Milestones, Roles & Responsibilities, Governance, Communication, Escalation Mechanism & Operations.

Worked with Credit Suisse onshore Team as SME, responsible for knowledge transfer to Offshore team and documented process for NOC Voice Operations, Incident Mgmt. & Change management.

Mar 2012 – Oct 2013: - AGC Networks (Project Branttel Networks Canada & Global Connect Australia), Mumbai as Team Leader

Fault and performance management – Worked on various tools such as Alarm Traq system (Canada customers) and Expert system (Australian customers) to diagnose the faults, isolate, troubleshoot and resolve it.

Trouble Shooting of Avaya Voice Level 2 Calls.

Follow-ups with Customers till resolution of Critical/Major/Minor Alarms.

Performing Preventive Maintenance /Audit for Global Connect Australia Customers.

Providing recommendations to GCA Customers like CM Patch upgradation, CM upgradation, Circuit Pack Firmware upgradation, etc.

Planning and implementing quarterly patch management activities for AGC Customers in coordination with RCTS Engineers & End customer such as CLAN, IPSI, DS1,VAL Boards, MEDPRO, etc.

Handling & Mentoring Team of 6 Engineers for smooth Process execution.

Working in close co-ordination with the Account Management Team to understand the client requirement.

Feb 2006 To Feb 2012 AGC Networks through IT Source Technologies Ltd, Mumbai as Senior Telecom Engineer

Overall Systems Administration and Security.

Trouble Shooting of Voice Level 2 Calls.

Planning and implementing quarterly patch management activities onsite in coordination with customer such as CLAN, IPSI, DS1,VAL Boards, MEDPRO, Digital Cards.

Creation of new VDNs/Vectors/Skills as per customer requirement.

IVR cluster patch & Service Pack up gradation.

Follow-ups with Avaya regarding Critical/Major/Minor Alarms & Avaya Tickets.

Responsible for all programming changes involved in MAC & Scheduling Technician to carry out hardware installations at field site.

Programming IPC Turret in Avaya System & co-coordinating with local technician for smooth functioning.

Addition & deletion of Avaya Agent Id in ACD, CMS & Nice loggers.

CMS ADMIN & Maintenance backup.

Basic CMS & NICE troubleshooting.

Academic Qualification:

Certifications: -

ACS - AVAYA Certified Specialist

NTR - NICE Trading Recorder Certification

Bachelor of Commerce from Mumbai University

Year of passing – Mar 2003

Personal Details:

DOB: 16th March 1981

Z3176399 (US Business VISA valid till 2024)

(Mahesh Hande)

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