Avaya Call Center

RESUME

Vishal Bhosale

Mobile No: +91-809*******

Email: **********@*****.***

Objective

To achieve excellence and professional success in the field of Telecommunications and Networking by gaining expertise in planning designing and project management & services puts me in an ideal slot for such career opportunities and make valuable contributions.

Summary

B.Sc. (IT) from Mumbai University with 11+ Years of experience in Telecomm/networking industry on Voice & Video products.

Voice: Installation, Maintenance and Troubleshooting Avaya Systems like Avaya server and Avaya gateways and other Avaya adjunct products like ESS,LSP, AES, Intutity Audix, ININ dialer and CISCO call manager.

Video: Installation, Maintenance and Troubleshooting Polycom video conferencing systems like Polycom HDX 7000, Polycom HDX 9000.

Technical Skills

Skills

●AVAYA CM (5.x, 6.x,7.X series version) with (S8500/S8300/S88XX/S87XX/88XX series servers)

●Avaya System Manager and session Manager (SMGR & SM)

●Avaya session border controller (SBC)

●Avaya voice portal (AVP)- Interactive Voice Response (IVR)

●AEP- Avaya Aura Expérience portal

●Avaya call management system (CMS)

●Avaya Echi server (Database SQL server)

●Avaya IP Telephony

●Application enablement server (AES)- Telephony Integration (CTI)

●NICE logger and Shamictronic logger

●Enterprise survivable server (ESS) and Local survivable server(LSP)

●Avaya Prognosis application and FPM

●Polycom RMX and HDX 7000/9000 – Video conferencing

●Telesoft CDR server

●AAM and Intuity Audix

●CISCO CUCM and cisco Unity server

WORK EXPERIENCE

Current Organization

Atos India

Designation

Team leader

Duration

April - 2017 till now

Team Size

34

Voice Infrastructure:

AVAYA Technology:

●Active involvement with Project Manager in preparing Scope-Of-Work for the assigned project. Should be responsible for technical activities, training requisites and timelines in SOW.

●Responsible for planning, scheduling, conducting and coordinating the technical aspects of projects related to Avaya CM, G650, G450, ESS, LSP Application.

●Installation, maintenance and administration of Avaya CM, AVAYA S8500, S8800 media servers with G650, G450 Media Gateway. Configuration of CMS R16.3, Avaya AES servers with system platform (Version r6.1.2-32-0)

●Handled the projects independently which includes installation of Avaya CM, AVAYA S8500, S8800 media servers, Configuration of CMS 16.3, Avaya AES servers with system platform (Version r6.1.2-32-0),IP telephones, configuration of trunk groups, VDN, Vector, Hunt Groups, route patterns and ACD.

●To provide Level 1/ Level 2 resolution to the problems for all voice related issues Installation and troubleshooting of internal software and various internal process applications & System Issues.

●Handled activity of installation of additional licenses as per new project requirement.

●Join Change Management, Problem Management weekly meetings.

●Keep track of Avaya cards firmware, CM, AES version details in such way that all systems should be on (n-1) version as per organization guidelines.

●To carry out the daily maintenance checks on the systems as per the daily checklist.

●To take the backups of the systems at appropriate frequencies as per the backup policy

●Co-ordination with service provider & vendor for escalations & management of operations issue. Troubleshooting of LAN networking.

AVAYA IVR technology:

1.Maintenance and administration of Avaya voice portal, IVR, Database, text to speech server(TTS) general voice analyst work.

2.Maintaining the space for all servers for the smooth functionality.

3.Alarm and error monitoring on voice portal.

4.To take the backups of the systems at appropriate frequencies as per the backup policy

5.Co-ordination with service provider & vendor for escalations & management of operations issue. Troubleshooting of LAN networking.

6.Deletion of unwanted services or folders or files from database/ IVR server.

7.Check call flow on daily basis, for any issue, troubleshoot with IVR server.

Previous Organization’s Work Experience:

Previous Organization

Eclerx services limited.

Designation

Senior Analyst

Duration

Jan 2013 to Dec 2015

Team Size

22

Previous Organization

Isource Infosystem Private LTD.

Designation

Telecom engineer

Duration

Jan 2012 to 2013

Team Size

Current Organization

AGC networks limited.

Designation

Senior Engineer

Duration

Jan- 2016 to March 2017

Team Size

18

Telecom Support:

Avaya CM:

●Installation, maintenance and administration of AVAYA S8300, S8500, S8700, S8730, S8800 media servers and Audix voice mail system, general voice analyst work.

●Designed and handled the projects independently which includes installation of IP telephones, configuration of trunk groups, VDN, Vector, Hunt Groups, route patterns and ACD.

●Working on voice networking solutions like call routing

●Call management system (CMS), Gateway servers (S8700), Media servers and G450, G650

●To provide Level 1/ Level 2 resolution to the problems for all voice related issues

●Successfully configured voice mail boxes in Audix messaging system.

●Firmware up gradation of IPSI, C-Lan, DS-1, Medpro, Digital, VAL, Analog cards.

●Successfully done the migration of all AVAYA servers.

●To coordinate & help Vendors in new implementation in project.

●To take the backups of the systems at appropriate frequencies as per the backup policy

●Co-ordination with service provider & Troubleshooting of LAN networking.

●Deletion of unwanted services.

●Check recording status every day

●Troubleshooting of floor issue.

●Monitor agent login status.

●Generate Trunk report, call register report, etc.

●Up gradation of dialer software & hardware.

●Creating reports in excel using the fetched data from the data base running query’s as required by the seniors.

●Preparing daily agent productivity report extracting data from the data base.

●Service desk ticket (SDTT) resolving capacity in minimum time.

CALL MANAGEMENT SYSTEM (CMS - SUN Netra on Solaris 8 & Solaris 10 Platform)

• Manage Real-time, Historical and Integrated reports.

• Manage and create login ID's / Splits / Skills.

• Scheduling of CMS maintenance Backup.

• Manage Agent Administration, Call Center Administration, Custom reports, User permissions and Maintenance.

AES (Application Enablement Services):

●Monitoring switch connections.

• Adding devices in CTI for recording.

• Monitoring Alarms.

●CTI link creation between communication manager to application enablement services server.

●Restart TSAPI/CVLAN/DMCC service weekly to work call flow or recording smoothly.

●Deletion of unwanted users from AES.

●Check recording status every day

●Troubleshooting of floor issue if recording is not happening.

●To carry out the daily maintenance checks on the systems as per the daily checklist.

●To take the backups of the systems at appropriate frequencies as per the backup policy

SMGR & SM

System Manager and Session Manager:

●Health Checkup and Maintenance of Avaya System Manager and session Manager.

●Daily checklist which consists of checking of SIP trunk, station registration, backup configuration.

● SIP Trunk monitoring

●To maintain link between CM & Avaya SMGR.

●Maintenance & Health check of SMGR application servers, Session manager.

●AAAD installation and calls testing as per standard.

●Avaya IP SIP phone installation and configuration

●Troubleshooting the applications and phone issues faced by users and resolving.

●Patch up gradation for SMGR.

Avaya call recorder and AVAYA and Shamiktronic call Logger:

● Monitoring voice recording of stations.

● Troubleshooting the problems related to recording.

● Adding, removing the stations in Logger.

●Retrive recording as per customers/ Clients requirement.

Polycom RMX:

●Daily Video conferencing call booking for clients and director.

●Polycom HDX 7000 and HDX 9000 installation

●Polycom devices firmware up gradation for HDX 7000.

●Daily maintenance of Polycom servers and taking Backup.

●Initiate VC calls internally and externally.

●Video conferencing using Polycom RMX devices.

Interactive Intelligence dialer systems (ININ) Dialer:

●Creating Agent in Dialer

●Providing workgroup and Skill as per user requirement.

●Installation of Dialer software to user system.

●Worked for Server maintenance activities.

●Providing Recording to users.

●Configuring ININ Phones.

●Providing call logs from database.

●Resolving Phone related issue.

●Installation & configuration of various ININ dialer applications like Handler, IVR designing, In-businees hour & off-business hour IVR designing, Campaign scheduling, Line Recording, SIP server configuration, daily productivity report configuration maintaining Database in SQL, link failover configuration, recording polices on SAN

●Daily checklist which consists of checking of TFN’s, dialer configuration like VOIP links, Phone configuration, backup of configuration & checking group polices. To maintain link between ININ dialer & Avaya PBX for local blaster campaign service.

●Handler configuration for auto mailer to various DL of operation for customer feedback & daily productivity.

●Attendant application configuration (IN-business hour & out of business hour)

●Configuration of VOIP links & circuit id’s on ININ ACD in co-ordination with service provider.

●Carrying out VOIP link failover testing weekly.

●Trouble shooting day to day issues by pulling call event logs from DB by SQL & event logs of event viewer on ININ application server, for issues like abnormal call drop, call latency, abnormal call routing, Recording retrieving reported by operation using pulling callevent logs from DB, searching missing recording on SAN.

●Installation of various agent based application like Scripter, screen capture on agent systems & Supervisor tools like Business manager for live monitoring, Interaction client for hard dialing with co-ordination from L1 engineers.

●Maintenance & Health check of Dialer application servers, Database servers, SIP servers, Recorder server.

●Maintaining campaign data & status, running different campaign on different mode according to the process requirement, maintaining the pacing ratio for proper utilization of VOIP channels.

●Maintaining inventory of various dialer assets like Polycom SIP phones, licenses. Carrying out Phone firmware upgradation & Patches installation on ININ application, recorder servers and maintenance activities

Shamiktronic and Verint Logger:

● Monitoring voice recording of stations.

● Troubleshooting the problems related to recording.

● Adding, removing the stations in Logger.

AREA OF INTEREST:

Interested to work related with Networking &Telecom.

Interested to work related with Dialer & PBX.

Projects:

●Installation of CM 6.2, 5.2

●Patch up gradation for CM 5.2

●Firmware up gradation of CLAN, VAL, Analog, digital, IPSI board

●Firmware up gradation of Avaya phones like 1608, 4610 phones

●Installation G650, G450 Gateway and FTP Server Installation

●Avaya Prognosis Server installation and configuration

●Avaya Fault and performance manager installation and configuration

●Successfully done the IP change activity of AVAYA devices

●Polycom Video Conferencing Devices Installation & Configuration

●Polycom RMX video conferencing server installation

●L&T Powai project - CM 3.XX to CM 6.XX (CM upgradation)

●SBI bank project – CM 2.XX to CM 6.XX and latest media gateways installation.

●SMGR installation for AT&T

Personal Information:

Name

Vishal Dhananjay Bhosale

Status

Single Male

Date Of Birth

16th November 1989

Languages Known

English, Marathi, Hindi

Hobbies

Surfing Internet, Music.

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