Support Engineer Project Management

Angrez S. Sangherra

Chemin du Creux du Loup *, 1197 Prangins, Vaud, Switzerland

Tel: +41-78-696-****

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

LinkedIn: www.linkedin.com/in/angrez-s-7293561

Nationality - Switzerland (Naturalized 2004) and British (Born in London, UK)

Professional Summary

Dynamic and results-driven Telephony & VoIP Engineer with over 20 years of experience in Avaya, Genesys, Microsoft Teams, VoIP, and SIP-based communication solutions. Adept at integrating enterprise telephony systems, workforce management (Calabrio, NICE, Witness), SBC, IVR, and CTI solutions. Proven expertise in project management (PMP Certified), ITIL processes, and customer engagement management. Hands-on experience leading large-scale telephony migrations and enhancing contact center operations across Switzerland, Europe, and the UK. Certified by Avaya, Cisco, Microsoft, and Genesys. Fluent in English, with professional working proficiency in French and German.

Key Skills & Expertise

• Telephony & VoIP Engineering – Avaya ACD-PBX, SIP, SBC (AudioCodes), SS7/C7

• Microsoft Teams Voice & Collaboration – Planning & configuring network settings

• Genesys CTI & Contact Centers – Implementation & troubleshooting

• IVR & Workforce Management (WFM) – Calabrio, NICE, Witness

• IT Infrastructure & Networks – H.323, RTP, DPNSS, PSTN

• Project Management & ITIL Processes – PMP Certified, bid preparation & delivery

• Customer & Partner Engagement – Vendor collaboration & service delivery

• ERP & Business Applications – Microsoft Dynamics, JIRA Optimization

Certifications

• Avaya – Call Management Systems, Media Gateways, Definity Telephony Systems (As an Avaya Employee)

• Genesys – Basic CTI V5

• Calabrio – QM/WFM (Quality & Workforce Management Systems as a Calabrio Employee)

• Cisco – CCNA, CESO Environmental Sustainability

• Microsoft – MS-900 & MS-700 (Managing Microsoft Teams)

• Project Management – PMP, ITILv3, Zurich University’s BWI Methodology Certificate

• Alcatel – SS7/C7 Media Gateways Signaling Networks (As a Alcatel DSC Corp Employee)

Education

• City & Guilds 2240 Electronics Certificate – Stratford upon Avon Technical College, UK

• City & Guilds 7261 Computer Technologies Certificate – Northeast Worcestershire College, UK

• Secondary Education Ashcroft High School, Luton, Bedfordshire.

• Junior and enfants Rothschilds Grammar School, Acton, London.

Languages

• English – Native

• French – Professional Working

• German – Working Proficiency

• Indian Languages – Understanding from ParentageReferences

Employment History

(Only ten years provided furthermore can be provided on request)Freelancer IT supporter and further educational training Microsoft MS100 & MS700

FE.com - Switzerland

Dates: Dec 2023 – to date

Freelance IT Engineer

Freelance worker via FE.com (Field Engineer) and combined onsite at Lab4Tech and L instructor led training and certs for MS 700 0424 Managing Microsoft Teams and for MS100 Microsoft Teams Administrators

Activeo Sarl Switzerland

Dates: April 2023 – Nov 2023

Customer Engagement Manager

Managed customer relationships, ensuring satisfaction and successful implementation of telecommunication solutions.

Provided strategic guidance and ongoing support to clients to enhance system use and performance.

Worked with clients to understand their needs and develop tailored solutions for optimal business outcomes.

Conducted workshops and training to ensure clients maximized their systems.

Served as the primary contact for customers, managing relationships and ensuring satisfaction with the technical solutions provided.

Collaborated with clients to understand their business needs and designed tailored telephony and network solutions to meet those needs.

Provided ongoing support, delivering training and strategic guidance to optimize system usage and enhance overall system performance.

Developed and maintained long-term relationships with clients, ensuring a high level of service and customer retention.

FE.com - Switzerland

Dates: Oct 2022 – March 2023

Freelance IT Engineer

Freelance worker via FE.com (Field Engineer)

Provided expert-level technical support for telecommunication systems and IT infrastructure for leading companies in the automotive and telecommunications industries.

Worked on-site and remotely, troubleshooting, maintaining, and configuring telephony systems and network hardware.

Supported telephony equipment and network configuration, ensuring minimal downtime and high availability of business-critical systems.

Swiss Interim Management GmbH - Switzerland

Dates: April 2022 – Sept 2022

Avaya Voice systems Engineer

Remote and onsite engineer for business partner India, task to decommission the Avaya voice services platforms at end customer UPC-Sunrise,, Zurich, Remote access to servers and equipment all requested we performed by utilizing the Remedy help desk ticketing system for related issues, General triage mettings with INFOSYS India and the Sunrise management on weekly team to provide progress from each project assignment.

FE.com - Switzerland

Dates: May 2019 – March 2022

Freelance IT Engineer

Freelance worker via FE.com (Field Engineer)

Provided expert-level technical support for telecommunication systems and IT infrastructure for leading companies telecommunications industries.

Calabrio Inc UK/USA

Dates: April 2018 – April 2019

Remote Support Calabrio WFO/WFM Engineer

As a Calabrio remote support engineer level 2, as a SPOC (Single point of contact) for product support related issues to the Calabrio One Workforce Management end customer platforms including assisting with SQL DB issues for on prem or cloud rollouts or currently installed operating platform, for end customer Maersk container shipping. My tasks were to assist with either direct or triage support with T3 to end customers across the EMEA regions whilst be based from home.

Mercedes-Benz CAC AG - Netherlands

Dates: Dec 2016 – Nov 2017

Senior Telephony Engineer Avaya/Genesys

Senior Engineer supporting the Avaya telephony platform and if required Genesys CTI platform for the Mercedes Benz Customer contact centres, also as the CAB meetings member and advisory for ongoing projects at MB worldwide.

Swiss Interim Management GmbH - Switzerland

Dates: Dec 2016 – Nov 2017

Senior Telephony Engineer Avaya/Genesys

Lead Engineer supporting and coordination with external suppliers of UCC voice telephony systems: Avaya CM R.6.3 – working in a back office and clean room environment for an end customer Ratio-Pharma, Ulm, Germany.

GM Vauxhall/Opel Onstar

Dates: May 2014 – May 2015

Senior Telephony Engineer Avaya/Genesys

Based at Vauxhall Cars UK and with travel to support co-location physical IT Servers in Germany, Physical installation of various Telephone and IT servers across OPEL Cars data centres Russelsheim and support of CTI/Telephony at Luton contact centre, Support of Geneva motor show display equipment for in car connectivity to contact centre Luton.

References

Available upon request or via LinkedIn: www.linkedin.com/in/angrez-s-7293561

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