Manager Engineer

#****, **** ******** ****** ****

Shiva Ambika Residency, Hyderabad (India)- 500081

Mobile No: +91-992*******, +91-996*******

E-Mail: x0r8cq@r.postjobfree.com, x0r8cq@r.postjobfree.com

Amit Kumar Garg

Career Objective:

Aspire to become a good cooperate citizen maintaining professional and organizational ethics while moving up the organization hierarchy by knowledge, dynamism and strategic understanding of the management.

Professional Certifications:

AVAYA Certificates:

• (ACIS-6002) AVAYA Aura Communication Manager and CM Messaging (R6.0) Implementation

• (ACSS-3100) Avaya Aura® Communication Manager and CM Messaging – Embedded (3100, 3101 and 6002)

• (ACSS-3101) Aura® Session Manager and System Manager Certificate

• AVAYA Professional Design Specialist ( APDS- Unified Communications)

• AVAYA Professional Design Specialist ( APDS- Contact Centers)

• AVAYA Professional Sales Specialist ( APSS- CC)

• AVAYA Professional Sales Specialist ( APSS- UC)

• AVAYA Professional Sales Specialist ( APSS- SME)

• (ACET-200) AVAYA Certified Expert-IP Telephony

• (ACSI-901) AVAYA Certified Specialist in Implementation-IP Telephony

• (ACSI-900) AVAYA Certified Specialist in Design -IP Telephony

• (ACAI-100) AVAYA Certified Associate in Implementation-IP Telephony

• (ACAI-500) AVAYA Certified Associate in Implementation-Call Center

• (ACAC-100) AVAYA Certified Associate in Voice Services Management

• (ACAD-100) AVAYA Certified Associate in Design-IP Telephony

• (ACAC-200) AVAYA Certified Associate in Contact Center Management

CISCO Certificates:

• CISCO Certified Voice Professional (CCVP)

• Cisco Voice over IP (CVOICE)

• Implementing Cisco Unified Communications IP Telephony Part 1 (CIPT1)

• Implementing Cisco Unified Communications IP Telephony Part 2 (CIPT2)

• Troubleshooting Unified Communications (TUC)

• Quality of Service (QOS)

• Cisco Certified Network Associate (CCNA Data)

• Cisco Certified Network Associate (CCNA Voice)

Total Work Experience: 7 Years and 6 Months

Company: - AVAYA India Pvt. Ltd., Hyderabad

Duration: - From May 2008 till Date (From 2-May-08 till 31-Oct-08 for Magna InfoTech Pvt. Ltd. on Deputation in AVAYA and from Nov 2008 onwards AVAYA India Payroll employee)

Current Position: - Customer Support Engineer-II (Senior Management Associate-15SMA)

Project Information Responsibilities:-

Project (Current): Critical Account and Service Engineering-TRS

Role: Technology Manager/Serviceability Manager- Avaya Aura CM 6.2 Release, System Platform, Utility Services 6.2 and HMS400 R3.0, Avaya Aura Presence Services

Duration: From Nov 2010 till date

Roles and Responsibilities:

• Ensure New Products meet GSD Serviceability requirements.

• Act as a Technical SME (especially for serviceability) and assist BB as needed for Beta customers. (If needed, we may have to arrange to attend Beta calls.)

• Ensure GSD is ready to support new products at product launch.

• Installation of System Platform 6.x, Avaya Aura CM 6.x templates and Utility Services

• Upgrade and Migrations from the previous releases (5.x/6.0.1) to Avaya Aura Core 6.2.

• Added responsibilities are hiring engineers for different organizations across Avaya India.

• Installation and Configuration of Avaya Aura Session Manager, System Manager, System Platform and Communication Manager 6.0.1 /6.2 Releases on HP DL360 G7 Servers.

• Backup and Patching on Avaya Aura Core UC products like System Platform, MBT, CM, Utility Services etc.

• Upgrading and Installation of Avaya Media Gateway’s like G700/G450/G350 and P330 Stack Processor, Avaya Media Modules, Circuit Packs etc.

• Working on the Avaya Mentor Project (Creating Technical Video’s on Avaya UC products and publishing them on the YouTube (Public) and Online Mentor.

• Increase Efficiency & Productivity within GSD.

• Improved cross functional and cross organizational relationships.

• Improve communication on new product, skill requirements and trainings.

• Product quality and servicing issues Identified and escalated as required.

• Document Reviews (SRAD, Installation and Troubleshooting etc.).

• Managing tools enhancements to accommodate product release.

• Lab Budget planning for upcoming fiscal year - works to identify equipment & support locations & validates budget.

• Identify potential serviceability gaps (gaps from previous release, standard Services gaps for new project and/or gaps identified by Services teams, plus BRD's and Internal Standards CEC's). Effort will include requesting and collecting input from stakeholders (BB, ADE, CPE, APS etc.).

• Delivered multiple trainings (product training, Knowledge transfer) on Avaya Aura CM 6.0.1/6.2 and Utility Services across the different line of business.

• Knowledge Management (an author of more than 200 KM Articles) and Services Support Plan contributions.

Project: Global Support Services

Role: Converged Backbone Engineer

Duration: From June 2009 to November 2010

Roles and Responsibilities:

As a part of the Global Support services (GSS), “Converged Tier 3” providing support to businesses worldwide. Key responsibility for Customer issue resolution on Avaya converged products like S8800/S87XX/S8500/S8300 and G700/G350/G650/G450 media gateways and Call Mgmt. System. Customer issue resolution involves post sales implementation and post production support.

• Managing Global Customers for Changes and additions in existing setup.

• Configuration, Troubleshooting and Upgradation of AVAYA switches such as S87XX, S85XX, S8400, S83XX, S8800 and necessary components remotely.

• Installation of Media Gateways like G450, G350, G350 and G700.

• Backup up of Communication Manager and Media Gateways etc.

• Patch/Service Packs installation in Communication Manager and other Products.

• Configuration, Troubleshooting and Upgradation of Media gateways G700, G450, G350 etc.

• Troubleshooting ACD, Call Centre and Integrations.

• Installation, Configuration and Upgrade of AVAYA Communication Manager version 3.x, 4.x and 5.x, 6.x.

• Configuration, Troubleshooting of AVAYA Aura Utility Services, System Platform etc.

Project: Global Readiness and Serviceability (GRS) and Problem Management

Role: Business Planning Manager

Duration: From May 2008 to May 2009

Roles and Responsibilities:

Worked as a Team Lead and project coordinator Problem management project for one year and then have been moved to Technical Readiness & Serviceability team as a BPM. In Problem management and TRS our objective is to resolve the underlying root cause of incidents and consequently prevent them from recurring. We are trying to identify the root cause of past incidents and presents proposals for improvement:

• Responsible for the overall project management including preparing project charter, coordinating between teams, work with stakeholders, Document project progress, managing project assistants in their day to day work, perform risk analysis, perform gap analysis and stakeholder engagement

• Proactively identifies trends and potential problem sources. Assists in tracking proactive issues using the PTA (Product Trend Analysis) and CTA (Customer Trend Analysis) tool.

• Receive/ initiate projects which can reduce TTR, Case Count, Labor hours and/or improve customer experience with the product/ process

• Identifies trends and records problems by analyzing incident details on the basis of their priority and then Develops recommendations for problem resolution.

• Provides management information and uses it proactively to prevent the occurrence of incidents and problems in both production and development environments.

• Escalates the analysis and resolution of cross-functional problems to Unit and AVAYA levels.

• Minimize the adverse impact of unavoidable incidents and Diagnosing the root cause of incidents.

• Report Creation/Distribution/ Resolution Coordination.

• Utilizes Excel as the primary tool used for reporting. Utilizes Excel to generate reports in tabular form, perform calculations, and generate charts/graphs.

• Demonstrated ability to coordinate, evaluate, and manage resources for timely and successful project completion.

• Creation of the Knowledge Management (KM) articles.

• Worked on Avaya Online Mentoring project where I am uploading the Avaya technical documents to WiKi pages (By using the WiKi scripting).

• Worked on the Avaya Safeport Projects where I worked with the GSS lab ordering team on closing out projects on a timely manner to avoid carry over for FY11. I was managing this whole key project along with one more team member from US.

Company: WIPRO Ltd. (InfoTech Division), Gurgaon

Duration: - From Aug 2006 to April 2008

Position: - Sr. Engineer Voice-Support

Roles and Responsibilities:

• Worked on AVAYA and NORTEL products.

• Administration and Maintenance of AVAYA S8710/S8720 Media server, S8500 & G650 gateways.

• Administration and monitoring of Nortel IVR MPS-1000 using PeriPhonics Tool.

• Day to day support for IVR application and Oracle DB support for North regions.

• Basic Administration and monitoring of IVRs (AVAYA IR).

• Maintenance of all the Voice equipments ensuring Voice availability to Users.

• Changes in Vectors & VDN according to call center requirement (Call Routing).

• Doing necessary cabling and termination work.

• Inventory management for all Voice related equipments.

• Administration of CMS system & Report generation, Backup etc.

• Configuration, Testing and Monitoring, of E1/T1 Links.

• Addition/deletion of phones/extensions/Agents IDs & Auth Codes.

• Customization/programming of phones/extensions to call center agents.

• Basic administration of RAP Server and Nortel Passport.

• Basic administration & maintenance of Nice Logger.

• Creation of Trunk groups, Coverage paths, Hunt Groups, VDNs.

• Checking the daily alarms and errors of AVAYA communication server, troubleshooting the alarms and errors according to process.

• Management & Monitoring of various splits and analyzing the usage.

• Co-ordination with AVAYA, Servion, Airtel for all voice related issues.

• Configuration of a large number of AVAYA IP Phones.

• Taking the daily Reports of Call data on large scale.

• Using Oracle C.R.M. tool to solve the database issues of North circle.

• Configuration of Avaya Call Center features

• Configuration and troubleshooting of CLANs, Medpro’s, and VAL Boards etc.

Company: - Citigroup Global Services Ltd., New Delhi deputed by CMS Computers Ltd., Delhi

Duration: - From Dec 2005 to Aug 2006

Position:- FMS Engineer-Voice

Roles and Responsibilities:-

• Maintain and manage the AVAYA voice infrastructure.

• Performing according to Departmental Control Functional Checklist (DCFC) provided by company for daily Voice operations.

• Maintaining & Troubleshooting of Avaya S8500 EPABX Switch.

• Installation of Analog & Digital phones through EPABX, and more than 300 direct lines.

• Creating Agent login IDs, Stations, auth codes etc

• Administration and monitoring of Call Billing System (CDR) of Telesoft.

• Maintaining and Configuring and Monitoring the E1 links.

• Configuration DS1/CLAN/Medpro and other Cards.

Company: - American Express Bank Ltd, Gurgaon deputed by PC Solutions Pvt. Ltd., Delhi

Duration: - From Jan 2005 to Aug 2005 (Training during B.Tech 8th Semester)

Position: - Network Engineer Trainee

Responsibilities:-

• Maintaining & Troubleshooting of AVAYA G3r EPABX Switch.

• Installation of Analog & Digital phones through EPABX, and more than 200 direct lines & providing all kind of features and Traffic analysis through EPABX.

• Administration and Report generation from Call Data Recording (C.D.R.).

• Maintaining and Configuring and Monitoring the E1 links.

• Basic administration of CMS system & Report generation, Backup etc.

Technical Summary:-

• Avaya S8300, S8500, S87xx, S8800, HP DL360 Servers, Avaya G3r and G3si Systems

• Avaya Automatic Call Distribution (ACD)

• Avaya Communication Manager 3.x, 5.x releases

• Avaya Aura System Platform, Avaya Aura Communication Manager 6.x release

• Aura Session Manager, Avaya Aura System Manager, Avaya Aura Presence Services

• MBT (Mid-Size Business Template) and other Templates

• AVAYA Call Management System (CMS)

• Avaya Media Gateway (G700/G450/G350/G250, G650 )

• AVAYA IVR (AIR)/IP IVRs and Call Detail Recording Software (CDR)

• Cisco Unified Communication Manager (CUCM)/Cisco Call Manager/CIPT

• Avaya Analog, Digital, IP End points, IP Agents and IP Soft Phones

• Avaya Aura Communication Manager Messaging (CMM)

• Avaya Aura Messaging 6.1

Professional Qualification:

Done B.Tech in Electronics and Instrumentation Engg. From “The Technological Institute of Textiles & Sciences”, Bhiwani (Haryana) in May 2005 with 68.7%.

(Est. 1943, Under Birla Education Trust).

Academic Qualification:

• Passed Ten plus Two (Xii) from P.S.E.B from Govt. Ranbir College, Sangrur (Punjab) with 60.00% marks in June 2000.

• Passed Metric (X) from P.S.E.B from Prem Sabha National High school, Sangrur (Punjab) with 72.8% marks in June 1998.

Software Ability & Tools:

• ‘C’ Language.

• MS-Office & Working Knowledge of Windows 2000, XP.

• Maestro and Siebel Ticketing Tools

• Product Trend Analysis tool (PTA) and Business Objects tool

Training/Development Programmes attended and delivered:

• Delivered multiple KT’s/trainings on Avaya Aura CM 6.0, 6.2 release and Utility Services 6.0, 6.2 releases to different line of business like GPS, APS, AOS, CASE and SD etc.

• Avaya Aura Communication Manager 6.0 AVAYA India Pvt. Ltd., Hyderabad

• Boot Camp-I (5 Days) at AVAYA India Pvt. Ltd., Hyderabad

• Boot Camp-II (10 Days) at AVAYA India Pvt. Ltd., Hyderabad

• Linux Logs training ( 5 Days ) at AVAYA India Pvt. Ltd., Hyderabad

• SIP Level-1/Session Manager training ( 5 Days) at Avaya India Pvt. Ltd, Hyderabad

• IP Soft-clients training (IP Soft-phone, IP Soft-console, One-X Communicator and Agents, AVAYA IP Agents)

• ITILV3 Foundation certification training (2 Days) from QLogy Mgmt. Services Ltd., Pune

• Completed CCVP (Cisco Certified Voice Professional) Certification training (approx 4 months) from NETWORLDZ, Hyderabad

Reorganization and Awards in AVAYA:

• Two Circle of Excellence "You Made a Difference" awards for:

Contribution towards the team was significant in the areas of technical skills & contribution towards KM articles.

Splendid contribution Trend analysis and you have gone above and beyond your normal work responsibility and helped the team in various time critical activities.

• Highest contribution in Avaya Knowledge Management Articles (200+) among all regions (APAC, EMEA, NAR and CALA) and “100 KM” award winner.

• Nominated as FAST TRACK CHAMP of team.

• Selected by Cisco Systems Inc., USA for their “CISCO Learning Network CoLaboratory Program”. The Cisco Exam CoLaboratory project is a program through which you can earn a time extension on your Cisco certification in exchange for your help authoring and reviewing Cisco exam items. Authored 40+ items and received a one year extension on the CCVP certification from Cisco Systems Inc.

• Winner of AGS Circle of Excellence Q2 2011 "Best Performance in a Supporting role" award.

Extra Curricular Activities:

• Won Prize in Circuit Designing in National level ELECTRO EPITOME fest.

• Won prize in science & Electronics quiz contest.

• Participation in various national levels Tech fest in technical and cultural events.

Hobbies:

• Music and Net surfing.

Personal Details:

• D.O.B. : 28th March 1982

• Father's Name : Shri Balwant Rai Garg

• Sex : Male

• Martial Status : Married

• Languages Known : English, Punjabi, Hindi

• Nationality : Indian

Permanent address:

House No. A/133, Guru Nanak Colony,

Sangrur (Punjab)-148001

Phone Number: - +91-941*******

Date: (Amit Kumar Garg)

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