Experience as SENIOR SUPPORT CONSULTANT

• Employer

  VODAFONE GLOBAL SERVICES

• From

  01 April 2014

• To

  01 August 2018

• Detail

  • Configuration and managing faults related to IP phones, Extension Mobility, Hunt group, Route pattern
  • Troubleshooting user reported IP telephony, Voice mail, and VoIP phone issues.
  • Excellent understanding of Global Telecoms infrastructure including 24 x7 x 365 environment.
  • Troubleshooting basic issues on witness voice logger
  • Carrying out pre and post health checks on Witness voice logger
  • Responsible for coordinating with vendors in replacing hardware failure observed in the servers
  • Able to communicate at appropriate levels of target audience on both Technical & non-Technical (including process activities).
  • Training the new joiners on the Vodafone Unified Communication tools, Systems & Process
  • Responsible in updating of daily incident handled in to the incident management tool.
  • Strong understanding of ITIL (incident, request and change management) process.
  • Liaised with different entities to get complex changes implemented, on time and right first time
  • Handled the escalation process when required to get the change done within SLA.
  • Having skills to lead MIM (major incident) bridges and provide timely update to stakeholders
  • Managed cases, requests and enhancements using online tools, ticketing system and customer service processes
  • Ensured that customer systems are fully operational, and any loss of service is restored in a timely and efficient manner
  • Provided highest level of customer service to our customers while adhering to our strict SLAs for response and restoration times
  • Creating productive relationships between key stakeholders

Experience as VOICE CONSULTANT

• Employer

  CABLE& WIRELESS

• From

  01 October 2010

• To

  31 March 2014

• Detail

  • To provide 24*7 support for our fortune clients having Cisco UC mega-clusters around the world.
  • Configuration and managing faults related to IP phones, Extension Mobility, Hunt group, Route pattern
  • Troubleshooting user reported IP telephony, Voice mail, and VoIP phone issues.
  • Working on IPCC and IPT projects for new and existing clients
  • Configuring and troubleshooting all types of Cisco Phones, CAD, Skill-Group, Agent / Supervisor,
  • IP Communicator, Device mobility, Mobility Connect, Voicemail, Hunt-Group etc.,
  • Configuring Cisco Call Manager features and services.
  • Managing & Troubleshooting of Cisco Unity Connection Servers.
  • Hands on experience in CUCM version 4.x, 5.x, 6.x, 7.x,8.x
  

Experience as Network consultation Engineer

• Employer

  SERVION GLOBAL SERVICES

• From

  01 June 2009

• To

  01 September 2010

• Detail

  • Provided 1st level support to end-users in troubleshooting, resolving desktop PC problems (Hardware, software and application) and related peripherals
  • Responsible for voice gateway configurations for new Process, new PRI’s etc.
  • Responsible for solving the issue at IPCC Enterprise environment.
  • Creation of Campaigns for new teams and training to process heads and solving customer queries
  • Taking backup of ICM, Call Manager and Voice Gateways on daily basis during non-working hours.