Ayush Cherian Email & Phone Number

Canada

• Provide remote Tier/Level 3 support or Avaya UC clients by troubleshooting, diagnosing, and resolving incidents.(Primary Skill: Avaya Aura Communication Manager (AACM) - Priority: Business Impact).• Work with Core communication systems and associated technologies for all versions and form factors of Avaya Aura Communication Manager (AACM), Avaya Media Gateways (G450, G650, etc.), System Manager (SMGR), Avaya Aura Session Manager (AASM), Avaya Aura Media Servers (AAMS).• Utilize proprietary and industry-standard tools and technologies to monitor, isolate and interpret communications-related network traffic and faults – e.g., WireShark, TraceCM, TraceSM, MST trace, System logs, etc.• Help with Root cause analysis (RCA) for issues such as system interchange or hard down to clients.• Update expired certificates (3rd party or self-signed), and licenses.• Isolate issues related to the failure of telephony features such as announcements, whisper tone, ACD, etc.• Interpret call-routing through various trunks (SIP/PRI/Analog), Vector, VDN, Skills, Variables, ARS Table, hunt group, coverage path, etc.• Work with endpoints [SIP/H.323 hard-phones (Avaya 9608, 9608G, 9611G, 9621G, 9641G,9641GS, J159, J169, J179, J189 IP Phones) or Softphones - Avaya OneX, Communicator, Workplace).• Engage with Avaya Business Partners (like Carousel, ConvergeOne, etc.) and clients over bridge/conference/remote sessions.• Collaborate with internal teams such as SM (Session Manager), AES (Application Enablement Services), CC (Contact Center), SBC (Session Border Controller), etc. to drive an issue to resolution.• Escalate issues to Corruption or Tier 4 for product defects.• Write Knowledge Base articles and participate in knowledge sharing with other members of the team.

• Troubleshooting and providing Tier 2 Level support for ShoreTel/Mitel clients.• Extensive knowledge in installing, configuring, and maintaining Mitel Connect / ST 14.2 PBX, Ingate SBC, Edge-Gateway, and Advanced application integration like Call-recorder, Emergency Notification Application, and many more.• Configure and troubleshoot Mitel Mobility Routers (MMR) and Clients (MMC).• Proficient with IP Telephony protocols like SIP, H.323, MGCP, RTP, RTCP, etc.• Resolve IP phone registration issues involving MGCP, SIP phones, Softphone, Communicator, and other SIP endpoints.• Root cause analysis for system down, upgrade, or backup failure.• Isolate issues related to telephony features not working, ACD, Voice mail server, TAPI, TMS connectivity, voice mail server and call-control.• Proficient with analysis of traces, logs, debugs, and Wireshark packet captures from server and voice switches.• Validate configuration of PRI, SIP, T1/E1, and FXS& FXO trunks.• Validate Linux as well as Windows (2003, 2008-R2, 2012-R2, 2016 and 2019) servers, manage roles and features, IIS web service configuration, correct SSL certificates, and perform registry changes.• Basic experience with virtualization environment in VMware and using FTP tools such as Winscp and Filezilla.• Assist customers with backup , upgrade and migration process along with basic level of data manipulation using MySQL in case of data corruption.• Manage the phone system of the enterprise level customers. Handle escalations and critical service requests as provided by the management.• Write knowledge-based articles and educate colleagues on various issues isolated. Notify/Discuss with TL/Manager/Colleagues on tickets that require assistance and even jump on remote sessions /conferences to expedite the case and drive to ensure consistent customer satisfaction.

• Provide Tier 2 level technical support to the customer. • Troubleshoot service requests related to network voice and data.• Validate configuration of Cisco Voice gateways (2800, 2900, 3800, 3900), Edgewater-BIB.• Troubleshooting SIP call flows (local, long distance, international calling) in IRIS and Wireshark, along with analyzing issues related to voice quality and Fax.• Experience in installing, configuring, and maintaining network equipment, such as routers, switches, and firewalls.• Knowledge of routing protocols, such as OSPF, BGP, and EIGRP, and experience in configuring and optimizing these protocols in a network environment.• Understanding of network security concepts, including firewalls, access control lists (ACLs), and Virtual Private Networks (VPNs), and experience in implementing security measures to protect the network.• Knowledge of switching technologies, such as VLANs, Spanning Tree, and Link Aggregation, and experience in configuring and optimizing these technologies in a network environment.• Experience in working with network equipment vendors, such as Cisco, Juniper, and HP, to maintain and upgrade network equipment.• Handle service requests to validate the router, troubleshoot latency-related issues, and secure port 5060 using ACL to prevent Fraud Calls.