Jeevan Nikam Email & Phone Number

Mumbai Area, India

This role demands technical leadership for Unified Communication Solution Design & Delivery. Supporting pre-sales and sales team for proposal on Microsoft Lync and Avaya Technology, deliverable are providing LOE, Preparing project timelines, Preparing HLD/LLD, understanding customer SOW, Installation and Migration Plan on Lync 2013 etc. Promoted to Lead design consultant in Mar 2015 for MS Lync project where responsible for design activities like Analysis of Statement of request, Global Dial plan, Topology SRF, HLD, LLD, High level architecture sign off etc. Implemented and demonstrated features of Microsoft Lync 2010 & 2013 in Lab to the clients in different scenarios. Promoted to Lead Avaya operations in Mar 2011 Leading remote voice operations and implementation team for two multinational customers with 30 multi skilled Engineers. Primary goal to follow ITIL Framework and achieve SLA for operations team.  Joined as Sr. Technical Consultant in Nov 2009 Performed Daily verifying aging incident tickets and guidance to the team for next action in terms of technical and process.  Participating in major escalation meetings for Incident call with team member. Providing information on progress of incident and guidance for workaround, Telco Escalation Matrix, Vendor Support, arrangement for onsite field resource etc. Adherence of ITIL framework in Incident, Change and problem Management. Attending weekly Avaya OEM, client call and other vendor service call to discuss on Incident tickets and project activities review.  In term of people management responsible for new resource recruitment, team shift roster, technical training, team certification and individual performance review etc.

Pune Area, India

Responsibilities Avaya Project Delivery & Operations Support Worked in remote Voice PBX Management team as Sr. Voice specialist for Avaya Products. As per customer ticketing tool resolved Incident, Problem and change tickets within their SLA. Participated major escalation calls for Avaya Projects and managed customer and business communication. Responsible for Avaya transformation project, up gradation of Avaya system, technical discussion with customer for new projects. Conducted knowledge sharing session with team members on different products. Successfully performed Incident manager responsibilities. Successfully created knowledge bank for known and major issue.

Hyderabad Area, India

 Primary Responsible for 30 accounts which includes Office Telephony system, Medium size enterprises and large size enterprises.  Resolving customer issues on technical front with in the resolution time given to customers in their SLA’s Primarily handles the product like Avaya S87xx Series servers, Media gateways, Audix, Modular Messaging, CMS, AES, SES Server, Nice Recording solution Responsible for all customer request and new implementation, Quarterly account review, meeting SLA’s, Health checkups, Patch managements, Backups, Upgradation, Arrangements for the onsite engineer training and POC’s for new business. Worked as first point of contact to the customer for Post sales and new requirement.

Mumbai

 Transworks is Aditya Birla Company which is basically have Multi site Avaya Contact centre setup,  Worked as Voice engineer in IT team. Performed daily checklist of all Avaya devices like Avaya S87xx Server, Dialer, Nice 8.9 Recording Solution, Audix and Cisco MGX. Coordination with all business team for their Voice requirements like Phone, Headset, New Setup in PBX, Modification in Existing Avaya setup. Coordination with different vendors like Cabling, Headset provider, AGC,  Responsible for all L1 and L2 Request for voice team in ticketing tool as well as SLA achievement.  Liaison with Different service providers to troubleshoot IPLC and DS3 link related issues also co-ordinating with Different vendors to get the solutions on the Escalated issues.

Mumbai Area, India

 Worked on Payroll of Sitecos and Nexpro Vendor Company for ICICI one Source Site with Microland. Managed ICICI one Source office telephony and Call Centre Setup. Provided First level of support for network device like Cisco 6509, 4507 switches and 7206 Router.  Performed daily administration and maintenance of S8500, Audix, CMS R12, Symon wall board and Recording solution. Created, configured and tested agent ID's, extension, hunt groups, VDN's, trunk groups, etc  Executed regular backups of Avaya CMS and trouble shooting daily issues on these devices.

Mumbai Area, India

 Worked on Reliance land line installation project which includes installation of DLC (Digital Loop Carrier) and BFTB as per Design.  Supervised team who were worked on Optical Fiber and Cat 5 cable routing and termination. Post installation rectification of Fiber cable faults using OTDR/POWER METER testing and Checking of cat 5 cable using cable tester and report submission. Co-ordination and assigning job to each team as per requirements, providing them project training onsite. Communication and Interaction with Vendors for material requirements.

Mumbai Area, India

 Sujay Computers is Hardware vendor for Assembled and branded Computer peripherals.  Was responsible for installation, troubleshooting of Computers System, Operating System and different Application. Provided complete Anti-virus support to various clients of company.

Bachelor Of Engineering (Be), Electronics And Telecommunication

Diploma, Industrial Electronics, First

Ssc