Nithyakumar Gurusamy Email & Phone Number

India

Vishakhapatnam Area, India

Technical Support Escalation  Point of contact for all IP Office and CM Technical escalation In house training to the technical team Working closely with customers on Critical Issues Highest level of Technical support representation on escalation’s Handling critical and chronic issues Managing projects for Avaya product implementation  Projects associated with Pre-sales support  Implemented Tier1 and Tier2 Support model for remote monitoring Was involved in implementing

Chennai Area, India

 Worked with the customer/prospect to identify and understand the business requirements, issues, and critical Business process, future business plans so as to drive a Technical Solution combined with solution of other supporting team. Propose solutions and service offering both at a generic business level as well as for specific business needs of customer/prospect. Assisted in the “project management” -Prepare pre-sales project plan (including requirement definition, solution design, business case, implementation & measurement plan). Project Coordination - Communicate the business requirements to project/ implementation team after completion of sales to ensure a smooth transition from presales to implementation stages, warranting a continuous degree of customer & partner satisfaction. Worked closely in a team comprising of sales, consulting, Value Engineering and the partner community to ensure high quality and effective customer/prospect engagements. Resolved & Smoothened IT Operational issues within the Infrastructure Project Implementation - Managed services and operation support which include coordination and overall monitoring of warehouse storage, Projects involving immediate purchase to resolve needs and handover.

Chennai Area, India

 Implemented effective quality assurance procedures to ensure all technical Telecom services within established levels. Worked and supported company projects as required and meets all expectations for accuracy, completeness, and timely responses. Prepared and maintained documentation, technical reports, and provides follow up status on Technical support activities and tasks assigned. Manage business expectations as it relates to Telecom Support and ensure successful implementation of various projects. Conduct technical systems security audits as per business needs. Provides technical advice, support, and assistance involving the technical support operationResolve problems and issues in an effort to minimize user downtime. Coordination with internal departments and teams to determine user requirements, execute projects, and set service standards. Timely response to all technical service issues including AMC renewals and customer satisfaction inquiries. Responsible for handling customer service issues that were complex and technical in nature that required in-depth diagnosis and resolution.Maintained the highest level of customer satisfaction and adherence.

Dubai, Uae

Responsible for installation & configuration of , Avaya Gateways G430, G450, G650, G700 along with S8300, S8500, S8700 media servers with all series model of phones. AVAYA IP Office EPABX Systems, IPO 406, 412 and 500 and advanced applications like Voicemail Pro, Call Accounting Software, Call Centre Solutions and all Application oriented installations on Avaya IP Office 500, Experience and Working knowledge on Avaya CMS, ACD, VDN (Vectors), Contact Centre and Nortel BCM Series Systems such as BCM 450, 400, 200, 50 along with DECT & WLAN Phones, Unified, Fax and Voice Messaging & Panasonic Based PBX Systems such as TES 824. Design & Implementation of Network Architecture as per customer’s requirement, Administration, Installation, Maintenance, User training and trouble shooting .Sound knowledge on, Installation and Configuration of NORTEL,BCM series(450,400,200,50) Systems, Installation and configuration of NORSTAR MERIDIAN Systems, Cisco gateways and unified Communications.Installation and configuration Panasonic PBX systems like TDA 100,200, TE824/612/308 etc.Avaya Voicemail systems and Pro Server, Avaya One-X Quick Editions Systems.Installing, Configuring Nortel BCM Voice Mail and Nortel Messaging 100/150 For the above Mentioned Systems. VOIP Based and VPN Solutions, SIP/ VOIP Testing.Presales Seminars and Post-sales support to clients. Installation and Configuration of products on video solutions- Polycom and Tandberg.

Chennai Area, India

Timely response to all technical service issues including purchase, renewals and customer satisfaction inquiries. Responsible for handling customer service issues that were complex and technical in nature that, required in-depth diagnosis and resolution.Maintained the highest level of customer satisfaction and adherence.