Working as a Contact center admin, handling & troubleshooting customer escalations and issues

Avaya VoIP Support Engineer worked as UC Tier2 Back Bone Engineer• Worked as UC Tier2 Back Bone Engineer.• Proactive Monitoring, management of Incident Management.• Auto generated Alarm management.• Segregation of Critical/Major/Moderate issues with ownership and transferring it towards resolution within SLA.• Customer escalation handling, feasibility check and providing possible options.• Well experienced in working on tickets queued in and managing team to escalating/resolving the cases within SLA with the help of ServiceNow Tool.• Providing break-fix remote support.• Lead customer accounts as Prime engineer for their ongoing issues.• Contribute significantly to client satisfaction and interface with clients with defined tasks.• Identifying Chronic alarms and escalate them to Tier3/Problem Management Team.• Cover Scheduled outages and activities of the customer.• Customer on demand request live monitoring.• Customer on demand pre and post health checks.• Worked on auto case assignment tickets related to CM, SMGR, SM, Media Server, AVP, Utility, System Platform(DOM, CDOM), Avaya one-X, Equinox Management Server• Worked on Avaya Media Servers: S8300, S87XX and Avaya Common Servers.• Worked on Avaya Media Gateways G430, G450 and Port Networks G650.• Worked on AVAYA IPSI, CLAN, Medpro & DS1.• Working knowledge of LAN/WAN infra networks.

Worked as Avaya VoIP Support Engineer as a part of NOC Team• Proactive Monitoring, management of Incident Management.• Auto generated Alarm management.• Segregation of Critical/Major/Minor issues with ownership and transferring it towards resolution within SLA.• Well experienced in working on tickets queued in and managing team to escalating/resolving the cases within SLA with the help of Alert Tool.• Monitoring alarms with the help of ConvergeOne Vision Tool & working on tickets related to CM, SMGR, SM, SBC, AES, IP-Office, NICE, UPS.• Quality Audits over different category of Incidents.

Worked as Telecom Engineer(AVAYA VoIP-L1 Support) Onsite Resident Engineer