Surendra Pal Email & Phone Number

Pune, Maharashtra, India

Pune, Maharashtra, India

Bangalore Urban, Karnataka, India

 Enhancing team members technical skills by giving trainings.Troubleshooting Avaya related issues. Creating SOPs, which can help to my team and client for smooth execution of processes. Handling the escalations from customer and creating processes to stop the escalations. Taking care of team member concerns and keep them motivated to run the business smoothly. Preparing roster in a way, so that maximum concerns of employees can be fulfilled & shifts can be manageable. Preparing performance report of all team members to check the area of improvements. Setting team members Goals and giving them continuous feedback to improve their performance. Preparing multiple reports for customer to reduce the noise & fake alarms, so that team can give all effort for genuine issues only. SPOC for customer escalations and feedback. Preparing weekly status reports for customer to showcase our weekly status and progress. Preparing Quarterly Business review deck to showcase our positive efforts & to suggest new offerings for client where we can help. Working with team to ease their work & keep them motivated, so that the SLAs will be in green.

Gurgaon, India

 Troubleshooting issues related to Avaya Servers like one way voice, call quality, call landing issues etc. Installation and configuration of Avaya Communication Manager, System Manager/Session Manager & Avaya Media Server. Taking & analyzing traces from CM, SM and SBC server to troubleshoot issues. Worked as Fault management engineer for Avaya communication manager. In which I have to take care of CM alarms proactively. By resolving the alarms and checking the issue by reading the logs. Provided L1 & L2 support on Avaya CM, AACC, ACR, QM and AVP for customer Bharti. Proactive monitoring of AACC, AVP, POM, SM, ACR Managing Users Creation & Deletion, Skill set, CDN Creation & Deletion on AACC and CM.  Troubleshoot production issues. Accepting all Critical/Major/Minor issues with ownership and pushing it towards resolution within the SLA. Auto generated Alarm management. Creation of SLA reports as per business and customer requirement. Handling Operations of RCOM India NOC team. Creation of SOPs for Critical and change management process. Handling Escalations from customer. Creation of IR and RCAs for Critical and Major Issues. Did problem management to reduce the frequent alarms to use the team members potential for valuable work.

Gurgaon, India

Gurgaon, India

? Providing L1 support on Avaya CM, AACC, ACR, QM and AVP for customer Bharti.? Maintaining Users Creation & Deletion, Skill set, CDN Creation & Deletion on AACC and CM.? Troubleshoot production issues.? Accepting all Critical/Major/Minor issues with ownership and pushing it towards resolution within the SLA.? Auto generated Alarm management.? Hands-on for the Operation & Maintenance Avaya Communication Manager, Avaya Contact Center.? Hands-on for the Operation & Maintenance Avaya Session Manager, Avaya Contact Recorder, Avaya Quality monitoring, Avaya Enablement services.? Familiar with Avaya Servers 8300, 8800, Session Manager, System Manager, Gateway G450, G650.? Proactive monitoring of AVP, POM and AACC.? Familiar with Contact centre technology, Call centre call flow etc.? Good knowledge of SIP and H.323 protocols.? Providing support on Avaya Communication Manager, Contact Center for customers Bharti.? Ability to analyze defects and to demonstrate good judgment of assessing severity of issues.? Excellent problem solving, troubleshooting, debugging and analytical skills.

Gurgaon, India

Understand the requirement of Users and took approval for particular request then follow up with teams for implementation..

Noida Area, India

I was in Helpdesk of Canon. I had log the complaint for the users of the Canon products i.e. Printers, Camera etc. and generate the ticket for them and assign it to our Engineers in all India according to the Residence of the customer. And for engineers I had to Close the tickets as per their request and inform them by Phone call or Email.

Bachelor Of Engineering (B.E.), Electronics And Telecommunication, 67

Bachelor of Engineering with Electronics and Telecommunication Branch

B.E, Electronics And Telecom

12Th, Pcm

10Th, All