Zahed Khan Email & Phone Number

London, England, United Kingdom

Provide technical support for service restoration, break-fix issues and show subject-matter-expertise on the NICE CXone platform's connectivity and ACD functionality, via phone, online and e-mail. Use advanced expertise (SIP and NICE product knowledge) to collect and effectively analyse logs, traces and packet captures to determine Root Cause. Take full ownership of communication related to the management of troubleshooting efforts internally within NICE and our external partner carriers / vendors. Mentor other colleagues on their communication, troubleshooting, process, product knowledge and case work. Collect useful Knowledge (KCS) content - create, update and review existing Knowledge Base Articles using the KCS methodology. Identify, document and report issues with software, design, reliability and maintenance issues to the relevant internal teams. Gather, validate and document all pertinent details related to Bugs to enable R&D to duplicate, isolate, correct, implement and deliver a resolution. Provide excellent customer service by properly de-escalating issues through expert communication and resource engagement. Develop and maintain consistent and exemplary performance on all KPIs modelling higher-level achievement for Level 1 & 2 TSEs and other peers.

Duties include resolution of customer related service issues, moves, add and changes on Avaya Enterprise & SME Systems/Platforms/Adjuncts including Avaya Aura Contact Centre / Avaya Contact Centre Select and Avaya cloud telephony & Contact Centre platform. Provide administration and Tier 1 support remote and occasional on-site support on Mitel at a key customer account. Provide operational and administration support for mobile phones deployed through O2 and Vodafone including new user activations, SIM swaps and general phone related issues and faults. Monitor technical condition of allocated sites including functionality, best practice and software/hardware versions etc, maintaining ongoing relationship with key contacts at allocated sites, including proactive visits and audits. Provide Tier 2 operational support.

With over 10 years experience in working with Avaya products firstly at Crane Telecom and Westcon Convergence for 7 years and then directly at Avaya itself for 2.5 years, Multiline is the "go-to" company for Avaya SME professional services, including pre and post sales support, implementation, maintenance, consultancy, cabling and remote support.

Creating and delivering high quality content, competitive messaging and promotions in support of marketing programs to increase pipeline driven by program and campaign adoption, in order to achieve Avaya’s SME revenue and margin plans for EMEA. Assist with product launches by support and execution of Product Marketing aspects of a launch to ensure a successful launch. Improve value of the Product Marketing team by collection and dissemination of actionable competitive intelligence in support of marketing programs, campaigns and sales initiatives

Designing, configuring and pricing IP Office solutions and related products according to customer requirements to assist Avaya's channel partners. Providing on-site pre-sales assistance by presenting and demonstrating to prospective customers thus demonstrating business value of Avaya products to end users. Hosting demonstration meetings with high level executives at Avaya Executive Briefing Centre. Providing support, product related training and conducting workshops to train in-house Channel Account Managers and Business Partner sales teams. Assisting with configuration of Avaya demo equipment to make business partners self-sufficient to allow them to do their own presentations and demonstrations.

Designing, configuring and pricing QE, IP Office and Avaya Communications Manager using Avaya Solutions Designer, and all related products to assist Westcon resellers. Providing on-site pre-sales and demonstration/presentation support to Westcon business partner sales teams covering The North, London, Midlands, and South East. Conducting monthly training courses for Westcon business partners at Westcon Training Academy.

Maintaining and installing IP Office, and all related products as part of Crane professional services, covering London, Midlands, and South East. Maintaining LG, NEC and INDeX systems to assist the LG/INDeX and NEC service team in peak work periods. Verification of faults prior to site visit and resolving faults remotely when possible. Providing Technical Support to Crane resellers, colleagues and end-users/ICT Managers on IP Office and related products, assisting the IP Office Technical Support Team when required

Computer Systems Engineering

Activities and Societies: Manchester Universities Pakistan Society Attended First year of B.Eng(Hons) Computer Systems Engineering. Key.

Education record

Education record

Education record