Aparna Vipin
Senior Consultant
Pune
Summary
IT Infrastructure and Support Specialist with 11 years of expertise in Avaya Unified Communications, Contact Center solutions, and IT service management. Proven track record in leading teams, driving IT remediation projects, and delivering enterprise-level UC/CC upgrades and migrations across global clients. Skilled in project leadership, troubleshooting, and ensuring seamless operations for mission-critical environments.
Thorough Senior Consultant professional with competency in developing project and implementation plans. Gifted with strong analytical and project management skills. Successful in meeting new challenges and finding effective solutions.
Professional consultant with track record of providing valuable insights and strategic solutions to diverse clients. Adept at leveraging analytical skills and industry knowledge to drive impactful outcomes. Known for fostering team collaboration and adapting to dynamic environments, ensuring project success and client satisfaction.
Overview
7
7
Certifications
12
12
years of professional experience
Work History
Senior Consultant (Team Lead)
Infosys Ltd.
10.2022 - Current
- Offshore Lead for a 7-member team for Avaya Contact Center solutions across global clients.
- Delivered IT remediation initiatives, RCSA & RBVM compliance, and risk mitigation.
- Performed disaster recovery (DR) activities and monthly patch management.
- Guided UAT testing, call flow development, and daily incident management.
- Managed upgrades of UC/CC products in Avaya environment on day to day basis.
- Implementation on Products in CC environment such as ACRA, CMS, Teleopti and site recorders.
- Introduced IMAG integration on the day to day business tasks.
- Utilized ServiceNow for daily IT operations including Incident Management, Change Management, and Problem Management to ensure streamlined service delivery and minimal disruption.
- Maintained and updated CMDB inventory in ServiceNow, generating and reviewing monthly asset and configuration reports to ensure data accuracy and compliance.
- Provided guidance and training to team members and client stakeholders on ServiceNow best practices, ensuring all implementations align with ITIL standards and organizational policies.
Senior Engineer
Avaya India Pvt. Ltd.
02.2020 - 09.2022
- Managed release/change management for Avaya telecom solutions.
- Implementation for all the CC/UC application.
- Account engineer for various clients across APCS.
- Handling account related upgrades and patches and maintaining the information sheet.
- Handled installation, upgrades, and patch deployments for UC/CC products.
- Ensured SLA adherence and customer satisfaction for APCS clients globally.
- Conducted troubleshooting, firmware upgrades (G430/G450 gateways), and VoIP protocol support.
Senior Technical Support Engineer
Wipro Technologies
03.2017 - 01.2020
- Provided L2 support for Avaya IP Office and Contact Center solutions.
- Configured IVR, voicemail, call routing, and remote worker setups.
- Ensured SLA adherence, supported escalation handling, and implemented LEAN initiatives.
System Engineer
Inspireedge IT Solutions
04.2015 - 03.2017
- Conducted firmware upgrades, event monitoring, and RCA for Avaya servers and gateways.
- Managed system builds, OS upgrades, and ESX server performance monitoring.
Associate Analyst
GlobalLogic (Google Project)
04.2014 - 03.2015
- Content engineer on Google Map project
- Worked on address labeling and POI development using Atlas tool.
Education
B.Tech - Electrical & Electronics Engineering
Raghu Engineering College
01-2012
Skills
Implementation:
Have performed Implementation for all the Avaya UC and CC products Upgrades for 8x and 10x versions
Avaya products majorly for CM, SMGR, SM, AES, AMS, SBC etc
Migration:
Worked on migration for multiple contact center applications such as WFO and WFM
From preparing the consolidated documents and RBAC documents to handing over the application’s monitoring requests to IMAG team I have single handedly worked on the complete migration part
Operations:
Have worked on daily operations in contact center environment
Accomplishments
- Performed lift and shift process for ACRA and Teleopti request to IMAG team in FAB project.
- Best Performer – Year 2025 (Infosys- FAB Project)
- ITIL-aligned Incident/Change/Release Management expertise
Certification
AWS solution Architect certification.
Timeline
Senior Consultant (Team Lead)
Infosys Ltd.
10.2022 - Current
Senior Engineer
Avaya India Pvt. Ltd.
02.2020 - 09.2022
Senior Technical Support Engineer
Wipro Technologies
03.2017 - 01.2020
System Engineer
Inspireedge IT Solutions
04.2015 - 03.2017
Associate Analyst
GlobalLogic (Google Project)
04.2014 - 03.2015
B.Tech - Electrical & Electronics Engineering
Raghu Engineering College