Ishwarya Jogi
Bangalore
Summary
Having 7 years 4 months of experience in the VoIP domain as an Avaya Engineer, primary areas of expertise are Avaya Communication Manager, Gateways, SM, SMGR, AAMS and One-x. A highly effective communicator and negotiator with great people skills along with strong leadership, problem solving and decision-making abilities.
Overview
10
10
years of professional experience
Work History
App/Cloud Support Specialist
Accenture India
Bangalore
01.2024 - Current
Sr. AVAYA Technical Specialist & SME
Avaya India Private Limited
02.2020 - Current
- Working on alarms form various Avaya UC products like CM, SM, SMGR, One-x, AAMS servers
- Working on priority issues related to outage on customer environment and providing quick resolution
- Working on soft resets & reboots of UC devices remotely on customer requests
- Troubleshooting of platform alarms like – SME, FSY, BKP, Tripwire, WD, Media-gateway alarms (MG down, CMG alarms with various event IDs, Trunk/Trunk board related alarms etc
- And other alarms related to CLAN, MEDPRO, VAL, Power supply etc
- Maintenance and troubleshooting Media-Gateways, PN’s etc
- Handling CMS, CM, SM, SMGR and AES alarms like checking license status and informing renewal team in case if license is going to expiry in 30 60 or in 90days from the server
- Working on various issues on Avaya communication manager and providing reports to higher teams and working with them till closure
- Add/remove stations, trace stations for any reported issues and analyzing dial plan and FACs
- Raising Seibel request if any device is faulty and then sending a technician to customer place from dispatch team to replace the same and giving the remote support
- Working as SME and checking team tickets as per shift and analyzing the troubleshooting steps from the case notes incase if it is wrong guiding the teammates how to troubleshoot before routing the case to higher level
- Working on aged case and reported issues
- Mentoring new resources and on board them to Tier 2 team
- Joining calls with customers like Bank of Montreal ,JCI ,Bank of America ,DB etc to dicuss on process changes and keeping team posted regarding the same on team calls
- Interaction with customer SPOC for best and prompt service delivery
- Conducting training sessions to the whole team on technical aspects on troubleshooting of UC alarms
- Providing suggestions to managers which helps in development of teams gowth & work quality
- Validating the troubleshooting/logs performed by tier 2 Engineer prior escalating to tier 3 team Have experience in ServiceNow ticketing tool and Seibel.
Sr. Avaya Technical Support Engineer
Servion Global Solutions Ltd.
01.2018 - 02.2020
- Provide support for all alarms from various Avaya products
- Attending status review meetings with clients
- Maintenance and troubleshooting of AVAYA Media Servers and gateways including the IPSI, CLAN, MEDPRO Cards
- Performing health checks for Avaya Aura Core Components, Application Enablement services, Avaya Aura Experience Portal, and servers
- Working on issues generated by call recording applications like NICE.
Avaya Technical support Engineer
VIS Networks Pvt. Ltd.
10.2014 - 01.2018
- Maintenance and troubleshooting of AVAYA Media Servers and gateways including the IPSI, CLAN, MEDPRO Cards
- Adding and removing the stations
- Call forwarding and button assignments
- Responsible for daily health check-up of Nortel remote sites
- Sending a daily ticket counts report to manager
- Supporting for remote activities of servers Reboot, Power shut down and taking backups.
Education
Bachelor of Technology - Electronics & Communication Engineering
Alva’s institute of engineering and technology
Mijar Moodbidri01.2014
Intermediate - Science
Carmel Convent College
ModankapHigh School -
S.V.S High School
BantwalSkills
- Avaya Communication Manager
- Avaya System Manager
- Avaya Session Manager
- Media-gateway and Port networks
- Avaya Media server
- Service Now
- Seibel tool
- Avaya One-x Communicator
- Avaya One-x Agent
- Spark Emulator
Technicalknowledge
True, True, True, True, True, True, True, True, True, True, True, True, True
Languages
Kannada
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
App/Cloud Support Specialist
Accenture India
01.2024 - Current
Sr. AVAYA Technical Specialist & SME
Avaya India Private Limited
02.2020 - Current
Sr. Avaya Technical Support Engineer
Servion Global Solutions Ltd.
01.2018 - 02.2020
Avaya Technical support Engineer
VIS Networks Pvt. Ltd.
10.2014 - 01.2018
Bachelor of Technology - Electronics & Communication Engineering
Alva’s institute of engineering and technology
Intermediate - Science
Carmel Convent College
High School -
S.V.S High School
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