K.Rama Subramanian

• ACIS - 7120 & ACSS - 7220 certified support specialist.

• Responsibilities not only include handling calls and logging tickets but also creating timely Parts/Tech Dispatch when needed for both Avaya and Nortel Customers.

• High focus in customer satisfaction, consistent Service Level Agreement adherence & internal KPI measurement (Productivity / Metrics & Quality for work).

• Involved in deleting extensions from CM server, connecting via PUTTY and TUTTY.

• Involved in resetting the Voicemail password, CMS Password for global clients.

• Experience in health checks on Avaya systems running on Linux environment (ex, CM, SMGR, CMS, AES, AEP, AVP, AMS, WFO, VUS,ACCCM,ACR).

• Good working knowledge on Avaya system and adjuncts such as CM, VM, CMS, WFO etc.

• Able to perform Telecom routine tasks such as managing tickets (requests / incidents), daily reports checklists, backups etc.

• Experience in understanding issues involved in Administration and Maintenance of Voice infrastructure.

• Renewing the Server Certificates on both CM & SMGR and installing licenses from the Avaya PLDS.

• Backing up and rebooting the applications like CM, SMGR and SM and force starting RIG Servers as part of Preventative Services.

• Troubleshooting intermittent Server restarts, Call drops and Network-triggered voice quality issues that require traces to be setup at multiple end-points and deep analysis of all collected traces to come up with resolution plan.

• Working with Service Provider for circuit turn-up activities after troubleshooting at the remote end and other issues associated with the maintenance activity.

• Troubleshooting the Break/Fix issues for Avaya based Analog, Digital, VOIP, SIP phones and on Avaya ONE- X communicator application related issues by taking remote connection through CISCO,WebEx link/MS Teams/Zoom meetings.

• Rebooting Media-Gateways and updating firmware & patch on phones and MG's.

• Administering Avaya Aura System Manager which includes User Management (creating and managing SIP users & Administrators); Managing Elements which primarily includes Session Manager Administration & Routing; managing SIP Entities, configuring SIP firewall and Configuring Services like updating license, Certificate Authority, backing up the data to file servers, validating events, managing Inventory and maintaining replication between the SIP and other applications.

• Maintaining Session Managers and responsible for Data Replication between SM and SMGR; SIP entity monitoring; Capturing Traces and analysing them find the root cause on the issue raised.

• Proficient in ServiceNow and ALERT ticketing systems and applications like Avaya Site Administration, PuTTY and WinSCP.

• Interacting with clients and on-site technicians over phone calls to have a clear overview of more difficult technical issues and resolve the issues at the quickest.

• Escalating the tickets to the next level if the issue isn't resolved or need any further expertise after Level-1 and Level-2 troubleshooting.

• Adept at creating detailed documentation outlining client issue resolution protocols and SLA performance analysis and have proven ability to work independently or as part of a team.

• Served as primary point of contact for support relating to a few solutions and products.

• Explained technical information in clear terms to non-technical individuals to promote better understanding.

• Administering Avaya Aura System Manager which includes User Management (creating and managing SIP users & Administrators); Managing Elements which primarily includes Session Manager Administration & Routing; managing SIP Entities, configuring SIP firewall and Configuring Services like updating license, Certificate Authority, backing up the data to file servers, validating events, managing Inventory and maintaining replication between the SIP and other applications.

• Maintaining Session Managers and responsible for Data Replication between SM and SMGR; SIP entity monitoring; Capturing Traces and analysing them find the root cause on the issue raised.

• Proficient in ServiceNow and ALERT ticketing systems and applications like Avaya Site Administration, PuTTY and WinSCP.

• Interacting with clients and on-site technicians over phone calls to have a clear overview of more difficult technical issues and resolve the issues at the quickest.

• Escalating the tickets to the next level if the issue isn't resolved or need any further expertise after Level-1 and Level-2 troubleshooting.

• Adept at creating detailed documentation outlining client issue resolution protocols and SLA performance analysis and have proven ability to work independently or as part of a team.

• Served as primary point of contact for support relating to a few solutions and products.

• Explained technical information in clear terms to non-technical individuals to promote better understanding.

Customer Focus Team (CFT) is the face of HP Avaya Cloud Services to the managed services customers globally. CFT interacts not only with the customers, also with vendors and other internal stakeholders across the Avaya Client Services (ACS) organization.

• Provide Support including swivel seating into customers & Vendors ticketing systems in a fast paced, dynamic environment, on a 7X24X365 (Swivel Customers include BOSCH, BMW and YFAI)

• Responsibilities not only include handling calls and logging tickets but also creating timely Parts/Tech Dispatch when needed for both Avaya and Nortel Customers.

• High focus in customer satisfaction, consistent Service Level Agreement adherence & internal KPI measurement (Productivity / Metrics & Quality for work)

• Assisted Company professional with all IT related issues

• Provided technical support, including identifying problem incidents with their subsequent resolutions.

• Assisted company personnel with desktop operation, including both hardware and software – Provided employee training and instructions (through presentations) regarding basic operation of software and hardware, technical support and quality standards.

• Administered creation of IT accounts and computer systems and offered support.

• Updated management on a regular basis through reports and presentations and via email,.

• Made use of helpdesk systems to prioritize work-load and update queries and calls.

• Documented and maintained supply of all required inventory.

• Giving process training to the new Joiners.

• Providing service to Clients through calls and Emails.

• Participating in Technical Client call.

• Timely coordination with requestors to provide updates on their requests so, as to meet their expectations.

• Ability to handle any customer smoothly.

• Assigning the cases to vendors to dispatch the phones to customers.

• Creating tickets by using R12, Matrix, Seibel, Service Now application and tracking of Incidents and Service Requests.

• Experience with AVAYA UC and CC Products.

• Experience with Health checks on UC and CC products such as SMGR, CM, VM, CMS, WFO, AES, AEP, BRE, DSS, AADS etc.

• After the health checks we shall do the alarm testing as well based on the customer requirement, I shall be generating test alarms on CM SM SMGR CMS AES.

• Involvement in all Escalation calls to come up with solution to fix issues.

Role Provided L1 & L2 technical support to the largest supermarket in Australia & New Zealand. B2B

• Performed the task of planning, conducting, and supervising information systems assignments.

• Analyzed the requirements for end users and assisted in implementing a recommended approach for enhancement.

• Recommended necessary changes in the methods and procedures of different segments of technical analysis.

• Solved technical problems by applying various by quick resolution

• Reviewed work progress with the senior management team.

• Worked on various application like Service now, APP+, Remedy, citrix,VMware,etc.

Working as a Tier 1 technician.

• Handling the calls and providing the technical support.

• Complete the blended process.

• Use to handle Calls, Chats and Email at a time.

• Communicate with the Sales Team and the Tier 2 officials to resolve the issue.

• If the issue is not yet resolved will take the remote of the computer and fix the issue.

• Handles Detailed structured problems , work requires the exercise of discretion and independent judgement to investigate and resolve the problems or situations.

• Got the appreciation as the top performer of the weak twice.