MOULITHARAN BALASUBRAMANIAN
Chennai
Summary
A passionate, proactive learner, dedicated team player and self-motivated support engineer who works with Avaya Technology and resolve issues in a dynamic environment. Possessing a proven ability to administer and control the operation, configuration and maintenance.
Overview
4
4
years of professional experience
Work History
Tech Lead
Hanover Insurance
12.2019
- Ticket Handling & resolution of tickets for their data & voice related issues logged by users for the calls through Service now applications
- Managing and monitoring media gateways, Avaya servers (CMS, AAM, SM, AES), PRI's and coordinating with different service providers
- Troubleshooting Avaya one-X agent issues
- Managing NICE IEX, Symon Desk view, Nuance Speech attendant and Verint call recording
- Creating new hires and updating the records
- Supporting and implementing new projects
- Handing Field office move request
- Handling monthly review meeting with vendors.
Support Engineer
GIT Telecom Operations
02.2017 - 12.2019
- Ticket Handling & resolution of tickets for their data & voice related issues logged by users for the calls through BMC REMEDY applications
- Knowledge of various Avaya Media Gateways (G650, G450) and Gatekeepers (S8300, S85000, S8700, S8730) of different series and responsible for managing and monitoring media gateways, call Servers E1/T1s, coordinating with different service providers like TATA, Reliance, Airtel, ATT, Verizon and BT(British Telecom) across the world
- Knowledge of configuring SBC, SM, SIP Trunk (between two different nodes) and troubleshooting it
- Managing and configuring PRI trunks, Vectors, VDN, Hunt Group, Call Pick up Group, Bridging calls as per the Customers' requirements post approval
- Troubleshooting IVR (Interactive Voice Response) issues
- Worked on IPSI, CLAN, Voicemail System, and CMS
- Managing Trunk Group, Hunt Group, CDR (Call Detail Record), Skills configured for Agents whoever getting calls from Card Members all around
- Configuring and Troubleshooting CMS application (16.3) and taking Backup of CMS Servers (both Primary and Secondary on daily basis) by changing tapes
- Configuring and troubleshooting problems related with Analog, Digital as well as IP Phones (Like DHCP, VLAN, Discovery, etc
- Issues)
- Monitoring CDR status (whether backup is in Progress or not) and Alarms in PBX
- Good knowledge of troubleshooting of jitter, packet loss as well as trunk down condition
- Modified existing software to correct errors, upgrade interfaces and improve performance
- Hands on experience on Oracle SBC, Avaya Media server, Verint recording, AES
- Responsible for Global telecom infrastructure of HCL
- Maintenance of infrastructure and providing support to CUCM 8, UCCX 7, Unity 7, Voice Gateways 28XX; 38XX; 29XX; 39XX, CCMS
- Configuring IP phones, providing features to the phones and adding users in the Unity server
- Creating Basic call flow option/call centre solution to the project through Unity System Handler
- Creating and troubleshooting EM Profile; Hunting etc
- Creating and troubleshooting Remote Destination profile
- Configuring and administration of H323, MGCP and SIP based Gateways.
Support Engineer
Orange Business Services
08.2015 - 02.2017
- Responsible for maintaining the Voice infra that contains Avaya Aura Contact center servers and Nortel CS 1000
- Basic operations and health check of voice devices
- Managing and Troubleshooting on Digital & Analog phones, extensions, agent IDs, soft phones
- Performing Daily PBX checklist and Verint Server checklist.
Education
BE - Electronics and communication Engineering (ECE)
Karpagam Institute of Technology, Coimbatore
HSC - undefined
Cheran Matriculation Higher Secondary School, Karur
SSLC - undefined
Cheran Matriculation Higher Secondary School, Karur
Skills
Adaptabilityundefined
Disclaimer
I hereby declare that all the information mentioned above is true and best of my knowledge and belief.
Timeline
Tech Lead
Hanover Insurance
12.2019
Support Engineer
GIT Telecom Operations
02.2017 - 12.2019
Support Engineer
Orange Business Services
08.2015 - 02.2017
BE - Electronics and communication Engineering (ECE)
Karpagam Institute of Technology, Coimbatore
HSC - undefined
Cheran Matriculation Higher Secondary School, Karur
SSLC - undefined
Cheran Matriculation Higher Secondary School, Karur
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