Mohamed Thoufiq
Senior Technical Specialist
Tiruchirappalli
Summary
Dynamic Senior Technical Support Engineer with 2 years of specialized expertise in Avaya Contact Center and Unified Communication solutions. Proven track record in incident management, break-fix, problem, and change management to optimize systems and drive customer satisfaction. Skilled at troubleshooting complex technical issues, leading cross-functional collaboration, and executing strategic system enhancements. Recognized for delivering efficient, scalable, and innovative solutions that streamline infrastructure and enhance operational performance.
Overview
3
3
years of professional experience
4047
4047
years of post-secondary education
1
1
Language
Work History
Senior Technical Specialist
Avaya
04.2024 - Current
- Expert Technical Escalation & Troubleshooting: Led the resolution of complex Avaya Contact Center issues, demonstrating expertise in Avaya Experience Portal (AEP), Proactive Outreach Manager (POM), and other Contact Center and Unified Communication solutions.
- Root Cause Analysis & Problem Resolution: Diagnose and resolve escalated technical issues by analyzing system architecture and call flows to implement long-term fixes.
- System Upgrades & Preventative Maintenance: Oversee system upgrades, patching, and proactive maintenance to maintain stability, security, and alignment with business needs.
- Incident Management & Crisis Resolution: Lead incident response for major outages, coordinating teams to quickly restore services and reduce customer impact.
- Customer & End-User Enablement: Provide clear technical support and guidance to customers and users via multiple channels to ensure satisfaction.
- Technical Documentation & Knowledge Transfer: Create and update technical documentation and training materials to support knowledge sharing and operational efficiency.
- End-to-End Management of Strategic Customer Environments: Manage Avaya environments for top enterprise clients, handling incident resolution, upgrades, monitoring, and performance optimization.
- SME-Led 48-Hour On-Call Support: Serve as SME for 48-hour weekend on-call rotations, ensuring continuous expert support and business continuity.
- Technical Resolution & Platform Maintenance: Delivered end-to-end support by troubleshooting and resolving complex issues related to Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM), while also assisting with platform upgrades, patching, and preventive maintenance to ensure ongoing system reliability and security.
- Global Support Coordination: Served as the primary point of contact during global weekend support shifts, overseeing timely and effective incident management while operating independently of direct customer environment administration.
- Root Cause Investigation: Performed comprehensive analysis of issue and call flows to diagnose and resolve underlying technical challenges.
- Critical Incident Management: Directed response and recovery efforts during high-impact outages, restoring services rapidly to minimize disruption on a global scale.
- Training Development & Knowledge Transfer: Prepared and delivered targeted training materials to strengthen team expertise and improve operational support capabilities.
Technical Specialist
Avaya
08.2023 - 04.2024
- Technical Resolution & Platform Maintenance: Delivered end-to-end support by troubleshooting and resolving complex issues related to Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM), while also assisting with platform upgrades, patching, and preventive maintenance to ensure ongoing system reliability and security.
- Global Support Coordination: Served as the primary point of contact during global weekend support shifts, overseeing timely and effective incident management while operating independently of direct customer environment administration.
- Root Cause Investigation: Performed comprehensive analysis of issue and call flows to diagnose and resolve underlying technical challenges.
- Critical Incident Management: Directed response and recovery efforts during high-impact outages, restoring services rapidly to minimize disruption on a global scale.
- Training Development & Knowledge Transfer: Prepared and delivered targeted training materials to strengthen team expertise and improve operational support capabilities.
Associate Consultant Convergence
NextBridge Solutions PVT Ltd
06.2022 - 08.2023
- Avaya UC & CC Solution Implementation: Delivered end-to-end implementation of Avaya Contact Center and Unified Communication solutions, including Avaya Experience Portal (AEP), Proactive Outreach Manager (POM), Call Management System (CMS), CallBack Assist (CBA), Communication Manager (CM), Session Manager (SM), and System Manager (SMGR).
- Technical Deployment & Infrastructure Support: Collaborated with Cloud and Infrastructure teams to install, configure, and troubleshoot across hybrid environments, involving Avaya POD FX, Linux systems, DNS, Syslog, Active Directory, and SQL Server.
- Client-Facing Project Execution: Provided hands-on technical support and deployment services for major client projects, including Avaya Oceana for Dubai Police, ensuring timely resolution of issues, patch deployment, and system optimization.
- Cross-Functional Collaboration & Knowledge Sharing: Created and maintained Standard Operating Procedures (SOPs) and delivered knowledge transfer sessions to internal and cross-functional teams, enabling process standardization and enhanced operational efficiency.
- Technical Issue Resolution & Escalation Support: Acted as a key point of contact for escalated issues, performing root cause analysis and delivering structured solutions to ensure minimal downtime and improved system performance.
Education
Bachelor - Electrical and Electronics Engineering
Saranathan College of Engineering
Tiruchirappalli, Tamil Nadu09-2022
MBA - Information Technology Management
Amity University
Hyderabad, Telangana06-2026
Skills
Avaya Contact Center Product
Avaa Unified Communication Product
Server Patching and Upgrades
SIP & VOIP
Networking
Linux
SQL
Cloud Computing
Virtualization Platforms
Hypervisor Deployment and Implementation
Hardware Knowledge on Servers
Courses & Certifications
- Avaya Courses in CC - AEP & POM, Administering Avaya Experience Portal, Administering Avaya Proactive Outreach Manager R4 & Avaya Aura Solution Level Troubleshooting
- Linux - Linux Fundamentals Training by Avaya, NDG Linux Essentials by Cisco, NDG Linux Unhatched by Cisco & LinkedIn Linux Trainings
- Networking - Cisco - Networking Essentials & CCNA: Introduction to Networks, CCNA: Switching, Routing, and Wireless Essentials
- Cloud Computing - Avaya Cloud Fundamentals, Fundamentals for Avaya OneCloud CCaaS, Fundamentals for Avaya OneCloud Solutions, Fundamentals for Avaya OneCloud UCaaS, Great Learning - Cloud Foundation and Cloud Foundation - Advanced
- Virtualization & Hypervisor - VMware - Cloud and Virtualization Concepts
- Project Management & Incident Management - Avaya - Agile Foundation Concepts, Project Management from Great Learning
Accomplishments
AVAYA KPI & Metrics:
- Consistently Maintained a 90%+ Customer Satisfaction (CSAT) Score - Demonstrated a strong track record of delivering exceptional customer experiences by maintaining a CSAT score of 90% or higher. CSAT is a key performance metric used to measure customer satisfaction with Avaya’s products and services, reflecting a high level of service quality and client engagement.
NextBridge Best Employee Award:
- Certificate of Appreciation – Outstanding Performance - Received in recognition of exceptional dedication, hard work, and significant contributions to project success and team excellence throughout the year 2022.
Social Links - Linkedin
https://www.linkedin.com/in/mohamed-thoufiq757459207/
Timeline
Senior Technical Specialist
Avaya
04.2024 - Current
Technical Specialist
Avaya
08.2023 - 04.2024
Associate Consultant Convergence
NextBridge Solutions PVT Ltd
06.2022 - 08.2023
Bachelor - Electrical and Electronics Engineering
Saranathan College of Engineering
MBA - Information Technology Management
Amity University
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