Nitin Patil

• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Assisted customers with troubleshooting for Avaya applications and hardware related issues.
• Analyzed system logs for potential problems or errors related to system performance or network related issues.
• Adapted communication style to effectively convey technical information to non-technical audiences.
• Monitored system performance metrics to proactively address potential issues.
• Provided remote assistance to end-users for outage and Break fix tickets.
• Recommended system enhancements and upgrades to support evolving business needs.
• Developed and maintained comprehensive documentation for troubleshooting and system configurations.
• Facilitated root cause analysis for technical problems and implemented corrective actions for all Avaya products.

Ø Accountable for the support, troubleshooting and maintenance Of Avaya applications like AES, ACR, AEP, AES, WFO, SM, SMGR and CM.

Ø L2 level Troubleshooting and support on CM and Avaya Media Gateways under Incident management.

Ø Managing Avaya Premium groups of customers and also providing break-fix and outage support.

Ø L2/L3 level Troubleshooting and support on CM and Avaya Media Gateways under Incident management.

Ø Arrange and manage SR for faulty hardware replacement and repair.

Ø Deep knowledge of log analysis on supporting products CM, SM, SMGR, AES, ACR/WFO.

Ø Providing Impact Analysis of the Change/Issues.

Ø Responsible for configuration and issue troubleshooting within defined SLAs and timelines.

Ø Provide Analysis to Customers on P1/P2 & P3 Cases.

Ø Taking Care of day-to-day issues and ensuring closure of same within SLA defined.

Ø Understanding day-to-day and new requirements of the Business team and working on the same.

Ø Mentoring the L2 team for the smooth operations of the day-to-day activities.

Ø Taken ownership and managing 7members of a team as a Shift Coordinate.

Maintaining backups of all Avaya products, which include Avaya servers, CM, SMGR (remote/local), AES, and AVP snapshots, AEP, etc.

Ø Managing and maintaining Avaya CM Server, CMS & Avaya IVR server remotely from Qatar.

Ø Maintenance and Manage of Avaya ESS and LSP.

Ø Manage and Maintain IVR SQL Database and Tomcat server.

Ø Manage and Maintain AEP server and MMP servers. (Version7.0)

Ø Changes in VDN & Vector according to call centre requirement. (Call routing)

Ø Adding location wise Devices and endpoints on System Manager.

Ø Creation VDN/ vector configuration/ Splits during design call flow.

Ø Creating Dial plan & call routing policies On System Manager.

Ø Configuration of Trunk, DS1, signalling groups and SIP trunking.

Ø Managing & Maintaining Avaya IP Phones (1608/1616/4621/9650 )and One X.

Ø Providing guideline to operation and client about Telecom related concerns/query.

Ø Adding SIP Entities in System Manager.

Ø Manage and maintenance of ACR Call voice recording.

Ø Firmware up gradation of Avaya IP Phones and Median Gateways.

Ø Following daily system check List and Manage Alarm.

Ø Arrange Preventive maintenance Activity to avoid any worst Scenario.

Ø Daily follow up with Qatar ITOPs and Business team regarding ongoing issue or incident.

Ø IVR Deployment on IVR application server as per Development team suggested and provided code.

Ø Currently we are planning upgrade our current Avaya setup from 6.3 to 8.1 version

Ø We have provided current system configuration and business requirements to the ITOPS team.

Ø Monitoring of SIP and ISDN trunk status for various region.

Ø Manage and maintain CMS Server, billing server.

Ø Maintenance and Manage of Avaya ESS and LSP.

Ø Changes in VDN & Vector according to call centre requirement. ( call routing)

Ø Adding Location wise Devices on System Manager.

Ø Maintaining and troubleshooting NICE recording related issue.

Ø Creating dial plans and call routing polices on system Manager.

Ø Manage and maintenance of Nice Call voice & screen recording.

Ø Firmware up gradation of Avaya IP Phones and Median Gateways.

Ø Following daily system check List and Manage Alarm.

Ø Arrange Preventive maintenance Activity to avoid any worst Scenario.

Ø Recently Implement and Maintain NICE Engage 6.6 for Recording.

Ø Responsible for daily Nice related issue.

Ø Genesys Implementation as per call centre requirement

Ø Configured mail and chat server on Genesys.

Ø Manage and Maintain Ameyo dialler with all customise report and VLA.

Managing Avaya S series Servers with MG450 & MG650 Media Gateways.

Ø Handled the Avaya with ESS setup, CMS Server, MG450, etc.

Ø Co-ordination with Teckinfo Team and Bharti Televenture engineers for software changes, server downtime, and progress of work, Escalations and other technical issues.

Ø Extracting and maintaining reports, performing database from the ACD Server for different operations in order to improve the call center activity.

Ø Maintaining a LAN/WAN network of Voice and Data.

Ø To help Remote branch engineer / users to fix software problems over phone or using Ammy and Team Viewer

Ø Sending Uptime and Downtime tracker to HO Team to maintain report.

Ø Creating and Managing Campaigns, Id’s and IVR

Ø Work on Nice Logger

Ø Drishti Dialer ( Ameyo)

Ø Managing & Troubleshooting the Avaya Servers, Gateways & NICE recording solution.

Ø Add Change & Remove Extensions, Agent IDs, Hunt Groups, Trunks, and VDNs & Vectors

Ø CMS Administration & maintenance.

Ø Interaction with On-Site users to rectify & resolve problems related to AVAYA.

Ø Providing L1 support for juniper firewall SRX240 & Avaya Nortel Switch.

Ø Handling various issues & scheduled activities for new configuration/testing at the client site.

Ø To help Remote branch engineer / users to fix software / hardware problems over phone or using Desktop sharing, Ammy and Team Viewer.

Ø Extending high-end technical support on Servers. Providing support to solve various technical issues.

Ø Preparing downtime report of Server, Desktop and Laptops.

Ø Coordinating with the service providers for any link issue.

Ø Taking the Configuration Backups & logs checking as a preventive maintenance process.