PRAJOSH B
Chennai
Summary
To work in a globally competitive environment on challenging position and assignments has a Professional. Utilizing my skills and knowledge developed through my education and professional growth. Acknowledged for capacity to tackle challenging issues, analyze viable alternatives, and provide innovative solutions that reside well within clients´ financial and time frameworks. A resourceful, life-long learner, knowledge has a tool for improved problem-solving effectiveness.
Self-motivated, Knowledgeable telecommunications professional, vendor coordinator and planner offering over 20 years of experience working across a broad range of facilities and systems while ensuring high levels of quality and control. Insightful experience in technical activities including scoping, planning, risk management, finalization of technical specifications, resource administration and quality management Executed complex projects using technologies such as Voice switching products Avaya Communication Manager S8xxx Series, Call Centres Software and Hardware Products from Avaya, Voice Logger Customer Experience Management Solutions, Avaya Computer telephony integration products and software adjuncts and Avaya Multimedia messaging products Analyzing information system needs, evaluating end-user requirements, custom designing solutions and troubleshooting for complex information systems management Having a active commitment to continuous improvement and quality standards, I always work hard to create a positive atmosphere that motivates others and builds team spirit, As a driven individual who wants to progress, and is now looking to join a company where internal succession is always given priority.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Manager
Movate Technologies PVT LTD
07.2024 - Current
- Handling fault escalations raised by end users.
- Proactive deliverables in infrastructure including Firmware upgrade, Service patch.
- Doing periodic reboots for voice equipment’s.
- Helping & Diagnosing faults with end customers to identify the root cause of problems in system.
- Co-ordinate with regional local vendor or carrier to resolve hardware or circuit related issues.
- Handling change management for the migration projects.
- Handling client escalation call and following on Problem tickets.
- Managing and coordinating with team.
- Administration and maintenance of VDN, Vector, Skill etc
Technical Support Senior Engineer
Avaya India
08.2023 - 07.2024
- Tier 3 engineer support on BI tickets coming through SIEBEL from customer in various UC products.
Senior Professional Network
DXC Technology
07.2022 - 06.2023
- Providing Avaya voice support for Intermountain Health care.
- Handling fault escalations raised by end customers.
- Proactive deliverables to the customer including Firmware upgrade, Service patch.
- Doing periodic reboots for Avaya voice equipment’s.
- Helping & Diagnosing faults with end customers to identify the root cause of problems in system.
- Co-ordinate with regional local vendor or carrier to resolve hardware or circuit related issues.
- Handling change management for the migration projects.
- Handling client escalation call and following on Problem tickets.
Sr. Avaya Infrastructure Engineer
Randstad Technologies
03.2021 - 06.2022
- Providing Level 3 Avaya voice support to client CVS Health care.
- Maintenance of AVAYA Definite Solutions and S8300/8500/8700/8800 Media servers and G450/G430/G350/G700/G650 Gateways, SMGR, SM, AES server.
- Handling fault escalations raised by end customers.
- Proactive deliverables to the customer including Firmware upgrade, Service patch.
- Doing periodic reboots for Avaya voice equipment’s.
- Helping & Diagnosing faults with end customers to identify the root cause of problems in system.
- Co-ordinate with regional local vendor or carrier to resolve hardware or circuit related issues.
- Handling change management for the migration projects.
- Handling client escalation call and following on Problem tickets.
Sr. Technical Specialist
AT&T Communication Services India Pvt. Ltd.
Bangalore, India
05.2011 - 02.2021
- Project Interface Manager for DoW and FFIC (Fireman’s Fund Insurance) transition.
- Primarily responsible for establishing, monitoring, and executing project plans.
- In charge of delivering projects that improve client’s business applications, infrastructure and processes.
- Also involved in building relationships with clients and maintaining liaison with them throughout each project.
- Served as single point of contact for all communications with customer.
- Handle the AVAYA Voice Managed Services Operation for Fireman’s Fund Insurance, Kimberly Clark, American Express, Dupont global and Hilton.
- Establishing good relationships with clients supported.
- Collaborating with Business Operations and other Technology sub-functions and understanding BAU requirements & workout solutions and services.
- Planning, mobilizing resource and coordinating activities for problem, change management, upgrades and root cause analysis (RCA).
- Managing escalation and coordinating with the Technology Infrastructure sub-function for major problems and changes.
- Interacting with customers on daily basis for getting new change requirement.
- Maintaining & managing BCP / DR plans for IT operations and its associated Voice / Data infrastructure.
- Providing daily and weekly updates to Customer Leadership Team.
- Design and Implementation of voice network for new stores and corporate office in globally.
- Ensuring compliance with all standards, policies, processes and procedures pertinent to the voice technology operations.
- Providing L3 support for all Avaya devices.
- Performing failover testing and documenting the results.
- Co-ordinating with data team for Firewall and SDWAN migration.
- Technical On boarding of newly installed devices with Avaya.
- Managing of Assets for all the Managed Devices of clients.
- Maintaining inventory of all assets in Global positioning system.
- Proactive deliverables to customer including Firmware upgrade, Service patch.
- Doing Firmware Upgrade and Service Patch upgrade for clients.
- Decommissioning Avaya devices of migrated sites.
- Working on complex MACD tickets and providing RCA for Major incident tickets.
- Responsible for the Change Management of team.
- Following the change process and doing all minor and major changes in system.
- Taking care of asset uploads in GPS for generating SEID for all Avaya devices in GRT tool.
- Scheduling backups and doing monthly check up for all Avaya devices backup.
- Performing periodic reboots of all voice devices as per the Avaya recommendation.
- Creating new call flows for call center and testing it.
- Project Highlights:
- DOW Cisco to AVAYA IPT - 2020: 60 DOW Cisco Sites were migrated to DuPont AVAYA IPT. Around 6000 endpoints/users onboarded without issues.
- Steered DuPont CM Version Upgrade -2019: Upgrade of the Avaya Cores, LSPs, Gateways and modules, Session Managers and System Mangers; updated more than 15,000 IP endpoints.
Associate Consultant – Voice
HCL Comnet Limited
04.2010 - 05.2011
- Acts as a Reporting Manager for the team.
- Collate important updates for team members & resolving problems within team.
- Providing approval for the task raised by the team members and handling of shift roasters.
- Providing the Remote Avaya Support for the client USAA, USA.
- I was in USA for gaining training and providing Avaya Support at Client location.
- Administration and Maintenance of AVAYA S8730, S8500, S8300 server & G700, G350 Media gateway.
- Administration and Maintenance of VDN, Vector, Skill and Meet-me-VDN.
- Configuring the Time Table in CMS.
- Handling the Incident, Problem and Capacity management.
- Doing the necessary changes for Inbound and Outbound calling as per the client requirement.
- Provide day to day direction and administrative management to the resources for Voice team.
Education
MBA - Systems
University of Madras
B.B.A - Bachelor of Business Administration
University of Madras
Electronic Mechanic - undefined
ITI
Diploma - computer Application (DCA)
LIBA
Hardware & Networking Course - undefined
ACCEL
Skills
- Managed Voice Services
- Change Management
- IP Telephony
- Incident Management
- Contact Center Solutions
- Project Management
- Service Asset and Configuration Management
- Key Account Management
- IT Service Delivery Management
- Team Building & Leadership
Certification
- AWS Cloud Practitioner
- PRINCE2 Project Management Foundation Certification
- PRINCE2 Project Management Practitioner Certification
- ITIL V4 Foundation
- PMP Course training completed with 35 PDU hours
- Avaya Certified Implementation Specialist (ACIS)
- Avaya Certified Specialist (ACS)
- Avaya Certified Associate (ACA)
- Convergence Telecom Professional (CTP 2007)
Languages
English
Tamil
Malayalam
Hindi
Timeline
Technical Manager
Movate Technologies PVT LTD
07.2024 - Current
Technical Support Senior Engineer
Avaya India
08.2023 - 07.2024
Senior Professional Network
DXC Technology
07.2022 - 06.2023
Sr. Avaya Infrastructure Engineer
Randstad Technologies
03.2021 - 06.2022
Sr. Technical Specialist
AT&T Communication Services India Pvt. Ltd.
05.2011 - 02.2021
Associate Consultant – Voice
HCL Comnet Limited
04.2010 - 05.2011
B.B.A - Bachelor of Business Administration
University of Madras
Electronic Mechanic - undefined
ITI
Diploma - computer Application (DCA)
LIBA
Hardware & Networking Course - undefined
ACCEL
MBA - Systems
University of Madras
Personal Information
- ReferenceAvailable on request
- Passport Number: W3350603
- Date of Birth: 21-10-1980
- ID Type: Passport
- ID Number: W3350603
Previous Assignments
- Lead IT Dept., AEGIS BPO Service Pvt. Ltd., 2010-05-01, 2010-03-31
- Customer Support Engineer, Avaya Global Connect via IT Source, 2009-03-01, 2009-05-31
- Customer Support Engineer, Avaya Global Connect via Future Business Tech India Pvt Ltd., 2006-09-01, 2008-03-31
- Team Lead, Telesoft, 2002-09-01, 2006-04-30
- Customer Support Engineer, Advance Information System (Epson Authorized Center), 2002-02-01, 2002-08-31
Computer Qualifications
Diploma in computer Application (DCA), LIBA IC