Rahul Manikpuri

Work Profile at Client American Express:

• Worked on Avaya and Genesys Contact Center products, having good experience in Oracle SBC / ECB and SIP/VoIP telephony.
• Experience in Genesys Engage suite.
• Provided support in Avaya products (IP telephony, contact centers, unified communications) globally for AMEX (APAC,EMEA,LACC & Canada)
• Major in Avaya CM, CMS, AES, AURA MESSAGING SERVERS (s8XXX & HP DL Series) and Media gateways G450 & G650 and support all converged products.
• Worked on Priority level tickets P1 & P2.
• Scheduled system/card firmware upgrades & server patches updates on every quarterly basis.
• Designed CMS report as per User requirement.
• Reviewed daily voice checklist which done by Team.
• Monitored performance & health of all voice equipment Trend & Performance Analysis including RCA (Root Cause Analysis) in failure scenarios
• Planned and co-ordinated for implementation of change requests.
• Carried out analysis on Breakdown incidents, Repeat/Reopen incidents, Response/ resolution, Threshold and Remote support performance.
• Coordinated with PSTN Server Providers to get issues cleared and makes necessary services upgraded to make sure zero impact on business further.
• Strictly followed ITIL terminologies. SLA, Incident Management, Problem Management, Change Management.

Project: non-payroll employee in Mindtree

Job Role: Voice Network Administrator

Client : American Express

Work Responsibilities at client Avaya:

• Troubleshooted global customer calls on Communication Manager, Audix, MM, and AAM, CMM.
• Configured and troubleshooted incoming and outgoing routing (managing calling privileges, ARS analysis, AAR analysis, Call type digit analysis, multiple locations, Routing with multiple locations, ARS partitions, Setting of time of day outing, Incoming call handling treatments, ARS digit conversion and AAR digit conversion, route pattern)
• Troubleshooted on Avaya Communication Manger which includes all series of servers and related gateways.
• Configured and maintained of TN circuit packs VAL, CLAN, DS1, MedPro, Analog and Digital cards.
• Move, Add, Remove, Create the extensions, virtual extensions, trunks & trunk groups, hunt groups, VDN's and Vectors.
• Added/ removed Attendant consoles and backing attendant calls to station and also night service.
• Modified and enabled other features like Coverage path, setting of time of day coverage, Coverage Answer Group, Hunt groups, call forwarding, call pickup, abbreviated dialing, bridge appearance, bulletin board, call park, COS, COR, Dial Plan, Dial Plan Transparency, Enhanced 911, Feature access codes, Group Paging, Music Source on hold, IP Dect, Night Service, Tenant Partitioning, Transfer, UDP, assigning all type of feature buttons etc.
• Configured & maintained new trunks like ISDN PRI and H.323, Tie trunks and SIP trunks.
• Blocked incoming numbers to the PBX and blocking out side numbers going through PBX.
• Configured & Troubleshooted CDR reports.
• Configured Private and Public numbering and also maintained the same.
• Managed file server and 46xxsettings file.
• Administered Avaya Aura Messaging, Communication Manager Messaging, Modular Messaging, Audix.
• Managed EC500 feature
• Configured subscribers, bulletin board voicemails, announcement only voicemail on Audix, MM, CMM, AAM.
• Installed and configured caller apps in AAM and MAS.
• Configured Vector call flows.
• Created, changed, deleted announcements.
• Configured Auto attendant call flow in vector and also in messaging.

Work Profile at Client: Deutsche Bank

• Supported all products of Avaya, Major in PBX, CMS, AES, MODULAR MESSAGING, INTUITY AUDIX and SERVERS (s8000 series) and Media gateways (G430 & G450) & G650 and support all converged products.
• Provided support in Avaya products (IP telephony, contact centers, unified communications).
• Maintained and Troubleshooted Nice Logger Performed daily voice checklist which includes monitoring performance & health of all voice equipment
• Provided supervision of workflow and assigning tasks as per priority
• Trend & Performance Analysis including RCA (Root Cause Analysis) in failure scenarios Plan and co-ordinate for implementation of change requests.
• Planned and co-ordinated for Quarterly & Half Yearly Recertification process of Extensions & User ID's.
• Carried out analysis on Breakdown incidents, Repeat/Reopen incidents, Response/ resolution, Threshold and Remote support performance.
• Coordinated with PSTN Server Providers to get issues cleared and makes necessary services upgraded to make sure zero impact on business further.
• Monitored LSP and ESS, co-ordinate with network team and bring back to main server if it is unregistered.
• Run weekly review calls with equipment vendors like Avaya to maintain faster resolution and proper escalation happens on issues which need eagle eye on.
• Strictly followed ITIL terminologies. SLA, Incident Management, Problem Management, Change Management.
• Monthly review calls with Team members on support operations improvement.
• Documented and maintained repository with processes followed, technical problems encountered and their resolution, important contact information and escalation matrix document.
• Took part in Service Improvement Plan (SIP) calls to discuss future improvement plan and current projects.
• Handled Long Pending Incidents (LPI) to closure Preparing MOR (Monthly operations Report) Power point slides.