Rajeev Saraswat
Bangalore
Summary
Utilize my technical qualification and gain creative talents, expertise, professionalism, diligence, and commitment to excellence, so I could add more value to the organization.
Motivated, result oriented highly skilled Senior Consultant with an experience of 18+ years in Enterprise Telecom Solution. Hands on experience on Nortel CS1K, Contact Center and Call Pilot. Basic knowledge of Avaya CM, Media Gateways, Port Network. Expertise in monitoring and logging tools like Service Now, BMC Matrix, Putty IRISnGEN Client, Siebel. Having good knowledge in handling analog, digital & IP phones systems. Ability to understand telephony Network related issues and provide feasible solution for the same. Providing technical support to customer and increase their satisfaction. Experience in an IT organization handling Enterprise Telecom Operation. Knowledge of ITIL accepted practices as it relates to end user computing. Expertise in enterprise systems management (tools and processes).
Overview
18
18
years of professional experience
1
1
Certification
Work History
Principal Support Engineer
Innovatia India Knowledge Management Services Pvt. Ltd. (Bangalore)
Bangalore
05.2022 - 06.2023
- Key deliverables:
- Sev1 and Sev2 SRs need immediate attention to restore the service and to get them back working within the agreed SLAs.
- Sev3 & Sev4 can be addressed with normal priority.
- The escalation process is well documented, so there are no stuck threads and delays unless the work designated has not been followed and done appropriately.
- Provide daily administrative and 7x24 operational support for Avaya Aura Contact Center.
- Responsible for trouble shooting software issues and handles technical issues of highest complexity, and escalating those issues to T4
- Coordinate with Engineering and provide issue with supporting materials regarding product issues uncovered in internal testing or experienced by customers
- Strongly following metrics driven with few or no exceptions or allowances
Senior Consultant
Capgemini India Pvt ltd (Bangalore)
Bangalore
09.2016 - 05.2022
- Key deliverables:
- Handling Operations and Technical Lead Role for major clients.
- Hands on experience on supporting Avaya red, Avaya blue servers, Genesys cloud.
- Maintaining and provide end to end support to their Contact Center solutions such as Genesys Cloud, Avaya Aura Contact Center.
- Handling L2 and L3 tickets for Genesys Cloud and Avaya Aura Contact Center.
- Hands on experience to adding required attributes to agent also able to add and delete them from team.
- Good understanding of Cloud based and Virtual Contact Center technology.
- Prioritize and distribute tasks including technical support, trainings, customer service improvement plans, operational policies & procedures, vendor management and work in a very fast paced, time sensitive environment.
- Redefining policies & procedures like deferral rules, closure codes, 3-strike notification rule, Minimum Data Set, alarm chronic report and age ticket review.
- Follow-up with the team on status on all open Telephony Problems.
- Perform the task of monitoring VoIP server systems and infrastructure as well as provide escalation support, when required.
- Assigned responsibilities of ensuring the availability of all levels of network services through constant monitoring.
- Work with vendors (AT&T, Advental, Verizon, Windstream, Oracle, AVAYA, Genesys) to resolve issues.
Technical Support Engineer
Avaya India Pvt Ltd. (Bangalore)
Bangalore
12.2009 - 09.2016
- Key deliverables:
- Acting as a Shift Manager - Supervises and coordinates the day-to-day activities of delivery staff in an assigned region
- Develops work schedules and monitors workflow to achieve established goals & objectives.
- Working as L2 Avaya Backbone engineer on Avaya Communication Manager (CM 5.0 and above)
- Provide remote technical support across India/US/UK sites for all APCS Customer.
- Installed, Configured and carried out Troubleshooting of Nortel CS1000E, CCMS and CCMA server.
- Performing standard diagnostics to identify and solve potential system problems.
- Configuring & Troubleshooting problems related with Analog, Digital and IP Extensions.
- Regular switch health checkup for alarms and trunk disconnection to avoid problems proactively
- Supports team to Record, track, manage and close (i.e
- Document resolution) all Telephony Problems received from the Service Desk or via Tickets.
- Follow-up with the team on current status on all open Telephony Problems.
- Interaction with the customer’s calls, attitude and Quick Analysis of problems.
- Managing Third Party Providers to assist in Problem resolution of telecommunication Problems.
- Responsible & effectively serving core responsibilities of People, Customer, Matrix & Major incident management.
- Management reporting – Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced
- Generate appropriate reports to higher ups within Avaya and for the steering committee meetings with the customer.
Converged Network Management Engineer
Nortel India Pvt. Ltd. (Bangalore)
Bangalore
09.2008 - 12.2009
- Designation: Converged Network Management Engineer
- Managed Nortel’s range of voice products such as CS1k PBX, contact center on voice side.
- Monitoring over 99 customers globally with a rich variety of elements Incident and fault management
- Change management
- Incident management
- Real Time & continuous follow-up with global support teams for incident resolution
- Manage and coordinate activities during overall ticket life cycle
- Ensure that the Incident record is fully updated prior to Problem Management handover
- Responsible for sending all Incident notifications as per agreed process
- Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
- Follow the global Service Restoration Management Process
- Contribution to ongoing process & operational improvements
- Vendor/carrier co-ordination.
Facility Management Engineer
Trimax Computers Ltd (Mumbai)
Mumbai
10.2007 - 08.2008
- Designation: Facility Management Engineer
- Providing Voice Support on Meridian 81c as resident engineer.
- Leading the Team of 5 members and managing the site 24
- 7
- 365.
- Managing the Symposium server for call routing, & Call Recording on Verint through symposium server.
- Managing Replication server that replicates the data from Symposium Active server to symposium Standby server.
- Maintaining Users Creation & Deletion, Skillset, Scripting, CDN Creation & Deletion on Symposium Server & Client.
- Managing Voice department, Asset Inventory and Documentation.
- Managing the Signaling Server for VOIP (Voice over IP) Phones.
- Managing the Web Client Server to allow the Client to connect from remote end.
- Local, STD, ISD Features management on Each Terminal Number.
- Commanding and operating 81C switch through Console Port.
Assistant Programmer
National Informatics Centre (Delhi)
Delhi
12.2006 - 09.2007
- Designation: Assistant Programmer
- Worked on e-governance projects of the Central Public Works Department (CPWD),Ministry of Urban Development
Network Engineer
Nascent Infosystems Pvt Ltd (Noida)
Noida
10.2005 - 12.2006
- Designation: Network Engineer
- Installation and Support for wireless devices.
- Customer Interaction
- Documentation & reporting.
Education
MCA -
UP Technical University, Lucknow
01.2004
BSC -
Dr. B.R Ambedkar University, Agra
01.2000
Senior Secondary -
CBSE
01.1997
Secondary (x) -
ICSE
01.1995
Skills
- Nortel CS1K
- Avaya Aura Contact Center
- Call Pilot
- Avaya CM
- Media Gateways
- Genesys Cloud
- Service Now
- BMC Matrix
- Putty IRISnGEN Client
- Siebel
- ITIL
- Vendor management
- MAC requests
- Infrastructure project management
- People management
- Major incident management
- Incident management
- Change management
Certification
- ITIL V4 Foundation
- Prince 2 Certified
Accomplishments
- Client Choice Award
- Star Performer of the month Award
Personal Information
Date of Birth: 11/20/79
Languages
- English
- Hindi
References
Available on Request
Timeline
Principal Support Engineer
Innovatia India Knowledge Management Services Pvt. Ltd. (Bangalore)
05.2022 - 06.2023
Senior Consultant
Capgemini India Pvt ltd (Bangalore)
09.2016 - 05.2022
Technical Support Engineer
Avaya India Pvt Ltd. (Bangalore)
12.2009 - 09.2016
Converged Network Management Engineer
Nortel India Pvt. Ltd. (Bangalore)
09.2008 - 12.2009
Facility Management Engineer
Trimax Computers Ltd (Mumbai)
10.2007 - 08.2008
Assistant Programmer
National Informatics Centre (Delhi)
12.2006 - 09.2007
Network Engineer
Nascent Infosystems Pvt Ltd (Noida)
10.2005 - 12.2006
MCA -
UP Technical University, Lucknow
BSC -
Dr. B.R Ambedkar University, Agra
Senior Secondary -
CBSE
Secondary (x) -
ICSE
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