MySQL and Oracle
Sadiqullah. N
TAC Lead
Summary
To pursue a career in an environment that offers me the opportunity to utilize and expose my potential to the fullest and develop my skills to provide excellent support. Ability to handle multiple projects simultaneously with a high degree of accuracy. Handling 5 to 6 Engineers providing support for Alcatel-Lucent Enterprise in UCAAS solution and Cloud Hybrid Solution. I am also responsible to create and manage their O365, Active Directory and Windows Server. Provide them training on product and features. Upskill their product knowledge in terms of having regular meetings and discussing about the issues. Handling various escalations from End Customers, Partners, Escalation Managers and Account Manager. Also, providing suggestions to the client on improvement and development of the product. Hands on experience in the installation of O365, Windows Server, Exchange Server and Active Directory. Experience in Salesforce applications focused on customer service, marketing automation, analytics, and application development.
Overview
16
16
years of professional experience
4
4
Certifications
4
4
Languages
Work History
TAC Lead
Alcatel, Lucent Enterprise, Mohave Technologies Pvt Ltd (Formerly Known as CORP PVT Ltd)
Chennai
01.2011 - Current
- Handling 5 to 6 engineers providing support with Hybrid Cloud based Solution to all the regions (APAC, EMEA and CALA/NA)
- Experience with Cloud integration with PBX (OXE and OXO) configuration of Trunk, SIP Gateway, its configuration, and features
- Experience with Integration of WebRTC gateway on VM Ware and Standalone PC
- Experience with Rainbow application, Rainbow Classroom, Rave Notifier different (UCAAS Solution)
- Also, Rainbow developer Account with (CPAAS solution)
- Experience in Rainbow Hub it is a Cloud Pbx Solution integrated with Rainbow application
- Experience in Omnivista 8770 application (Reporting Tool) integrated with Windows server
- Experience in Open touch application integrated with PBX solution
- Linux -Unix installation Installation and configuration
- Windows server 2007, 2008, 2012, installation and configuration
- Experience in Web client, Desktop client, Mobile and Mac installed with Rainbow Application
- Experience in providing support to configure and manage all the ports and protocols like TCP, UDP, HTTPS/REST, XMPP, DTLS-SRTP, DHCP and DNS
- Handling Enterprise Support Partners and End-Customers
- Integration of Azure, Active Directory, AWS, LDAP, Open ID, SAML for SSO
- Hands on Experience in Applications installed on VM Ware, Windows.
- Well versed in installation, configuration and managing O365, Windows Server and Exchange Server.
- Basic understanding of SCCM.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Cultivated interpersonal skills by building positive relationships with others.
- Worked effectively in fast-paced environments.
- Proven ability to develop and implement creative solutions to complex problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Experience in JIRA ticketing tool for reporting issues to the R&D
- Reporting bugs to R&D and working with them for the implementation and development of the product
- Providing suggestion to the R&D, escalating critical issues to the SRE team (Site Reliability Engineer) on their HOT line number
- Worked in different projects and product, in Mitel as Telecom Engineer (Cloud Solution) and Vonage (End to End Customer Cloud solution and Mobility) as Application Engineer
Team Leader
PREVIOUS, Standard Chartered
01.2010 - 05.2011
- Mentored and guided employees to foster proper completion of assigned duties for Standard Chartered Credit Card Collections.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
Team Leader
INFOLINE PUBLIC LIMITED
10.2008 - 12.2009
- For 16 months and was handling 15 – 20 executives for Financial Products (ICICI PRUDENCIAL and MAX NEWYORK LIFE INSURANCE).
Senior Customer Care Executive, customer care officer
OPTIMUS BPO Pvt Ltd, Polaris
05.2007 - 09.2008
- For 6 months then promoted as Mentor handling 6 to 8 executives and worked for 10 months in Airtel Collections
- My role involves taking calls, allotting base, analyzing performance, providing feedback, convincing, and retaining the customer
- Worked in AEGIS BPO (ESSAR GROUP) for Hutch Prepaid Customer Care Process as a
Education
BBA - Bachelor of Business Administration
Madras University
Chennai 06.2005 - 2008.05
Skills
TECHNICAL SKILLSundefined
Accomplishments
- Supervised team of 5 to 10 members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved client appreciations through effectively helping R&D with suggestion for product enhancement.
- Achieved Highflier award for best TAC Lead, continuously for 2 quarters.
- Documented and resolved technical issues like a complete phone system being down or audio issues, etc., which led to partner and customer satisfaction.
- Collaborated with team of 4 in the development of ALE Rainbow Project.
Software
Linux
Microsoft Excel
Microsoft Word
Microsoft Powerpoint and Adobe
VMware
Interests
Playing Cricket and Explore new places with full of nature
Playing cricket and explore new places
I am a all rounder in cricket. I play cricket from my childhood days and very passionate about it.
I love nature a lot, which made me explore new places like Switzerland, Kodaikanal, Ooty, Munnar etc...
Certification
ACFE and ACSE in OXE
Additional Information
Traveled to France in 2020 and 2023
Immersion
In 2020 - I had an apporturnity to interact with R&D, other department people to explore the Alcatel-Lucent Enterprise products and training on various solution.
In 2023 - I had traveled again to France, Alcatel-Lucent Enterprise office and engaged with the Client and R&D team to provide suggestions and requirements in terms of enhancement of the product.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
TAC Lead
Alcatel, Lucent Enterprise, Mohave Technologies Pvt Ltd (Formerly Known as CORP PVT Ltd)
01.2011 - Current
Team Leader
PREVIOUS, Standard Chartered
01.2010 - 05.2011
Team Leader
INFOLINE PUBLIC LIMITED
10.2008 - 12.2009
Senior Customer Care Executive, customer care officer
OPTIMUS BPO Pvt Ltd, Polaris
05.2007 - 09.2008
BBA - Bachelor of Business Administration
Madras University
06.2005 - 2008.05
ACFE and ACSE in OXE
ACFE in OXO
ACFE and ACSE in 8770
ACFE in Rainbow
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