Summary
Overview
Work History
Education
Skills
Disclaimer
PERSONAL DETAILS
Accomplishments
Timeline
Generic
Shaik Khaleel

Shaik Khaleel

Visakhapatnam

Summary

Dynamic Avaya Principal Software Specialist at Inspiredge IT Solutions, proficient in solution design and deployment of UC and CC products. Established history of elevating customer satisfaction through strategic problem management and technical support. Authority in SIP protocols with expertise in cultivating robust client relationships, guaranteeing flawless project execution and operational excellence.

Overview

11
11
years of professional experience

Work History

Avaya Principal Software specialist

Inspiredge IT solutions
10.2019 - Current
  • Understand clients’ needs and business priorities and address them head on asking thorough and pointed questions, guiding potential clients through needs analysis and discovery sessions.
  • Solution level advanced troubleshooting and drive discussions with customers at solution level design

Avaya Back bone Engineer

DXC Technologies
09.2017 - 09.2019
  • (Client FTE) handling T3 position for Avaya/MS teams and assisting a team of 12 T1 and T2 engineers, by providing technical assistance on UC and CC Issues and by assigning priority wise Issues and by assigning priority wise tickets and taking supervisor calls and also by creating issue related KB articles.
  • Hands on experience in creating users, assigning phone numbers, creating call queue’s, holiday tables, adding SBC in team’s admin center and Power Shell.
  • Ability to Engage and manage the vendors with regards to Telecom Domain
  • Takes care of client site Telecom operations and Engineering activities
  • Monitor and support the Indian and Global site 's SBCs
  • Support Global Telecom Operations via Service Now tickets and incidents
  • Implement any new projects related to voice/ telephony like SBC's Audio codes, Teams, Avaya.
  • Ability to understand the requirements and build new solutions for Business or end users in Telecom space
  • Ability to leverage Teams Enterprise Voice for future requirements with Contact Center functionality
  • Handling Problem management/ Troubleshooting SIP issues /Change activates/ roles with respect to Avaya UC and bit of CC products like CM, AES, SM, SMGR, SBC and messaging systems and providing RCAs on CM server interchanges and routing issues.
  • Working on schedule change requests/activities on UC and CC products and Upgrading CM simplex and duplex setups, MG’s and TN circuit packs.
  • Hands on Experience on Deploying and administering UC portfolio.
  • Experience on Avaya CM from 6.3 to 8.0, Media-Gateways, port networks Session and System Manager with adjuncts CC like CMS and AES.
  • Installation & configuring and troubleshooting of Avaya soft phones like Agents and communicators.

Senior Software Specialist

Inspiredge IT Solutions
11.2015 - 10.2017
  • Avaya back bone Engineer Handling all UC products providing end level of support to APCS customers.
  • Assisting on site engineers by providing remote support over call in adding servers in remote locations, staging and implementations.
  • Responsible to perform and accept Day-2 checks of all UC products before going on live environment.
  • Installation & configuring and troubleshoot ng of Avaya One-x phones.
  • Training new engineers technically and process wise before they go live on project.
  • Handling problem management Configuring the Vector programming, VDN, Hunt group, Coverage path, Trunk in CM.
  • Talking to onsite engineer in fixing the ongoing issues on servers and trunks engaging ISP for intrusive testing on circuits or trunk lines.
  • Troubleshoot all escalated issues from Tier 1 and Tier 2 and analyze the root cause.
  • We are responsible for advising and educating the customers on call about the issue they are facing with Avaya devices at end level.
  • We also co-ordinate with tech on sites to fix the network related issue.

Service Desk engineer

IBM
11.2014 - 11.2015
  • Front end engineer to handle all level 1 and level 2 issues which customer faces on Avaya products
  • Troubleshoot all escalated issues from Tier 1 and analyze the root cause
  • We provide level 2 technical support for Avaya products like CM and IP office systems
  • We are responsible for advising and educating the customers on call about the issue they are facing with Avaya devices
  • We also co-ordinate with tech on sites to fix the network related issue.

Education

B. TECH -

Avanthi Institute of Engineering and Technology
Visakhapatnam
01.2014

Intermediate - M.P.C.

Narayana junior college
Visakhapatnam
01.2010

SSC -

NSM Siddhartha Public School
Visakhapatnam
01.2008

Skills

  • Certified professional and an expert in Avaya UC and CC products (CM, SMGR, SM, SBCs, AADS, Gateways)
  • Solution design, deployment, implementation, cutover of projects, and providing first day of business support
  • Building and maintaining strong relationships with clients by understanding their needs, addressing their concerns, and providing timely and effective solutions to ensure high levels of customer satisfaction and loyalty
  • Designing and leading SOW (Scope of Work) and effort estimate for upgrades or implementation projects
  • Working for USA federal projects and clients, and having a good understanding of IT compliance standards
  • Leading an entire project and overseeing the end-to-end deployment of Microsoft Teams telephony projects, from design to implementation, and support
  • Telecom troubleshooting
  • Unified communications
  • Project management
  • Customer support
  • Technical documentation
  • Voice over IP
  • SIP protocols
  • Vendor management
  • Problem management

Disclaimer

I hereby declare that the information given above is true to the best of my knowledge and belief and I bear the responsibility for the correctness of the above-mentioned particulars.

PERSONAL DETAILS

  • Primary Email: khaleelshaik555@gmail.com
  • Primary Phone: +91-8790808070
  • Language Proficiency: English / Hindi/ Urdu/Telugu
  • Communication Address: Visakhapatnam/Andhara Pradesh/ India

Accomplishments

  • In the year 2014, I won the title of Vizag Idol, singer

Timeline

Avaya Principal Software specialist

Inspiredge IT solutions
10.2019 - Current

Avaya Back bone Engineer

DXC Technologies
09.2017 - 09.2019

Senior Software Specialist

Inspiredge IT Solutions
11.2015 - 10.2017

Service Desk engineer

IBM
11.2014 - 11.2015

B. TECH -

Avanthi Institute of Engineering and Technology

Intermediate - M.P.C.

Narayana junior college

SSC -

NSM Siddhartha Public School

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Shaik Khaleel