Shashikant Suryawanshi
Pune
Summary
As a Senior Voice Engineer with a proven track record from 9.7 years experience in Avaya and CISCO Unified Communications and Contact center and project management. Demonstrated expertise in network performance monitoring and telephony systems management, coupled with exceptional team leadership and mentoring skills. Achieved seamless project implementations with zero escalations, underscoring a commitment to excellence and results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Voice Engineer
Capita- Ventura India Pvt. Ltd
09.2023 - 08.2024
- Working with Global, UK and US based clients, to get their project specifications and requirements.
- Successfully Designing, Developing, Planning, and Implementing the Avaya Unified communication projects with zero escalations.
- Designing and Deploying ISO???s, OVA???s In VMware, AWS Cloud and other Cloud Environment Upgrading patches of devices such as CM, US, AVP, MG-G460 and MG-G650, SM, SMGR, TN and MM cards, IP phones, AES, Messaging, Avaya Media Servers
- Works with the customer on recurring alarms that trigger in the PBX and provides plan of action to isolate the defect in PBX/Network - Problem Management
Avaya BB Engineer
Quess Corp Ltd.
03.2023 - 08.2023
- Providing Tier 3 support in US and UK for troubleshooting over issues mentioned in the SR (Service request) raised by the customer.
- Handle P1, P2, P3 request tickets on the activity scope and resolution within SLA (Service Level Agreement) with proper resolution comments.
- Proactive Action on alarms & alerts tickets within SLA (Service Level Agreement) abiding to the defined process
- Experienced in Maintenance and Administration of AVAYA Servers and media gateways, System Manager (SMGR) and Session Manager (SM)
- Check the SR via Siebel Ticking tool, Check the entitlements of the customer and provide support
Senior Technical Specialist
Stratosphere IT Service Pvt. Ltd
10.2022 - 03.2023
- Installing, configuring & Trouble shooting of Avaya and CISCO IP phones.
- Experienced on the Trunk groups / Signaling groups, Dial plan, Route pattern, Vectors, VDN, station features, Feature access codes, Call forwarding.
- Move, Add, Change, Delete of Extensions, Agent Ids, Trunk groups, Signaling groups, Hunt groups.
- Creating the MAC changes on Avaya Communication Manager which includes creating station, agent id, adding VDN, vector, hunt group, voicemail, Announcement upload
- Nice Voice Logger administration, maintenance and backup.
- Nice server recorder monitoring and troubleshoot the issue related nice recording.
Senior Technical Specialist
DXC Technology and Avaya India Pvt. Ltd.
01.2020 - 10.2022
- Monitoring and troubleshooting on IPSI, C-LAN, MED-PRO, DS1, VAL, Analog, and Digital cards.
- Monitoring and troubleshooting on AES, CMS, SBC, AEP, Media Server, WFO, ACR.
- SIP tracing between SBC and SIP servers
- Troubleshooting on Fault Management for Communication Manager, Media Gateways, ISDN Trunks and Avaya configuration, Break fix and network issues.
- Arranging and conducting part dispatch and part replacement activities at customer location.
- SIP Link restoration and troubleshooting that require set up and analysis of SIP traces.
Senior System Engineer
Tech Mahindra Pvt. Ltd
07.2016 - 12.2019
- Worked for Avaya support engineer, Worked on tickets and resolve issue
- Daily Health checks, MAC changes, Basic troubleshooting, maintenance and administration of Avaya CM, Avaya S8500, S8700 Media Servers
- Avaya G430, G450 and G650 Media gateway cards like IPSI, MEDPRO, CLAN, VAL, DS1 MM710, MM714, MM711 configuration and maintenance.
- Avaya One-X-Agent, One-X-application with Central Management Server – To manage Avaya One-X-Agent Users to register H.323 Softphone on Windows Machines and for getting Screen Pop-Up.
Telecom Engineer
IT Source India Technology Pvt. Ltd.
09.2009 - 04.2010
- Move, Add, Change, Delete of Avaya Extensions, Agent Ids, Trunk groups, Signaling groups, Hunt groups
- Daily Health checks, MAC changes, Basic troubleshooting, maintenance and administration of Avaya CM, Avaya S8500, S8700 Media Servers.
- Installing, configuring & Trouble shooting of Avaya analog digital & IP phones.
Education
Bachelor of Engineering - Electronics And Telecommunication
Shivaji University
Master of Technology - Electronics
Shivaji University
Skills
- Network performance monitoring
- Project management abilities
- Team Leadership and Mentoring
- Telephony Systems Management
- AVAYA Servers,Media Gateway CM, ESS, LSP, AES, SM, SMGR, AEP, IVR
- Nice CLS, Nice logger, Nice Engage
- CISCO: CUCM, Call manager, CISCO Packet Tracer, Cisco routers and switches
- Oracle & Ribbon SBC, Verint Servers,Microsoft: Teams
Certification
1) 60662T Administering the Avaya Session Border Controller R8 Specialized.
2) 60941T Administering Avaya Messaging R11 Specialized
3) 21260T Administering Call Management System
4) 61131T-Administering Avaya Aura® System Manager Specialized
5) 61451T-Administering Avaya Aura® Communication Manager Specialized
6) 70390W-Upgrading to Avaya Aura® 10.2 7) 67200T- Administering Avaya IP Office™ Platform R11 Specialized
8) 20320T: Avaya Aura® Call Center Elite Administrator Specialized
9) 31812T: Avaya Aura® Platform Design Proficient
10) 43322T:Avaya Enterprise Cloud™ Sales Proficient 11) 20641T: Avaya Experience Portal Administrator Specialized
12) Introduction to Generative AI - Art of the Possible(AWS)
Timeline
Senior Voice Engineer
Capita- Ventura India Pvt. Ltd
09.2023 - 08.2024
Avaya BB Engineer
Quess Corp Ltd.
03.2023 - 08.2023
Senior Technical Specialist
Stratosphere IT Service Pvt. Ltd
10.2022 - 03.2023
Senior Technical Specialist
DXC Technology and Avaya India Pvt. Ltd.
01.2020 - 10.2022
Senior System Engineer
Tech Mahindra Pvt. Ltd
07.2016 - 12.2019
Telecom Engineer
IT Source India Technology Pvt. Ltd.
09.2009 - 04.2010
Bachelor of Engineering - Electronics And Telecommunication
Shivaji University
Master of Technology - Electronics
Shivaji University
1) 60662T Administering the Avaya Session Border Controller R8 Specialized.
2) 60941T Administering Avaya Messaging R11 Specialized
3) 21260T Administering Call Management System
4) 61131T-Administering Avaya Aura® System Manager Specialized
5) 61451T-Administering Avaya Aura® Communication Manager Specialized
6) 70390W-Upgrading to Avaya Aura® 10.2 7) 67200T- Administering Avaya IP Office™ Platform R11 Specialized
8) 20320T: Avaya Aura® Call Center Elite Administrator Specialized
9) 31812T: Avaya Aura® Platform Design Proficient
10) 43322T:Avaya Enterprise Cloud™ Sales Proficient 11) 20641T: Avaya Experience Portal Administrator Specialized
12) Introduction to Generative AI - Art of the Possible(AWS)
Similar Profiles
Shashikant KapseShashikant Kapse
Customer Service Specialist at Capita Ventura India Pvt LimitedCustomer Service Specialist at Capita Ventura India Pvt Limited
Rohit SheteRohit Shete
Executive Customer Representative at Capita (Ventura India Pvt Ltd)Executive Customer Representative at Capita (Ventura India Pvt Ltd)
Shekhar PabaleShekhar Pabale
Server Engineer at Capita (Ventura) India LtdServer Engineer at Capita (Ventura) India Ltd