Tejas Mahajan

• Accountable for the support, troubleshoot and maintenance Of Avaya applications like AES, ACR, AEP, QM, WFO, Avaya Oceana Cloud and CM
• L2 level Troubleshooting and support on CM and Avaya Media Gateways under Incident management
• Deep knowledge of log analysis on supporting products AES, ACR/WFO
• Providing Impact Analysis of the Change/Issues
• Responsible for configuration and the issue troubleshooting within defined SLAs and timelines
• Provide Analysis to Customer on P1/P2 Cases
• Taking Care of day-to-day issues and ensuring closure of same within SLA defined
• Understanding day to day and new requirements of the Business team and working on the same
• Mentoring of the L2 team for the smooth operations of the day-to-day activities
• Taken ownership and managing 7members of a team as a Shift Coordinate
• Maintaining backups of all Avaya Products which include Avaya Servers, AES and AVP/EPM's
• Day to Day MACD on ACRs & WFO, CMS, AES, and CM (work orders) like Station and agent creations, user creation, access requests and user deletion, extension addition in ACR
• Taken ownership started the project with a team of 5 members to suppress chronic alarms
• Successfully worked and completed the chronic alarms suppression Projects for AES Grace Period alarm / Connection link down alarm under the Problem/ Change management

Provided expert support, troubleshooting, and maintenance for Avaya UC and
Contact Center CC products.
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Managed Premium Global customers in a capsule model, ensuring overall
stability and uninterrupted operations.
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Conducted in-depth impact analyses for outages, upgrades, and change requests,
implementing preventive measures to mitigate risks.
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Ensured strict adherence to SLA compliance while maintaining high-quality case
resolution standards.
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Addressed daily business requirements and facilitated cross-functional
collaboration with Service Delivery Managers and on-site engineers.
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Mentored L2 team members, fostering seamless daily operations and enhancing
customer satisfaction.
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Coordinated and delegated shift activities for a team of seven, optimizing
workload distribution and eciency.
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Successfully handled customer escalations for critical service incidents, driving
timely resolutions.

• Maintenance and administration of Avaya EPBX (MediaServer-S8500, S8800 & Gateway - MG650, MG450) CM,SM, SMGR,AVP
• Basic troubleshooting on desktop level issues
• Backup files
• MAC changes for extension, trunk, COR, COS and VDN
• Avaya cards firmware upgradation and hard IP, SIP E129, J Series phone configuration
• Avaya IP Phone ,SIP B179 E129, J Series ,polycom sound station configuration and troubleshooting of basic issues
• Avaya PRI Trunk, SIP TRUNK H.323, IP TRUNK and DS1 card configuration
• Installation and configuration of Avaya ip office 500v2,manager,voice mail pro client (version-11)
• Installation and configuration of Avaya ip office contact center (version-11)
• Installation and configuration of Avaya vc scopia xt4300,xt5000,equinox server ,polycom vc Group310,polycom vsx 7000A
• Installation and configuration of avaya one-x portal windows server