Yogesh Vilas Dhoke

Voice Engineer with expertise in incident management, implementation, and critical outage resolution within an ITIL-aligned service delivery model, ensuring SLA compliance and business continuity across banking and healthcare domains. Skilled in designing and implementing complex telecom solutions, with proven resilience.

• Avaya Aura Administration for 350+ agents (Communication Manager, Session Manager, Messaging, Media Servers, Gateways, LSP/ESS).
• Strong in infrastructure health checks, proactive log analysis, and advanced troubleshooting for connectivity, prompts, and voice quality.
• Operational knowledge of Genesys Cloud CX (tenant navigation, queue/user admin, IVR validation, call trace capture, dashboard monitoring).
• Hands-on with multi-vendor contact center setups (Avaya, Genesys, Huawei IPCC), IVR optimization, and performance analytics.
• Experienced in L1–L3 incident management, runbook-driven troubleshooting, and escalation handling.
• Additional contributions: RFP/RFQ preparation, SOW/SOP drafting, training documentation, and client presentations.
• Contributed to the planning and execution of multiple large-scale projects involving the deployment or expansion of network infrastructure elements.
• Led a team of junior analysts, providing mentorship and guidance on best practices in network analysis.
• Evaluated emerging technologies to determine their potential impact on current networks and business processes.

• Managed client relationships through regular check-ins and updates on project progress.
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
• Enhanced communication among team members to foster collaborative and supportive work environment.
• Delivering global remote support via ServiceNow, managing ticket queues, escalations, and hardware troubleshooting.
• Avaya Phones programming: enabling features, tracing calls, trunk programming, coverage path/time setup, and coordinating on-site tech for port/cable/phone changes.
• Handling voice issue troubleshooting for extensions and consoles, and configuring Asterisk voicemail for users.

• Perform remote diagnosis and resolution of incidents on Avaya infrastructure, ensuring SLA compliance, and ITIL process adherence.
• Provide global remote support to Morgan Stanley users across 300+ sites via the ServiceNow ticketing system.
• Program and configure Avaya phones per client requirements, enabling features, and validating functionality.
• Troubleshoot voice issues for extensions and consoles: call tracing, trunk programming, coverage path/time setup, and coordination with onsite technicians for port, cable, and phone changes.
• Manage the ServiceNow unclaimed ticket queue, route tickets per the escalation matrix, and resolve hardware issues.
• Support new hire requests, and establish direct voice links for immediate problem reporting. Configure voicemail for individual users.
• Ensure strict ITIL-based process adherence, routing misdirected tickets to the appropriate infrastructure teams.
• Handle problem queries and escalations, resolving issues directly, or escalating per defined process.
• Develop and maintain vendor relationships, ensuring SLA compliance.
• Collaborate with procurement to order headsets, Polycom, Avaya phones, and other telecom accessories.

• Managed cabling staff for a 24/7-supported data center project with 1,800 ports. As part of the core implementation team, I oversaw site handover, and coordinated circuit testing and issue resolution with service providers. Supported cabling infrastructure for PABX, IPC trader phones, voicemail, and voice recorders.
• Handled telecom and network maintenance, and technical troubleshooting via voice support and remote login. As an onsite engineer, I supervised rack installations, patch panels (copper and fiber), voice port patching (Crone module and I/Os), and vendor management. Conducted raceway design verification, site surveys, and port scanning/rectification.
• Proven ability to learn quickly and adapt to new situations.
• Managed time efficiently in order to complete all tasks within deadlines.
• Excellent communication skills, both verbal and written.
• Self-motivated, with a strong sense of personal responsibility.