Vishalkumar Deshmane
Vikhroli (East),India
Summary
With over 13 years of experience in configuring, administering, and troubleshooting Avaya and Cisco TDM and VoIP infrastructure, highly skilled VOIP engineer. Insightful manager who has successfully directed and improved operations by implementing effective employee motivational strategies and enforcing strong policies. Proficient in best practices, market trends, and regulatory requirements, ensuring that industry operations are always up to date. Talented leader with an analytical approach to business planning and excel at day-to-day problem-solving.
Overview
13
13
years of professional experience
Work History
Manager - IT Infrastructure ( Voice , Storage & Backup )
DBS Bank India Ltd.
02.2018 - Current
- Handling multiple Bank Branches for Telecom related issues
- Providing Technical Support on Cisco & Avaya 8800 Media Server, Media - Gateways G450, G700, G650 Port Networks, NICE Logger Server its application and database
- Working on all Cisco, Avaya & NICE Engage product generated alarms and customer reported Issue
- Coordination with various Vendors for day-to-day operational issues
- Understanding & Raising CRs as per the change management process and representing them in CCB & getting them approved from all the stake holders
- Maintaining the servers and making sure the servers are DBS ISCD Compliant
- Mitigating Vulnerabilities on servers and making them compliant
- Responsible for planning, scheduling, conducting and coordinating the technical aspects of projects related to Cisco CUCM, Avaya CM, AES, G650 Gateways, G450 Gateways, ESS, LSP and NICE Loggers
- Active Participation and seamlessly executing the Bank IT DR Drill since 2018
- Responsible to complete the assigned activity within timelines
- Mounting Storage and Backup related servers and performing its end-to-end cabling as per Plan
- Onboarding and Offboarding of servers and appliances with proper process in DC
- Mentoring Team and Provide Training on Voice - Infra (Avaya - UC & CC) products
Service Delivery Consultant
DXC.Technologies ( Hewlett Packard Enterprise )
07.2016 - 01.2018
- Worked in Avaya backbone team, handling more than 200 Customers worldwide
- Providing Technical Support on Avaya 8800 Media Server, Media - Gateways G450, G700, Port Networks, Session manager, System manager and many more
- Working on all Avaya product generated alarms and customer reported Issue
- Ensuring backup of all devices as per defined schedule
- Coordination with various Vendors for day to day operational issues
- Responsible to complete the assigned activity with in time lines
- Effective handling of ticketing tool adhering to the process
- Communicating with various clients on daily basis, troubleshooting their issues and providing solutions to fix the issues
- Coordinating with and guiding the on-site engineer on call in case of any replacement or reseating of devices physically
Engineer Services & Projects
AGC Networks Limited.
02.2015 - 06.2016
- Active involvement with Project Manager in preparing Scope-Of-Work for the assigned project
- Should be responsible for technical activities, training requisites and timelines in SOW
- Responsible for planning, scheduling, conducting and coordinating the technical aspects of projects related to Avaya CM, G650, G450, ESS, and LSP Application
- Installation, maintenance and administration of Avaya CM, AVAYA S8500, S8800 media servers with G650, G450 Media Gateway
- Configuration of CMS R16.3, Avaya AES servers with system platform (Version r6.1.2-32-0)
- Handled the projects independently which includes installation of Avaya CM, AVAYA S8500, S8800 media servers, Configuration of Avaya AES servers with system platform (Version r6.1.2-32-0), IP telephones, configuration of trunk groups, VDN, Vector, Hunt Groups, route patterns and ACD
- To provide Level 1/ Level 2 resolution to the problems for all voice related issues Installation and troubleshooting of internal software and various internal process applications & System Issues
- Handled activity of installation of additional licenses as per new project requirement
- Join Change Management, Problem Management weekly meetings
- Keep track of Avaya cards firmware, CM, AES version details in such a way that all systems should be on (n-1) version as per organization guidelines
- To carry out the daily maintenance checks on the systems as per the daily checklist
- To take the backups of the systems at appropriate frequencies as per the backup policy
- Co-ordination with service provider & vendor for escalations & management of operations issue
- Troubleshooting of LAN networking
Telecom Engineer
IT Source Pvt. Ltd for AGC.
09.2014 - 12.2015
- Maintenance and troubleshooting of AVAYA CM related issues
- Handling the ASA (Avaya Site Administration) Admin and Maintenance of S8800, S8300, etc
- Servers and media gateways like G450, etc
- Taking ownership of various tasks, communicating with vendors and driving issues to closure
- Maintenance & Troubleshooting of AVAYA Voice Portal v 5.2 & 7.0 related issues
- Configuring of PRI lines as well as monitoring and troubleshooting PRI issues
- Upgrading various Circuit packs/ Cards in AVAYA gateways to their latest firmware version
- Involved in managing and tracking compliance for all voice devices as per Patch Management and Security Control guidelines (per PCI and ISO standards)
- Readiness of the servers and desktops as per the PCI & ISO standards for audit purposes
- Understanding & Raising RFCs as per the change management process and representing them in CAB & getting them approved from all the stake holders
- Troubleshooting & Resolving Call recording related issues in Verint Loggers
- To carry out the daily maintenance checks on the systems as per the daily checklist
- Troubleshooting of AVP problem regarding Tomcat services and MPP manager
- IIS manager service
- Co-ordination with service provider & vendor for escalations & management of operations issue
- Checking of daily alarms and notifications
- Manage data backup and restore
- Participated and performed different types of Call Centre Voice server reboot activities and Power Shutdown Activities
- Handling / troubleshooting customer authentication related issues in IVR
- Client site: IBM Daksh / Concentrix
Customer Support Engineer / Field Engineer
TeamLease Services Pvt. Ltd for Wipro InfoTech.
01.2012 - 01.2014
- Call Center Servers and PBX Health Checklists
- PRI Configuration, installation and troubleshooting of errors
- Checklist for playback of recorded calls and screen captures
- Checking alarms generated by loggers and troubleshooting
- Implementing changes in the Call flow, creation of a new call flow, changes in the scripts of symposium as per the requirements of the clients
- Designing & developing applications using GUI interface of Nortel call pilot, assigning appropriate announcements in the application, implementing changes in the application call flow according to the client's requirement, Configuring holiday announcements during public holidays
- Daily, Weekly and Monthly backups for all the servers e.g
- CM, Loggers, IVR etc
- Also database backup & restoration
- Client site: HDFC Bank, Andheri
Education
Post-Graduation Diploma - IT Projects Management
Welingkar Institute of Management
Mumbai01.2017
Bachelor of Engineering - Electronics and Telecommunications
University of Mumbai
Mumbai01.2013
Skills
- Troubleshooting
- Maintenance
- Installation
- Upgrading
- Compliance Management
- Change Management
- Vendor Communication
- Application Development
- Call Center Management
- IVR Management
- Network Knowledge
- Health Checklists
Languages
English
Full Professional
Hindi
Professional Working
Marathi
Native or Bilingual
Timeline
Manager - IT Infrastructure ( Voice , Storage & Backup )
DBS Bank India Ltd.
02.2018 - Current
Service Delivery Consultant
DXC.Technologies ( Hewlett Packard Enterprise )
07.2016 - 01.2018
Engineer Services & Projects
AGC Networks Limited.
02.2015 - 06.2016
Telecom Engineer
IT Source Pvt. Ltd for AGC.
09.2014 - 12.2015
Customer Support Engineer / Field Engineer
TeamLease Services Pvt. Ltd for Wipro InfoTech.
01.2012 - 01.2014
Post-Graduation Diploma - IT Projects Management
Welingkar Institute of Management
Bachelor of Engineering - Electronics and Telecommunications
University of Mumbai
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