Azeezullah S

Experience

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  TATWA Technologies Ltd

  Mar 2012 - Nov 2014

  Senior Analyst

  Key Responsibilities:• Senior Analyst in Avaya Site Administrator• Resolving the problems related to Avaya Phones, Agents and Trunk.• Coordinating with internal teams and vendors based on requirements.• Keeping Track of Avaya alarms and error logs on the system and troubleshooting day to day Problem.• MACD (Move, Add, Change, Delete) in Avaya CM (Communication Manager).• Creation of Agent IDs, Hunt groups, VDNs, Vectors and Extensions in Avaya CM.• Responsible for daily administration of AVAYA Media Servers (S8500/S87XX).• Resolving the problems related to Phones,Agents and Trunk.• Coordinating with internal teams and vendors based on requirements.• Keeping Track of alarms and error logs on the system and troubleshooting day to day Problems.• Creation of Agent IDs, Hunt groups, VDNs, Vectors and Extensions in CM.• Performing Daily Health Checks on Avaya Servers. • Troubleshooting the issue related to Agent login /logout, call quality and movement.• MACD (Move, Add, Change, Delete) in CM (Communication Manager).• Having knowledge different types of Circuit packs (cards) in Gateway and their functionalities.• Physical movement/Swapping of Digital/IP phones and install.• Managing agent IDs, Groups and CMS user logins. Show less

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  HCL Technologies (Infrastructure Services Division)

  Nov 2014 - Aug 2021

  Senior Specialist

  Roles & Responsibilities:• Senior Specialized in Avaya UC and CC Solutions.• Resolving the problems related to Avaya Phones, Agents and Trunk.• Keeping Track of Avaya alarms and error logs on the system and troubleshooting day to day Problem.• MACD (Move, Add, Change, Delete) in Avaya CM (Communication Manager).• Creation of Agent IDs, Hunt groups, VDNs, Vectors and Extensions in Avaya CM.• Monitoring Avaya Aura messaging server.• IP Trunk and ARS/AAR Infrastructure Routing Support.• Regularly taking backups on Avaya application servers. • Creating users account and voicemails in Netcall (Contact Center). • Knowledge and Technical support in Five 9 contact center applications.• Knowledge and technical support in Five9 Toll free call routing campaigns.• Creating Users Account on Five 9 Contact Centers.• Creating Agent, Supervisor, Administrator Profiles in Five9 Contact Center.• Providing Technical Support in creating new Contact Centers and call-flows, Outbound / Inbound Campaigns documentation.• Downloading and Installing the Five9 Softphone on User Machines (Desktop / Laptop) to login agent and supervisor consoles.• Providing Five 9 Station Id’s to Agent, Supervisor to view the calls logs.• Changing (Time plans, Announcement settings, Email routings and Uploading prompts in the dialogues queues Five 9 Contact Center.• Monitoring and Checking the health status in the Five9 servers / Applications (NA, EMEA and APAC Domains).• Knowledge on CRM integrations to configure the integrations with leading on-demand CRM vendors.• Knowledge and technical support on Call variables (Agents, Call, Customers, IVR, Omni Channel, Routing and Salesforce).• Trained on LYNC server 2010 and Skype for Business.• Working on Skype for Business L1 & L2 tasks on Daily basics.• Knowledge in Skype for business and Audio codes Mediante 1000B Gateway.• Specialized in Microsoft Teams Admin Support.• Knowledge in Microsoft Teams, OVOC monitoring, PowerBI dashboards. Show less

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  Wipro Technologies

  Aug 2021 - now

  Lead Administrator

  1) Experienced in end-to-end configuration and support of AudioCodes SBCs M1K,M4K,M800, MP gateways; SIP interfaces, Proxy sets, IP groups, Routing rules, Inbound & Outbound manipulations, IP profiles, SIP message normalization, LDAP, ISDN PRI E1/T1 trunk configuration, syslog analysis, debug recording with Wireshark,2) Hands on experience on AudioCodes one voice operations center; Add SBCs to network map, flex pool license, call details and reports.3) Expertise in AudioCodes Routing Manager; Integrate AudioCodes and third-party SBCs with ARM, Prefix groups, Routing groups and routing rules, Normalization groups, troubleshooting calls.4) Hands on Experience on Five9 contact Center and providing global technical supports.5) Knowledge and technical support in Five9 Toll free numbers and call routing campaigns.6) Creating Agent, Supervisor, Administrator Profiles in Five9 Contact Center.7) Providing Technical Support in creating new Contact Centers and call-flows, Outbound / Inbound Campaigns documentation.8) Downloading and Installing the Five9 Softphone on User Machines (Desktop / Laptop) to login agent and supervisor consoles.9) Changing (Time plans, Announcement settings, Email routings and Uploading prompts in the dialogues queues Five 9 Contact Center.10) Providing Five 9 Station Id’s to Agent, Supervisor to view the calls logs. 11) Monitoring and Checking the health status in the Five9 servers / Applications (NA, EMEA and APAC Domains).12) Knowledge on CRM integrations to configure the integrations with leading on-demand CRM vendors.13) Knowledge and technical support on Call variables (Agents, Call, Customers, IVR, Omni Channel, Routing and Salesforce). Show less

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  Wipro Technologies Bangalore

  Aug 2023 - now

  Senior Consulting Manager

   Handling Five9 BAU Configurations, IVR Scripts, Managing Virtual observer configurations, Managing and troubleshooting campaigns and calls. Knowledge of CRM integrations to configure the integrations with leading on-demand CRM vendors. Knowledge and technical support on Call variables (Agents, Call, Customers, IVR, Omni Channel, Routing and Salesforce). Changing (Time plans, Announcement settings, Email routings and Uploading prompts in the dialogues queues Five 9 Contact Center. Monitoring and checking the health status in the Five9 servers / Applications (NA, EMEA and APAC Domains). Providing Five9 Roles to agents / Supervisor based on requirements. Troubleshooting Five9 issues with agents, Supervisor, Administrator, Salesforce with (Call Quality, Audio issues, Softphone issues, Chrome Extension issues, Station ID’s errors, etc.) AudioCodes Media Gateways, FXS & FXO Gateways, SBC’s & OVOC. Protocols SIP, ISDN, H323, MGCP, SDP, SNMP, T.38, H.264. Experienced in end-to-end configuration and support of AudioCodes SBCs M1K, M4K, M2600, M800, MP gateways; SIP interfaces, Proxy sets, IP groups, Routing rules, Inbound & Outbound manipulations, IP profiles, SIP message normalization, LDAP, ISDN PRI E1/T1 trunk configuration, syslog analysis, debug recording with Wireshark.  Design, Deploy, implement, and troubleshoot of AudioCodes SBCs (M1K, M2600, M800, MP Gateways), AudioCodes Routing Manager (ARM) and AudioCodes One Voice Operations Centre (OVOC).  Microsoft Teams direct routing; Enterprise Voice, Dial plan, Normalization, PSTN usages, Voice routes, Auto attendant, call queues.  Expertise in AudioCodes Routing Manager; Integrate AudioCodes and third-party SBCs with ARM, Prefix groups, Routing groups and routing rules, Normalization groups, troubleshooting calls.  Escalating complicated issues to vendors and service providers (Cisco TAC, AT&T, TCL, TTSL, British Telecom, Airtel, Verint etc.) Show less