1008, San Jacinto Dr., APT 1026,

                                                                                         Irving, Texas 75063

                  E-Mail: garg02@gmail.com

                   Alternate Email: amitkumargarg28@gmail.com

                                                                                          Mobile: 832-609-4586, 832-827-3635

                                  LinkedIn:  https://www.linkedin.com/pub/amit-garg/49/21b/207

             YouTube: https://www.youtube.com/user/AvayaMentor/search?query=amit

 

Career Objective:

Aspire to become a good cooperate citizen maintaining professional and organizational ethics while moving up the organization hierarchy by knowledge, dynamism and strategic understanding of the management.

 

Technical Summary:-

·   Experience in Voice Over Internet Protocol (VoIP) and IP Telephony

·   Experience in Audio and Video Conferencing

·   Experience in Contact Center applications

·   Experience in Unified Communication applications.

·   Information Technology Infrastructure Library (ITIL) framework (Process improvement)

·   Design, Implementation and Configuration of Voice and Video infrastructure

·   Design tools like Enterprise Configurator (EC) or Avaya Solution Design (ASD), Orchestration Designer etc.

·   Avaya S8300, S8500, S87xx, S8800, HP DL360 Servers, Avaya G3r and G3si Systems

·   Avaya Automatic Call Distribution (ACD), Avaya Communication Manager

·   Avaya Aura System Platform, Avaya Aura Communication Manager 6.x release

·   Aura Session Manager, Avaya Aura System Manager, Presence Services and MBT

·   Call Management System (CMS), Avaya Aura Experience Portal and POM

·   Avaya Media Gateway (G700/G450/G350/G250, G650 ), IVRs

·   Cisco Unified Communication Manager (CUCM)/Cisco Call Manager/CIPT

·   Avaya Analog, Digital, IP End poi, One-X Communicator and One-X Agent

·   Avaya Aura Communication Manager Messaging (CMM)

·   Avaya Aura Messaging 6.1 and Audix

·   AACC, EDP applications

·   Microsoft Office 365

 

Professional Certifications:

AVAYA Certificates:

·   (ACIS-6002) AVAYA Aura Communication Manager and CM Messaging (R6.0) Implementation

·   (ACSS-3100) Avaya Aura® Communication Manager and CM Messaging – Embedded (3100, 3101 and 6002)

·   (ACSS-3101) Aura® Session Manager and System Manager Certificate

·   ACSS - SME Communications ( IP Office)

·   AVAYA Professional Design Specialist ( APDS- Unified Communications)

·   AVAYA Professional Design Specialist ( APDS- Scopia® Solution)

·   AVAYA Professional Design Specialist ( APDS- Networking)

·   AVAYA Professional Design Specialist ( APDS- Contact Centers)

·   AVAYA Professional Sales Specialist ( APSS- Avaya Midmarket Solutions)

·   AVAYA Professional Sales Specialist(APSS-Avaya Customer Engagement Solutions)

·   AVAYA Professional Sales Specialist (APSS-Team Engagement Solutions)

·   AVAYA Professional Sales Specialist(APSS- Networking Solutions)

·   AVAYA Professional Sales Specialist (APSS- Scopia® Solutions)

·   ACSS- Radvision Scopia® Solution for Video Communications

·   (ACET-200) AVAYA  Certified Expert-IP Telephony

CISCO Certificates:

·   CISCO Certified Voice Professional (CCVP / CCNP-Voice)

·   Cisco Voice over IP  (CVOICE)

·   Implementing Cisco Unified Communications IP Telephony Part 1, Part 2 (CIPT1, CIPT2)

·   Troubleshooting Unified Communications (TUC)

·   Quality of  Service (QOS)

·   Cisco Certified Network Associate (CCNA Data, CCNA Voice)

 

Total Work Experience: 10+ Years in Architect, Design, Implementation, Consulting and Support of (Unified Communications, Contact Center, Collaboration, Mobility, Audio and Video Conferencing, Cloud, Voice over IP, Design tools like ASD and EC, Office 365 etc.)

 

Company: - Avaya Inc., Coppell, Texas

Duration: - From 16^th Feb 2015 till date

Current Position: - I.T. Architecture Sr. Manager (30-SMGR)

Project Information Responsibilities:-

 

·   Enterprise architecture to oversee an IT strategy team and serve as a business-to-technical liaison.

·   Responsible for ensuring the completeness of enterprise architecture as well as the production and design of complex IT systems, which may include, but will not limited to: requirements discovery and analysis; formulation of solution context; identification of solution alternatives and their assessment; technology selection; and design configuration.

·   Responsible for application deployment; creation and maintenance of the infrastructure; and data technology and life cycle.

·   ACDs, Voice, CTI, VoIP, Desktop Video, SBC and Chat technologies to lead the design development of an integrated suite of applications for enterprise deployments as well as establish and create a set of Core IT Standards and Architecture for these application suites. 

·   Identify complex business needs and recommend solutions to complex IT problems.

·   Architectural designs and implementation of large-scale VOIP, Contact Center and Unified Communication applications.

 

Company: - VDI Communications Inc., Houston, Texas

Duration: - From 21^st Jan 2013 to 13^th Feb 2015

Current Position: - Solutions Engineer- Voice

Project Information Responsibilities:-

 

·             Experience in planning, designing, implementing and troubleshooting Unified Communications and Contact Center and Video solutions and technologies.

·             Design/Architecture complex hosting solutions and corresponding services, working with sales personnel in response to customer needs.

·             Use design tools Configurator (EC) and Avaya Solution Design (ASD) for creating design for customers.

·             Present advanced technical concepts in a clear manner to customers through demonstrations, technical review, and design/proposal presentations.

·             Provides Tier1 through Tier3 engineering support, advice and consultation for Voice over IP.

·             Design and implement IP Telephony infrastructure and functional solutions by translating business requirements into project plans through implementation of Avaya IP Telephony applications including Avaya Aura Communication Manager, Session Manager, and System Manager, Messaging, Media Gateways, Call Center and other Unified Communications and Contact Center portfolio products.

·             Creates and Updates technical documentation, videos, & engineer library for complex network design, operation, installation and procedural manuals.

·             Pre-Sales and Design ( Validate Designs and work with Avaya, CISCO Distributors to provide complete solutions for all size of Business, Analysis and Consultative Design for the Customers, Licensing, Technical Sales Consultation)

·             Implementation (Installation, Configuration of Avaya UC, SME, CC and Radvision Video Systems, Project Management, Ownership of end to end Project Delivery, Documentation and Delivering training's to Support teams and Customers)

·             Voice Best Practices (Managing the Avaya PRM Partner Portal, New Opportunities, Sales Support Requests, and Key technical Advisor to Sales Team, Creating Quotes, Registering deals and Special Bid Pricing etc.)

·             Vendor Management (Working with Avaya, Distributors and, Microsoft, EMC etc.)

·             Working with Avaya Channel Management team for Business Partner Authorizations (Implementations, Maintenance, Service Experts in Enterprise and SME Markets, CSAT and ISAT Surveys etc.)

 

Company: - Avaya India Pvt. Ltd., Hyderabad, Pune

Duration: - From 1^st Nov 2008 to 11^th Jan 2013

Position: - Serviceability Manager

Project Information Responsibilities:-

Project: Critical Account and Service Engineering-TRS

Role: Serviceability Manager - Avaya Aura CM 6.2 Release, System Platform, Utility Services 6.2 and HMS400 R3.0, Avaya Aura Presence Services

 

Roles and Responsibilities:

·             Voice and Video infrastructure design, implementation and maintenance that includes Unified Communications, Voice over IP, Contact Center and Video products and technologies.

·             Installation and Configuration of Avaya Aura Session Manager, System Manager, System Platform and Communication Manager 6.0.1 /6.2 Releases on HP DL360 G7 Servers.

·             Ensure New Products meet GSD Serviceability requirements.

·             Ensure GSD is ready to support new products at product launch.

·             Installation of System Platform 6.x, Avaya Aura CM 6.x templates and Utility Services

·             Upgrade and Migrations from the previous releases (5.x/6.0.1) to Avaya Aura Core 6.2.

·             Installation of Avaya Media Gateway’s like G700/G450/G350 and P330 Stack Processor, Avaya Media Modules, Circuit Packs etc.

·             Working on the Avaya Mentor Project (Creating Technical Video’s on Avaya UC products and publishing them on the YouTube (Public) and Online Mentor.

·             Improve communication on new product, Product quality, skill requirements and trainings.

·             Document Reviews (SRAD, Installation and Troubleshooting etc.).

·             Identify potential serviceability gaps (gaps from previous release, standard Services gaps for new project and/or gaps identified by Services teams, plus BRD's and Internal Standards CEC's). Effort will include requesting and collecting input from stakeholders (BB, ADE, CPE, APS etc.).

·             Delivered multiple trainings (product training, Knowledge transfer) on Avaya Aura CM 6.0.1/6.2 and Utility Services across the different line of business.

·             Knowledge Management (an author of more than 200 KM Articles).

·             Added responsibilities are hiring engineers for different organizations across Avaya India.

 

Project: Global Support Services

Role: Sr. Management Associate/ Sr. Software Engineer

Roles and Responsibilities:

As a part of the Global Support services (GSS), “Converged Tier 3” providing support to businesses worldwide. Customer issue resolution involves post sales implementation and post production support.

·   Managing Global Customers for Changes and additions in existing setup.

·   Configuration, Troubleshooting and Upgrade of AVAYA switches such as S87XX, S85XX, S8400, S83XX, S8800 and necessary components remotely.

·   Installation and Backup of Media Gateways like G450, G350, G350 and G700, CM etc.

·   Patch/Service Packs installation in Communication Manager and other Products.

·   Configuration, Troubleshooting and Upgrade of Media gateways G700, G450, G350 etc.

·   Troubleshooting ACD, Call Centre and Integrations.

·   Installation, Configuration and Upgrade of AVAYA Communication Manager version 3.x, 4.x and 5.x, 6.x, Utility Services, etc.

 

Project: Global Readiness and Serviceability (GRS) and Problem Management

Role: Software Engineer (Business Planning Manager)

Roles and Responsibilities:

Worked as a Lead and project coordinator Problem management project for one year and then have been moved to Technical Readiness & Serviceability team as a BPM. In Problem management and TRS our objective is to resolve the underlying root cause of incidents and consequently prevent them from recurring. We are trying to identify the root cause of past incidents and presents proposals for improvement by using ITIL Framework:

 

·   Responsible for the overall project management including preparing project charter, coordinating between teams, work with stakeholders, Document project progress, managing project assistants in their day to day work, perform risk analysis, perform gap analysis and stakeholder engagement

·   Proactively identifies trends and potential problem sources. Assists in tracking proactive issues using the PTA (Product Trend Analysis) and CTA (Customer Trend Analysis) tool.

·   Identifies trends and records problems by analyzing incident details on the basis of their priority and then Develops recommendations for problem resolution.

·   Provides management information and uses it proactively to prevent the occurrence of incidents and problems in both production and development environments.

·   Minimize the adverse impact of unavoidable incidents and Diagnosing the root cause of incidents. Report Creation/Distribution/ Resolution Coordination.

·   Utilizes Excel as the primary tool used for reporting. Utilizes Excel to generate reports in tabular form, perform calculations, and generate charts/graphs.

·   Worked on the Avaya Safeport Projects where I worked with the GSS lab ordering team on closing out projects on a timely manner to avoid carry over for FY11. I was managing this whole key project along with one more team member from US.

 

Company:  Magna InfoTech Pvt. Ltd., Hyderabad (Client- Avaya India Pvt. Ltd.)

Duration: - From 2^nd May 2008 to 31^st Oct. 2008

Position: - Software Engineer

Roles and Responsibilities:

 

·   Proposes and monitors the implementation of solutions for non-routine customer reported incidents to ensure that situation is resolved.

·   Voice and Video infrastructure that includes Unified Communications, Voice over IP, Contact Center and Video products and technologies.

·   May provide support to end user installations, configurations, upgrades and migrations through basic problem solving and troubleshooting.

·   Provides remote post-sales support of software and/or hardware systems, sub-systems, and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.

·   Proactively identifies trends and potential problem sources. Assists in tracking proactive issues using the tools like Product Trend Analysis and Customer Trend Analysis. Report Creation/ Distribution/ Resolution Coordination and use of ITIL Methodologies.

·   Worked on Avaya Online Mentoring project where I am uploading the Avaya technical documents to WiKi pages (By using the WiKi scripting).

 

Company:  WIPRO Ltd. (InfoTech Division), Gurgaon

Duration: - From 29^th Aug 2006 to 29^th April 2008

Position: - Sr. Engineer Voice Support

 

Roles and Responsibilities:

·   Manages and oversees the design, installation, maintenance, integration and management of Avaya, Nortel and CISCO VOIP telecommunications technologies, systems and services.

·   Voice infrastructure that includes Unified Communications, Voice over IP, Contact Center, IP Telephony and Video products.

·   Process improvement with ITIL Framework.

·   Knowledge of Avaya Technologies like Application Enablement Services, Communication Manager with SIP experience, Call Management System, Interactive Voice Response etc. Perform Move, Add and Change activities in the phone system.

·   Experience in designing ACDs, Vectors & VDN as per the requirements from Call Centers and use tools like ASD, EC etc.

·   Administration & maintenance of CTI, Nice Logger, CDR and AIR, IP IVRs etc.

·   Develop and streamline processes to further improve delivery of Telecom services

·   Participation in several IPT projects (analyzes, design, test, implement and support).

·   Inventory management for all Voice related equipment’s and Vendor management.

·   Programming of Avaya and CISCO Communication Manager and Call Center features.

·   Configuration and upgrade of Avaya Servers, Gateways and Circuit packs etc.

·   Co-ordination with Avaya, CISCO, Servion, and Bharti Airtel for all voice related issues.

 

Company: - CMS Computers Ltd., Delhi (Client- Citigroup Global Services Ltd., New Delhi)

Duration: - From 5^th Dec 2005 to 25^th Aug 2006

Position: - FMS Engineer

Roles and Responsibilities:-

·   Maintain and manage the Voice infrastructure that includes Unified Communications, Voice over IP, Contact Center and Video products.

·   Maintaining & Troubleshooting of Avaya S8500 Server.

·   Installation of Analog & Digital phones through PBX, and more than 300 direct lines.

·   Administration and monitoring of Call Billing System (CDR) of Telesoft.

·   Maintaining and Configuring and Monitoring the E1 links.

·   Configuration DS1/CLAN/Medpro and other Cards.

 

Company: - PC Solutions Pvt. Ltd., Delhi (Client- American Express Bank Ltd, Gurgaon)

Duration: - From 24^th Jan 2005 to 30^th May 2005 (Internship for B.Tech 8^th Semester)

Position: - Engineer Trainee

Responsibilities:-

·   Maintaining & Troubleshooting of Avaya G3r Definity System, Intuity Audix.

·   Installation of Analog & Digital phones/extension through PBX, and more than 200 direct lines & providing all kind of features and Traffic analysis through EPABX.

·   Administration and Report generation from Call Data Recording (C.D.R.).

·   Maintaining and Configuring and Monitoring the E1 links and WAN Traffic.

·   Analyze WAN traffic through NetQoS Database and Data Network troubleshooting.

 

Professional Qualification:

B.Tech in Electronics and Instrumentation Engg. From “The Technological Institute of Textiles & Sciences”, Bhiwani (Haryana) in May 2005 with 68.7%. (Est. 1943, Under Birla Education Trust).

Academic Qualification:

·   Passed Ten plus Two (Xii) from P.S.E.B from Govt. Ranbir College, Sangrur (Punjab) with 60.00% marks in June 2000.

·   Passed Metric (X) from P.S.E.B from Prem Sabha National High school, Sangrur (Punjab) with 72.8% marks in June 1998.

Software Ability & Tools:

·   ‘C’, C++ Language.

·   MS-Office & Working Knowledge of Window and Linux OS

·   Maestro  and Siebel Ticketing Tools, HP Service Manager

·   Product Trend Analysis tool (PTA) and Business Objects tool

·   ASD, EC, Orchestration Designer etc.

Training/Development Programmes attended and delivered:

·   Delivered multiple KT’s/trainings on Avaya Aura CM 6.0, 6.2 release and Utility Services 6.0, 6.2 releases to different line of business like GPS, APS, AOS, CASE and SD etc.

·   Avaya Aura Communication Manager 6.0 AVAYA India Pvt. Ltd., Hyderabad

·   Boot Camp-I,II (15 Days) at AVAYA India Pvt. Ltd., Hyderabad

·   SIP Level-1/Session Manager training ( 5 Days) at Avaya India Pvt. Ltd, Hyderabad

·   IP Soft-clients training (IP Soft-phone, One-X Communicator and Agents, IP Agents)

·   ITILV3 Foundation certification training (2 Days) from QLogy Mgmt. Services Ltd., Pune

·   Completed CCVP (Cisco Certified Voice Professional) Certification training ( 4 months) from NETWORLDZ, Hyderabad

Reorganization and Awards:

·   Two Circle of Excellence "You Made a Difference" awards for:

ü       Contribution towards the team was significant in the areas of technical skills & contribution towards KM articles.

ü       Splendid contribution Trend analysis and you have gone above and beyond your normal work responsibility and helped the team in various time critical activities.

·   Highest contribution in Avaya Knowledge Management Articles (200+) among all regions (APAC, EMEA, NAR and CALA) and “100 KM” award winner.

·   Awarded FAST TRACK CHAMP of team.

·   Selected by Cisco Systems Inc., USA for their “CISCO Learning Network Co-Laboratory Program”. The Cisco Exam Co-Laboratory project is a program through which you can earn a time extension on your Cisco certification in exchange for your help authoring and reviewing Cisco exam items. Authored 40+ items and received a one year extension on the CCVP certification from Cisco Systems Inc.

·   Winner of AGS Circle of Excellence Q2 2011 "Best Performance in a Supporting role" award.

·   “Employee of the Year 2013” award at VDI Communications Inc. to achieve “Partner in Customer Excellence" designation from Avaya and “Implementation Authorization Only” Unified Communications.

Extra-Curricular Activities:

·   Won Prize in Circuit Designing in National level ELECTRO EPITOME fest.

·   Won prize in science & Electronics quiz contest.

·   Participation in various national levels Tech fest in technical and cultural events.

Hobbies:

·                     Music and Net surfing.

Personal Details:

·                     D.O.B.    :            28^th March 1982

·                     Father's Name             :            Shri Balwant Rai Garg

·                     Sex                  :            Male

·                     Marital Status    :            Married

·                     Languages Known    :            English, Punjabi, Hindi

·                     Nationality    :         Indian

 

 

 

Date:                       (Amit Kumar Garg)