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masthan mahamad

Avaya Support engineer

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Intro
Hyderabad, India
Avaya Engineer at COLLABRIDGE PVT LTD
Studied FINANCE at Kakatiya university
Information Technology & Services
Joined December 26, 2022

Skills

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English
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Advanced
Hindi
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Fluent
About
My name is Masthan Mahamad from India belongs to Hyderabad Telangana state i have 5 years of experience in Avaya UC platform also Contact center environment • Administration, maintenance and troubleshooting of Avaya Voice PBX and IP telephony. • Administration, maintenance and troubleshooting of Avaya Gateways like G650, G450 and G430. • Managing all kinds of Circuit Packs including IPSI, VAL, CLAN, Media Processor and DS1. • Configuring dial plans, locations, Uniform dial plan, AAR, ARS • Taking logs from servers, gateways and analyzing the same. • Have knowledge on CMS and AES. • Integration of CMS, AES with CM. • Taking backups of AES, CM and CMS. • Performing Server and Gateway reboots. • Knowledge on SM&SMGR. • Adding, removing, modifying, agent skills in Avaya. • Knowledge on Backup issues. • Escalating the issues to vendors and following up with vendor. • Monitoring and balancing the Queue and work load of the team members conducting case quality review during the team meetings. • Troubleshooting and providing quick solutions to incidents in queue • Take part in escalations and engaging the Tier 3 team • Planned maintenance and major activities. • Handling major issues, escalations and follow ups if required. • Design or modify ACD call flows as per the client requirements.
Experience
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COLLABRIDGE PVT LTD
Jan 2017 – Present
Hyderabad
Avaya Engineer
• Administration, maintenance and troubleshooting of Avaya Voice PBX and IP telephony. • Administration, maintenance and troubleshooting of Avaya Gateways like G650, G450 and G430. • Managing all kinds of Circuit Packs including IPSI, VAL, CLAN, Media Processor and DS1. • Configuring dial plans, locations, Uniform dial plan, AAR, ARS • Taking logs from servers, gateways and analyzing the same. • Have knowledge on CMS and AES. • Integration of CMS, AES with CM. • Taking backups of AES, CM and CMS. • Performing Server and Gateway reboots. • Knowledge on SM&SMGR. • Adding, removing, modifying, agent skills in Avaya. • Knowledge on Backup issues. • Escalating the issues to vendors and following up with vendor. • Monitoring and balancing the Queue and work load of the team members conducting case quality review during the team meetings. • Troubleshooting and providing quick solutions to incidents in queue • Take part in escalations and engaging the Tier 3 team • Planned maintenance and major activities. • Handling major issues, escalations and follow ups if required. • Design or modify ACD call flows as per the client requirements.
Education
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Kakatiya university
Jul 2009 – Aug 2011
M.B.A, FINANCE
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