Rahul Sharma

• To communicate and work with OEM partners and stakeholders to ensure congruent, well-developed plans
• To liaise with account managers and sales team for RFP and RFTs via providing inputs to secure the projects and service agreements
• Digital-focused experience in identifying new value streams enabled by leading-edge technologies
• To work with consultants, analysts and architects to provide scope of works, Bill of Materials and project plans
• To lead and manage engineering and services teams in network infrastructure, VoIP, security, access control, and cloud services domain to ensure successful completion of multiple projects on time and within budget
• Used various tools such as Jira and Service now for progress tracking and stakeholder collaboration
• To develop project plans and timelines resulting in reduction of completion times by 20%
• To schedule regular meetings with clients and stakeholders to provide update on ongoing projects, open cases and maintenance activities
• To organize and oversee client monthly business reviews, quarterly operational and security audits, and other compliance activities
• Experience in helping clients establish a vision, road map, and governance, with exposure to frameworks like TOGAF
• To manage relationships with vendors, partners, and stakeholders, ensuring third-party agreements and project deliveries meet agreed service levels and time-frames
• To develop mitigation strategies and owned risk-assessments via change control documents and tools
• Skilled in Agile and Waterfall methodologies to ensure on-time delivery within budget constraints
• To coach and mentor engineers, helping them improve and nourish their technical skills and achieve career goals by conducting bi-weekly meetings
• To identify and resolve technical challenges, roadblocks by proactively mitigating potential risks
• To establish and maintain effective work relationships with clients, suppliers and internal teams
• To conduct regular reviews and evaluations of core business processes to identify areas for optimization and innovation
• Extensive experience in managing large-scale, business-critical IT environments, including performance management, capacity planning, and disaster recovery.
• Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.

Projects Delivered:

· Genesys Pure cloud deployment – Configuration of Purecloud solution for one of the leading energy providers in NZ. This solution covered voice, email, web chat, Agent Assist, single-sign-on and APIs.

· UCaaS and CCaaS deployment – Deployment of centralized Avaya solution to cater for over 1200 users spanning across 25 sites including 100 Contact centre staff with over 80% of users on soft-phones for a large council in Melbourne.

· Avaya Unified Communications and Contact Centre upgrade – Upgrade of a centralized Avaya solution for a leading banking and investment client to cater for over 500 users and 100 Contact centre staff.

· Avaya Unified Communications and Contact center deployment – Deployment of a centralized Avaya solution to cater for over 500 users spanning across 10 locations for an automobile and fleet management company.

· Avaya Unified Communications and Contact Centre deployment – Deployment of a centralized Avaya solution to cater for over 300 users including 50 contact center agents for a leading water corporation in Victoria.

• Design, Deploy and Manage AVAYA IP Telephony products
• Design, Deploy and Manage Contact Center Applications
• Provision and design Call Flows, IVR, Voicemail and Reporting Applications
• Design, Deploy and Manage AVAYA ERS Network switches and Gateways
• Provided advice on regular basis to Business Units and key stakeholders on the optimal setup of their Contact Center call handling
• Deliver and update Business continuity plans for telephony systems (PBX, Workforce Management, Quality Monitoring, Management Information Systems and CTI-Computer Telephony Integration)
• Install, configure and maintain Voice and Video Networks, Call Center infrastructure systems
• Install patches and upgrades to ensure the development and maintenance of an effective technology infrastructure.

• Manage and perform upgrades from Avaya Blue (Nortel) to Avaya Red (Avaya UC)
• Project management based on ITIL Methodology for clients in areas like client assessments, Technical and Service Delivery consultancy
• Installation, Administration and Maintenance of Avaya Communication Manager (MES Server, S83XX Server, S85xx Server, Avaya Common Servers), LSP, ESS, HA Solution, Avaya Aura and SME products
• Installation, Administration and Maintenance of Avaya Aura UC, CC and Nortel Products
• To own technical engagement between the customer and internal design teams in order to professionally represent the company and its overall solution offerings
• Drive sales, design and planning of the Avaya products
• Determine business and technical requirements and ensure effective communication of proposed recommendations to senior management
• Present products and technical proposals to end-users during consultation engagements to address their often complex requirements, design value-driven architectures and explain the application and ROI of these solutions
• Support the sales team by delivering compelling recommendations which directly results in the closing of new sales
• Conduct live demonstrations of Avaya products as appropriate
• Technical point of contact for prospects, customers and the sales team
• Understanding of LAN/WAN topologies, protocols, cabling and troubleshooting
• Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.

• Provide support for Avaya products (IP telephony, contact centers, unified communications, CEBP) and issues related to PBX, Servers (s8500 Series), switches and gateways and to provide resolutions within SLA
• To perform simple and complex Move, Add and Changes (MAC) requests on large scale on CMS, PBX, Modular messaging and Audix Devices
• Coordinate with client MAC authorizers to discuss MAC database
• Responsible for performing server backups and reboots for clients (JP Morgan etc.)
• Worked on administration tools to generate reports to discuss any product issues and areas of improvement by conducting weekly conference calls with clients
• Implemented process improvements to ensure that cost center exceeds its goals
• Monitored and proactively managed alarms generated by Smarts on various customer premise equipment and maintained SLA as per severity of alarms
• Worked with different teams like Modular Messaging, Client Telephony Integration team, Applications Team and most of times with Onsite Technician to resolve issues and reach desired expectation of resolution from customer end.

• Responsible for timely resolution of assigned cases raised by clients, within defined Service Level Agreement (SLA)
• Plan, troubleshoot, document and implementation of computer systems in remote sites as well as printers, servers and HP network equipment for IBM Clients
• Install, configure and integrate computer systems, network devices, workstations and servers
• Analyze, evaluate and monitor network structures to ensure optimal performance
• Assess and recommend area of improvements to HP integrated hardware, software, communications and operating systems
• To prepare and maintain the documentation of the resolutions provided related to network faults, operating system issues, administering applications and workstations
• Provided support included hardware and software problem resolutions, equipment installation, Move/ Add/ Change and data migration.
• Implemented data-driven decision-making practices to drive continuous improvement initiatives.