Angrez Sangherra
Angestellt, Customer Engagement Manager CEM, ACTIVEO
Nyon, Schweiz
Über mich
.Technical Education: College and employer own products training e.g. Avaya, Alcatel, Calabrio, Genesys, Nortel, • Minimum combined 20+ years relevant experience in support, project management • Skilled in managing cross-functional platforms PBX, ACD, IVR, CTI, WFM • Skilled in managing business priorities delivering product roadmaps • Skilled in managing end-to-end lifecycle of software product development and releases – including discovery, inception and delivery • Stakeholder management skills – experienced in building, managing and coordinating • Problem solving, critical thinking and analytical skills • Planning, organizational and time management skills, team leading and building • Verbal and written communication skills, ability to translate between business and technical skill in multiple languages, having worked in several countries across Europe
Werdegang
Berufserfahrung von Angrez Sangherra
Bis heute 1 Jahr und 1 Monat, seit Apr. 2023
Customer Engagement Manager CEM
ACTIVEO
6 Monate, Okt. 2022 - März 2023
IT Support Engineer
Field Engineer.com
Freelance
Supporting end clients OneApps/Infosys/UPC-Sunrise on Avaya Telephony
6 Monate, Mai 2021 - Okt. 2021
Avaya & SDWAN Engineer
Swiss-Interim-Management GmbH, Switzerland
Remote or onsite Technical support and coordinator both remotely and onsite of end client Daikin Europe’s trouble tickets for support with the Avaya Aura telephony systems and IP network LAN/WAN architecture and EMEA SD-WAN remote and onsite monitoring of Experio (Videns SDWAN). Supporting clients Synctiv/NTT DATA / Daikin
I receive contracted work offers via the FE.com App https://www.fieldengineer.com/ (FE), it is a dedicated platform which directly offers work and connects to all sorts IT/ Voice telephony engineers.
1 Jahr und 1 Monat, Apr. 2018 - Apr. 2019
Calabrio WFH Remote Technical Support Engineer (TSE L2) EMEA
CalabrioSystems supported Calabrio One Workforce Management call recording and employee's computer screen recording and monitoring system: I have remotely supported customers in the EMEA region who encounter problems with the Calabrio’s One Monitoring and call recording platforms which have been integrated in to WFM OEM Cisco or Avaya and Calabrio Cloud software, installed via business partners of Calabrio or by Calabrio customers.
1 Jahr, Dez. 2016 - Nov. 2017
Avaya Onsite TSE - Netherlands
Daimler AG - Mercedes Benz Cars
Systems supported Avaya CM: Onsite support and Avaya Sys admin of Avaya Communication Manager WAN/LAN Hub on VM servers, SBC’s (Session border controllers), Some interface into Genesys CTI for voice services only, Verint call recording and other network facilities such conference call systems and Avaya wireless dect portable phone systems. One year only short term contracted support role for the Mercedes Benz global contact center environment based in a multi-lingual call center of 1000+ seats
Systems supported Avaya CM: Onsite Avaya Sys admin/support Avaya Aura Communication Manager System/Session manager with several LSP S8300 media gateways R.6.3 Short term onsite contracted role for system support engineering for Ratio pharm Pharmaceuticals offices and contact center in Ulm, Germany. LSE Avaya & Genesys Onsite Sys Admin/Support Support clients Hays IT/ SIG_Ulm/Ratiopharm
1 Jahr und 2 Monate, Mai 2014 - Juni 2015
Avaya Lead Support Engineer (LSE) Onsite - UK
General MotorsSystems supported Avaya & Genesys: Onsite Sys admin/support Avaya Communication Manager WAN/LAN Hub servers and G450 media gateway V 6.2, Genesys CTI 8.1, SBC’s (Session border controllers) Mediant 2000 Audio codes trunk gateways, assisted extended global teams for testing between vehicle and mobile to satellite communication base stations.
4 Monate, Juli 2013 - Okt. 2013
Avaya TSE Onsite - Ireland
Avant Money
Systems supported: Onsite Sys admin/support Avaya ESS Call Manager and G430 media gateway ESS, Pict-Tel Video conferencing, mobile applications Blackberry and Outbound dialers, Avaya Modular Messaging, Symon wallboards. Short term contracted role to performed onsite system support and configuration of the Avaya telephony and all sub network voice telephony elements for a 300 seater contact center and for a disaster recovery site based at HP premises in Dublin.
10 Monate, Apr. 2012 - Jan. 2013
Avaya TSE Onsite - Switzerland
MITC - Portage Salarial pour Consultants et Freelances
Systems supported: Onsite Avaya Sys admin/support Avaya S87xx 5.1, Avaya IQ 5. Teleopti WFM, Avaya Modular Messaging Onsite Support of Nespresso and Special T offices Telephony systems, providing support for daily break fix issues. Supporting end clients Harvey Nash/MITC SA/Nestle Nespresso
4 Monate, Nov. 2011 - Feb. 2012
Avaya Remote TSE - Switzerland
TRESAG MANAGEMENT SERVICE AG
Systems supported: Remote Avaya Sys admin/support Avaya (Nortel) CS1K incorporated with an Avaya Dect Manager system Short term coverage contracted role for remote or call out for onsite support for Johnson & Johnson Pharma for the Avaya dect phone system that was used by medical instruments engineers across sites allowing interconnectivity of the Dect phones across sites in the Neuchatel and Le Loch region.
4 Monate, März 2011 - Juni 2011
Avaya Customer Competence Center Engineer Remote - Switzerland
SwisscomShort term contracted role to cover the project rollout as a Customer Competence Centre Engineer I provided remote support for end customer engineers at Credit Suisse whilst the rollout initiative was taking place and I assisted in build of the Avaya test labs at Swisscom
Systems supported: Remote Sys support Avaya Red UC products such as S88xx /S87xx Communication Manager, AES Permanent role as a Tier 2 remote support for customers in the DACH region and as part of team of four engineers solely responsible for break fix issue with platforms utilized by the Swiss banking sector having regulator security clearance to work in this role.
1 Jahr, Jan. 2006 - Dez. 2006
Nortel IVR TSE (MPS 1000) - UK
Fluency Voice Technology ltd London UK
Systems supported: Remote and onsite support Avaya ACM 87xx range & Avaya Nortel MPS1000 IVR One year contracted role in this startup company, remotely supporting back office engineering issues with an Nortel IVR platform which hosted IVR payment services for clients such as the BBC corporation licensing CVV2 payment services, platform hardware at a secured co-location site in the docklands London, also responsible for the Avaya office telephony system
1 Jahr, Jan. 2005 - Dez. 2005
Avaya TSE Onsite - UK
Hargreaves Lansdown Bristol UK
System supported: Onsite Sys Admin/Support of Avaya 87xx Communication Manager, Witness Call recording One year contracted role, Lead support engineer, primary responsibility to train site contact center agent leads on Avaya ACD telephony and managed one IT subordinate on the Sys Admin of Avaya telephony and to manage the rollout project of extended telephony with the Business partner Central Telecom of new telephony systems across to a new sate-lite site total of 100 seats
7 Monate, Juni 2004 - Dez. 2004
Avaya Remote TSE - UK
British Telecom (Syntegra) Newcastle UK
Systems supported: Remote Sys Support Avaya 87xx CM & Definity Si, Genesys version 5.0 CTI Onsite permanent role for helpdesk remote support for the UK Department and Pensions Government site Long Benton, Newcastle, handling trouble tickets and managing Avaya system generated alarm codes to notify customer of existing or new problems for proactive management of the supplied platforms by BT Syntegra
3 Monate, Jan. 2004 - März 2004
Genesys CTI Project Consultant - Switzerland
Micheal Bailey Associates Geneva for client Renault Finance Switzerland
Three month short term contracted role, tasks performed: Project Consultant on Genesys CTI V5.0, for this Swiss finance Renault car dealer call centre offices, responsible for the project planning and scoping for project to get budget approval via HQ Paris of Renault cars.
8 Monate, Jan. 2003 - Aug. 2003
Avaya TSE Onsite - UK
Spark Response Ltd Newcastle UK
Systems supported: Onsite Sys admin/support Avaya Definity Si, Nortel Meridian mail, Harris 2020 LX, Melita Outbound dialer, Proteus Call logger. Permanent role responsible to support and upgrade of Avaya telephony and provided training to once IT subordinate on Sysadmin and support of Telephony and outbound dialer
1 Jahr und 5 Monate, März 2001 - Juli 2002
IVR TSE/ Telephony Project Manager Onsite - Switzerland
Sunrise Communications AG Zurich Switzerland
System supported: System engineer for the Nortel Periphonics IVR platform for the customer care contact centers and Project Manager for Genesys CTI across three sites in Switzerland. Permanent role hired as a IVR engineer with training provided on the Nortel Pheriphonics IVR platform, but promoted to Project Manager after having to take care of various assigned projects by the IT Director
Sprachen
Englisch
Muttersprache
Deutsch
Gut
Französisch
Gut
Indian
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