Deenraj Mangalore

Operations Lead & Escalation Manager for Technical Services Team of over 100 engineers. .Key role held during the migration and set up of Center of Excellence in Bangalore, India and transitioning as primary offshore support model for all Global customers. Capable of managing high pressure situations and open to innovative approach towards problem solving techniques.

Senior Consultant in Capgemini India & Switzerland. Roles and responsibility included Project Management, Manager- End User Services, Service Management, Incident, and Change Manager. Project Management of Avaya IPT telephony infrastructure upgrades. Project Management of End User Services deployments and customer’s new retail store IT set up across Switzerland. Manager for the End User Computing Team of field support engineers.

•Team Lead - Network Voice, for offshore and onsite engineers. •Responsible to manage operations and maintain all the IP Telephony infrastructure of one of the major Healthcare customer. •Manage the Support contracts and annual maintenance contracts of service providers. •Track and plan for upgrades for Avaya & Cisco Telephony components.

Administration and Maintenance of Avaya Voice Infrastructure.Design, Implementation & administration of Avaya Servers -S87xx, S8300, S85xx servers. Media gateways G650, G700, G450 etc.Avaya Aura Session Manager and Avaya Aura System Manager 6.3 administration. Design, installation & configuration of Gateway IP interfaces such as IP server interface (IPSI), Control LAN (CLAN), Media Processor (MEDPRO), media modules etc.Configuration of SIP, IP and TDM trunks.

Engineer -Network Management in Wipro Infotech (Retainer ship / Direct contract).Responsibilities included daily administration and maintenance of customer IP Telephony infrastructure.Co-ordination with OEM for any defects and report the same to the SME to review the production impact.Manage complete configuration of Vector call flow designs with multiple skill level of agents.Configuration of IP interface cards, Call Detail Recording applications.

Avaya Telecom Engineer - Avaya Global Connect LTD (through Channel Partner -Shree Communication).Administration & maintenance of Avaya CM.Responsible for successful installation, configuration, administration & maintenance Avaya IPT.SPOC for any Telecom issues at customer location.Coordination with vendors and service providers.Manage end to end telecom issues for the customer and report any escalations to management.

Telecommunication Engineering