Operations & Support
• Determined and intensified technical issues to relevant support service representatives to assure timely resolution. Designed and upheld customer contacts as well as trained and directed consultants to achieve targets as per project.
• Played an integral role as an escalation point for PS team’s clients to deliver client project work and assure high quality deliverables, solutions, and client management on projects.
• Integrated databases / platforms with other stakeholders and 3rd party application to redesign and maintain pre-sales structure and voice and contact center and assure interoperability of applications.
• Assured availability of reliable on-site assistance to resolve all software and hardware issues for delivering reliable and effective user support to clients.
• Functioned in close collaboration with Pronet’ sales and technical department to raise growth and opportunities.

Professional Services
• Successfully delivered client project work assigned to PS team; managed consultants so that each achieves the targets per project and collaborated with the Pronet’ sales and technical department to maximize growth & opportunities.
• Tasked to serve as escalation point for PS team’s clients to ensure high quality deliverables, solutions, and client management on projects; maintained Pre-Sales structure and assisted in complex designs of Voice & Contact Center.
• Facilitated teams in the integration of databases / platforms with other stakeholders and 3rd party application for interoperability of applications; developed and maintained deep customer contacts as assigned.
Technical Resources Management
• Successfully trained and educated employees and new hires to establish full potential and assure adoption of methodology and delivery of quality of work while meeting company objectives.

• Headed the responsibility for designing and answering RFP/RFI for tenders, managing service delivery for ongoing SLAs and new business, and recommending technology and solution for Mutele’s customer.
• Actively liaised with business partners to explain and describe project requirements and business case, including development of a statement of work and evaluate complex project plans and budgets.
• Designed and integrated system and infrastructure for contact center and voice solutions while managing pre-sales and design engineering activities on Avaya products – Voice SME & Enterprise.
• Formulated and delivered presentations to senior management on project goals and plans, including progress reports.
• Devised R&D and new product development initiatives on Mutele platform to select technology and structure.
Service Level Maintenance & 3rd Level Support of Call Center technologies including:
• Avaya Aura Contact Centre Suite 6.4 (CCMS, CCMA, CCM & CCT)
• Avaya Aura Communication Manager
• Avaya Media Gateways (G430, G450, G650)
• Avaya Aura Workforce Optimization (ACR, QM & WFM)
• Avaya MPS 500
• Avaya Orchestration Designer
• Peri 3.5 (Manager, Producer & Developer)
• Wallboard (TX Digital & Symon) configuration
• Avaya IP Office (IPO CC, CCR & Contact Store)

• Positioned as an integral role of core operations team of MZaka for installing, testing, commissioning, expanding, troubleshooting, and integrating activities and delivering 24X7 support services to customers.
• Spearheaded local training for technical team and end users, developed RFP/RFI for tenders and coordinated with customer to resolve operational and post SLA/Sales/support issues.
• Developed business for new ventures and any existing non MZaka or MZaka client and designed engineering on Avaya products – Voice SME & Enterprise to take care technical and support needs.
• Expertly utilized technical skills, including call center products, IVR & IP Telephony to offer presales and technical support assistance over email while administering customers’ accounts allocated for SLA and new business.
Offered service level maintenance and 3rd level support of call center technologies, such as:
• Media Processing Server (MPS 500)
• Avaya Aura Contact Centre Suite 6.0
• Avaya Aura Contact Recording & Quality Monitoring
• Wallboard (TX Digital & Symon) configuration
• IP Phone & UC Endpoints

• Designed signoff documents, RFPs, proposals, and block diagrams and proposed structure for the SITEs, steered local training for technical team and end users, and presented L2 support to sales team on resolving pre sales issues.
Installation and Configuration of Call Center technologies including:
• Media Processing Server (MPS 500)
• Nortel Contact Centre Suite 6.0
• Nortel Contact Recording & Quality Monitoring
• Wallboard (TX Digital & Symon) configuration
• IP Phone Management.

• Shoulder the responsibility for installation and developing Nortel Networks Symposium Server, MPS 500/1000, and Call Center technologies, such as Wallboard configuration, IP phone management, and troubleshooting.
Installed and organized Nortel Contact Centre Suite, including:
• Contact Center Manager Server (CCMS)
• Communication Control Toolkit (CCT)
• Contact Center Manager Administration (CCMA)
• Contact Center Multimedia (CCMM)