Karthik Rajendran

• Mitigate cloud security risks, enhancing compliance for HIPAA/PCI clients and standard clients.
• Collaborate with auditors to strengthen security measures, reducing vulnerabilities in systems. Develop strategic plans for cloud solutions, focusing on risk assessment and transition strategies.
• Oversee cloud solution integration, ensuring seamless migration and risk management.
• Communicate architecture impacts on scalability, performance, and security with stakeholders.
• Led cloud security initiatives for HIPAA/PCI compliance, orchestrating vulnerability assessments and implementing robust protection measures for critical client systems.
• Developed comprehensive cloud migration strategies, conducting risk assessments and creating detailed roadmaps for seamless transitions of enterprise applications.
• Partnered with stakeholders to evaluate architectural decisions, optimizing scalability and security while maintaining regulatory compliance standards.
• Streamlined quarterly security Scanning and reporting processes, enhancing communication between legal, compliance, and technical teams for certification maintenance.
• Facilitated direct engagement with customers and auditors to resolve complex security challenges while ensuring uninterrupted business operations.
• Designed and executed risk-based cloud migration frameworks, delivering successful transitions while maintaining continuous operations and compliance standards.

• Resolve Avaya Aura issues, enhancing system reliability and customer satisfaction.
• Facilitate customer reviews and escalations, improving support response time.
• Deliver technical support, ensuring swift resolution of product challenges. Collaborate on troubleshooting, fostering strong client relationships.
• Enhance contact center operations, boosting efficiency and user experience.
• Led complex troubleshooting of Avaya Aura systems, resolving critical issues in core components, contact centres, and Oceana applications
• Streamlined technical support processes for enterprise clients, reducing resolution time while maintaining high customer satisfaction
• Implemented advanced troubleshooting protocols for Avaya Aura enterprise systems, optimizing performance across contact centres and core infrastructure components

• Provided Tier 3 support for Avaya products, resolving complex technical issues efficiently.
• Facilitated seamless end-user installations, configurations, and migrations with detailed documentation.
• Delivered remote post-sales support, enhancing customer satisfaction through effective problem-solving. Integrated third-party call recorders and IVR systems, optimizing contact center performance.
• Analyzed system logs, improving troubleshooting accuracy and reducing downtime significantly.
• Orchestrated seamless integration of third-party systems including NICE, VERINT, and Calabrio, ensuring optimal performance of call recording and WFO solutions
• Managed remote diagnostic operations and log analysis for contact centre systems, delivering comprehensive technical documentation and timely issue resolution
• Streamlined post-sales support processes through detailed site documentation and systematic problem isolation, enhancing customer satisfaction

• Resolved complex technical issues, boosting client satisfaction and ensuring timely solutions.
• Facilitated communication between clients and teams, ensuring smooth project delivery.
• Handled up to 6 critical escalations weekly, maintaining service standards.
• Mentored and advised support engineers in diagnosing complex customer issues with Avaya Contact Center solutions, Operating Systems guiding them in interpreting logs and error messages.
• Led technical support team of 12 engineers, managing complex Avaya implementations while maintaining 5-day TAT resolution standards.
• Orchestrated training programs for 20 new hires, enhancing team capabilities in Avaya CC products including ACR/WFO, AACC/ACCS, and Oceana implementations
• Streamlined customer support operations by implementing systematic monitoring of response times, restoration metrics, and SLA compliance across service delivery
• Facilitated cross-organizational collaboration to optimize ticket resolution, managing 2-5 weekly escalated calls while serving as client-internal teams liaison
• Developed comprehensive technical training modules, conducting regular performance reviews to ensure team proficiency in latest technologies and best practices
• Led escalations for critical customer support cases, working closely with engineers and clients to resolve system configuration, software defects, and product functionality issues.
• Worked cross-functionally with the R&D team to review and prioritize field issues, ensuring quick turnaround on suspected design-related concerns.
• Conducted deep-dive investigations to reproduce previously undiscovered technical issues and collaborated with R&D for root cause analysis and resolution.
• Developed and documented solutions and workarounds in the internal knowledge base, enhancing troubleshooting capabilities across the support team.

• Involve in the weekly testing activity of the integration branches and also functional testing.

• Involved in manual and regression testing activity on weekly integration builds in Forwarding and Policy Management.

• Predominant work involved raising defects against the issues/changes in behavior of the software and automation of test- cases in the area of Forwarding and policy (scaling, and existing manual test cases).

• Test ISSU (In Service Software Upgrade) and HA (High-availability) features in the weekly integration branches. Including new scripts into the regression test bed for covering the new features/enhancements.

• Work on Change Requests raised by Level-3 Technicians from Nortel.

• Analyze the Sl-1 and C codes and develop patches to fix the bugs and software related issues.

• Provide level 3 technical assistance for tickets raised by distributor technicians relating to Nortel Meridian EPABX.

• Remote logging into EPABX to analyze configuration settings and changing them if required.Analyzed SL-1 and C code architectures to develop targeted patches, ensuring robust software performance and system stability

Delivered Level-3 technical support for Nortel Meridian EPABX, resolving complex configuration issues through remote system analysis and optimization

Orchestrated weekly testing activities, managing defect tracking and resolution while maintaining seamless communication with cross-functional teams

• Installed and supported Nortel data switches, enhancing network reliability and performance.
• Provided on-site technical support, ensuring seamless integration of Nortel voice/data products.
• Documented installations, contributing to improved post-sales support and customer satisfaction.
• Led comprehensive network infrastructure deployments for Nortel systems, managing switch configurations and implementing routing protocols to optimize data flow
• Executed on-site technical installations of voice/data solutions, ensuring seamless integration and minimal system downtime Provided expert post-implementation support, resolving complex network issues and maintaining high service availability standards
• Streamlined documentation processes for network deployments, enhancing operational efficiency and reducing troubleshooting time