Experience

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  Cyberplus infotech pvt. ltd.

  Dec 2007 - Jun 2009

  Fms engineer

  Windows 2003/Xp installation, maintenance & network configuration.

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  Pcs tech ltd

  Jun 2009 - Mar 2010

  Fms engineer
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  Spanco ltd.

  Apr 2010 - Jan 2012

  System engineer

  System Administrator

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  Abp group

  Jan 2012 - Apr 2015

  Telecom engineer
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  Bt

  Apr 2015 - now

  Tech mgmt professional

  Build Advanced Genesys Cloud Architect Flows and Integrations Salesforce CRM Data Actions for Genesys and Integrating 3rd party tools with Genesys Cloud CX using APIs Troubleshooting flows with Execution History and Participant data logs. Experience in developing Instance, ECS, ELB for customer admin tool to manager AWS Connect Configuration. Designed and developed application scripts for test scenarios. Configuration and management in UCCE like Scripting, Skill group, Agent Team, DN, Network VRU, PG. Manage the UCCE, Cisco VXML IVR with ICM (Release 11.6.2) Scripting to implement critical business requirements, configure and manage the CCMP/EGAIN, VGW, Dial Peer Lead team with various Operational activities, involve in SLT Calls and Vendor Management calls, SLA handling. Also involve in various High priority Incident handling, People Management work like WFM handling, Roaster preparing, Leave Management. Work on the Service Improvement Programs with Practice Leads and Managers. Managing KMDB. Well versed of Service Now, HPSM 9, PVCS handling ITIL Service Desk Management including Reporting. Coordinating with internal Project Team to assist operations team for Technology Transition, operational handover. Engage Vendor Management with Cisco, Nuance for Natural Language Solution (consist of Application Server and Recognizer Server Components). Show less