Experience

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  Cms computers limited (india)

  Dec 2004 - Jan 2006

  Fms engineer

  providing network & system support for Windows 2K3 for File server, Lotus Domino R5.0 & R6.0 mailing server, BPO teams & Proxy server for 4000 users running on platforms like Windows 2k & Win XP, Working over different ticketing tool like Universal center desk, Online ticket request system, Netkt, NMSAPPS, remedy

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  Iyogi

  Jan 2006 - Sept 2006

  System administrator

  Network & system support for Concerto Dialer (Ensemble Pro 6.0)- Automatic outbound distribution , data views and Interactive intelligence Client (I3), Windows XP Client /2k3 servers, Exchange server 2k3 mailing software..

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  Orange business

  Feb 2007 - Mar 2009

  Technical consultant

  Airtel Project

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  Spanco

  Mar 2009 - Oct 2009

  Senior ivr engineer

  BSNL CDR Project/IRCTC Project

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  Orange business

  Oct 2009 - Aug 2012

  Senior technical consultant

  • Installation, configuration, administration, maintenance & troubleshooting of Nortel Product MPS 500/1000 Rls 3.0/3.5 and signaling server CCSS 6.3 Rls 2000• Worked with GNTS Engineers (Global Network Support Engineers) in resolving complex business critical and emergency issue• Managed incident/ change/ configuration/ problem/ release management area• Conceptualized, developed, tested, debugged, DB integration, JSB integration, E2 • Configured & integrated OSCAR or Speech Server (TTS) with Avaya MPS 1000• Conducted E2E testing and deployment of IVR application according to customer requirement Show less

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  Tech mahindra

  Sept 2012 - May 2017

  Solutions architect

  • Independently work on Service or Change Requests, troubleshooting faults over product like CUCM and Voice Gateways.• Troubleshooting critical Voice Network Issues like call drop, one way/blank audio, auto agent log out/ phone un-registered• Gather, Understand and Successfully Translate business requirements into technical specifications • Flexible work schedule to handle emergency outage or other situations with ability to work on or resolve issues. • Directed development & testing of IVR application using AOD tool • Developed Oracle Table, Procedure & Trigger creations, SQL Queries and UNIX Shell Script • Administered Avaya Session Manager, System Manager & AES up-gradation from 5.0 to 6.0• Steered AIC workflow development & deployment• Administered and Monitored SIP integration with Nortel MPS1000 Show less

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  Wipro

  Jun 2017 - Jun 2018

  Technical project lead

  • Business requirements/HLD/LLD for CCT IVR project and ensure timely/quality delivery of projects • Efforts estimation to deliver requirement changes (New/Enhanced)• Design analysis requirement gathering to prepare SOW, functional specifications docs• Operation Support on Cisco platform UCCE/Cisco IPT includes various systems Cisco Call manager, Unity connection, VXML GW, Cisco CUBE, CUPS, CVP, CUIC, ICM Scripting and Cisco Finesse server.• Worked on inbound configuration like dialpeer configuration on voice gateway and vxml gateway, CUSP configuration (server group and route policy), CVP configuration, ICM configuration like DNIS, Call Type, Scripting, skill group.• Working on issues like Agent Not able to login, Agents get logged out, Calls not landing, less call volume, CTI Toolkit showing offline, Agent are unable to login through CTI Toolkit, Calls on Overflow, Call Drop, Agent not able to login to Finesses, Finesses page not opening etc.• CVP logs, PG logs using dumplog utility, Router logs, VXML server logs, CDR – Call Details record, System and its config record. Show less

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  Hcltech

  Jun 2018 - now

  Associate consultant

  Tech Lead at Bank of America