Experience

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  Customer first services (aegis bpo)

  Dec 2005 - Dec 2006

  Technical officer
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  3d networks pte limited. (now it became wipro limited.)

  Mar 2007 - May 2008

  Customer support engineer
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  Orange business

  Jun 2008 - Dec 2008

  Technical consultant

  Job Description: Administering NORTEL Contact Centre Solutions.Project: Reliance BPO, KolkataCS1000: Installing and configuring PRI cards. Installing and configuring Voice Gateway Media Cards. Creating and configuring CDN, ACD, CDP etc for call processing. Creating and monitoring SIP trunks, Taking Backup of CS1000M and CS1000E.Creating and editing gateway entries in NRS. Patch Auditing and updating in CallServer, Signalling Server etc.Contact Center Manager: Installing and maintanance of Contact Centre 6.0, Creating CDNs, Applications, Scripts, Skillsets, for proper call treatment, Upgrading licenses, etc. Installation and maintainance of Replication server and Warm Stanby Scenario.Nortel Contact Recording: Adding extensions to NCR.Checking the recording status, Logs etc Show less

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  Wipro

  Dec 2008 - Mar 2011

  Senior engineer-voice support

  Administering Nortel Contact Center Solution, Veraz Media Gateways and Verint LoggerProject: Bharti Contact Center Technology 2CS1000: Installing and configuring Voice Gateway Media Cards. Creating and configuring CDN, ACD etc for call processing. Creating and monitoring SIP trunks, Taking Backup of CS1000E.Creating and editing gateway entries in NRS. Patch Auditing and updating in CallServer, Signalling Server etc.Contact Center Manager: Installing and maintanance of Contact Centre 6.0, Creating CDNs, Applications, Scripts, Skillsets, for proper call treatment, Upgrading licenses, etc. Installation and maintainance of Replication server and Warm Stanby Scenario.Verint: Adding,Extensions,Monitoring alarms,Troubleshooting issues related to recording.Patch Upgradation.Veraz: Checking Trunk groups in Veraz EMS and Extracting Reports. Show less

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  Concentrix

  Mar 2011 - Jun 2023

  Administering Avaya 8720 Media Servers, G650 Media Gateway, Verint recording Solution(Ultra9.3,Impact 360 V10), Point of contact for all Voice infrastructure related issue. Working with IBM IT Security team for Health check and vulnerability scan and closure of security gaps and vulnerabilities in all voice servers.Avaya: Creating new VDN , vectors, skillsets, etc. Creation and deletion of Agent Ids in ACD and CMS. Quarterly verification of Agent Ids, System Ids and privilege IDs as per HR database ,monitoring trunk groups. Coordinating with clients in case of any new requirement.Coordinating with Vendor for quarterly updating ACD and CMS with latest patches and resolution of critical problems.Following Change management process for implementing any changes in Voice servers. Taking and preserving backups from CMS and ACD. Requesting quotations from Vendors in event of up gradation or any new additions and communicating with respective internal team for taking approvals and issuing purchase order for the same. Preparing RCA in coordination of vendor in case of any high severity issue.. Verint(9.3 and Impact360 V10) : Adding/Removing Extensions in Verint, Troubleshooting issues related to recording. Monthly installation of Verint recommended MS patches .Coordinating with vendor in case of any critical issue. Show less

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  Tata consultancy services

  Jun 2023 - now

  Associate consultant