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Email:email@example.com Mobile No: +91-9637196784, Alternate No: +91-8055751245.
Objective Seeking a challenging position in Telecom industry, where I can utilize my experience, commitment & team orientation to a company’s objectives, profits and position that will allow me to learn and contribute my best to the organization.
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Development and Technical Support Engineer having 4.4 Years of experience in Genesys Enterprise Telecommunication /Contact Center Applications . Manage and balance multiple projects and tasks in order to insure stable routing and reporting environment within deliverable dates. To test new development initiatives within Genesys applications to insure a seamless implementation of enhancements into the production environment. To Provide Tier 2 production support to insure resolution of issues within defined Service Level Agreements and consistently delivers high-quality services to customers. Documentation for hand-off of change in infrastructure enhancements and configurations. Proactive support in an environment of rapid change and to make decisions while understanding the risk. Support Systems Analysis during the Implementation Life Cycle for Call Center Applications. Hands –on experience on Installing Genesys Inbound, Outbound, Multimedia and Reporting components. Troubleshooting all issues related to Genesys Inbound and Genesys outbound. Good analyzing Tserver logs, URS logs and OCS logs. Involved in 7.5 GAD Customization. Hands –on experience to troubleshooting Log files. Application Developing experience on STRUTS Framework based on MVC-2 and MVC-1 applications. Worked on Experienced with Tomcat 5.5 web/application Servers. Capable of work with enthusiasm and keen to learn new Technologies. Ability to learn new languages and tools quickly. Having strong Analytical and Problem solving Skills.
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Experience Organization mokSa Technologies Pvt Ltd TecMahindara Ltd, Pune Designation Consultant Technical Associate Duration March 2010 to till date Mar 2007 to Mar 2010
Bachelor of Computer Applications (B.C.A) from S.K.University, in May 2003. Master of Computer Applications(M.C.A) from Usmania University HYD,in 2006.
Installing and configuring Genesys Applications on AIX. ORS. Routing( Genesys Composer). Genesys Framework 8. Attending the Team meetings and arranging call with Genesys TS for SR’s .3.2 – 8. Genesys 7. Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market. Interaction Server and Genesys Composer. Responsibilities Genesys Multimedia Outbound Proactive Solutions for Vodafone Essar Ltd. IWD) & Reporting( CCPluse+).J2SE. Java Script. It now has operations in 25 countries across 5 continents and 40 partner networks with over 200 million customers worldwide. Requesting ticket with Genesys Techsupport in case of critical issues. Development and providing L2 support for Genesys Outbound and Inbound for Vodafone Essar in case of critical issues.0 .OCM and IBM AIX 5. Pune Projects Duration Environment Database Role Description Vodafone is the world's leading international mobile communications company.0 and Genesys Composer. URS. India May 2011 to Till Date. 10g. Strategy creation using IRD and Genesys Composer. Team Member • • • • • • • • Installation and configuration Genesys Framework Architecture. Vodafone Genesys Multimedia Outbound Proactive Routing contact solution integrated with Genesys ORS 8. Subject expertise in log analysis and providing solutions for the production issues and closure of incidence less than the agreed SLA. Oracle 9i. Reporting. OCS 8. Genesys Routing (IRD. Professional Experience: mokSa Technologies Pvt. CTI. outbound applications and Genesys Multimedia components like Email Server. HTML.0. Jsp.Page 2 of 6 Technical Skills Web Technologies Languages Databases Operating Systems Client Side Web Technologies Contact Centre Suite Struts. Linux and IBM AIX.WVR. Windows 2000/98/XP. Analyzing logs and troubleshooting. Oracle9i. IVR. Java.0. .
Team lead • • Installation and configuration Genesys Framework Architecture. Installing and configuring Genesys Applications on AIX. Requesting ticket with Genesys Techsupport in case of critical issues. Subject expertise in log analysis and providing solutions for the production issues and closure of incidence less than the agreed SLA.3. Analyzing logs and troubleshooting.OCM and IBM AIX 5. OCS.Page 3 of 6 mokSa Technologies Pvt. agents. Oracle9i. Genesys Framework 7. Vodafone Genesys Outbound contact solution integrated with Avaya G3 switch in different sites. Campaigns and Rout points in CME. Reporting. Responsibilities Genesys Outbound Solutions and Inbound for Vodafone Essar Ltd. It now has operations in 25 countries across 5 continents and 40 partner networks with over 200 million customers worldwide.6 & 8. India OCT 2010 to Till Date. • • • • • • • . Attending the Team meetings and arranging call with Genesys TS for SR’s .0. Strategy creation using IRD. Pune Projects Duration Environment Database Role Description Vodafone is the world's leading international mobile communications company. outbound applications and the databases at central location. Creating Extension. Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market. Routing. Development and providing L2 support for Genesys Outbound and Inbound for Vodafone Essar in case of critical issues.
From the IVR. Analyzing Tserver logs and troubleshooting. Oracle9i. IVR interacts with AVAYA ACD for transferring the setting the voice call with the agent and Genesys modules for the CTI popup to the agent. April 2010 to Oct 2010. Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market. Working as a developer and L2 support. agents and Rout points in CME. Team member Responsibilities • • • Installation and configuration Genesys Framework Architecture. Also. IVR (IBM WVR). circle location and OSCC location. The scope for CTI integration covers the installation and implementation of Genesys CTI platform along with Vodafone customer care IVR on WVR. Inbound applications and the databases at central location. Pune Project Duration Genesys Ccare (TELUS.6. Installing IVR driver on WVR. India) . the Vodafone customer service IVR is being upgraded from the existing setup with IBM Web Sphere Voice Response System.Page 4 of 6 mokSa Technologies Pvt. when the customer desires to speak to a customer care executive. Subject expertise in log analysis and providing solutions for the production issues and closure of incidence less than the agreed SLA. Installing and configuring Genesys Applications on AIX. Hub location. Vodafone Inbound Genesys CTI (Vodafone-Essar. Requesting ticket with Genesys Techsupport in case of critical issues. Creating Extension. It now has operations in 25 countries across 5 continents and 40 partner networks with over 200 million customers worldwide. Integration of components distributed in four physical locations – central site. Genesys Framework 7. Customer document Reviews.IBM AIX and Avaya PBX. Vodafone inbound contact center is being upgraded to integrate with Genesys platform to provide CTI information to the agents along with the call sitting in Outsourced contact centre (OSCC). • • • • • • • • • • TechMahindra Ltd. Migration of CTI modules to 23 circles location across India for the existing pilot installation to the new setup. Canada) April 2009 to March 2010 . Genesys CTI modules installation and integration with IBM WVR. Handling new circle implementation for the future enhancements in current architecture without any impact on production. Pune Projects Duration Environment Database Role Description Vodafone is the world's leading international mobile communications company.
CME and SCI). IRD) Reporting (CCA. Solaris and Genesys Wizards. When the agent who received the transferred email replies to the customer. Pune Project Duration Environment Database ERMS Change the FROM Address in Genesys(AT&T. Pune Project Duration Environment Database Role ERMS System Maintenance & GAD Customization (AT&T. Involved in building Stage Environment. Outbound. Struts Oracle 8i Role Team Member Team Size 7 Description When a customer email is routed into Genesys from att.Page 5 of 6 Environment Database Genesys Framework 7. Genesys Outbound 7. it goes to a specific queue designated by the subject line chosen by the customer. April 2008 to March 2009 Genesys 7. Oracle9i. All the binaries are installed in Solaris environment.5. Responsibilities • • Involved in Analysis.com. If the email cannot be handled in that queue. If the customer responds to the reply they received. Role Team Member Team Size 6 Description This is a new environment to be setup for development and testing purpose in TELUS site. the agent will transfer that email to the appropriate queue to be handled. not the queue it is actually being sent from. Testing. Configuring the Genesys Components. Installing all the binaries in Solaris. Responsible for implementing change requests. IRD). This project will introduce the FFH CARE business group with Genesys’s supported Share Agent by SLA Routing here in forward will be referred to as SLAR. not the replying queue. The components include Genesys Framework (Configuration layer. USA) June 2007 to April 2008 Genesys 7. IRD. Routing (URS. MCR. I have got opportunity to work on two different projects Komodo and Salamander in TELUS. Genesys Wizards. All the Genesys components related to voice are installed in this environment. Reporting (CCPluse+).USA). Data Mart and Info Mart). the FROM address still reflects the original queue the email arrived to. Responsibilities • • • • Involved in GAD customization . Configuring the Rout points and ACD Queues in CME • • TechMahindra Ltd.6. CCON. CME. RD works in production Environment. Routing (URS.6(IRD. This project will automatically change the FROM address in Genesys to the responding queue name that is sending the reply to the customer. By doing so. Also DNs are configured in CME for Nortel & Avaya switches and CPD. Oracle 8i Team Member . Management Layer and Service Layer). their response will be routed to the original queue. it will eliminate the need for an additional transfer if the customer replies to the response sent to them. WFM and T – Server for Avaya & Nortel. Design in Routing.0. Responsible for writing IVR test cases and executing the test cases. 7. • TechMahindra Ltd.2. This routing model will offer the business user that manages multiple business lines to define the conditions that allow agents to be shared among business lines. JSP and Struts.
Creating Strategies. struts. It offers a high level of flexibility when managing users.Page 6 of 6 Team Size 7 Description This is Web Inventory System that is used mainly for Project planning and Management of huge projects where numerous employees work together as well as customers also take part into the Application designing online. Responsibilities • • • Involved in coding and design. Pune Project Duration Environment Database Email Response Management System (AT&T.2. Access rights range from the basic readonly to the comprehensive full control level. Each user can be assigned to several projects and can have different access rights depending on the project. . who have different access rights depending on the project. Java. Testing. Tomcat 5. It is implemented using the Genesys Universal contact center solution software.HTML. Each task within a project is assigned to a specific user. It maintains the projects details including the Timeline for each project.1. Testing. reply and track email responses. Responsible for implementing change requests. Queues in IRD. Oracle 8i Web Servers Weblogic 8. RD works in production Environment.5.. Work assigned to each employee. ERMS provides essential features to distribute emails to appropriate agent groups. Team Size 11 Description Email Response Management System (ERMS) from the SBC Companies is call center application catering to service requests made through emails. Involved in writing DataBase queries. Responsibilities • • • Involved in GAD customization .2 to Genesys 7.5. Upgrading components Genesys 7. US) March2007 to June 2007 Genesys 7. Responsible for implementing change requests. XML. member of the project. JSP and JAVA script. RD works in production Environment. • TechMahindra Ltd.