SUMMARY:

• Proven ability to analyze existing systems and schedule upgrades to increase performance and productivity.
• Strong understanding and experience in the design and calculation of call center resources in accordance with requirements.
• Knowledge of Data - Center core infrastructure, strong understanding of switching systems, mail, cabling, fiber optics.
• Created supporting documentation for systems and software usage and control.
• Analyzed and resolved telecommunications billing issues.
• Exceptional consulting and mentoring skills and learning capacity.
• Experience in software installations and configuration on different operating systems.
• Excellent troubleshooting skills including telephone and remote support.
• Efficient team player with excellent communication skills.
• Excellent problem solving skills combined with best performance under pressure.
• Proven ability to work unsupervised and supervise the work of others.
• Enthusiastic, efficient, quick learner; able to adapt to new environments and tools easily.
• Extensive design and implementation experience.

TECHNICAL SKILLS:

Operating systems: UNIX, Windows NT, 2000, XP, 7, 2003, 2008.

OS building and deploying: Microsoft Deployment Toolkit (MDT), Windows Automated Installation Kit (WAIK), Operating System Deployment (OSD), Windows Deployment Services (WDS), PQPM, Norton Ghost, Acronis (true image, disk director)

UNIX platforms: Debian, Ubuntu, Mint, RedHat, CentOS.

Protocols and subprotocols: TCP/IP, HTTP, NFS, NIS, NIS+, DNS, SMTP, NetBIOS, DHCP, NAT, NTP, LDAP, ISDN, SS7.

Programming languages: Java, shell, powershell, HTML, C++, Perl, PHP, PL/SQL, Python.

Free and commercial software: Samba, Perl, DHCP, BIND DNS, Sendmail, EXIM, debuggers and compilers, CVS, Subversion, Squid proxy, FTP servers, Puppet, Jenkins, AMANDA, PL/SQL Developer, SQL Plus, Aqua Data Studio, Eclipse, PyCharm.

Management software: HP OpenView, Nagios, MRTG.

Security skills: Checkpoint Firewall-1/VPN-1, securemote, SSH, SSL, PKI, PGP, Linux and FreeBSD firewalls, intrusion detection systems, Snort, Nessus, IPSec, RSA SecurID, antivirus, user based policies.

Windows integration: extensive knowledge of Samba, Cups - printserver, Active Directory, MS Cluster, MS Terminal Services.

Data Center: Blade Server System, rack and stack Data Center deployment from the ground up

Hardware: PBX (Avaya, Nortel, Panasonic), CISCO routers, Catalyst/Nexus switches, and firewalls, IBM blade center, Allied Telesis switches.

Storage and HA: Netapp NAS servers, RAID, Solaris and Linux LVM, GFS, IBM DS and HP MSA storage arrays, Linux cluster, DRBD, Cisco NEXUS SAN.

Databases: MySQL, Oracle, MS SQL, Sybase, databases installation, backup, replication and maintenance.

WEB technologies: Apache, Nginx, Tomcat, Jetty, Joomla.

Virtualization technologies: VMWare ESX(i), VMWare Fusion, VirtualBox

Version Control System: SVN, GIT, Tortoise for SVN and for GIT, SourceTree.

QA Tools: Selenium WebDriver, TestNG, Java, Gradle, Maven, Jenkins, JIRA.

Another technologies: XPath, HTML, Internet Explorer, Google Chrome, Safari, Mozilla Firefox, SQL, Oracle, XML, VXML, IVR, Symposium, WFM Genesys 6.0, AWS (EC2,RDS), SCOM, Microsoft System Center Orchestrator, IIS, Sharepoint, Active Directory, Citrix, MS Office(Word, Excel, Visio, Access), MS Project, LibreOffice, LAMP, PHP My Admin.

PROFESSIONAL EXPERIENCE:

Confidential, Santa Clara, CA

Software QA Automation Engineer

Responsibilities:

• Designed test automation framework in Java and wrote test cases using Selenium WebDriver with Jenkins framework.
• Worked with engineering team on schema and query design to optimize performance.
• Worked with various cross functional teams in an Agile/SCRUM based software development model.
• Created and executed test cases and test scenarios for various functionalities using TestNG, Selenium IDE, Java.
• Isolated and reported bugs using Jira, verified fixes through regression testing.
• Collaborated with development and architecture teams to influence the architecture and design of software and help to bring quality into the design of the product.
• Performed cross browser testing in Chrome, FF, Opera, Safari on Mac and IE10 on Windows 7/8 as well as mobile browsers Safari, Chrome, Opera on iOS and Android.
• Set up VMs to test product in different environments.
• Worked with Source Code Management system Git and with build manager for Java projects Maven.
• Filed critical errors in server logs.

Systems Engineer, DevOps

Responsibilities:

• Developed, made QA and deployed IVR modules to production IVR servers. developed scripts by SQL and PLSQL for: automation control of system parameters collecting and analyzing information about the historical calls into the contact center creating a data table reports
• Worked in Data-Center with different kinds of servers (1,2,5 units and «blade systems»). I was responsible for the installation, support and maintenance servers of CRM systems and create cable connections to other systems and set up their.
• Dedicated systems engineer provided operations and consulting support of CRM systems and contact centers ( ) running on Windows, Linux. Supported Windows and Linux OS’s.
• Developed specifications for new projects of CRM System IVR and support business as a dedicated engineer of the project life cycle to meet the needs of each business client.
• Developed, tested and deployed of releases to production servers of CRM System IVR, according to business requirements.
• Automated processes for collecting historical data of calls made to the call center, with subsequent analysis and sending of the report to consumers.
• Provided Data-center support and administration. Streamline CRM systems server architecture and maximize usability for business clients of company. Control by investigating upgrades and new technology before implementation. Manage multiple simultaneous customer design and risk avoidance projects.
• Communicated with other departments for joint implementation of business projects and to solve existing problems.
• Worked out, tested and deployed IVR releases, according to business requirements.
• Spearheaded Windows remote server automation effort by building script library by using the command line utilities to run complex scripts across dozens of servers with very low effort.
• Played integral role in CRM systems(IVR, Symposium, WFM Genesys 6.0) architecture team and Client Operations group to provide SLA based services to existing clients, promoted team knowledge, wrote extensive system documentation and developed technologies to expand the company’s service offerings.
• Carried out deployments, performed tuning, provide support and did migrations using Apache, Nginx.
• Provided, administrated and configured by Java WEB application of incoming calls statistics using IVR running on Jetty WEB Server. Provided, administrated and configured by Java WEB application incoming calls statistics for Genesis WFM running on Apache Tomcat.
• Created a procedure, that ensures full control of IVR information system with the possibility of report sending based on PL SQL.

Systems Engineer

Responsibilities:

• Worked in Data-Center with different types of servers (1,2,5 units and BladeSystems) . I was responsible for the installation, support and maintenance servers of CRM systems and create cable connections with other systems and their subsequent tuning and start up.
• Automated processes for collecting historical data of calls made to the call center, with subsequent analysis and sending of the reports to consumers.
• Developed, tested and started IVR releases by production servers of CRM System IVR(environment of development included VB,SQL,XML,PL/SQL ), according to business requirements.
• A configured CRM information system IVR servers (dialing management in parametres in Call Centres ), a configuration of Intel Dialogic equipment according to the requirements of connected PRI E1(signalisation SS7 or ISDN).
• Supported and administrated SVN based on “Visual SVN” server and client software “Tortois SVN”.
• The constant analysed a work of CRM systems, implemented the new technologies.
• Provided 24x7 hardware, systems monitoring and problem management via HP OpenView/SCOM and custom administration tools. Provided immediate solution to problems according to SLA.
• Supported, administered and configured CRM information systems Nortel Symposium, WFM Genesys 6.0, IVR.
• Supported, administered and configured WEB Server(Apache-Nginx, Perl, MySQL, SAMBA, DHCP, FTP, Cups, HylaFax) of real-time statistics incoming calls to IVR Running on Debian Linux.
• Instrumental in launching nationwide network of self service (self service and electronic queue kiosks at customer service center of ‘Kyivstar’)

Data Center Engineer

Responsibilities:

• Supported, administered and configured fax Server(Hylafax), mail server(Sandmail) running on Debian Linux.
• Support, connection, installation, adjusted and started workstations running on OS “Windows***” in call-center “Kyivstar”.
• Mounted, supported, connected, installed, adjusted and started IVR servers and MS SQL servers running on OS “Windows***” in call-center “Kyivstar”.
• Provided 24x7 hardware and systems monitoring and problem management via HP OpenView and custom administration tools. Provided the immediate solution of problems according to SLA.
• Supported, administered and configured Active Directory(control resources by using PowerShell scripting), Anti-Virus software and others software which use the associates of contact center.
• Designed architecture for complex IT systems.
• Met with stakeholders to gather user requirements and ascertain objectives.
• Prepared technical architecture proposals for enhancements and integration of existing third party software systems.

IT Administrator

Responsibilities:

• Supported, installed and tuned up workstations running on OS “Windows***”
• Supported, installed and tuned up phone systems based on “Avaya Definity”(PBX).
• Designed and managed critical DNS, Active Directory, DHCP, anti-virus strategy, Windows 2000 based file/print/app services and internal/external WWW/FTP sites.
• Managed Sybase DB based sales force automation software and security system.

Systems Administrator

Responsibilities:

• Designed and built computer and network systems for small office and residential customers. Installed and updated Category 3 and 5 cabling requirements. Installed and maintained telecommunication systems.
• Designed and built, after administered and supported, all phone systems, including Panasonic KX-TD 1232
• Mounted, supported, connected, installed, adjusted and started security systems and video surveillance system.