PROFILE SUMMARY:

• A trained Confidential Infrastructure specialist have 13 Years of experience with various clients in Retail, Investment Banking, Energy and Utilities domains.
• Expertise in TDM & SIP based Confidential (7.6, 8.x) Contact Center, VHT, Nuance Speech, Aspect Workforce Management, Envision Call Recording and Adaptive Wallboard
• Expertise in Legacy GVP to GVP 8.x migration
• Expertise in Nuance suite of Applications migration
• Genesys Contact center platform upgrade for TLS 1.2 security and Windows 2008 to Windows 2012.
• Good Knowledge of Avaya Site Administration and Avaya CMS
• Experience in troubleshooting and support of contact center issues related to call flow and workflow (Routing strategies)
• Experience in Software methodologies such as Waterfall, Agile
• Experience in change management & configuration management using VSS & Merant Version manager
• Use independent judgment to design and develop software architecture for a project, software proof of concepts or prototypes in emerging technologies based on inputs from customer or project team
• Analyze, identify and integrate software tool sets for projects
• Depending on the size of the project I supervise system analysts and/or senior software developers
• Performing value creation and knowledge management activities.
• Develop technical programs for the organization
• Expertise in Incident, Problem, Change and Release management as per ITIL process
• Excellent verbal and communication skills. Effective team player
• Worked with Business Relationship Managers, Architects, Developers, and Quality Assurance lead to understand business and functional requirements

WORK EXPERIENCE:

Confidential

Languages/ Technologies/Tools: Genesys IVR, Framework, Oracle PL/SQL, MS SQL Server 2008

Genesys Specialist/Architect

Responsibilities:

• Responsible for the telecommunications function.
• Installs and maintains telecommunication systems and IVR associated equipment in addition to troubleshooting any type of hardware or software problems to ensure that systems perform in a manner which meets business/clients’ - mn,jk needs and objectives.
• Serves as the technical specialist on a functional basis, for the resolution of moderate to complex telecomm/IVR problems.
• Works with minimal supervision.
• Mentors less experienced Telecomm Analysts.
• Coordinates vendor installations of new and existing technologies, including software, patches, upgrades, applications, in multiple sites/states.
• Maintains and monitors complex voice systems. Tests configuration changes in the staging area or in the modeling software. Monitors capacity to ensure that all services are available at peak times of usage.
• Provides senior level telecom voice services for complex issues elevated from the Support Center. Troubleshoots and resolves complex issues.
• Presents at inspections, change management, and related meetings to identify issues.
• Maintains and administers the telecom infrastructure
• Works closely with telecommunications staff to define architecture.
• Identifies opportunities to improve system and application performance, including automating manual system tasks.
• Genesys CTI Installation, Configuration, Management, and Troubleshooting as used in contact center environment. Including Confidential solution layers: Configuration, Management, Media\T-Server, Routing, Reporting, Multi-Channel\eServices and Confidential Voice Platform.
• Genesys applications and advanced optioning and routing design.
• Microsoft SQL Databases (2008+) and SQL Scripting.
• Basic network communication, to include TCP\IP and UDP port communication through firewalls.
• Knowledge of basic Microsoft Server operating systems.
• Thoroughly understands and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels.
• Root cause analysis from various log files (SIP server, MCP, Pop Gateway, Stat Server, URS Server, Message Server, Log DB Server etc.)
• Genesys application health check
• Genesys Administrator (GA) configurations for IVR applications
• Perform User Requirement interviews and analysis, create business process workflow and diagrams when required for each work after Customer acceptance

Confidential, Wayne, PA

Languages/ Technologies/Tools:Genesys IVR, Framework, Oracle PL/SQL, MS SQL Server 2008

Technology Specialist/associate architect

Responsibilities:

• Provide senior level voice telecommunications services, including designing and implementing PBX, VRU, CTI and ACD deliverables.
• Coordinates vendor installations of new and existing technologies, including software, patches, upgrades, applications, in multiple sites/states.
• Maintains and monitors complex voice systems. Tests configuration changes in the staging area or in the modeling software. Monitors capacity to ensure that all services are available at peak times of usage.
• Works closely with business division staff to identify voice work objects and conditions under which deliverables execute.
• Provides senior level telecom voice services for complex issues elevated from the Support Center. Troubleshoots and resolves complex issues.
• Presents at inspections, change management, and related meetings to identify issues.
• Maintains and administers the telecom infrastructure
• Tests and evaluates IT vendor products.
• Works closely with telecommunications staff to define architecture.
• Identifies opportunities to improve system and application performance, including automating manual system tasks.
• Trains and mentors staff. Resolves complex issues elevated from staff.
• Thoroughly understands and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels.
• Participates in special projects and performs related duties as assigned.
• Genesys product installation and configuration e.g. - T-Server, LCA, GA, GAX, DB Server, SIP, SSG, MS etc.
• Root cause analysis from various log files (SIP server, MCP, Pop Gateway, T-Server, Stat Server, URS Server, Message Server, Log DB Server, ETL etc.)
• Genesys application health check
• Agent/Skill Staff out/ Staff in using Avaya Site Admin
• Genesys Administrator (GA), EMPS configurations for IVR applications
• Usage of Composer, Routing strategies, Genesys Administrator
• Architect, design and develop through team solution for product / sustenance
• Ensure knowledge up-gradation and work with new technologies so that the solution is current and meets quality standards and the client requirements.
• Gather specifications and deliver solutions to the client organization based on understanding of a domain or technology.
• Managing risks and escalating appropriately to Sr. Management
• Perform SLA compliance, continuous improvement, value idea generation etc.
• Perform User Requirement interviews and analysis, create business process workflow and diagrams when required for each work after Customer acceptance;
• Follow ITIL standards for application, support and maintenance i.e. Incident Management, Problem Management, Change Management, Request Management and Release Management

Confidential, Jackson, MI

Languages/ Technologies/Tools: Genesys IVR, Framework, Oracle PL/SQL, MS SQL Server 2005/2008, Serena Version Manager, OLEDB, C++, VB 6.0, VB Scripts, Redwood, MS Project, Gantt Chart, PM Smart, APSE etc.

Technical Specialist/Lead

Responsibilities:

• Played a role of single point of contact for Non SAP applications
• Genesys IVR related minor enhancement implementation
• To find the root cause analysis of various log files (TServer, Stat server, URS server, ETL logs etc.)
• Genesys application health check
• DR activity for Confidential suite of application
• Datamart, DMA and Hyperion Interactive report
• Genesys IVR performance improvement
• IVR timeout analysis
• Call Drop, Telephony error, default call routing analysis and fix
• EMPS configurations for IVR applications
• Adaptive Wallboards
• Architect, design and develop through team solution for product / sustenance delivery
• Ensure knowledge up-gradation and work with new technologies so that the solution is current and meets quality standards and the client requirements.
• Gather specifications and deliver solutions to the client organization based on understanding of a domain or technology.
• Train and develop team so as to ensure that there is an adequate supply of trained manpower in the said technology and delivery risks are mitigated.
• Managing risks and escalating appropriately to Sr. Management
• Ensure process effectiveness and continual service improvement
• Co-ordination with offshore track leads and engaging with Customers Recommends packaged solution/s or customized applications by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications for configurations and/or customizations.
• Mentoring/leading a team in SLA Compliance, continuous Improvement, Value Idea generation etc.
• Perform User Requirement interviews and analysis, create Business Process Workflow and Diagrams when required for each work after Customer acceptance;
• Lead the project communication and collaboration across offshore software development teams, engineering team and service delivery activities;
• Work Closely with Lead Developers and/or Functional Consultants to deliver the project;
• Assist in preparation of technical plans and review of detailed requirement specifications, translating these into detailed designs for implementation using selected software product with support from offshore software development teams;
• Work within change and release management processes, and maintain accurate records of all actions taken in line with configuration management process;
• Followed ITIL standards for application, support and Maintenance i.e. Incident Management, Problem Management, Change Management, Request Management and release management

Confidential

Languages/ Technologies/Tools: VBA- Excel/Access 2007, VB.Net, C#.Net, SQL Server 2005/2008, Merant Version Manager, OLEDB, Migration of Access to SQL server database, MS Projects, PM smart etc.

Lead Techno functional analyst

Responsibilities:

• To create work plans| monitor and track the work schedule for on time delivery as per the defined quality standards.
• To ensure process improvement and compliance in the assigned module| and participate in technical discussions/review.
• To understand the business requirements and map it to functional specifications
• To prepare and submit status reports
• To develop and guide the team members in enhancing their technical capabilities and increasing productivity.
• Provide technical guidance for work completion.
• Understanding customer requirements
• Preparation of Scope and Resolution documents
• Code Development for Enhancements
• Preparation of Test Cases document.
• Analyzing, Resolving and providing solution for the bugs
• Code and design review
• Support and maintenance of project

Confidential

Languages/ Technologies/Tools: SQL Server 2005, MS Access, Oracle, VB 6.0, Crystal Report, Clear Case, Sybase Open Client 12, Metastorm BPM Tool

Development/Support

Responsibilities:

• Development/Maintenance of Metastorm BPM tool
• Design/Development of Crystal Reports application
• Various application using VB 6.0/SQL/Sybase open Client
• IBM Clear Case for CR/Version management
• To prepare the functional specification document and ensure for completeness and storage.
• To understand the business requirements and map it to functional specifications.
• To participate and facilitate the walkthrough’ to brief the Functional Specification mapping to Business Requirements.
• To prepare and / or aid the preparation of test cases in line with functional requirements
• Suggest design solutions