Engineer Manager

RESUME

SHIVAKUMAR K

Email : ***********@*****.***

Mobile: +91-805*******

PROFESSIONAL OBJECTIVE

To join a reputed organization to utilize my skills and to assist the growth of the organization with my knowledge and sincerity.

EDUCATIONAL QUALIFICATION:

MCA (Computer Science) From Oxford College of Engineering, Bangalore Affiliated to VTU University, Belgaum 2015 Aggregate 82%.

WORKING EXPERIENCE:

SmartConnect Technologies Pvt. Ltd at Bangalore from July 2018 to till date) GENESYS SUPPORT ENGINEER in Global Services handling the Genesys Server Applications & client end Support for the dialer dependency (Inbound, outbound & Chat) also maintaining the database into callable data of the Operations wide through Customer Management Environment.

I Worked as a Network Engineer (NOC Center) in TVS MOTOR COMPANY at Hosur from Apr 2016 to Apr 2018.

PLAFORM SKILLS

Environment set up : Genesys 8.1 and 8.5 (Frame Work) Configuration Manager, Solution Control Interface, Universal Routing Design, Universal Routing Design, T-server,Session Initiation Protocol,Outbound Contact Server, Genesys Administrator, Interaction Work Space Genesys Quality Management,SAP Info view, Sangoma Vega. Nuance, Dinstar, Eservices, ICON & GIM, GAX, DataMart, Pulse, Workspace Web Edition, CC Pulse, Free PBX.

TECHNICAL SKILLS

Operating System

Programming Languages

Web Technologies Web

Database

: Windows, Linux

: C, C++

: HTML

: MySQL

SKILL SET:

Genesys Management framework configurations.

Genesys Inbound voice deployment, configurations

Genesys Voice Platform deployment and configurations. Genesys Outbound Server deployment, configurations and campaign managements. Genesys Reporting applications deployment, configurations Providing first and second level Support for international call centers. The support includes Genesys CTI, Genesys Routing, and IVR Genesys Integration with Sales force.

Missed Callback and Click2call configurations.

Unified Products

Genesys Eservices (Email, Chat, SMS, FB and Twitter) Power GVP configurations.

DOMAIN SKILL SET:

Genesys Framework 8.x – CME, GA, SIP Server, URS, OCS. Hands on Products experience

Sangoma Media Gateway configuration

IP Phone Configuration

Investigation & Troubleshooting on various Escalations related to Below Genesys Platforms:

Genesys SIP Server

[Provide log analysis and take necessary corrective action] Genesys CCPulse, PULSE (Real Time

reporting)

[Provide Real Time Statistics & Intra-Day Historical Data for CME Objects & Working Resources] Genesys URS & IRD

[Genesys Universal Routing Server which Routes Voice & non-Voice interactions to Reliable Target Resource as per the Strategy Instructions]

Genesys OCS

[Outbound Contact Server perform as Dialer Engine to Outcall Voice Interactions] Genesys Eservices

[Email and Chat Related Issues]

DATABASE MANAGEMENT AND SUPPORT:

Generation of Contact Center Reports

Daily Check-list to confirm Data Insertion in Database from Genesys Stat Server & Call Concentrator Investigating Reporting Issues Related to Data-Mart, Data Source & Call Concentrator Troubleshooting on Call Routing Issues by investigating STAT Server, URS & T-Server Logs.

ACCOMPLISHMENTS

Provide support for Genesys environment during deployment phase. Help testing team to achieve testing results targets. PREVIOUS PROJECT HANDLED: Anandrathi, (Inbound &Outbound) Dialer Software : Genesys 8.1

Database : MySQL

PREVIOUS PROJECT HANDLED: Vertex (Inbound &Outbound) Dialer Software

Database

: Genesys 8.5

: MS-SQL

LAST PROJECT: Securemeter (Inbound, Outbound & Chat) Dialer Software

Database

: Genesys 8.5

: MS-SQL

CURRENT PROJECT: WizCraft (Inbound, Outbound)

Dialer Software

Database

: Genesys 8.5

: MS-SQL

DESCRIPTION:

In this project, we implemented Genesys Administrator and Interaction Workspace and challenging customized report. By using lead upload utility, staging the DNC and NDNC records are not uploading into calling list. Also performing treatments applied directly through configuration manager as per client requirement.

DECLARATION:

I do here by declare that the particulars of information and facts stated here in above are true, correct and complete to the best of my knowledge and belief. Place: Bangalore

Date:

Yours Truly,

(SHIVAKUMAR K)

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