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Associate Consultant

Location:
India
Salary:
--
Posted:
April 20, 2016

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Resume:

Amarjeet Thakur

Mobile: +919*********

E-Mail: acuftr@r.postjobfree.com

Summary:

Overall 8+ years of experience in Information Technology, including 4+ years of experience in Genesys Solution. Expertise in Framework installation and configuration, Inbound, Outbound, GVP (IVR), Routing, eServices, Reporting, and troubleshooting skills ensuring continual deliverance of innovative and superior services.

Work History:

Associate Consultant (Genesys) at mokSa Technologies India Pvt. Ltd., 02-05-2013 – till date

System Administrator-IT Opreration (Genesys) at Network18 Media & Investment Ltd., 01/07/2011 to 30/04/2013

Senior Desktop Engineer at VHB Life Science Ltd., 01/07/2010 to 30/06/2011

Front Desk Engineer/Laptop engineer at Simtech Computronics Pvt. Ltd., 26/10/2009 to 19/06/2010

Desktop Engineer at Anmol Computer Pvt. Ltd., 20/11/2008 to 30/09/2009

Customer Support Engineer at Badyal Intotech D_Net Space, 04/2007 to 04/2008

Key Skills:

Genesys: - Genesys Framework (8.0, 8.1 & 8.5), Inbound, Outbound, GVP (IVR), Routing, eServices, Reporting, SIP, Video, Chat, GMS, WFM, GQM, Co-browser, Genesys Recorder & Media Gateways.

Tools:

Genesys CME administrative activities, Genesys Administrator for installation, configuration, monitoring of Genesys Solution. Genesys Composer for developing GVP call flows, IRD for developing routing strategies, SCI for Monitoring Genesys Solution, Start/Stop, Switchover the services, configuring alerts, OCM for managing outbound dialing, Hyperion & GI2 for historical contact center reports, CCPulse+ for real time monitoring, alerts and extracting real-time as well as historical reports, Toad & SQL developer third party tools for Oracle database etc.

Operating Systems:

MS-DOS, Windows 98, ME, 2000 family, XP, Vista, Windows 7, windows 2003 Standard Server and 2008 Server.

Software literacy:

MS office. 2000, 2003 standard, XP, 2007 Professional, 2010.

Hardware:

Assembling, Disassembling, and Troubleshooting Hardware problems, Desktops, Laptop, of different makes model like, Hp, Compaq, Lenovo, IBM, HCL, Wipro, Dell.

Qualification:

BSc (IT) from Karnataka State Open University. (Jan 2014)

Completed One year Advance Diploma in Computer Hardware Networking from BCMT Institute chamba (H.P) (July 2007)

Passed H.S.C. from, HP Board Dharmshala. (March 2006)

Passed S.S.C. from HP Board Dharmshala. (March 2005)

Responsibilities:

Associate Consultant(Genesys) at mokSa Technologies India Pvt. Ltd., 02-05-2013 – till date

Working in Support as a L2 at client site, handling issues of Genesys modules.

Leading support and allocation of work to team members.

Handling escalations and closing them on priority.

Working closely with project team, helping them to release the CR’s (any) in UAT as well in production, end to end testing in UAT & production before and after releasing the CRs.

Estimating the downtime in case of scheduled any activities like Genesys application installation upgradation, restart of solution components, OS patch updates, restarts of host etc. and handing over the servers to respective team.

Genesys solution components installation & upgradations in uat as well in production.

Helping team members for closing their work with in the TAT

Co-ordinating with backend application teams, vendors & services providers etc.

Closing service requests with in the TAT.

Monitoring Genesys solution components, Recorders & Genesys servers Memory-CPU Utilization and disk space.

Genesys modules

Routing: Hands on experience on configurations, understadning of routing call flow and knowadge of creating routing startegies in Interaction Routing Designer.

WFM: Understanding of architure, knowadge of reports and its troubleshooting etc.

GVP(IVR): Understanding of IVR call flow and knowladge of creating IVR call flows in Compsoer.

eServices & Chat: Understading of eServices & Chat flow, its architecture and troubleshooting etc.

Reporting: Understanding and knowadge of reporting architecture and troubleshooting.

Inbound/Outbound: Having good understanding & knowadge of inbound/outbound call flows and its troublshooting.

Video: Understanding of video call flow and its troubleshooting.

System Administrator-IT Opreration(Genesys) at Network18 Media & Investment Ltd., 01/07/2011 to 30/04/2013

Framework installation, configuration and handling the support and maintenance part.

Outbound installation and configuration.

HA implementation of various Genesys components.

Call forwarding functionality through Genesys Voice Platform.

Configuring the Citrix load balancer.

Media Gateway Configurations.

Coordinating with different vendors for gateways, voice applications, PRIs, Reporting apps, etc.

Senior Desktop Engineer at VHB Life Science Ltd., 01/07/2010 to 30/06/2011

Responsible for Troubleshooting & installation of computer Peripherals, hardware Network related problem.

Installation of various patches (OS, application & Anti-virus) for system upgrades and updates.

Configurations and troubleshooting of Lotus Notes at client end.

Installation, configuration and troubleshooting of Symantec Antivirus Corporate (Ver.10.02.)

Installation and troubleshooting of network printers.

Keeping a closed track of the hardware devices, systems, servers and software applications in the inventory.

Configuring Video Conference as required.

Installing and Configuring of windows 2003 & 2008 Server.

Front Desk Engineer/Laptop engineer at Simtech Computronics Pvt. Ltd., 26/10/2009 to 19/06/2010

Handling customer queries to solve their product related issues.

Diagnosed and repeaired hardware problems, troubleshoot technical issues and installed software applications.

Performed Operating System Installation, Configuration, updating Drivers, verification and testing.

Desktop Engineer at Anmol Computer Pvt. Ltd., 20/11/2008 to 30/09/2009

Troubleshooting Hardware, login problems as well as LAN Network issues of users.

Configurations and troubleshooting of MS Outlook, Lotus Notes client.

Installation, maintainance and troubleshooting of computer hardware, network printers and peripherals.

Installation of various patches (OS, applications & Anti-virus) for system upgrades and updates.

Inventory management of computers, laptops, printers, software and other peripherals.

Customer Support Engineer at Badyal Intotech D_Net Space, 04/2007 to 04/2008

Troubleshooting of desktop machines and peripherals like printer, scanner etc.

Installation of operating system, applications software and Anti-virus.

Basic troubleshooting of LAN network issue.

Maintenance of computer hardware, software, peripherals and assembling of machines.

Personal Information:

Date of Birth: 30/11/1986

Address : CC-205, PARIWAR CO-OP HSG SOC. Kanjurmarg (E), Mumbai: 400042.

Date:-

Place: - Mumbai Amarjeet Thakur



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