B PAVAN KUMAR

Present Address – NO-**,*st floor,4th cross, somasundarapalya, Bangalore – 560102.

Email – adgrv1@r.postjobfree.com

Mobile – 832-***-****

Objective:

A result-oriented business professional with proven abilities in Technology scope and Operational Management and improving efficiency of Service Delivery. Able to understand the Technology bugs with depth experience, knowledge and expertise.

Working Experience:

Worked as IT Analyst and has 3 years of contact center experience handling Genesys system implementations & Support. Plays a key role in implementation, support & maintenance of Genesys Inbound and Outbound solution. I am having a very good knowledge on Genesys Components detailed log analyzing, troubleshooting and fixing the problems. Understanding Genesys architecture, performing support, Campaign management & maintenance activities.

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 Avaya

ACD with IP Phones.

Missed Callback and Click2call configurations.

Unified Products

Genesys eService’s (Email,Chat,SMS,FB and Twitter)

Power GVP configurations.

Technical Skill Set:

Operating Systems: Windows server 2008 and 2012

Web Servers: Tomcat 6 & 7.

Database: Oracle & SQL.

Database Tools: SQL Developer

Domain Skill Set:

Genesys Framework 8.x – CME, GA, SIP Server, URS, OCS, eService’s, ICON,GIM,ORS

Hands on Products experience

Genesys Dialer Inbound, Outbound, GVP 8.X & EService’s

Audio Codecs Media Gate way configuration

Sangoma Media Gate Way configuration

IP Phone Configurations

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

Genesys SIP Server

[Provide log analysis and take necessary corrective action]

Genesys CCPulse (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.

Troubleshooting on Agent Desktop Applications (CTI) issues for Login, Data-Popup &Voice.

Working on Ticketing tool i.e. Smart Link. To Manage Dockets.

Past Association:

Organization : IBM

Department : Information Technology

Designation : L2- Support Engineer

Organization : Rolta India Limted Pvt Ltd

Department : Information Technology

Designation : IT Analyst

Organization : WIPRO

Department : Information Technology

Designation : System Admin

Personal Details:

DOB : 04-03-1991

Marital Status : Single

Religion : Hindu

Sex : Male

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.

Date:

Place: (B Pavan Kumar)

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