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Profile:

Sr. Technical Support/

Technical Lead/

VoIP Engineer

Mobile:

+91-973**-*****

E-mail:

adt1lj@r.postjobfree.com

LinkedIn Profile:

www.linkedin.com/in/

alexcrasta

ALEX PRADEEP CRASTA

Contact Centers (Cloud & Premise), Linux, Windows, VoIP, Asterisk, Aspect Unified IP, WFM. Objective

To actively contribute to the development and growth of the organization where my analytical & practical skills could be utilized to the fullest extent and in the process, gaining more knowledge. Summary of Work Experience

14+ years of experience with various job roles in Technical/Customer Support domain & with multiple product-based Telecom/IT Industries, developing various domain skillsets & expertise. Technical Skills & Expertise

CCaaS - Contact Center Applications (Cloud/Premise)

Worked with multiple contact center applications such as Aspect Unified IP (Premise/Hosted), Alvaria VIA (Cloud), Serenova CXEngage (Cloud), Asterisk based Dialer application - VICIdial.

Installation, configuration, System health checks & troubleshooting of application related issues.

Alvaria Work Force Management (WFM) & Real-Time Adherence (RTA)

Configuration & issue troubleshooting on premise & hosted systems, Health check & maintenance.

Asterisk, VICIDial & FreePBX

Expert in installation, Configuration, Administration & Troubleshooting.

Handful experience in management of Agent & Admin UI, Reports, basic customization of UI.

Dial plans, SIP/VoIP Trunk & various carrier interface integration & configurations.

IVRS & Call Flow Design

Very good knowledge of multi-level IVRS/Call flow development & troubleshooting.

VoIP & Telephony

Installation & configuration of VoIP media gateways (PRI, GSM, FXO, FXS), SIP/IAX Trunk, VoIP/SIP phones & integration with Asterisk.

Expertise in installation & configuration of Telephony carriers such as ISDN/E1/PRI, SIP, VoIP.

Installation & configuration of Sangoma & Digium E1/PRI cards and Dinstar & Vega gateways.

Linux Servers

Vast Experience in Installation, Configuration of CentOS, Ubuntu & OpenSuse & Troubleshooting OS related issues.

CLI Commands, IP-Tables, Email Configuration, File Editors, Cron Jobs, Log Analysis, OS/HDD Recovery.

Windows Servers

Installation & Troubleshooting skills on Windows Server, Perfmon, EventViewer, Services.

Salesforce & vTiger CRM

For customer data management, support tickets, documentation, case management, Goals & KPI.

MySQL / MSSQL Databases & Networking

Basic knowledge of DB Queries, Data Tables, Data Table repair & High Availability concept.

Network configuration on Windows & Linux server & basic debugging skills using Wireshark tool.

Add-On Tools & Applications

Hands on experience on applications such as Jupiter, Confluence, JIRA, Webex, Splunk, ASRA, Jenkins, ClearQuest, Slack, OpenVPN, MS Office which are used on regular basis for day-to-day activities.

Remote Connectivity: Webex, TeamViewer, Anydesk, ASRA, GoToMeeting, RDP, OpenVPN.

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Job Roles & Responsibilities

Lifesize

Technical Support Engineer, Tier II

August 2022 - Till date

Providing advanced level of technical support for Serenova & Liveops Contact Center applications.

Attending customer issues based on the case severity & providing them best possible support over calls & email to address their issues/queries.

Assisting customers across all regions for all technical issues & product related queries through calls, email & chat.

Complete ownership & managing the support cases though Salesforce.

Coordinating with SME’s & Engineering team for product related bugs for faster resolution of the issues on JIRA.

Log analysis though LogDNA & also executing auto/manual jobs through Jenkins. Alvaria Inc. (Formerly, Aspect Software, Inc.)

Sr. Technical Support Engineer II/ Technical Lead

March 2017 – August 2022

Technical & functional knowledge on contact center applications - VIA (Cloud Platform), Aspect UnifiedIP (Premise), Work Force Management (WFM)

Provided technical support to customers, understanding the criticality & business impact, analyzing, troubleshooting the applications issues, addressing product related queries etc. with the help of support tickets on Salesforce.

Troubleshooting & resolving all severity cases/issues efficiently within the specified SLA’s & also timely escalations to concerned teams to minimize the impact on customer business.

Monitoring & actioning on AWS server & cloud application related alerts/alarms such as hardware alerts, CPU/Memory/Disk utilization spike & work upon proactively to mitigate production outage.

Proactive maintenance activities & health checks on Premise, Hosted & Cloud applications.

As a Technical Lead, handled customer escalations & made sure that the customer and the internal management are kept up to date on a regular basis during high severity or production impacting issues.

Assisted peers on critical/higher severity issues by engaging in customer bridge calls for critical issues & involved the SME’s & management to fast track the issue resolution and to minimize the customer business impact.

Provided training to engineers on multiple applications.

Mentorship to new joiners to get adapted to the new working environment, assisting them on Salesforce case management, guidance on issue troubleshooting & helping them in understanding the organizational processes etc. astTECS Communications Pvt Ltd

Associate Technical Lead & Team Lead

February 2008 - December 2016 (8 Years 10 Months)

Handled installations & maintenance of Asterisk based applications such as Dialers (VICIDial), IPPBX (FreePBX), IVR System, Voice Logger system, VoIP based Gateways (GSM, FXO, FXS).

Provided online & onsite technical support for domestic as well as global customers over the call, email & also through remote access at any point of time using technical expertise & issue resolving skills.

Handled various critical & complex issues related to VoIP telephony servers, applications & resolved them efficiently

& in a timely manner & also involved respective teams when required.

Individually managed multiple end-to-end onsite projects for contact center system deployment all over India & in countries such as Dubai, FIJI Islands, South Korea, Senegal, Egypt, Mauritania, Algeria, Nigeria, South Africa etc.

Maintained customer database and managed the support tickets using vTiger CRM.

Very good working knowledge on Troubleshooting of Media Gateways, TDM (PRI/E1) or VoIP circuits.

Conducted onsite & online demonstrations, training to customers & internal employees on Asterisk applications.

With the Team Lead role, managed & guided the support team which was providing the technical support to overseas customers. Also, as an Associate Tech Lead, assisted tech lead in managing entire support team & together executing various organizational goals & team building activities.

Assisted the team in developing customer interaction skills, technical knowledge & handled issue escalations.

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Non-Technical Skills

Good team bonding & management skills.

Professional level of communication.

To establish and maintain a professional & friendly rapport with peers & customers.

To learn quickly from any given work environment.

Proven customer & escalation handling skills.

Dynamic & competitive at workplace.

Prefer to keep day-to-day work up to date.

Quality Initiatives/Achievements at Work

Driven product cross skilling and resource migration projects gracefully during organizational transition period.

Received ‘Star Performer’ award twice from Aspect for the performance on the work.

Received ‘Excellence award’ from *astTECS multiple times as an appreciation for my efforts & performance.

Completed the assigned work within the given SLA & as per the customer expectation & satisfaction.

Developed strong interpersonal relationships with other colleagues & teams to cohesively bond them together.

Successful in building & developing friendly & strong customer relationships.

Various awards in sports events which were held at office level.

I was also a member of ‘IndiClub’ team which organized sports & recreational events at organizational level. Hobbies & Areas of Interest

Sports – Cricket, Table Tennis, Badminton, Volleyball, Carroms & Chess.

Music – Playing Keyboards & Drums.

Singing - Love to sing Bollywood, Konkani & Devotional songs.

Travelling & exploring new places & cultures.

Achievements & Responsibilities at Academic Level

Secured 1st place in Track Events, Table Tennis etc. in Inter Collegiate Sports Competitions.

Participated in State Level Table Tennis Tournaments which were held in Bangalore.

Served as Sports Secretary during the Diploma course. Education/Qualification Details

Qualification College/University Year Attended

S.S.L.C/ 10th Std St. Aloysius High School, Mangalore, D.K. 2002

Marks - 60%

PUC/ 12th Std (PCMB) Carmel Convent PU College, Bantwal, D.K. 2004

Marks - 45%

Diploma in Electronics & Communications Vivekananda Polytechnic, Puttur, D.K. 2004 – 2007

(Final Year Subject Backlog)

Personal Details:

Gender : Male

Age : 35

Nationality : Indian

Marital Status : Married

Languages Known : English, Hindi, Kannada and Konkani

Contact this candidate