Anoop Shah

+918********* adzs44@r.postjobfree.com

Objective

I seek to work in an environment that will challenge me further; while allowing me to contribute to the continued growing and success of the organization. I look forward to work with a company that provides me with the opportunity to meet and exceed assigned goals and objectives. Experience

Abu Dhabi commercial Bank

06/2018 - 09/2020

IT Team Leader

Develop and maintain a structured plan for the operation of Call Center Desk function based on data and issues from the Problem Management System.

Enhancement project for Interaction Voice Response (IVR) applicatio. Enhancement and upgrade project for all telephonic recording systems in bank (Avaya, Alcatel Omnipcx & Treasury IPC Unigy Phones).

Enhancement project for Enterprise Resource Planning

(ERP) application.

Partially worked on core banking FCUBS and TIBCO applications. Implement and enhanced project for Access controlled system and Qmatic. Enhancement project for SAP Ariba application within the bank finance system.

Enhancement project for Boardpad application for Bank Board members. Handle user problems quickly and efficiently to agreed service levels. Manage the end-to-end development and delivery of IT infrastructure for projects from developement planning, set up and testing, pre production readine production cutover. Abu Dhabi commercial Bank

9/2013 - 6/2018

IT System Analyst

Administrating Interactive Voice Response (IVR) & Computer Telephony Integration (CTI) application for callcenter.

Knowledge of IP PBX, SQL database, Contact center

solutions ( IVR, ACD, Softphone, WebRTC etc).

Create and support Avaya Extensions and Station ID (Agent ID) and Call Management System (CMS) for call center.

Manage Agent skills for call center.

Knowledge in Linux Operating system and Microsoft window servers.Supporting Avaya AIC applicationApplication development team as part infrastructure setupreadiness. Administrating voice network and Avaya systems in callcenter. Managing and upgrading Contact Avaya Recorder (ACR) and Alcatel (Omnipcx) Recording Solution.

Interface with Infrastructure, Project Management, Application Development team as part of infrastructure setup readiness. Supporting Avaya AIC application, Symmetry Access

Control System and Qmatic Management System(QMATIC). Managing Banking ERP applications like Crystal Report, Boardpad, Bluecurve Microstrategy, Itqan, Ariba, Tableau Abu Dhabi commercial Bank

8/2010 - 9/2013

IT Desktop support Engineer

Managing IT Service Desk and End user support (virtualmachines) function in Abu Dhabi Commercial Bank for 5000+ users in various locations across UAE as per the Incident management procedure.

Configure and troubleshoot Microsoft Outlook issues. Installing Microsoft and Windows patch deployment and maintenance updates. Support IP telephony - Avaya, Alcatel and IPC.

Installation and Hardening of windows based clients. Administration and installation of printer, scanner, biometric devices and check point encryption device. Confirmation for teller user pc,cheque scanner and count-matic. Configuration of Outlook and ERP application.

Coordinate with network team and server team for firewall rule, ip reservation,enable USBport for other device connectivity and mannual updatation for Symantec endpoint protection. Raqimyat LLC

8/2008 - 8/2010

IT Support Engineer

CCMS Kerala University

6/2007 - 7/2008

System Administrator (Trainee)

Education

Impact college

Nov 2005

Diploma in Electronics and Communication Engineering MCSA Microsoft Windows Server Administration

ITIL Foundation Certificate in IT Service Management Skills

Microsoft

Windows servers,Desktop (vdi) and Laptop Confirmation Avaya Communication Manager

CRM and ERP system.

SQL query for IVR.

IVR & Avaya Interaction Centre (AIC)

Avaya Contact Recorders (ACR)

Alcatel Omnipcx Recorders

IPC Treasury Receiveder

Projects

Core Banking Upgrade Project.

Alcatel Omnipcx Recorder upgrade project

Avaya AIC application upgrade project.

Treasury IPC Recorder upgrade project.

Midas projects (RBS retail bank migration )

Reference

Shibumon Nozamudeen - Abu Dhabi commercial Bank

iT Manager

adzs44@r.postjobfree.com

+971-**-***-****

Contact this candidate