Diale, ivr ,cti ,call recorder, t1, e1 circuits, isdn

Job Related Summary:

• * years of experience in Dialer and IVR Technologies.

• 4 years of experience as Business Systems Analyst.

• 9 years of experience in Aspect.

• 4 years of experience in Avaya.

• Good communication and interpersonal skills.

Summary:

• Have over nine years planning, analysis and maintenance experience of call center technology.

• Total 12 years of experience in Voice Technologies involving Aspect Predictive Dialers and IVR, hardware and networking, experience in LAN - WAN, network integration and network administration of Windows.

Technical Skills:

Predictive Dialer Technology: Aspect Conversation Dialer, Aspect Unified IP Dialer, M3 Scripting, Cincom encompass predictive Dialer and Intervoice IVR technology. Familiar with Davox and SER Dialer platform

Operating Systems: Windows 95/98, NT, 2000, 2003, XP, Vista, DOS, UNIX and Linux

Hardware: DCP, CPCI gateway, HP servers, MMS server and CISCO

Applications: Magellan Builder/Interpreter, Command Post, Director, lyrical, 5250 Emulator and Crystal Reports, Excel and Word

PBX: Nortel 81C and Avaya S8700 servers

Database: SQL, Sybase and Ms Access

Call Recorder: Witness and Nice

Other: Remote Desktop, VPN, VNC, PC Anywhere, SSH and RAS

Education:

• Diploma in Computer Technology - B.V.P, Mumbai, India.

Certification:

• CCNA.

Professional Experience:

Equity One (Popular financial holdings) May 2005 - October 2009

Aspect Dialer Systems Analyst

Responsibilities:

• Gathered client requirements, business needs and project objectives, via client meetings, in collaboration with all stakeholders. Applied and executed the changes in line with those objectives.

• Worked on designing, building and supporting various outbound/inbound dialer implementations\campaigns using Aspect's Conversations platform.

• Performed proactive maintenance on Aspect predictive dialer System and server by working closely with all affected business areas.

• Developed and redesigned the Magellan Screens for integrating an external database for data capture and lead tracking purposes.

• Prepared and designed various ad hoc reports as request by the Business unit.

• Worked on analysis of the call flow for the call center and did capacity planning based on the analysis.

• Worked on various inbound call reports for finding ASA and other critical parameters.

• Worked on problems involving the evaluation of specifications for complex business requirements and process (new, enhancements and maintenance).

• Provided technical assistance to users. Worked closely with the Business unit to ensure that all user needs are met in a timely manner.

• Worked on modification of the Magellan application as required by the Business unit.

• Worked on converting the regular T1 circuits to ISDN. Thus using the feature like DNIS, ANI and Caller ID to benefit the business unit.

• Performed and validated nightly backups, complete backup register daily and provide weekly and monthly reports to MIS management

• Managed change control to ensure all operations documentation is up to date and accurate, required levels of system and network security are maintained.

• Provided management with timely reports regarding system performance and availability. Interfaced with other ITS personnel and participate in departmental projects as the dialer expert.

• Developed and maintained relationships with all applicable vendors that provide services for the dialer platform.

IGTL Solutions (USA) Inc January 2001 - May 2005

Sr. Network Systems Administrator

Was nominated for the Star Performer for year 2003

Responsibilities:

• Worked on designing, implementation and supporting Aspect's Unified IP platform. Installed the Aspect IVR application and developed few M3 script for customer demo.

• Worked on installing the Remote CPCI Gateway project that saved 60% bandwidth cost for the company.

• Worked on resolving various bugs with ensemble pro/Unified IP product by coordinating with the vendor.

• Worked on designing, building and supporting various outbound dialer implementations using Aspect's Unified IP platform.

• Performed proactive maintenance on predictive dialer and server by working closely with all affected business areas.

• Troubleshot and quickly resolved daily predictive dialer issues. Also supported SER dialer for one of customers who shared the data center with us.

• Provided technical assistance to users. Worked closely with the professional staff to ensure that all user needs are met in a timely manner.

• Provided support to the ITs help desk operation regarding dialer and application related problems.

• Act as first point of contact with users of the dialer. Performed and validated nightly backups, completed backup register daily and provided weekly and monthly reports to MIS management

• Proactively monitored dialer and server, networks and connectors, analyzed and resolved any problems, maintained systems reporting, tuning and performance optimization, expansion and upgrades.

Rolta India Limited March 1996 - January 2001

Jr. customer Support Executive

Responsibilities:

• Provided technical support for NT LAN/2000 infrastructures.

• Installation and configuration of MS Exchange 5.5 on Windows NT 4.0 Server. Troubleshooting and Maintenance of the Microsoft Exchange Server 5.5.

• Administration along with other software like MS Office, MS-Office 97 and Anti virus on Windows NT 4.0, Win 95 and windows 2000.

• Also involved the Pre Dispatch Inspection (PDI) of the machines of Compaq, Intergraph and various peripherals.

• Conducted weekly/fortnightly review meeting for the escalated customer complaints.

• Administration of Norton Antivirus co-operate edition. Centralized console for the management of anti virus updates and virus control.

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