Amresh Kumar Email & Phone Number

Pune, Mh, In

Pune, Maharashtra, India

Pune, Maharashtra, India

• Plan and implement projects • Help define project scope, goals, deliverables and Risk management.• Define project schedules, allocate resources and monitor progress.• Align project objectives with company goals, and make sure the project team is clear on objectives.• Help project team with the design and development tasks• Providing administrative support to the Project Management team when required.• Working in person for all resource requirements under the global services team.• Building strong partnership with various roles within the organization (i.e. DSAs, PMs, TMs, Project leads and PSE Mangers) and daily involvement in the scheduling and assignment of resources to programs/projects• Maintaining and keeping the database updated with qualification, skillsets, and experience of all resources within their assignment ownership.• Keeping and providing up-to-date information on all resources, particularly availability.• Understanding and resolving resource requirements effectively and in a timely manner to ensure consistency, effectiveness, and profitability.• Schedule periodic meetings with Project/Program Managers, Directors, and Technical Managers to discuss future opportunities.• Handle and resolve scheduling conflicts• Align resources based on skill set, market and products, country, region, required shift/time zone, customer and recommended areas of development for the team• Provide regular and ad hoc management information and reports as required.• Extensive collaboration, with all interfacing parties to help remove roadblocks and bottlenecks, as well as, ensure success towards company’s goals.• Complete all tasks in adherence to global strategy, regional requirements, and local legal obligations• Conducting all duties with professional standards and keeping in mind a cultural awareness of different traits seen among a global team. • Managing the escalations.

Pune, Maharashtra, India

• Providing administrative support to the Project Management team when required.• Working in person for all resource requirements under the global services team.• Building strong partnership with various roles within the organization (i.e. DSAs, PMs, TMs, Project leads and PSE Mangers) and daily involvement in the scheduling and assignment of resources to programs/projects• Aligning resource operational requirements by scheduling and assigning employees• Maintaining and keeping the database updated with qualification, skillsets, and experience of all resources within their assignment ownership.• Keeping and providing up-to-date information on all resources, particularly availability.• Understanding and resolving resource requirements effectively and in a timely manner to ensure consistency, effectiveness, and profitability.• Schedule periodic meetings with Project/Program Managers, Directors, and Technical Managers to discuss future opportunities.• Handle and resolve scheduling conflicts• Align resources based on skill set, market and products, country, region, required shift/time zone, customer and recommended areas of development for the team• Provide regular and ad hoc management information and reports as required.• Extensive collaboration, with all interfacing parties to help remove roadblocks and bottlenecks, as well as, ensure success towards company’s goals.• Complete all tasks in adherence to global strategy, regional requirements, and local legal obligations• Conducting all duties with professional standards and keeping in mind a cultural awareness of different traits seen among a global team. • Managing the escalations.

Pune, Maharashtra, India

• Escalation call from client and Business partner• Client compliance issue and Risk management• Team end to end support for Nice call recording management product (Perform, NIM, Engage).• Managing critical clients and business partner globally. • Build and maintain interdepartmental relationships with Customer Support, Product House, Sales, Professional Services and other support function• Cross function relationship with various internal team (APA, NTR, WFM, InContact, NPM, Public safety, Actimize and other Nice products). • Handling P1 escalation calls• Training awareness and induction.• Involved in developing training material with DOJO team (Educational Portal).• Team performance and appraisal.• Weekly War room for global sites and sharing reports. • Handling, issue tracker and complete reporting of team performance on various scales.• Resource operational requirements by scheduling and assigning employees and Shift planning.

Pune, Maharashtra, India

• Worked as Tech Lead, Technical Engineer • Well versed with NIM 4.1 and Engage Architecture and its Components.• Handling Bridge calls from client and Business partners. • Worked as a point of escalation/higher technical contact to interact with customers (business partners and direct customers) for high & low-levels problems• Giving training to new team member and conduct session for technical and process issues.• Provide support to Tier 1 engineer/Field Engineers/Tech Leads to resolve escalated issues within SLA & utmost customer satisfaction• Mentoring and assisting the junior team members.• Troubleshoot issues by resolving them with maximum customer satisfaction.• Have worked on complex troubleshoot problem determination, server administration, storage center reporting, Sentinel enterprise monitoring tool, and upgrades to the latest version of NIM/Engage.• Have worked on Playback, Storage Center, and VoIP logger, telephony troubleshooting issue and worked with CTI integration with Global IP telephony environment like: CISCO, Avaya, Nortel, Genesys, etc.• Provide support to NICE customers/Business partners for Nice Call recording products i.e. NIM 4.1 & Engage .X• Handling License team and related issue.• Handling P1 escalation calls for License.

Bangalore Urban, Karnataka, India

Handling P1 calls on various escalations.Handling bridge calls regarding product and process.Working along with the R&D team in analyzing the most common issues with Microsoft products for the product development.Supporting clients based on requirements of Microsoft products

Bangalore Urban, Karnataka, India

Was handling P1 calls on various escalations.

Bangalore Urban, Karnataka, India

Working on Escalation calls and Troubleshooting

Bangalore Urban, Karnataka, India

Tier 2 technical support.

Bangalore Urban, Karnataka, India

Troubleshooting