Chetankumar Sharma Email & Phone Number

Noida, Uttar Pradesh, India

Noida Area, India

Noida

Voice Contact Centre Technology

Pune

Pune Area, India

Responsibilities:• Administrations and Maintenance of all below servers:o Avaya S8730/S8800 – Avaya Media Servers, CM 5.2.o CMS – Call Management Server, for real-time & Historic Reporting.o Verint (Ultra 9.3 & 10) – Call Recording Servers.o AES – Avaya CTI event provider to all the integrated devices.o Intuity Audix/MM – Avaya Voice Mail Messaging System.o CCM – The CISCO call manager.o CDR/Telesoft – The Billing Machines.o Aspect Dialer – Automated Dialing server.• Working in ITIL framework and raising change request (Change Management-Voice) for major changes in Voice operations/Infrastructure as per the business requirements.• Provide training to L1/L0 Team to improve technical skills.• Timely arrange meetings/open forum discussion with teams along with OPS Manager for the enhancement of Voice Operations.• Planned maintenance and major activities.• Handling major issues, escalations and follow ups with OEMs if required.• Design or modify ACD/non ACD call flows as per the client requirements.• Work and coordinate with EXL Voice Project team for new assignments/projects installations or enablement if required.VERINT SERVER (Ultra 9,10 & 11) • Monitoring & Recording of calls.• Creation of Agent ID's and Supervisor user ID's with customize privileges.• Adding extensions in VERINT Server.• Configuring Channel Mapping with Extensions.• Troubleshooting of application server/UXP server and VAM modules.

Now i am working in WIPRO as Voice Engineer, since 31st May, 2010.

Configuration and Troubleshooting:• Maintaining Avaya Definity, Prologix, S8300, S8400, S8500 and S8700 servers along with adjuncts like call billing, TFTP, CMS, BCMS, Voice Mail Systems etc.• Configuration & Troubleshooting problems related to VAL, CLAN, IPSI, Medpro Boards. • Configuring & Troubleshooting problems related to DS1 cards, CO, ISDN, Tie and IP Trunks in Avaya systems. • Able to coordinate with different Service providers (Airtel, Reliance, Tata, BSNL, MTNL etc.) and troubleshoot the issue related with different Trunk/DS1 (Telco Circuits).• Able to take the trace in live process & decode the errors/denial events according to the issue.• Configuring & Troubleshooting problems related to Dial Plan, ARS, AAR, UDP, and Route Pattern & Partitioning.• Configuration of CDR links and NTP in Servers & Definity systems.• Hands on with issues like configuring new subscribers, deleting subscribers & resetting greetings & passwords in Voice Mail Systems like Modular Messaging, Intuity Audix LX, and IA770. Call Centre process & Administration:• Configuring & Troubleshooting problems related to VDN, Vector, Skills/Splits.• According to customer requirement implemented various Call Flow.• Able configured & troubleshoot the issues regarding Agent IDs, Splits, Skills & VDNs.