Deepak Sardar Email & Phone Number

Indore Area, India

Deputy Manger MP and CG

Chennai Area, India

 Working on Jira ticketing tool for getting issue related ticket. Maintaining 100% SLA for assign ticket, first response, workflow change and take it in your name. Analyzing and troubleshooting for route cause of the issue. Handling various type of reported issues like Silent charge, one-way audio, Local ANI, agents unable to login, agents account configuration, Site or Edge down, Outages, DID assignment, incorrect data shown in the dashboard. Enable, disable, new account creation and assign various role like agent, manager, Admin. Taking RCA from Serenova and Genesys to major issues. Work on bliss for account configuration, assign role, permission, queue, country, and CTG. According to issue make a test call from the same campaign both LiveOps and Bliss. For new site create new agents account, assign phone and map accounts from Bliss to the pure cloud. Monitoring the site, edges, and trunk with their CPU utilization. Run reports for a various issue like agents not getting calls, agent automatic off the queue, unable to make outbound calls, ghost call, robotic voice. Download call recording and find the route cause of the issue. Block ANI after getting proper business justification.  Check interaction of the call for call error issue. Open major issues with Serenova & Genesys and find out the fix solution of the issue. In pure cloud both the instance .ie and .com monitoring call management. By zoom call resolve the issue related agents and manages query. Every week provide reports to client for issues and resolution matrix.  Make historical reports according to client requirement for a specific site or specific issue. Resolve all inbound, outbound and dial-out related issue within an SLA. Coordinating with a customer over hangout, Jira, Uchat, Voice call and zoom call for a live and critical issue. Check call analysis for wrap-up time, IVR, transferring calls, hold time, interaction time, etc.

Bhopāl Area, India

 Worked in Fault Management (Customer Support), routing, testing and currently in Performance Management. Route/traffic analysis as per SIP error codes in real-time monitoring. CDR monitoring for profitability on each successive carrier/client. Route/traffic analysis as per SIP error codes in real-time monitoring. Checking call logs, traffic profile issues and troubleshooting them. New account, TG's creation for existing and new carriers. Working on various testing tools- Itest, Arptel, CheckMyRoute, Routeinspector, Manual testing. Doing Interconnection scenario test to check SBC's behavior. Working on various testing tools- Itest, Arptel, CheckMyRoute, Routeinspector, Manual testing. Dealing with issues related to a voice like ASR, ACD, DTMF, CLI, Cross talk, ECHO, PDD issue, Audio quality issue, NOISE/Distortion/ Clipping issues, Looping issue, call drop, FAS. Testing of routes for live traffic. Level opening, Codes addition/deletion, rate management. Customer side rate sends and upload vendor side rate.  ILD Routing Implementation for Retail, Hubbing traffic for the new/existing destination Taking SBC backups, call logs. Configuration for code blocking/unblocking Responsible for O&M of a switch, including Fault Management. Pro-actively monitoring route performance and connectivity. Resolution of Voice Tickets opened by Service Desk and Customer Support team. Responsible for maintaining the connectivity of all International/National carriers. Traffic and ports Management for International routes. Coordinating with National and International carriers over Skype and phone for faster resolutions.

Bhopal Area, India