Gireesh Panayappilly Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

United Arab Emirates

Presently working and maintaining Verint Servers Hands on knowledge of Avaya Products -Contact Centre Proficient in troubleshooting hardware, contact center application maintenance, connection, and software issues reported to the Service Desk Successful in effective provisioning, installation/ configuration, operation, and maintenance of systems hardware and software and related infrastructure Expertise in updating patches & hot fixes, applications as required, maintaining… Show more Presently working and maintaining Verint Servers Hands on knowledge of Avaya Products -Contact Centre Proficient in troubleshooting hardware, contact center application maintenance, connection, and software issues reported to the Service Desk Successful in effective provisioning, installation/ configuration, operation, and maintenance of systems hardware and software and related infrastructure Expertise in updating patches & hot fixes, applications as required, maintaining daily tape backup and off-site tape storage and resolving all problems encountered with hardware and software Escalating requests to the appropriate team, as needed, procuring, replacing or repairing defective parts / equipment and providing support to the Technology team Performing routine server monitoring Troubleshooting problems pertaining to Performance Tuning, Network Administration, Application Conflicts and System Bugs Possess excellent communication and problem solving skills Show less

Pune

Client: TechMahindra Business Services Ltd. Systems Maintained: Verint Impact360 V11.1 (42 Servers, 4 locations)Speech Analytics Transcription: 4 ServersSpeech Analytics Application:1 ServerRecorders: 20 Servers (16 Active, 4 as N+1)Integration Server: 2 Server (Active / Standby)Database Servers: 5 Servers (QMDB & FRDB (DR) and DPDB)Desktop Process Analytics: 2 Servers (Active)Application Server: 6 Servers (3 Active and 3 as DR)Central Archive Servers: 2… Show more Client: TechMahindra Business Services Ltd. Systems Maintained: Verint Impact360 V11.1 (42 Servers, 4 locations)Speech Analytics Transcription: 4 ServersSpeech Analytics Application:1 ServerRecorders: 20 Servers (16 Active, 4 as N+1)Integration Server: 2 Server (Active / Standby)Database Servers: 5 Servers (QMDB & FRDB (DR) and DPDB)Desktop Process Analytics: 2 Servers (Active)Application Server: 6 Servers (3 Active and 3 as DR)Central Archive Servers: 2 Servers (Parallel Archiving) Monitoring daily checklist for ensuring everything is working fine before beginning of production hours Troubleshooting and resolving the issues of L1 level, investigating & collecting information’s of L2 level issues and escalating to vendor OEM for further investigation if needed Checking the CPU, memory, IO, storage utilization and application components Tracking day-to-day works including system administration, network maintenance, user calls, inventory management, EPO, call recorder for the process, and all the process related issues Providing relevant logs to engineering team to further troubleshooting and debugging client issues Coordinating with development, operations and vendors while checking servers for their functionality and Application and Database Backups Managing daily, weekly and monthly backup and restore procedures and implementing OS patches, hot fixes and updates as required Troubleshooting the Mute and Masking, Verint ID, No audio, Screen capture issues reported at site Checking archived calls in CAS servers through Archive database and utilized hard disk space of CAS and Recorder Server per daily basis Updating server health status through ILO utility while compiling monthly metrics and service level reporting log Show less

Mumbai

Chennai

Offered support and maintained the APC dialer servers and its services Led the installation, troubleshooting and maintenance of the APC dialer services and its applications Monitored the creation, deletion and maintenance of dialer IDs Created job list and took reports in Dialer, designed supervisor IDs, and removed the access to supervisor Ensured 100% service availability by performing regular test calls and monitored agent conversation with user Cross-checked the… Show more Offered support and maintained the APC dialer servers and its services Led the installation, troubleshooting and maintenance of the APC dialer services and its applications Monitored the creation, deletion and maintenance of dialer IDs Created job list and took reports in Dialer, designed supervisor IDs, and removed the access to supervisor Ensured 100% service availability by performing regular test calls and monitored agent conversation with user Cross-checked the regular checklist for G650, SES, CM and CMS servers; mapped the Agent IDs in CMS and to appropriate groups Modified the CMS supervisor IDs and assigned the skills Generated and analyzed the reports from CMS according to the need of the customer; updated daily VDN wise reports to share it with customers. Managed transaction and configuration backups in regular intervals Led barring and unbarring of the customer contact number in CM level Monitored the health status of Verint using system monitor; checked the call recordings to check the voice quality and CTI information through Verint portal Mapped and deleted agent IDs and provided the necessary user permissions Troubleshot the voice related issues in Verint impact 360 application and servers, checked the disk space of Voice & Screen acquisition data modules Monitored the services in all the Verint servers, identified channel and desktop IPs in MDF file in local VAM server to resolve any IP resolution failure alarms Tracked the real time recording in VAM server to ensure the recording happening with voice and data Resolved the Verint related issues with agreed timelines to maintain the SLA Monitored the services and alarms getting generated in the servers Added and modified the prompts in the application servers basis needs of the customers Updated the voice portal and media processing platform applications Changed the barring logic to restrict or increase the number of tries of customer calling to call Show less

Chennai