• Major project handled: - o Migration of client from On-premises to Azur cloud.o Migration of client from Avaya routing to Genesys routing and creating real time pulse vire for Agent group and VQ’s o Installation and upgrade of configuration layer, Media layer, Management layer, Routing, Eservices and UI layer components.• Monitoring the application status and resolving the issues that T1 Team reports.• Good understanding and troubleshooting experience in SIP and URS log troubleshooting.• Preparing technical designs (solution design documents), development and implementation, support and troubleshooting of various components/applications in the framework• Worked on Outbound solution to create Campaign and treatments as per requirement.• Worked on issues related to Genesys recording and creating a process document for clients.

Working as Genesys support engineer.Working on Genesys on promises and cloud platform including Designer, Agent setup, WDE, WWE.Bulk import of new agent profile and modifying existing agents profile through agent setup. Performing morning checks and contact centre checks after patching to make sure all applications are up and running. Using splunk to check the server logs.

Hands on experience on Genesys tools like GA, GAX, Imports using GA, CME, Pulse, CCPLUSE etc.  Configuring/modifying CME objects (agent profiles, non-agent(supervisor) profiles, DNs of all types(route points, stations, hunt group extensions, virtual queues), agent groups, DN groups, Skills, list objects in bulk Working on SDRs escalated by Service desk team Working knowledge of CME 8.0 and Genesys Framework. Troubleshooting Call flow, agent login issue involving integration of IVR, Session Manager, CM, Genesys, and Cimplicity Desktop

Avaya Administration Working as Operations Engineer under Agile methodology for Centralization Projects related to US, India, and Canada. Working in complex environment consisting of integration of Avaya, Genesys, VHT and IVR architecture. Profile involves imports to Genesys Administrator (Ver 8.0) like Agent, stations, places, DN,etc. Uploading in bulk data like vdns; hunt groups; announcement .wav files; vectors; service hour tables, vrt tables, etc. on Avaya and similarHands on Avaya CAM Server, Working knowledge of Avaya tools like ASA etc. Working on SDRs escalated by Service desk team Troubleshooting Call flow, agent login issue involving integration of IVR, Session Manager, CM, Genesys, and Cimplicity Desktop Exposure to Call Centre Environment with integration of different products–  PBX – Avaya 87XX with CM 6, 5.2 with ESS type connectivity and G450 Gateways.  Recording Solutions – NICE CTI – Genesys; Avaya AES Messaging –Avaya MM; Aura Messaging & OCTEL Administration of Avaya Call flow involving Vector and VDN programs setup. Understanding of various types of VOIP protocols like H.323; H.225; H.245; RTP; RTCP; SIP; etc. Working of different kinds of Avaya IP cards. Commissioning & Maintenance of E1 Lines, Tie Trunks, CO Trunks, IP Trunks.  Working knowledge of Incident notifications, change management processPreparing Documents for Operations; Upgradation & Migration of Avaya and Adjuncts and present for discussions and approvals

Windows AdministratorTroubleshoot Connected Backup IssuesTroubleshooting and Working on mail clients like MS OutlookWorking CA Service Desk Ticketing toolWorking with RDP tools like RC, Bomgar.SCCM Client RemediationTroubleshoot VPN IssuesTrouble Shoot AD related issuesServer PatchingResponsible for all Infrastructure management for ADPEscalation of calls to different support teamsTo co-ordinate with the appropriate teams for call resolution.Work Planning - daily tracking of requests and assignment to analyst, Sending Shift handoversDaily Operating System alert handling and response/reassigning to correct binCreation/deletion/modification of User account, GroupsInstallation and basic configurations of 6500 series cisco switches.

• Site survey for LAN implementation.• Design network point distribution on Auto cad.• Installation of CISCO switches & router, basic configuration of router.• Preparing Penta scanning & OTDR report.• Preparing site handover document.