Sasikanth M Email and Phone Number

➢ Supporting Experience in the Cisco UCCE (Unified Contact Center technology), will be monitoring and supporting the Cisco products like CUCM, CUIC & LDS, CVP, CUSP, VVB, Expressway, UCCE servers (ICM), PGs, VOiP Technology, SIP and the 3rd party vendor components like VM ware (vSphere client), VHT, Aceyus, eGain, Unirsm, MIQ and Genband.➢ Daily basis will perform the components Health check to make sure everything is working as expected, in case of any issues raises during the health check, will perform the troubleshooting to fix them.➢ Every monthly will perform the Windows Patching activity on the all the Windows servers to fix up the vulnerabilities, post that will validate the processes and the cisco services.➢ Handled around 100+ servers which includes Windows and Linux OS servers.➢ The entire shift will monitor the multiple dashboards regarding the call processing status and the Server status.➢ Co-ordinate with Cisco TAC, 3rd party vendors and the Service Partners in case of any issues araise. As per customer or the vendor request based on the issue, we will follow the mitigation steps to fix them.➢ Performed TOMCAT certificate updates on CUCM and Finesse GUI, Exit OPC on PG’s, exitRouter, ANI number block in AW, agent modification, deletion, addition & skill group alignment through AW server.➢ Skilled in supporting, monitoring, escalating and troubleshooting regarding the Server performance and UCCE related products & applications. Also, perform the failover (in duplex setup) without impacting production in case of a reboot/maintenance is required.➢ Hands on experience with the following incident management tools like PagerDuty, Reliatel, Pier 2.0 and the dashboards like Onesight, Prognosis tools, Aceyus, eGain Analytics, Appdynamics, Splunk, Eyequeue. ➢ On daily basis will resolve around 40+ tickets related to both UCCE and IPT which will be receiving through the PagerDuty, Reliatel, Pier 2.0 tools.

➢ My responsibility is to develop a superior understanding of client plan provisions, identify opportunities for knowledge enhancement and deliver high standards of quality and timeliness.➢ The Processor is responsible for processing all activities related to client benefits plans as set up in TBA, while meeting and exceeding client Service Level Agreements.➢ Complying to all Data Security and Code of Conduct standards, MIS, internal guidelines and following customer concerns.➢ Timely completion of the task, Inventory management and ongoing quality service delivery of the task assigned.➢ Carrying out data entry and rule-based entry for processes and performing simple processcalculations.

➢ Supported Amazon.co.uk and Amazon.com as technical support for Smart home devices like device flashing, OS upgrade, and in-built apps troubleshooting.➢ Received an average 85% customer satisfaction rating to date, 15% higher than the company average and awarded as a best customer SAT.➢ Provided all kinds of technical support for customers on a wide range of Amazon smart home devices and resolved issues at a 91% rate.➢ Worked as SME Technical Support for Amazon.co.uk and Amazon.com projects.➢ Skilled in handling multi-channel communications like Chat, email and phone.