Sudipta Mal Email & Phone Number

Mumbai, Maharashtra, India

Designing solution and discussing requirement with the Client & providing value addition to their existing solution to support growth of the IT infra environment. (Contact Center / Network)Accountability for Contact Center infrastructure service availability and support responsiveness.Managing the installation, Configuration, maintenance, upgrade & L3 support of the Contact Center infrastructure environment.Overseeing reports & documentation related to the Contact Center environment operations.Acting as an escalation point for incidents, events.Managing the relationship with Client, designated ICT vendors and service providers.Installation & configuration aspect Enterprise dynamic IPNIQ Call routing Solution.Installation & Configuration aspect Enterprise data ware House (EDW) for enterprise reportingConfiguration of Business rules for Inbound, Outbound, IVR, Chats, Emails and SMS.Requirement gathering for IVR call flow and designing the IVR script.Requirement gathering for Integration with CRM and backend system.Handling Support escalations from business users, escalating and communicating with Client’s Vendor, OEM, managing projects, kick off meetings, project planning, Project execution etc.,Tracking budget & resources.Manage Onsite FMS Team.Installation & configuration AudioCodes for sip trunk.Internal and Customer Escalation Management.AWS Solution Architect (Associate level)Designing AWS architecture•Creating Custom VPC,Subnet,CIDR & launching EC2 instances.•Configuring NACL, SG, Route Table as per client requirement•Peering VPC across region•Creating and modifying AMI•Setting Elastic Load Balancers & attaching it with EC2 instances•Setting Cloud Watch Alarm for monitoring & integrating it with ELB, EC2, Auto scale etc.•Configuring encryption of EBS volume & Taking Snapshot for DR site.•Hosting static Websites on S3•Route 53 for routing traffic and using different policies of routing•Configuring Multi AZ RDS & alerts using SNS

Mumbai Area, India

Accountability for Contact Center infrastructure service availability, Requirements and support responsiveness.Managing the installation, Configuration, maintenance, upgrade and support of the Contact Center infrastructure environment.Overseeing reports and documentation related to the Contact Center environment operations.Developing and implementing Contact Center maintenance schedules for the CSI Customers infrastructure environment.Acting as an escalation point for incidents, events.Managing the relationship with Client, designated ICT vendors and service providers.Analyzing existing operations and identifying and implementing improvements to support growth of the IT infrastructure environment (Contact Center / Network)Business requirement gathering includes: - Business rules for Inbound, Outbound, Chat, Email, and IVR Scripting,Handling Support escalations from business users, and escalating and communicating with Client’s Vendor, managing projects, kick off meetings, Project execution etc.Onsite FMS Team Management and support Level-3 Technology support.Internal and Customer Escalation Management,Tracking budget & resources.Handling Operation BAU requirement.Prompted as Sr. Manager

Mumbai Area, India

Creating Aspect Inbound ,Outbound, M3 Service in aspect UIP 6.5.1 ,7.0 &7.1PRI Installation & configuration with aspect system.Designing Basic IVR script.Handling Operation BAU requirementTroubleshootingInternal & External escalation managementPrompted as Manager

Mumbai, Maharashtra, India

Creating Aspect Inbound ,Outbound,M3 Service in aspect UIP 6.5.1.PRI Installation & configuration with aspect system.Designing Basic IVR script.Handling Operation BAU requirement.Prompted as Sr. Support Executive

Mumbai, Maharashtra, India

This Call-Center is capable of Outbound Calls Concerto Pro Dialer Software, Nortel Meridian 61C & Nortel Passport 7480.It uses various services like AOD, IVR, Recordings, Agent & Supervisor Configuration, Agent Monitoring, lead Management, Recording management and report management. The CRM is developed by vendor using Visual Basic & SQL Server is used for database also to Troubleshoot on server, desktop and network related issues.

Mumbai, Maharashtra, India

Desktop IT support at Customer One B.P.O for 300 Users which out sources from Graftronics

Mumbai, Maharashtra, India

Hardware Job Description:• Assembling, Installation and Troubleshooting PCs, servers, printers and peripherals.• Hardware & Networking Support and Installation.• Administrator of computers having dual boot of Microsoft windows 98 & Microsoft Windows NT, Microsoft Windows 2000 Server, Microsoft Windows XP Professional, Microsoft Windows 2003 Server, Microsoft Windows 2000 Professional• Looking after technical problems related to Networking & Internet problems & Hardware.• Developing & updating Windows & various kinds of software upgrades• Data recovery, Daily Backup, Microsoft Outlook and Outlook Configuration• Active directory.Networking Job Description:• Network Infrastructure - Local Area Network LAN TCP/IP.• Various Protocol providing solutions for Networking, Internet & Hardware related problems to various centers.• Install & Configure Domain Controller and Client Machine• Basic firewall Configuration.• Wireless network Configuration.• FTP Configuration• Remote desktop Configuration, and Terminal Services Configuration.

Bca, Bca, A

Pcm, Computer Systems Networking And Telecommunications, A

Activities and Societies: PC maintenance diploma course

Hsc, Business/Commerce, General, Second Class

Education record