Assistant System Analyst
BTC Networks
Total years of experience :12 years, 2 Months
Experiences:
3.4 Years
PROJECTS:
National Commercial Bank Contact Center Migration
Roles & Responsibilities:
•Manage L1 onsite engineers for day-to-day maintenance of Contact Center applications and production support. Provide adequate training to the L1 team to manage the infrastructure
•On site go-live support, identify and troubleshoot issues to ensure smooth production operation
•Escalate issues reported by L1/L2 engineers to vendors and follow-up until proper resolution
•Deliver customer end-users training on system Usage, Administration & Reporting
•Responsible for building technical solutions for new business as well as for existing businesses.
•Responsible for design, installation, configuration, system integration, call routing scripts, testing and commission of projects.
Bupa Arabia Medical Insurance Contact Center Migration
Roles & Responsibilities:
•Perform daily back up for all the servers/applications
•Supporting CMS, custom reporting, Avaya Experience Portal, IVR application reporting
•Supporting users via remotely and physically for addressing issue related to AVAYA and Sub-systems
•Configuring and troubleshooting issue related to IP phones such as Avaya 96xx and Polycom
•Troubleshooting the Audio and Screen Recording issues and providing support and educating the user about the product
•Educating WFM team on usage of AVAYA CMS reports to perform and co-coordinating with them to create agent ID's and Supervisors ID's with in TAT for call center operations.
•Helping operation team on CMS Reports, designing CMS report based on the request to be used by the Operation team for the analysis
•Create Remove and Modify Extensions, Agent Login Id's, Skills and trunk groups in AVAYA Communication Manager.
•Programing and modify VDN and advanced Vectoring as per the business requirement
•Configuring station with special features and call routing configuration.
•Administrating the AUDIX Voice messaging and AVAYA AURA Messaging System
•Prepare and update document for daily check list, server backup and other contact Center infrastructure details
•Coordinate with internal IT team to resolve the tickets if required
SAMBA Personal Banking Contact Center
Roles & Responsibilities:
•Analyze log reports from IVR servers in scope for any issues and generate diagnostic reports
•Analyze platform log and alarms logs for pro-active monitoring of signaling.
•Responsible to monitor the applications/services, server health status and reporting for performance, availability to keep the KPI high
•Coordinate with internal IT team to resolve the tickets if required
Plan and deliver software/hardware support and maintenance including installations, upgrades, configurations, and troubleshooting
•Responsibilities include Network Analysis & Administration, Server/LAN/WAN Optimization, Enterprise and Digital Infrastructure architecture and support, Security & Stability and Scalability of Platforms and Systems.
•Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
•Perform daily maintenance checks; replace, change, or modify existing equipment and its components, to include interchanging and connecting regular CAT5 cables to network equipment for LAN/WAN function
•Plan and implement network security, including firewall, file permissions, daily backup operations, backup and disaster recovery plans, file system integrity
•Installation and configuring different kind of Windows Servers (Win 2000, 2003 and 2008 Server)
•Design and Managing for Active Directory and Group Policy Services
•Configuring DHCP, DNS, FTP, ADS, VPN facilities and Managing Mail Server, Backup Server and Microsoft Share Point
•Preparing quotations for requirement of customer
•Stock checking and interpreting sales point of line to the customer
•Update records of installed hardware and software, maintain a software library and store original copies of installed applications
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