officer
crystal solutions
مجموع سنوات الخبرة :8 years, 10 أشهر
• Cisco components and Devices monitoring.
• Monitoring CTI Performance.
• Monitoring CTI Servers performance.
• Uploading voice prompts for MOH in the Call Manager.
• Generating CTI performance Report on daily basis.
• Coordinated with circle SPOC’s & end user to resolve CTI related issues.
• CTI Configuration.
• Providing technical support to production team and first level and second level support to system.
• Through knowledge of Incident and Change Management.
• Monitoring the Devices used for IVR.
• Do the Configuration for CTI and IVR.
• CTI Application Real time troubleshooting.
• Coordinating with TAC for Activities
• Minor changes in SQL database for Reporting purpose.
• Monitoring CTI Performance.
• Monitoring CTI Servers performance.
• Uploading voice prompts for MOH in the Call Manager.
• Generating CTI performance Report on daily basis.
• Coordinated with circle SPOC's & end user to resolve CTI related issues.
• CTI Configuration.
• Providing technical support to production team and first level and second level support to system.
• Through knowledge of Incident and Change Management.
• Monitoring the Devices used for IVR.
• Do the Configuration for CTI and IVR.
• CTI Application Real time troubleshooting.
• Coordinating with TAC for Activities
• Minor changes in SQL database for Reporting purpose.
Implementation of the New Skill Groups and Call Types for better Call flow.
As the Old IP call flow having too much load on the system, new call flow with the less and more effective Call Types and Skill groups was implemented to improve the system performance.
Previous Experience
IT Source Company ( Idea Cellular) 7 JAN 2010 till 10 July 2012
Role and Responsibility: • Cisco components and Devices monitoring.
• Monitoring CTI Performance.
• Monitoring CTI Servers performance.
• Uploading voice prompts for MOH in the Call Manager.
• Generating CTI performance Report on daily basis.
• Coordinated with circle SPOC's & end user to resolve CTI related issues.
• CTI Configuration.
• Providing technical support to production team and first level and second level support to system.
• Through knowledge of Incident and Change Management.
• Monitoring the Devices used for IVR.
• Do the Configuration for CTI and IVR.
• CTI Application Real time troubleshooting.
• CTI & IVR Application changes with respect to client requirement.
• Coordinating with TAC for Activities.
• Minor changes in SQL database for Reporting purpose.
Projects Handled: IP Roll Out for New Circles.
IP roll out is converting a circle to the IP from TDM (PRI) New Protocols need to be implemented in the new call flow.
Role: Functionality testing, exception handling, deployment and post deployment exception handling.
Configuring 2G and 3G in the system.
As per the customer requirement, new ICM scripts were implemented for 2G and 3G support to the customers for better support and assistance from the Call Center end.
Role: Functionality testing, exception handling, deployment and post deployment exception handling.
Implementation of the New Skill Groups and Call Types for better Call flow.
As the Old IP call flow having too much load on the system, new call flow with the less and more effective Call Types and Skill groups was implemented to improve the system performance.
Role: Functionality testing, exception handling, deployment and post deployment exception handling.
ICR Configuration.
As per the new customer requirement, new ICR configuration was implemented in the system at the IVR end.
Role: Functionality testing, exception handling, deployment and post deployment exception handling.
Additional Projects: ❖ Configuring new DNIS for CTI.
❖ Support for the EXONY reporting tool.
❖ Configuration of phones in the CUCM.
Nasser sports center (Kuwait) Jan 2007 - Sep 2009
Designation: IT support in charge.
❖ Additionally scheduled and carried out routine maintenance of all system in the organization.
❖ Basic Network related problem like cabling and switches
Hassan Mansur Int.Co. (Kuwait) June 2004 - December 2006
Designation: Desktop support engineer.
❖ My Duties included managing and installing operation system.
❖ Do the Optimization by processing the available data.
❖ Answering support calls regarding system issue and troubleshooting.
❖ Coordinate with the Carriers and get the changes implemented.
❖ Work with team at the global level for the Implementation of the changes suggested.
B.Sc Periyar University Higher Secondary Delhi Board
S.S.C Mumbai Board