Technical lead
Capgemini - India
Total years of experience :12 years, 2 Months
o Monitoring SQL, DBMS, Application Servers, Recorders, Archive servers, RIS, Speech Servers and CF servers.
o Health checkup the servers before production & during the production hours.
o Working on the issues based on INC tickets.
o Pull the tickets details from service now (closed, open and escalated) & send the report to Application owner every day.
o Create health check reports and send to Application owner.
o Create Avaya tickets and involve vendors for P1, P2 issues.
o Deep dive to the Avaya WFO logs and give the findings to the Avaya team if issue occurred.
o Attend the daily escalation call with Vendor like Avaya and Verint
o Schedule windows and Avaya WFO patching & give the heads up to business.
o If any activity planned, create change ticket and get the approval and inform the business.
o If any unplanned activity, create break fix and get approval from Application owner.
o Orchestrate ERT calls and paging out teams like Telecom, Wintel and DBA team before business impact.
o Leading team providing telephone and online support to customers experiencing technical issues.
o Monitoring technical team calls to ensure maintenance of technical skills and good customer services.
• Responsible for installation and troubleshooting an implementation of Verint Product (Work Force Management (WFO)\Impact360) and address customer issues to bring project to closure and avoid escalations.
• Working with customers to integrate the existing network and telephony technical environments with Verint software products.
• Performing various validation tests to confirm deployment completeness and operational readiness.
• Work closely with Engineering, Professional Services, and internal team in supporting new features and services.
• Develop monitoring capabilities for customer’s product stability and performance with a focus on customer service in a real-time production environment, including an awareness of and commitment to application SLA's and deadlines.
• Manage, implement, and continuously improve process and tools for diagnostics, troubleshooting using Verint Log Analysis, and issue resolution related to technical stack, ensuring the best customer support.
• Verint versions (11.x, 15.x, 15.2_2021 R1 & 2022R1) QM, WFM, Speech, DPA and Text analytics.
• Configure & troubleshoot Verint recording solutions with CTI adapter like Avaya & Cisco, Genesys.
• Installation and configure Verint Datacenter and Site servers.
• Speech Analytics and DPA server installation and configuration.
• Escalate all unresolved issues to the next level team with logs and troubleshooting steps.
• Configuring the LDAP, SLDAP and SAML authentication on Verint servers
• Installing & Enabling SSL Certificate TLS 1.0, 1.1 & 1.2 for Verint servers.
• Configure Verint Application and DB servers and inside WFO portal as per design.
• Well knowledge in interception and delivery recording solution
• V15.2 Export/Import manager and configuration.
• Thales KMS 6.4.3 server installation and configuration
• RSA KMS to Thales KMS key migration
• Verint platforms in place Migration with DB (V11.1 to V 15.2, V 15.1 to V 15.2)
• Understanding of Database MSQL (2012/2014/2016/2017 and 2019)
• Well knowledge in Avaya, Cisco and Genesys telephony and voice system.
• Performing various validation tests (SAT&UAT) to confirm deployment completeness and operational readiness.
• Managing 5000+ user accounts in Active Directory.
• Providing support for more than 500 desktops, and 13 Servers on windows 2012 &2016 and Linux.
• Creating and managing Users, Groups, Organization Unit and GPO.
• Assign the group policy settings as per the requirements of users.
• Managing and maintaining Server Patching and updates on WSUS.
• Providing Level 2 and L3 Support for escalated issues from L1 in various Windows related issues.
• Managing Juniper SRX Series Firewall and Switches.
• VLANS configuration as per the requirement.
• Maintain Avaya PBX, IP office and Telesoft contact center.
• Creation of IVR and Modify any changes in the IVR and Queue agent.
• Extension registration, Hunt Group, IVR settings.
• Pullout the call logs from Contact center Server and sending them to QA team.
• Handling and Configuring Avaya Hard phones and Softphone.
• Monitoring PRI line’s status in Avaya gateway devices.
• Managing and administrating backup Tool (Symantec backup Exec )
• Live monitoring Server health check-up.
• Handling hardware and software inventories across the network.
• Keep collecting daily basis health check report of network.
• IT procurement and vendor management.
• Work with vendors on hardware purchases (servers, corporate laptops)
• Maintaining Domain Controllers. DHCP, DNS Servers.
• Installation, configuration & administration of windows Server OS.
• Installation and configuration of window 2008/2012 server roles based on active directory requirement.
• Managing and administration of Users, Groups and Domain controllers in Active Directory and Exchange Server
• Managing and administrating entire VMware vSphere Virtual Infrastructure environment which consists around 10 ESX hosts and more than 100 Virtual machines.
• Administrating domain, OU, users, and computers with group policy.
• Responsible for Rebuilding the servers.
• Installed patches on the servers and Clients periodically as per the release
• Supporting the users based on incident tickets
• Installing and running windows software via web supporting all branches.
• Installing and configurations and changing the toners and drums and developers for printers
• Installing software for iPhone mobiles for office and field link mobiles, and prepare receipts Forms for employee
• Maintaining iPhone mobiles screens, batteries and replace or prepare in STC office
• Handling and care of creation all PO's for all requirements like computers, printers, toners, drums switches, routers, screens mouse, TV's, and all other equipment's devices related to I.T from the local market after getting quotations with lowest prices
• Troubleshooting windows, mails, printers, mobiles as configurations software wise and sending tickets If it's necessary.
• Putting all receipts forms and copies of invoices and PO's in the files
• Add and update delete the data of employee's information
• Ensure software licenses are up to date and in compliance with legal requirements
• Configuring Cisco VPN and MS outlook in Windows OS and Mac OS.
• Help new employees onboard
• Backup and restore the database in SQL servers.
• Monitor the job and tasks and re-run manually if its failed.
• Restore and recover Windows and Mac OS if OS is corrupted.
• Installing and troubleshooting of various Operating systems.
• OS installation, Third Party applications installing and activate.
• Sort-out networking issue and proxy setting for users.
• Configuring Network Printers, Wireless printers & scanners.
• Manage software updates and patches.
• Configuring MS outlook for users.
• Add and remove the objects within domain.
• Hardware & OS upgradation.
• Backup and restore PST files.
• Citrix supporting for users.
• Working on ticket system to support users.
• Installation and Configuration of Cisco IP Phones
• Provides basic troubleshooting, repair and maintenance for computer equipment (e.g: disk drives, and laser printers drivers)
• Document and prioritize support requests, ensuring accurate and efficient case management.
• Escalate more complex issues to appropriate IT teams or Vendors and follow up on the resolution.
• Assist with software installations, updates, and configuration on users' devices.
• Provide user training and guidance on best practices for IT usage.
• Responsibility includes Co-Ordination with Local and Network Team incident Management in case of circuit failure and Process Outages.