BALASUBRAMANIAN Ramanathan
Telecommunication Consultant
Bengaluru
Summary
Telecommunications professional with solid background in network design, infrastructure management, and client solutions. Adept at enhancing operational efficiency and driving results through strategic planning and innovative problem-solving. Strong emphasis on team collaboration and adaptability, ensuring seamless integration and reliable performance. Skilled in project management, technical support, and stakeholder communication.
Overview
18
18
years of professional experience
5
5
Certifications
Work History
Telecommunication consultant
Optum Global Solution India
07.2022 - Current
- Provide Level 3 support to operational requirements.
- Maintaining and troubleshooting in the call recording software (Nice, Qfiniti).
- Working on NICE Call Recording Solution (NICE Release 4.1, Engage).
- Working on the Nexidia dashboard for call analytics.
- Developed the Splunk monitoring tool for NICE, Qfiniti, Nexidia services, and space issues.
- Support IT service management processes according to the ITIL model.
- Analyzing the calculation for storage in NAS and SAN drives.
- Expertise to prepare the dashboard on a weekly and monthly basis for the team’s performance.
- Knowledge of SQL, PowerShell scripting, and Active Directory.
- Conducting internal meetings with the team members on a weekly basis to achieve work-life balance.
- Troubleshooting and analyzing call archival issues using the SQL scripts for NICE databases (NIM and Engage).
- Maintain and troubleshoot the recording area (Nice, Genesys, Nexidia).
- Developed a web page application for Nexidia, the Engage Dashboard for monitoring.
- Conduct daily checklist tasks in Nexidia using database scripts.
- Analyze and calculate recording storage requirements.
- Support patching processes and troubleshoot Nexidia job issues.
- Demonstrated ability to work with regulated lines of business, compliance, and legal.
- Day-to-day monitoring of the System Administrator, Business Analyzer, and User Administrator.
- Developed an SQL report for the Nice System to monitor the system's health check.
- Supporting and troubleshooting on Qfiniti call recording.
- Strong interpersonal skills, able to work both independently and in a team environment.
- Coordinating with different vendors and contractors, such as AVAYA, NICE, and OpenText, to ensure a stable voice network.
- Day-to-day monitoring of the System Administrator, Business Analyzer, and User Administrator.
- Channel Mapping for TDM, VoIP Logger, Logger troubleshooting.
- Maintained technical expertise through continuous professional development, staying current on industry trends and best practices.
- Trained end-users on new systems and technologies, fostering a smooth transition during system upgrades or implementations.
Analyst
BA continuum
10.2014 - 07.2022
- Maintaining and Troubleshooting in the Call recording software (Nice).
- Working on NICE CALL RECORDING SOLUTION (NICE(Release 4.1), Engage).
- Working on the Nexidia dashboard for call analytics.
- Drive Automation initiatives based on goal of delivering service excellence and meeting bank standards for compliance in the regulated Voice Recording space
- Provide Level 3 support to operation requirement.
- Analyzing the calculation for storage.
- Expertise to prepare the dash board on weekly and monthly for the team performance.
- Publish a shift roster in the SharePoint for onshore and offshore team for resource management.
- Upload monthly report to top management for offshore team member’s achievements.
- Knowledge of SQL, Power shell scripting, Active Directory.
- Conducting internal meeting with the team members on weekly basis to achieve the work life balance.
- Troubleshooting and analyzing call archival issues using the SQL scripts for NICE databases (NIM and Engage).
- Demonstrated ability to work with regulated lines of business , compliance and Legal.
- Day to Day monitoring on System Administrator, Business Analyzer, and User Administrator.
- Channel Mapping for TDM, VOIP Logger, Logger troubleshooting.
- Developed an SQL report for the Nice System to monitor the system's health check.
- Supporting and troubleshooting in real-time interaction (RTI).
- Analyzing and troubleshooting in the Symon systems.
- Strong interpersonal skills, able to work both independently and in a team environment.
- Providing support for IEX for various versions, such as 4.1 and 6.2.
- Coordinating with different vendors and contractors, such as AVAYA, NICE, and SYMON, to ensure a stable voice network.
Voice support engineer
Wipro Info Tech
06.2008 - 09.2014
- Ø Worked on NICE CALL RECORDING SOLUTION (NICE(ReleaseR3.1))
- Ø Call recording solutions comprising of the most stable software NICE,
- Ø CTI Integration of Nice with AVAYA through MAPD/AES, Administration of Nice devices such as
- Loggers, Application server, CLS, Storage Centre and database servers, Administration of E1, T1 and Extension side Loggers. Coupler integration with PBX.
- Ø Day to Day monitoring on System Administrator, Business Analyzer, and User Administrator.
- Ø Channel Mapping for TDM, VOIP Logger, Logger troubleshooting.
- Ø Coordinated with different vendors and contractors in ensuring a stable voice network.
- Ø Managed and configured the switch remotely. Monitoring alarms maintain monthly reporting on the health of the switches. Maintain regular backups of the switches.
- Ø Managed and maintained database of client’s voice network making regular updates and keeping them up to date.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
- Connected to computer of client using remote link to install programs and applications.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Collaborated with outside departments to implement system-wide improvements.
- Contributed to the growth of the support team by participating in the hiring process and mentoring new hires.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Advanced client understanding of product capabilities by crafting clear and concise user guides, fostering increased adoption rates and overall satisfaction.
- Executed routine maintenance activities on systems infrastructure, preventing potential downtime scenarios while minimizing impact on customers'' daily operations.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Authored comprehensive reports on trends observed in customer inquiries, offering insights into potential product improvements or additional services offerings.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Master of Science - Computer And Information Sciences
Birla Institute of Technology
Rajasthan 04.2001 -
B.Sc. - CT
Bannari Amman Institute of Technology
Sathyamangalam01.2008
HSC - undefined
M.S.S.S.D Higher Secondary School
Vadavalli01.2005
SSLC - undefined
M.S.S.S.D Higher Secondary School
Vadavalli01.2003
Skills
Experience on call recording solution (NIM & Engage), administration of NICE devices such as loggers, AIR’s, Applicationserver, CLS, Storage Centre and database servers
Experience with 14 years NICE call recording systems such as NIM , Engage platform
CTI Integration of Nice, Qfiniti with AVAYA, Genesys and CISCO
Channel Mapping for TDM (Trunk, Extension), VOIP Logger (Active and Passive) and Multimedia logger
Certified for AVAYA, ITIL
Certified on AWS, Amazon connect,
Certification
AWS Cloud Practitioner
Declaration
I, hereby declare that the information furnished above is true to best of my knowledge. Yours truly, (R.BALASUBRAMANIAN)
Personal details
- Father’s Name : N.Ramanathan
- Date of birth : 1988-06-27
- Gender : Male
- Nationality : Indian
Timeline
Telecommunication consultant
Optum Global Solution India
07.2022 - Current
Analyst
BA continuum
10.2014 - 07.2022
Voice support engineer
Wipro Info Tech
06.2008 - 09.2014
Master of Science - Computer And Information Sciences
Birla Institute of Technology
04.2001 -
B.Sc. - CT
Bannari Amman Institute of Technology
HSC - undefined
M.S.S.S.D Higher Secondary School
SSLC - undefined
M.S.S.S.D Higher Secondary School