Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
Generic

Dhivya Duraisamy

Infra Managed Senior Analyst
Coimbatore

Summary

A technical wizard who loves being at the centre of all action. Currently I am having 7+ year of experience as Network Voice Engineer. I have a knack for digging deep to resolve customer problems. My key strengths include; technical support to fulfilling all customer commitments and consistently maintaining a high quality of service availability to customers. Seeking a challenging position that will utilize my skills, education, and experience along with right aptitude and attitude.

Overview

8
8
years of professional experience
7
7
years of post-secondary education

Work History

Infra Managed Service Senior Analyst

Accenture
4 2021 - Current
  • Working as Contact Center L2 Engineer in Genesys Cloud.
  • Part of migration and implementation team for Genesys Cloud from legacy Systems.
  • Experience and Knowledge of Genesys Cloud Architect, Admin, scheduling, Reporting, Data table, Call Routing, Telephony, People and permission, Outbound, Email etc.
  • Experience and knowledge on designing and developing call flows and making call flow changes in Genesys Cloud Architect.
  • Holiday configuration in genesys by creating new schedule and schedule group.
  • Updating/Changing prompts in call flows
  • Configuring new queues and skills as per business requirement.
  • Configuring WebRTC phones for users.
  • Worked on Agent and Supervisor profile creation.
  • Creating new roles as per the requirement.
  • Worked on outbound campaign dialer, enhancing customer outreach by optimizing dialing strategies, increasing agent efficiency, and improving overall campaign success rates.
  • Worked on email routing that automatically priorities and directs incoming emails to agents based on keyword analysis.

Network Voice Engineer L1

Wipro Limited
03.2018 - 04.2021
  • Acting as a central point of contact for customers
  • Maintenance support of the VoIP infrastructure
  • PBX/VoIP Technical Support, MAC work as needed
  • Troubleshooting software and/or hardware problems for VoIP and network-based systems
  • System Programming, Administration, and Monitoring of Avaya Communication Manager
  • Good knowledge on IP phones Telephony, PBX, H323 and SIP
  • Creating, modifying, deleting Extension, Voicemails, Trunk groups and vectors
  • Accessing Avaya IP Office Switch Extracting Call Routing, Dial Plan, Incoming/Outgoing Trunks
  • Managed multiple agent skills, agent adherence, scheduling, forecasting and planning capacity
  • Configuring Avaya One-X communicator, Avaya Equinox and Avaya One-xAgent
  • Identifying and resolving configuration issues
  • Relaying clear technical information to customers
  • Striving to meet all Service Level Agreements (SLA)
  • Following all the rules and regulations as per ITIL process.

Network Data Engineer L1

Wipro Limited
08.2016 - 03.2018
  • Worked as monitoring analyst, coordinating with service providers and vendors
  • Monitoring the entire client network
  • Working on Incident Management, Change Management & Task Tickets
  • Informing the team about any abnormalities in the network
  • Maintain ACS server, IPAM Lists, providing access to Network devices
  • Keep track of daily logged calls via phone/email, tracking all calls/incidents/complaints are tracked and closed as per SLA
  • Managing the IP address management tool
  • Basic troubleshooting on switching issues
  • Working on site-to-site VPN issues.

Education

M.C.A -

K.S.R Engineering College
01.2014 - 04.2016

Bsc(CT) - undefined

Gobi Arts & Science College
01.2011 - 04.2014

+2 Maths with Computer Science - undefined

P.G.H.S School
01.2010 - 04.2011

Skills

Genesys PureCloud

Avaya

Oracle

Network monitoring and Reporting

NICE Engage and PBP

Disclaimer

I hereby declare that the information stated above is true to the best of my knowledge & belief.

Timeline

Network Voice Engineer L1

Wipro Limited
03.2018 - 04.2021

Network Data Engineer L1

Wipro Limited
08.2016 - 03.2018

M.C.A -

K.S.R Engineering College
01.2014 - 04.2016

Bsc(CT) - undefined

Gobi Arts & Science College
01.2011 - 04.2014

+2 Maths with Computer Science - undefined

P.G.H.S School
01.2010 - 04.2011

Infra Managed Service Senior Analyst

Accenture
4 2021 - Current

Similar Profiles

CREATE PROFILE
Dhivya DuraisamyInfra Managed Senior Analyst