Summary
Work History
Education
Skills
Hobbies and Interests
Disclaimer
Languages
Timeline
Generic
ETAGI DUSHYANTH RAJ

ETAGI DUSHYANTH RAJ

Summary

I am experienced Telecom Contact Center professional with15 years in delivering exceptional customer service in administration, provisioning & troubleshooting technical issues. My expertise extends to configuring systems for various communication platforms. I am passionate about continuing to evolve my skills, particularly in Cloud-based and AI-driven communication platforms. I aim to enhance business operations through effective solutions.

Work History

Senior Specialist - Cloud & Infra Management

LTIMindtree Ltd
01.2017 - Current
  • Knowledge on advanced Genesys Cloud Architect flows and Integrations (Inbound Call, Inbound Message, Common Module, In-Queue Call, Secure Call, etc.)
  • Manage Genesys Cloud User roles, permissions, divisions and licenses
  • Integrate Audio Code SBC & Amazon Polly with Genesys Cloud CX
  • Implement BYOC solutions with enterprise SBCs, SIP troubleshooting
  • Handle Salesforce CRM data actions and3rd-party integrations
  • Plan and configure ACD, Queues, and Routing Skills
  • Knowledge on Supervisor Tools, Workspace, Performance Dashboards, Alerts Management
  • Genesys Pure Engage Administrator (8.X) - Agent Voice & Digital Specs setup - on Bulk import/export of agent profiles like Agent ID, TServer settings, Dial plan, DN, DR Skills
  • Supporting and troubleshoot with Genesys Pure Engage, Oracle SBC, ECB, SA (Session Agents), Speechminer & Reporting & Analyzing
  • UI Tools worked - GA & GAX Server
  • Workspace Desktop (WDE) - Resolving issues related to WDE
  • Trained Team members on Genesys Pure Engage Bulk Voice Specs Provisioning
  • Supporting on Avaya Products (CM, SM, SMGR, CMS, AES and Messaging solutions)
  • Quarterly & Annual Maintenance activities on CM, CMS, AES, and Oracle SBC like Rebooting, MG Upgrade, and Card upgrade activities
  • Coordinate with Vendors & Service Providers (Avaya, Continuant, ATT, Verizon, BT, Tata etc...) for Major Voice issues
  • Monitoring the Voice Infra with the help of Prognosis and Slack Chat Application
  • Handling Chat Application Slack for customer support on priority
  • Weekly Team Meeting & Follow up with team to keep Track of MOM
  • Weekly call with Change Management to get approval of RFCs for Voice Infra
  • Weekly Client Meeting & Quarterly for Capacity Management Matrix
  • Updating the Shift Roaster for team members

Assistant Manager - Voice Specialist

Vodafone Global Services Pvt. Ltd
09.2010 - 01.2017
  • Managed to work as Team Lead – Assigning Tickets to & Handing Escalation
  • Delivered L2 remote support for UK Clients & Coordinate with UK Vendors
  • Handled Incident tickets on application Remedy & Provisioning on application Clarify
  • Managed Call Routing tasks on Avaya Platform (VDN/Vector Amending/Programming)
  • Gained Hands-on experience of Avaya adjunct Servers, E.g. Nice Perform, AES, CMS, Symon InView, Agent desk view & Q-Max
  • Worked on Visio Diagram (for call routing document)
  • Hands-on experience on Cisco IPCC/ICM (Version7.5.1) of Administration and Troubleshooting

Convergence Specialist

Momenta Global
03.2010 - 08.2010
  • Worked on Project Implementation of Avaya S8500 to S8800 Servers
  • Worked on project Implementation of S8730 with G450 Gateway in Hospitality Flat form
  • Configured AVP (Avaya Voice Priority Processor)

Engg. Analyst

JP Morgan Chase & Co.
04.2008 - 03.2010
  • Managed MACD Goals
  • Supported US clients with MACD processes and remote service for Avaya, CMS users on Application (EURC)
  • Managed small projects like Vector programming
  • Supervised Octel & Aria250 voicemail systems

Avaya FOS Customer Support Engg.

Shree Communication Products
05.2007 - 04.2008
  • Troubleshoot & interacting with customers for Technical Support on Avaya Products G3si, Prologix, G3r, Definity Media Servers like S8500, S8400, S87xx series, MEDIA Gateways like G700 & G650
  • Providing Basic/Administrator Training to customer regarding S87xx, S8500 servers, Definity, Prologix & Audix systems
  • ISDN & CO-Trunk Configurations & Solving the problems related to ISDN-PRI & ISDN-BRI lines
  • Re-Build of Audix LX & Worked on CDR Issue

Telephone Technician

Shabari Telecable Network Pvt Ltd.
09.2005 - 04.2007
  • Maintenance of AVAYA Epabx G3si model.1200 Analog &350 Digital connections
  • Maintenance of EPABX Console, Physical Telephone network & Audix
  • Coordination with Vendor for any Telephone & Epabx related issues
  • Maintenance of the Hub room at the user side

Apprentice Trainee

D.R.D.O. GAS TURBINE RESEARCH ESTABLISHMENT
08.2004 - 08.2005
  • Attending the Engine Run at Test Bed
  • Blade Tip Clearance is the parameter that requires continuous monitoring of closure
  • Capacitance transducer is used to get continuous run clearance
  • Data acquisition is also important
  • Calibration of Capacitance Probe which are used on the engine to find the Blade Tip Clearance
  • Prepared Control room setup into compact Panel, used in Electronics & Signal Conditioners for Data Acquisition
  • Will be used during Kaveri Marine Engine Testing at Vizac

AIT (Advance Industrial Trainee)

MMF Division at Bharat Electronics Ltd
11.2002 - 04.2004
  • Production, Testing & Troubleshooting of EVM (Electronic Voting Machine)
  • TAMPER PROOFING for Controller & EEPROM
  • This produces the random20bit ID to Controller & EEPROM in the Control unit
  • ICT (In Circuit Test) of Control unit PCB using Schlumberger S790 ATE
  • BER (BIT ERROR RATE) Test for both single channels & tandem for both2mbps &64kbps channels rate
  • Protocols: Within the ring: Proprietary, Between the COT & LE: V5.2 interface protocol

Education

Diploma - Electronics & Communication Engineering

Bapuji Polytechnic
Davanagere
01.2002

S.S.L.C. - undefined

Lourdes Boys High School
Davanagere
01.1999

Skills

  • Genesys Cloud CX, Genesys Pure Engage, Oracle SBC & ECB, SIP, Avaya, CMS, AES and Nice

Hobbies and Interests

Cricket, Badminton, Music & Movies, Travelling & Trekking, Browsing & Chatting.

Disclaimer

I hereby declare that above information & particular are true & correct to best of my knowledge & belief. Date: Place: Bengaluru (ETAGI DUSHYANTH RAJ)

Languages

English, Kannada & Hindi.

Timeline

Senior Specialist - Cloud & Infra Management

LTIMindtree Ltd
01.2017 - Current

Assistant Manager - Voice Specialist

Vodafone Global Services Pvt. Ltd
09.2010 - 01.2017

Convergence Specialist

Momenta Global
03.2010 - 08.2010

Engg. Analyst

JP Morgan Chase & Co.
04.2008 - 03.2010

Avaya FOS Customer Support Engg.

Shree Communication Products
05.2007 - 04.2008

Telephone Technician

Shabari Telecable Network Pvt Ltd.
09.2005 - 04.2007

Apprentice Trainee

D.R.D.O. GAS TURBINE RESEARCH ESTABLISHMENT
08.2004 - 08.2005

AIT (Advance Industrial Trainee)

MMF Division at Bharat Electronics Ltd
11.2002 - 04.2004

Diploma - Electronics & Communication Engineering

Bapuji Polytechnic

S.S.L.C. - undefined

Lourdes Boys High School

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