Gautham Baliga B
Bangalore
Summary
Telecom/Could voice professional with 17+ years of Experience on Genesys and AVAYA Products. Lately working on Genesys Products only for more than 5 Years. Specialized in the Administration, Maintenance and Troubleshooting of Avaya, Genesys and Oracle SBC.
Expert in Planning and Implementation of call flow designing and proven ability to deliver projects on time.
Change management, Capacity planning, Vendor management and worked with various global teams & partners for optimal performance. I am passionate about evolving my skills, particularly in cloud-based and AI driven communication platforms.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Specialist - Cloud & Infra Management
LTIMindtree
05.2011 - Current
- Presently working as Network Administrator for Genesys Products & Supports LTIMindtree External Client.
- Providing Remote Control Telecom Support for the Client.
- Administration & Maintenance of Genesys Pure Engage & Cloud Platform Architecture.
- Administration & Maintenance of Oracle SBC & ECB along with Quarterly reboot of these Servers.
- Working under GA Portal for MAC-D changes, Creation & Removal of Default Place (DN & Extension) for WDE Service Requests.
- Monitoring Oracle EOM and Troubleshooting TFN/Call Quality/Call Drop issues as per SLA.
- Handling Major Incidents / Service Requests / RFCs
- Working on the escalated Genesys Issues for the JAPA, US, European customers.
- Assisting and providing SME Level support for L3,L2 & L1 (Team strength 15) in resolving major & minor INCIDENTS / CHANGES / PROBLEM cases.
- Preparing and maintaining Change management (CMDB), Capacity management and Release management database of the Customer sites.
- Troubleshooting different type’s alarms via remote access.
- Mentoring Team members on the Technology.
System Administrator (Avaya Voice Administrator)
CSS Corp Pvt Ltd
04.2010 - 04.2011
- Monitoring, troubleshooting and administration in Avaya ACD Switches such as S8700, S8710, S8720, Definity Prologix and Alcatel OXE.
- Working on AVAYA and Alcatel features.
- Creating new phone line for users.
- Involved in setting up and testing of New Trunk groups, Route patterns, Vectors, VDNs, Hunt groups, Coverage paths, Signals and DS1 cards, CO cards, Analog cards, Digital cards, VAL cards, MedPro cards, and CLAN cards.
- Expertise in CDR (Call Detail Recording)-Handling Call Billing issues (Telesoft).
- Generating Call Billing Reports Extension wise and Authorization code wise.
- Providing Authorization codes for Local, STD and ISD access per the User requirement.
- Managing Announcements, Abbreviated Dialing, Feature access code, etc.
- Setting up AVAYA products Digital telephones such as 6408D, 2410, 2420, etc.
- IP Phones such as 4610, 4620, 4621, 9610 etc.
- Managing the CMS, Creating Login Credentials and Providing read and write access for Skills, VDNs and Vectors, Taking Incremental backup, Full backup and Admin backup from CMS.
- Administration, Monitoring and Troubleshooting of Nice Applications such as Nice Analyzer, Nice Storage for voice recording.
- Working on Voicemail system such as Intuity, Modular message.
- Working on Witness Application for call recording.
Technical Support Engineer (Avaya Voice Administrator)
Ulka Technologies
11.2009 - 04.2010
- Worked with IBM Daksh (ITPL, Bangalore) as Technical Support Engineer (Avaya Voice Administrator).
- Handling all AVAYA customers on site.
- Same responsibilities as above (CSS Corp Pvt Ltd, Chennai).
Customer Support Engineer (Avaya Voice Administrator)
Shree Communication Products
01.2008 - 11.2009
- Worked with WNS Customer Solutions Pvt Ltd (Aviva Global Services, Bangalore) as Customer support Engineer (Avaya Voice Administrator).
- Worked in RCTS team (Avaya Global Connect, Bangalore) as Customer Support Engineer.
- Handling all AVAYA customers on site.
- Same responsibilities as above (CSS Corp Pvt Ltd, Chennai).
Computer Programmer
Srinivas Institute of Technology
01.2007 - 01.2008
- Maintains/Supporting Lab equipment including Switches and Desktops.
- Troubleshooting and Maintenance of all LAN network and Workstation network connectivity issues.
- Installation and Configuration PC Software, Hardware, Peripherals such as Modem, Printer, Scanners, CD-ROM /CD-Writers drivers.
- Assembling, Maintaining and Troubleshooting of PC.
- Installation, Maintenance & Troubleshooting of OS & Other Applications.
- Troubleshooting Hardware, Software and Network related problems.
- Handled 2 subjects for Computer Science Branch.
Education
Bachelor of Engineering - Computer Science
Canara Engineering College
Bantwal01.2005
P.U.C - PCMB
S.V.S College
Bantwal01.2001
S.S.L.C -
S.V.S High School
Bantwal01.1999
Skills
- Oracle SBC, ECB, EOM: Administration and Management
- Genesys Pure Engage & Cloud Platform Architecture
- Avaya Aura Contact Centre: Administration, Maintenance & Support
Certification
- External training on Genesys Cloud Contact Center, 08/01/24
- Certified Scrum Master Certification, 08/01/22
- Avaya AACC internal training at Mindtree Ltd, 05/01/13
- COMM201 program of external training at Mindtree, Conferencing skills (Module 1), Client interfacing skills (Module 2), Documentation skills (Module 3), Assertive Communication skills (Module 4)
- ACSS - Avaya Certified Support Specialist
- ACS – Avaya Certified Specialist–IP Telephony
- ITIL V3 Foundation Program Certification
- MCP - Microsoft Certified Professional
- MCAD - Microsoft Certified Application Developer
- MCSD - Microsoft Certified Solution Developer
Languages
English
Hindi
Kannada
Konkani
Extra-Curricular Activities
Ultra Runner with many Marathons to my name including Half, Full & Ultra Marthons. High Altitude Himalayan Trekker with more than 25 Himalayan Treks to my name. Cyclist with Super Randonneur title to my name. Events like Manali-Leh-Khardungla Cycling Expedition, Many Monsoon Rides around Western Ghats to my name. Photography & last but not least Travel Blogger - Built my own website for Travelogues with url: www.bgbaligatraveldiary.com (Currently Website is not active) earlier.
Rewards Recognition
- Got promoted twice so far at Mindtree Ltd, Bengaluru for exceptional performances in the allocated projects - Senior Engineer to TEAM LEAD during the year 2012 & TEAM LEAD to PROJECT LEAD during the year 2017.
- Obtained Pat on the back award for exceptional performance and commitment in Getronics Newtel Project during the year 2012.
Disclaimer
I hereby declare that the particulars furnished above are true to the best of my knowledge and belief.
Personal Information
- Age: 40
- Date of Birth: 05/15/84
- Gender: Male
- Nationality: Indian
- Religion: Hindu
Trekking, Travelling, Running, Cycling, Photography & Travel Blogging.
· Ultra Runner with many Marathons to my name including Half, Full & Ultra Marthons.
· High Altitude Himalayan Trekker with more than 25 Himalayan Treks to my name.
· Cyclist with Super Randonneur title to my name. Events like Manali-Leh-Khardungla Cycling Expedition, Many Monsoon Rides around Western Ghats to my name. Instagram Profile: bgbaligafitnessdiary
· Photography & last but not least Travel Blogger - Built my own website for Travelogues with url: www.bgbaligatraveldiary.com (Currently Website is not active) earlier. Instagram Profile: bgbaligatraveldiary
Timeline
Senior Specialist - Cloud & Infra Management
LTIMindtree
05.2011 - Current
System Administrator (Avaya Voice Administrator)
CSS Corp Pvt Ltd
04.2010 - 04.2011
Technical Support Engineer (Avaya Voice Administrator)
Ulka Technologies
11.2009 - 04.2010
Customer Support Engineer (Avaya Voice Administrator)
Shree Communication Products
01.2008 - 11.2009
Computer Programmer
Srinivas Institute of Technology
01.2007 - 01.2008
Bachelor of Engineering - Computer Science
Canara Engineering College
P.U.C - PCMB
S.V.S College
S.S.L.C -
S.V.S High School
Similar Profiles
MANOJ MMANOJ M
Senior Software Engineer (Managing Position) at LTIMindtreeSenior Software Engineer (Managing Position) at LTIMindtree
Monali MaliMonali Mali
Senior Engineer Cloud and Infra Services at LTIMindtreeSenior Engineer Cloud and Infra Services at LTIMindtree
Suraj Prasad DashSuraj Prasad Dash
Senior Specialist - Quality Engineering at LTIMindtreeSenior Specialist - Quality Engineering at LTIMindtree
MAYURESH ACHALKARMAYURESH ACHALKAR
Senior Software Consultant & Developer at LTIMindtreeSenior Software Consultant & Developer at LTIMindtree
Muskan JainMuskan Jain
Associate – Bid Management at Subex Ltd.Associate – Bid Management at Subex Ltd.