HARIPRASAD M N
Stockholm
Summary
Dynamic VOIP Engineer and Technology Analyst with a robust background in implementing innovative technological solutions and driving improvements across diverse projects. Committed to delivering optimal results through meticulous identification of project goals, effective troubleshooting, and strategic recommendations for hardware and software enhancements. Expertise in leveraging cutting-edge technologies, combined with a strong passion for continuous learning and professional development. Proven ability to adapt to evolving industry trends while maintaining a focus on efficiency and performance excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
TECHNOLOGY ANALYST
Infosys
Sweden
09.2021 - Current
- Swedbank Telephony transformation project
- Onsite resource for Telephony transformation project and hypercare support.
- Developed and customized contact center solutions using Genesys cloud platform platform.
- Spearheaded the Telephony Transformation Project at Swedbank AB, transitioning from Genesys on premise to Genesys cloud.
- Developed comprehensive architecture plans for ISDN to SIP service migrations.
- Expertly configured AudioCodes SBCs, ensuring transformation, uplift, and redundancy.
- Operational support engineer in Genesys Cloud.
- Facilitated seamless migration of ISDN services to advanced SIP solutions.
- Skilled in SIP trace capture and alarm troubleshooting across Genesys cloud platform.
- Conducted in-depth research and resolution of client specific Avaya Telephony issues.
- Worked on Geo Redundancy and call failure issues in Avaya Telephony.
- Collaborated with key vendors and engineers for effective troubleshooting.
- Streamlined call flow processes, optimizing routing simplicity.
- Demonstrated strong analytical capabilities in Session Manager log interpretation.
- Gained hands-on experience with One Voice Operations Center (OVOC).
- Proficient in analyzing SBC logs and SIP messages for enhanced system performance.
- Integrated Trio and Genesys systems with the telephony platform, enhancing communication capabilities.
- Successfully managed expectations of business partners and customers, ensuring task alignment and delivery excellence.
SENIOR SYSTEMS ENGINEER
Infosys
India
03.2020 - 09.2021
- TOLL (Unified Communication Administrator)
- Led successful system upgrades by creating detailed implementation plans and coordinating resources effectively.
- Collaborated with clients to determine need and devise appropriate software and hardware solutions.
- Optimized system performance by identifying and resolving complex technical issues.
- Spearheaded the seamless migration from Skype for Business on-premises to Microsoft Teams, enhancing unified communications.
- Expertly integrated Office 365 applications with MS Teams, optimizing collaboration tools.
- Provided dedicated operational support post migration, ensuring system reliability and user satisfaction.
- Conducted in-depth network analysis to troubleshoot and resolve Skype for Business issues effectively.
- Excelled in high-level incident management, maintaining system integrity and minimizing downtime.
- Proficient in PowerShell scripting, enabling automation and efficient system administration.
SYSTEMS ENGINEER
Infosys
India
06.2019 - 03.2020
- Caterpillar (Unified Communication Administrator)
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Evaluated new tools and technologies for possible integration into existing infrastructure environments.
- Analyzed system requirements, developing tailored solutions that met or exceeded client expectations.
- Spearheaded the seamless migration from Skype for Business on-premises to Microsoft Teams, enhancing unified communications.
- Managed Office 365 licensing, ensuring optimal allocation and compliance.
- Implemented direct routing for MS Teams, integrating PSTN capabilities via Session Border Controller (SBC).
- Developed a custom analytics tool using Java and SQL for advanced visualization of call quality metrics in Skype for Business and Teams.
- Proficient in log analysis utilizing Snooper for troubleshooting and performance monitoring.
- Skilled in capturing and interpreting Wireshark traces for network diagnostics.
- Provided mentorship to new team members, fostering skill development and team cohesion.
- Supported global customers in a 24/7 operational environment, delivering high-quality service and support.
SENIOR OPERATIONS EXECUTIVE
Infosys
India
07.2017 - 06.2019
- T-Mobile(Application Support Engineer)
- Drove continuous improvement efforts across all aspects of business operations, fostering an environment of innovation and excellence.
- Provided Tier 2/3 support for network and server issues, resolving incidents within SLA.
- Implemented VLANs and QoS policies to enhance traffic management and network performance.
- Collaborated with cross-functional teams on IT projects, including system upgrade and new deployments.
- Conducted hardware and software audits, ensuring compliance with organizational standards.
- On call live support on priority for critical and emergency issues.
- Enhanced application performance through strategic lifecycle management initiatives.
Operations Executive
Infosys
India
10.2015 - 07.2017
- Telstra(Network Support Engineer)
- Remote support on configuring network and PBX systems.
- Designed and implemented high availability network solutions resulting in reduction in downtime.
- Managed data center facilities, ensuring optimal power, cooling and cabling for servers and network devices.
- Configured and enterprise-grade firewalls, switches and routers.
- Monitored and analyzed network performance using wireshark and proactively fixed the issue.
- Partnered with core network team to address and rectify critical network problems.
- Conducted real-time network tracer analysis for live issue resolution.
Education
Bachelor of Computer Applications - Computer Science
Ettumanoorappan College
Higher Secondary Education - Computer Science
Lake Mount Public School
High School - Computer Science
Sree Sanakara Vidyalayam
Skills
- Genesys Cloud (Routing, SIP, RTP/SRTP, Direct Routing, API Integrations)
- Microsoft O365 (Teams, Skype for Business, SharePoint, OneDrive, O365 Licensing)
- Zoom Call Recording
- Voicemail Server
- Mitel CMG
- PSTN Services (Direct Routing)
- PBX, ISDN, VoIP
- Avaya Communication Manager, Avaya Session Manager, AES
- Nortel CS1000
- Audiocodes SBC
- TeleOpti Monitoring & CDR Reporting
- ProOpti Reporting Tool
- Routing & Switching
- SIP, RTP/SRTP, UDP, TCP
- Packet Capture & Analysis (Wireshark)
- Network Administration & Maintenance
- Zabbix (Monitoring)
- Data Center Management
- Windows Server Administration
- PowerShell Scripting
- System Maintenance & Upgrades
- IT Service Management (ITSM)
- Java
- SQL
- DBMS
- PowerShell
- Object-Oriented Programming (OOP)
- Zabbix
- TeleOpti / ProOpti Reports
- Data Collection & Reporting
- Technical Reporting
- Technical Analysis
- Agile Methodology
- Technical Solutions Delivery
- Problem Solving & Troubleshooting
- System & Network Documentation
- Technical Writing
- End-user Consultation & Support
- Teamwork & Cross-functional Collaboration
- Multitasking Abilities
- Organizational Skills
Certification
- 70-334 CORE SOLUTIONS OF MICROSOFT SKYPE FOR BUSINESS 2015
- MICROSOFT AZURE ADMINISTRATOR AZ-104
- OVOC CERTIFIED
- MS-700 MANAGING MICROSOFT TEAMS
Timeline
TECHNOLOGY ANALYST
Infosys
09.2021 - Current
SENIOR SYSTEMS ENGINEER
Infosys
03.2020 - 09.2021
SYSTEMS ENGINEER
Infosys
06.2019 - 03.2020
SENIOR OPERATIONS EXECUTIVE
Infosys
07.2017 - 06.2019
Operations Executive
Infosys
10.2015 - 07.2017
Higher Secondary Education - Computer Science
Lake Mount Public School
High School - Computer Science
Sree Sanakara Vidyalayam
Bachelor of Computer Applications - Computer Science
Ettumanoorappan College
Industry Expertise
- Good program management skills
- Exceptional vendor and client management skills
- Good risk analysis skills
- Exceptional people management skills
- Incident Management skills
- Agile Oriented workflow
- Organized and exceptional workflow management
- Quality focused
- Proficient Trouble-shooter
- Exceptional email telephone etiquette