Hrushikesh Chinthala

LTI Mindtree

12.2021 - Current

Having Call processing Protocol Experience - SIP, MGCP. Able to read and debug messages.
Maintaining highly available voice network environment by identifying gaps, researching solutions and bugs, ensuring best practice compliance, Health Monitoring and Network optimizations being proactive.
Hands on experience in supporting Messaging & Collaboration Tools. Voice Service technologies; Voice gateways, PBX, Call Center-IVR, Network routing and switching.
Expert understanding of Cisco Unified Communication Products, MS Teams, Five9 Cloud Contact Centre.
Accurately documented user support activities, such as system problems, corrective actions, resolution status.
Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
Improved operations through consistent hard work and dedication with good Audit scores.
Offered friendly and efficient service to customers, handled challenging situations with ease.
Designed Call Queues and Auto Attendants as per customer needs.
Hands on experience in Five9 Cloud Contact Center. Configuration in campaigns for Holidays, Business hours, prompts, voice mails.
Worked with users & team to diagnose and resolve day to day incidents and requests.
Performed many change requests adhering to IT Standards.
Managing Incidents and service requests within SLA Via ticketing tool.