Kumar Karn
Verint and Avaya WFO - SME - III
Bangalore
Summary
Accomplished and detail-oriented Subject Matter Expert (SME) with over 13 Years of experience in Product Support and Contact Center Domain Expertise in providing strategic advice, consulting, and guidance to both internal and external stakeholders. Known for delivering innovative solutions, driving performance improvement, and ensuring compliance with industry standards. Adept at facilitating knowledge transfer and sharing best practices across teams. Also Results-driven Project Engineer skilled at project control and resource forecasting. Strong communication, training, and development skills.
Flexible Technical Support Engineer with 10 years of experience helping clients maintain smooth operations. Expertise in Avaya/Verint WFO/AES/Communication Manager systems and On=Prem and Cloud environments.
Overview
13
13
years of professional experience
12
12
Certifications
Work History
Principal Technical Support Engineer – SME- III
Avaya India Pvt Ltd
06.2023 - Current
- Working as part of a WFO Support and services Team as an SME with the Avaya OEM company responsible for delivering good quality Recording, QM, Speech, WFO, Cloud, VM, HIPPA, PCI, services, and support (Avaya/Verint V15.2, V15.1, and V12.0) to the client (Level 3 SME of Avaya WFO support for partner and customers of “United States of America”) to providing the best level of technical support and customer service to Enterprise Customers/Partners.
- AWS and Avaya Cloud Infrastructure Tier 3 Technical Support.
- Experience in provisioning and spinning up AWS EC2 instances - on-demand, Spot, dedicated instances, and cost calculation.
- Experience with serverless architecture (Lambda), API gateway and RESTful services/JSON etc.
- Experience with one or more relational databases on AWS RDS Oracle/ SQL Server/ MySQL and/or cloud data warehouse databases such as AWS Redshift
- Exposure to Data migration facilities such as DMS, S3 COPY, streaming, Kinesis, Batch
- Experience in developing applications on AWS Cloud infrastructure.
- SME: Recording, playback, archiving, and SSL certificates (V11.1, V15.1 and V15.2).
- Working on escalations (conducting touch base, technical, and RCA sessions) to provide end-to-end support to our clients and customers.
- Running Scrum call and a Tech support group chat for Team.
- Managing OT and On-Calls billings for the Team.
Principal Support Engineer III: Contract
Avaya India Pvt Ltd
06.2020 - 06.2023
- Work as part of a Support and services company responsible for delivering a good quality Cloud, VM, HIPPA, PCI, Recording, QM, Speech, and WFO solution and support (Avaya V15.2, V15.1, and V12.0) to the client (Level 3 engineer of Avaya WFO support for partner and customers of “United States of America”) to providing the best level of technical support and customer service to Enterprise Customers/Partners.
- AWS and Avaya Cloud Infrastructure Tier 3 Technical Support.
- SME: Recording, playback, archiving, and SSL certificates (V11.1, V15.1 and V15.2).
- Working on escalations (conducting touch base, technical, and RCA sessions) to provide end-to-end support to our clients.
- Running Scrum call and a Tech support group chat for Team.
- Managing OT and On-Calls billings for the Team.
- Providing technical support via Phones, Emails, and Remote (LogMeIn, WebEx, and MS Teams).
- Working with Enterprise Customers based out in the USA.
- Experience in installation, administration, performance management, and Support of the WFM applications.
- Avaya QM
- ACR Recordings 12.0. 15.1 and 15.2.
- Avaya WFO Reports
- Troubleshooting on Servers (Windows, Virtual server)
- IIS troubleshooting
- Analyzing logs (Wireshark and Application logs)
- Avaya Speech Analytics. 15.1 and 15.2
- Certificate installation, Certificate bindings
- KMS
- Ability to analyze and diagnose problems, cross-system analytic skills.
- Global responsibility for integration and installation of Verint products at customer site. Analysis and troubleshooting skills in systems-based multipart technology.
Sr. Technical Analyst II
Verint Systems
10.2017 - 05.2020
- Work as part of a manufacturing company responsible for delivering a good quality of Recording, QM and Speech solution (Verint Impact360 V11.0, V11.1, V11.2, V15.1 and V15.2) to the client (Level 1 engineer of Verint as well as Level 2 partner of customer “Australia and New Zealand”) to maintain, secure, monitor day-to-day contact center jobs. Providing the best level of technical support and customer service to Enterprise Customers.
- Providing technical support via Phones, Emails, and Remote (Team Viewer, WebEx)
- Working with Enterprise Customers based in SG, APAC, and India
- Experience in installation, administration, performance management, and Support of the WFM applications
- Verint Impact360 QM
- Verint Impact360 Recordings
- Verint Impact360 Reports
- Troubleshooting on Servers (Windows, Virtual server)
- IIS troubleshooting
- Analyzing logs (Wireshark and Application logs)
- SSL Certificate installation, SSL Certificate bindings
- Ability to analyze and diagnose problems, cross-system analytic skills.
- Global responsibility for integration and installation of Verint products at customer site. Analysis and troubleshooting skills in systems-based multipart technology.
- Served as the level-three support escalation point for 15-member distributed support staff.
Technical Analyst: Contract
Verint Systems
11.2015 - 09.2017
- Worked as part of a manufacturing company responsible for delivering a good quality Recording solution (Verint Impact360) to the client and maintaining, securing, monitor the day-to-day contact center jobs. Providing the best level of technical support and customer service to Enterprise Customers.
- Providing technical support via Phones, Emails, and Remote (Team Viewer, WebEx)
- Working with Enterprise Customers based in SG, APAC, and India
- Experience in installation, administration, performance management, and Support of the WFM applications
- Verint WFO Impact360 QM
- Verint WFO Impact360 Recordings
- Verint WFO Impact360 Reports
- Troubleshooting on Servers (Windows, Virtual server)
- IIS troubleshooting
- Analyzing logs (Wireshark and Application logs)
- Certificate installation, Certificate bindings
- KMS
- Ability to analyze and diagnose problems, cross-system analytic skills.
- Global responsibility for integration and installation of Verint products at customer site. Analysis and troubleshooting skills in systems-based multipart technology.
- Traveled to Sydney for a Client project in the year of 2018 and completed the deployment of the Screen recording solution.
Technical Analyst
Microland Ltd
06.2014 - 10.2015
- Worked as part of a manufacturing company responsible for delivering a good quality Backup Solution (Acronis Backup Solution) to the client and maintaining, securing, monitoring the software servers, and troubleshooting IT-related issues. Providing the best level of technical support and customer service to Enterprise Customers.
- Providing technical support via Phones, Emails, and Remote (Team Viewer, WebEx)
- Working with Enterprise Customers based on the US, UK, APAC, and India
- Troubleshooting on Servers (Windows, Linux, Virtual server)
- Working on Salesforce (Ticketing toll)
- Handling Sales Escalation Cases
- Providing Floor Support
- Communication with Experts (T2, T3 and T4) for fast resolution
- Following up on Team cases with Clients and Customers
- Maintaining Enterprise case assignment
- Generating and managing reports.
System Engineer: Contract
Oracle India
06.2012 - 02.2014
- Worked as part of a manufacturing company responsible for delivering a good quality of financial software service to the client and maintaining, securing, monitoring the software servers, and troubleshooting IT-related issues. Providing the best level of technical support and customer service to internal and on-site staff.
- Maintenance & Management of the Critical Windows based Server Environment
- Maintaining up-to-date Antivirus levels on all machines company-wide
- Working on configuring and support on Desktops, Laptops, and IT peripherals
- Providing maintenance support and break-fix solutions
- Follow documented processes i.e. implementing change control procedures
- Producing reports for senior managers
- Troubleshooting technical problems and implementing solutions
- Supporting as Global service desk and Desk support for multiple users
- Responsible for the fast and accurate troubleshooting of reported faults
- Providing technical support via helpdesk systems for internal & external applications
- Generate and manage attendance reports.
- ACHIEVEMENTS Outstanding Performance Award for the successful completion of Lab Setup Projects during the Year 2013.
Education
PUC: 12th -
Sido Kanhu Murmu University
BBA -
CV Raman UNIVERSITY
Diploma - Hardware and Networking Professional (JCHNP)
Jetking Kolkata
Diploma - Master in Network Administrator (MNA)
Jetking Bangalore
Diploma - AWS Cloud Devops, N+, CCNA, MCSA, Linux
IIHT Bangalore
Skills
- Subject Matter Expertise in Product Support and Contact Center Domain (Avaya and Verint)
- Process Improvement & Optimization
- Decision-making
- Call Center Operations
- Customer support assessment
- Multitasking
- AWS Certified Solution Architect Professional
- Software upgrades
- Technical troubleshooting
- Application installations
- Active listening
- Analytical
- Flexible
- Collaboration
- Communication
Technical support
System troubleshooting
Problem-solving
Teamwork and collaboration
Remote support
Ticket management
Technical documentation
Analytical thinking
Critical thinking
Debugging
Software installation
Project management
Interpersonal communication
System configuration changing
Application support
Customer support
Customer service
Software updates
Root-cause analysis
Process improvement
Issue escalation
Training and mentoring
Customer success management
Continuous improvement
Certification
Avaya Aura Communication Manager Administrator Specialized
Training
- MCITP: Windows Server 2008 Network Infrastructure, Configuration.
- Microsoft OS Technology Specialist.
- Advance Administrative Training for ULTRA Enterprise Witness7.7, 7.8, V 9.3, & Impact 360 V10, V11 Products, V11.1, V15.2 components @ Hyderabad, Chennai & Bangalore.
- V11.1 & V.15.2 Desktop Process & Analytics Installation, Maintenance & Administration.
- AWS Cloud Solution Architect Professional.
Timeline
Avaya Aura Communication Manager Administrator Specialized
01-2025
Avaya Aura Application Enablement Services (80411T)
08-2024
Avaya Aura AES Fundamentals for Backbone Engineers (80411V)
07-2024
Verint WFO V15.2 Enterprise Installation and Configuration
08-2023
Verint WFO V15.2 Enterprise System Admin
08-2023
Verint WFO V15.2 Recording and Archiving Administration
08-2023
Verint WFO V15.2 Recorder and RIS Support
07-2023
Verint WFO V15.2 Troubleshooting Techniques
06-2023
Principal Technical Support Engineer – SME- III
Avaya India Pvt Ltd
06.2023 - Current
AWS Certified Solution Architect Professional
10-2022
Principal Support Engineer III: Contract
Avaya India Pvt Ltd
06.2020 - 06.2023
Sr. Technical Analyst II
Verint Systems
10.2017 - 05.2020
Verint WFO Impact360 Certified.
12-2015
Technical Analyst: Contract
Verint Systems
11.2015 - 09.2017
Technical Analyst
Microland Ltd
06.2014 - 10.2015
System Engineer: Contract
Oracle India
06.2012 - 02.2014
Microsoft Certified Technology Specialist (MCTS)
01-2012
MCITP: Windows Server 2008 Network Infrastructure, Configuration
01-2012
Diploma - Hardware and Networking Professional (JCHNP)
Jetking Kolkata
Diploma - Master in Network Administrator (MNA)
Jetking Bangalore
Diploma - AWS Cloud Devops, N+, CCNA, MCSA, Linux
IIHT Bangalore
PUC: 12th -
Sido Kanhu Murmu University
BBA -
CV Raman UNIVERSITY
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