Loganathan Ramalingam

V2T – Voicemail to Text is a speech recognition service that transcribes voice messages into text to reduce the human efforts (that allows the end user to read their voice messages instead of listening to them)

VB-GK – Voice-Bio Gatekeeper, Gatekeeper is a Security & Biometrics solution, provided as SaaS to Enterprise customers. Gatekeeper allows customers to add authentication and fraud detection capabilities to their interaction channels, such as call center, IVR, or digital engagement channels.

Mix - Mix is an enterprise grade Saas (Software as a Service) platform provides advanced conversational experience on IVR, smart speaker & chatbots based on AI technologies.Mix offers four runtime services APIs (Application programming interface) based on the customer requirements they can use anyone these services to improve their business (ASRaaS,NLUaaS,DLGaaS & TTSaaS)

• Assisted in troubleshooting issues related to the product. Based on the customer issues, handling a bridge to push for resolution.
• Azure Log Analytics and provide the resolution to customer for GK2 customers.
• Provided support during the CMN tickets and communicating to the customers.
• Communicated with clients and coworkers about analysis results.
• Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
• Developed and maintained detailed documentation of common issues and solutions to enhance knowledge base.
• Trained shift members on relevant issues and provided KT.
• Created knowledge base documents for frequently asked questions.
• Diagnosed and resolved technical issues for clients in a timely manner, ensuring minimal downtime.
• Conducted root cause analysis for recurring problems to prevent future occurrences.
• Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
• Participated in after-hours on-call rotation to provide 24/7 support for critical issues.

ClickFox is the only company in the marketplace offering a comprehensive cross-channel solution capable of easily aggregating data from all customer touch points and from other limited analytics sources, such as speech analytics, web analytics, quality monitoring, agent scoring, and workforce optimization. By transcending a limited single channel view, ClickFox’s Customer Experience Analytics (CEA) solution uniquely enables enterprises to understand the "total customer experience" across all customer interaction channels - to connect the dots and make sense of the complex choices of customer interactions that drive revenues, loyalty, and defections

• Troubleshooting technical issues in data ingestion.
• Providing maintenance support for the CEA application by analyzing the logs.
• Fetching and modifying any tables, if required, by executing simple queries in the DB.
• Helping peers in understanding the requirements provided by the clients.
• Facilitating the timely resolution of customer issues.
• Communicating with clients through calls and emails.

• Responded promptly to emergency incidents requiring immediate attention.
• Provided training for junior support engineers on best practices for troubleshooting common issues.
• Provided technical support and troubleshooting for customers.
• Maintained customer service standards by resolving escalated customer inquiries in a timely manner.
• Monitored system performance metrics to ensure optimal uptime availability.
• Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
• Participated in after-hours on-call rotation to provide 24/7 support for critical issues.

• Nuance provides voice-to-text applications. Current business products focus on server and embedded voice recognition, telephone call steering systems, automated telephone directory services, medical transcription software and systems, optical character recognition software, and desktop imaging software. The company also maintains a small division that does software and system development for military and government agencies.
• Handling Incident Bridge.
• Handling traffic redirection via Constellix and Punter.
• Monitoring Zenoss tool, Zenoss Graphs, SumoLogic, and Grafana tools.
• Tracking client issues via Jira ticketing tool.
• Communicating to the clients through calls, notifications, and emails.
• Facilitating the timely resolution of customer issues.
• Exim logs analysis, Inbound/Outbound logs, EPS logs, etc.
• Hosting severity incident.
• Handling daily tasks, giving proper handover to next shift team members.
• Setting up a P1 and P2 Incident bridge via Teams, at the same time notified to TAM via PagerDuty.
• Completed Dockers, containers, and K8S training to support hosted US East Azure.

• More than 1000+ Successful implementation done in respective colos (servers) without any deviation
• Tracking issues via Jira. Based on the tickets, login to the base station and check the services to find the root cause.
• Monitoring Zenoss alarms and fixing the issues.
• Handling Traffic redirections (Business Direct AT&T Tool, L3 Portal & Zenoss)
• Handle and follow all the tickets related to Incident, Change, and Adhoc requests until closure.
• Validations are performed on an hourly basis to confirm that the platform is functioning without deviations. This is in addition to monitoring all applications.
• Highest level of concentration with competent multitasking skills.
• Ensuring 100% service delivery in adherence with the Service Level Agreements.
• Making sure that all timelines during an incident are taken note of, so as to send an Executive summary to the top-level Management for RCA and future references.
• Analyzing process and individual performance, and focusing on both individual and team improvement.
• Tools Used: JIRA, Remedy, Nagios, WeatherMap, HPOV, Zennos, Opsview.
• To coordinate with the respective teams to maintain overall SLA for customers.
• Handling a team of 20 personnel in an extremely demanding environment.
• Very closely working with on-site NOC team.
• Tracking client progress via CS ticket and CN.
• RPM Sync with staging servers and deploy the RPM via Tuna Tool.
• Deployment starts on time and ends within the time frame. If it goes beyond the time frame, immediately execute the backup plan.
• Taking the snapshots using vSphere tool.
• Starting the NVP services using management stations.
• Communicating with clients through calls and emails.

• Perform desk-side support, online support, and service for client's location.
• Software Installation, Configuration, and Troubleshooting for end users.
• · DLP Installation (Info watch Certification done), Content Keeper Installation & Kaspersky Anti-virus Server & Client Installation & Support
• High level of customer focus and strong customer support commitment.
• Work with other support groups and vendors to provide seamless support to customers.
• Occasional after-hours and weekend support, if required.

Manage all IT systems, including LAN, WAN, Telephone, and related systems.

Installation of Windows 2003, 2000, and NT Servers.

Upgradation, migration from Windows 2000 server to Windows 2003.

Installation and Administration of DNS, DHCP, FTP, IIS, SMTP, and DFS.

Administration of Users, groups, group policies, security, and permission.

Installation and administration of terminal server, remote desktop support, and administration.

• Domain trust configuration and administration.
• Installation and administration of FTP server and client, management.

Installation, configuration, and maintenance of file and print servers.

Support, monitor, test, and troubleshoot hardware and software problems.

Performing and coordinating effective installation and performance of advanced operating system hardware and software on servers.

Be responsible for daily backup of software, security checkup, etc.

Install new software releases, system upgrades, evaluate and install patches, and resolve software-related problems.

Support and maintain end user requirements, including troubleshooting, account maintenance, and training.

Maintain, monitor, analyze system components, and make recommendations regarding computer system security. Monitor network, computer, and disk utilization.

Be responsible for managing the IT system to meet strategic goals.