MAHENDRA KUMAR
Pune,Maharashtra
Summary
Career Objective: Interested in obtaining a challenging and growth-oriented position in an esteemed organization, where can utilize technical, analytical and management skills to contribute meaningfully towards the betterment of the organization. Innovative Solution Architect with in-depth understanding of software deployment and system design illustrated over 16 years of experience in similar roles.
Overview
17
17
years of professional experience
2
2
Languages
Work History
solution Architect, Customer Support Manager
Tetherfi Technologies, SingTel Singapore
Pune
03.2024 - Current
- 16 years as in Contact Center and Telecom, in Avaya UC/CC Products, IVR, AWS, Amazon Connect, MS Teams, Recordings
- Solution NICE /Verint and AIOPS Solution as well to make IT Autonomous.)
- Skills: -
- Primary strategist in designing and implementing AIOPS and Generative AI platform to enhance
- IT operations and reduce incident resolution time
- Instituted process of continuous iterative exploration and investigation of business metrics to identify patterns and key performance indicator for data driven strategic decision by using AI
- ML and Data mining technique
- Design custom monitoring platforms 24/7 monitoring of KPIs and incident identification
- Maintenance of all Voice equipment such as related to Contact Center Servers to ensure maximum up time
- Design solutions for Large Enterprise and SMB market with OEMs like Avaya, Amazon connect
- MS Teams, Nice, Verint, Avaya Gateways, Audio Codes and AIOPS etc
- Facilitate effective communication and collaboration among team members using MS Teams and
- Amazon Connect
- Collaborated with team members across different departments using MS Teams and Amazon
- Connect to streamline customer service processes
- Providing customers with customized solutions and Digital applications like, IVR and CTI
- Providing solutions to customers to transform call centers and contact centers into Customer
- Experience Centers
- Timely and effective escalation of issues to concerned people to provide resolution to issue without delay and Ability to drive resolution of problems
- Able to communicate and present complex issues with assurance and confidence
- Ability to work with team to provide written responses to technical proposals and /or reports/documentation for delivery
- Having experience in Design, Installation, implement & Migration for contact center
- Perform all required predictive & preventive maintenance to prevent downtime & effectively coordinate with other support teams to troubleshoot and rectify voice related issues in the shortest possible time
- Accurate and timely maintenance of all systems that provide voice capability to the operations personnel
- Interact with personnel from the client’s side to ensure that the systems are updated and fine – tuned to suit business requirements
- Job Description and Handling Products
- Working As customer Support Manager at Tetherfi for client SingTel location is Singapore, here I am managing entire contact centre technology of Singtel, Handling the product of Tetherfi contact center product like TMAC, TMC, OMC, IW, IVR, Chat Bot, Voice Bots, TEMAIL and Avaya (Avaya
- CM, ASM, EPMS, CMS, Audio Codes), NICE
- Nexdia
- Providing Technical Support in creating new Contact Centers and call-flow documentation
- Daily Backup, system monitoring, alarm checking for Tetherfi, NICE and Avaya and servers
- Facilitates daily Contact Center voice configuration requests
- Priority 1-4 Fault Troubleshooting across all Singtel Sites.
Nityo Infotech Services Private Limited
Pune
01.2023 - 02.2024
Senior Tech Lead APS Engineer / Architect
NICE Interactive Solution Pvt India LTD, CITI Bank
Pune
03.2022 - 01.2023
- Job Description and Handling Products
- Handling product NICE Engage 6.7, NTR 6.7, Nexidia 12.3, CS, and NICE CXone 4.0
- Facilitates daily Contact Center voice configuration requests
- Performs daily/Weekly/Monthly maintenance of All NICE Servers (IC, APP, AIRs, DB, DM
- Sentinel, Stream Servers, CTI, SAT, Core, Nexidia Servers)
- Providing Technical Support to Customer
- Priority 1-4 Fault Troubleshooting for all NICE sites related to user INC or Alert INC as well as
- Nice wiser cases created by Sentinel.
SME / Architect
Tech Mahindra, Jackson National Life Insurance USA, Avaya
09.2020 - 03.2022
- Job Description and Handling Products
- Avaya CM 7.1, Avaya One- X 2.5.6, Avaya One -X Communicator 6.XX, AES 7.1, EPMS 7.2
- CMS R18, SBC 7.1, SM-SMGR 8.1, CDR_PROGNOSIS, EMC, AVST Voice Mail, G650 and
- G450 Gateways., NICE Engage 6.7
- Also Currently Upgrading Avaya Product from version 7 to 8, Like recently Upgraded SM and
- SMGR to 8.1
- Facilitates daily Contact Center voice configuration requests
- Performs daily/Weekly/Monthly maintenance of Avaya CM, AES, EPMS, CMS, SBC, EMC
- AVST Voicemail, SM – SMGR NICE Servers and Gateways
- Providing Technical Support in creating new Contact Centers and call-flow documentation
- Priority 1-4 Fault Troubleshooting for all Avaya sites
- IP Telephony support, VoIP, ISDN PRI Trunk Troubleshooting
- IP Trunk and ARS/AAR Infrastructure Routing Support
- VDN, announcement and Vectoring support and maintenance
- Daily Backup, system monitoring, alarm checking for Avaya and servers
- Up gradation of all the cards (Clan, Media processor, DS1, Val and IPSI) inside Media gateway
- G450
- Conversion of Trunks from CAS to ISDN
- Apart from this we have daily activities like addition of extension (Analog, Digital and IP), changes in extensions, configuring Agent ID’s and assigning skills to them, creation of Vectors VDN’s and
- Hunt group
- Changes in vectors, Map DID’s on particular Extension for Inbound Calls as per client requirement.
C S Infocomm Pvt Ltd
Mumbai
08.2014 - 09.2020
IT Source Technology Pvt. Ltd
Mumbai
05.2012 - 07.2014
Drive Test Engineer
NET WING Technologies (P) Ltd
Mumbai
04.2009 - 04.2012
RF Survey Engineer
Vastukalp Project Pvt. Ltd, Reliance Telecom Gujarat
Gurgaon
01.2008 - 03.2009
Senior Solution Consultant / Architect
YCH
- Description and Handling Products
- Making IT Autonomous, providing future-ready solutions to help organizations automate their business processes & optimize their operations
- We harness the power of AI/ ML to drive innovation and efficiency in IT Operations
- Delivering Solution to the customer over the AIOPS platform for IT operation and contact center automation by using product Cloudfabrix , Engage, AWS, Amazon connect, Email bot, voice bots and chat bots
- Providing solutions to simplify the complexity existing in Technology for business by bringing in automation in the delivery of IT services by leveraging technologies like Artificial Intelligence
- Analytics and Cloud
- Providing solutions for IT Automation/AIOPS, Contact center Automation, Collections Automation
- Hybrid Cloud Infracture.
Executive Support
Teleperformance Ltd
Vadodara
- Job Description and experienced on Products: -
- Avaya CM Version 6.2 SP6, HPDL360G8, Avaya One- X, AES Version r6-2-2-32-0, R620 Dell
- Server, EPMS Version 6.0.2.0.0501.iso, Avaya IQ Version 5.2
- AACC Version 6.4, Avaya Proactive Contact, SM-SMGR 6.3 HPDL360G8, CDR_PROGNOSIS
- G650 and G450 Gateways
- NICE Perform and Logger Version 4.1
- Done the installation, Implementation and upgradation of Avaya CM, AES and EPMS from 6.2 to 6.3 version, Upgraded FW of DS1 MM and G450 MGs Deployed Avaya, Recommended
- Patches on CM, SM – SMGR IQ, EPMS, MPP and APP Servers, Installed and configured G450
- MGs.
- Experience on Avaya Converse Platform VM ware (configured latest version I.e
- 8 of CM
- CMS,AES,SM ,SMGR) Also configured EPMS MPP and APP servers on Customized Linux VM ware, Audio codes and Verint.
Telecom Engineer
AGC Networks for Serco Global Services/Teleperformance Pvt. Ltd
Mumbai
- Job Description and Products Handled: -
- Definity Avaya PABX/Servers, S8800 Media Servers, G650 / 450 Gateways
- Avaya Communication Manager 5.2, Avaya CMS R14, R15, R16
- Avaya Modular Messaging 5.2, HPDL360G7
- SM-SMGR 6.3 HPDL360G8, AES Version r6-2-2-32-0 R620 Dell Server
- CDR, Utility Server (File Server)
- Call recordings tools like Verint 10X, Nice Perform and Nice Logger 8.9
TATA DO COMO, RF Engineering
- G/WCDMA & GSM) Huawei, Baroda, Circle)
- Department:
Education
B.E - Electronics & Communication
R.G.P.V. Bhopal
XII - undefined
M.P. Board
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Skills
Technical Project Management
Cloud Computing Expertise
Requirements Gathering
Process Analysis
Business solutions
Process evaluation
Stakeholder Communication
Client Engagement
Systems design
Problem-solving abilities
Critical Thinking
Task Prioritization
Decision-Making
Problem-Solving
TCP/IP protocol
Technical Analysis
Relationship Building
Technical Documentation and Reporting
Accomplishments
- Introduction to NICE Engage R7.1
- NICE Engage R7.1 – Fundamentals
- NICE Trading Recording R6.7 – Fundamentals
- NICE Nexidia Analytics & Quality Central v12.3 – Fundamentals
- Completed AWS free digital training and courses for AWS Technical Essentials, AWS Free Tier
- Introduction to Offerings, Data Modeling for Amazon ElastiCache for Redis, AWS Compute Services
- Overview, AWS Cloud Practitioner Essentials, Introduction to Amazon Connect and the Connect
- Control Panel (CCP), Amazon Connect Creating and Managing Amazon Connect Instances, Amazon
- Connect Best Practices
- Strengths:
- Leadership & Management of Team
- Ability to work under Pressure
- Positive approach
- Faster learning capability
- Ability to complete given task with responsibility and commitment.
Timeline
solution Architect, Customer Support Manager
Tetherfi Technologies, SingTel Singapore
03.2024 - Current
Nityo Infotech Services Private Limited
01.2023 - 02.2024
Senior Tech Lead APS Engineer / Architect
NICE Interactive Solution Pvt India LTD, CITI Bank
03.2022 - 01.2023
SME / Architect
Tech Mahindra, Jackson National Life Insurance USA, Avaya
09.2020 - 03.2022
C S Infocomm Pvt Ltd
08.2014 - 09.2020
IT Source Technology Pvt. Ltd
05.2012 - 07.2014
Drive Test Engineer
NET WING Technologies (P) Ltd
04.2009 - 04.2012
RF Survey Engineer
Vastukalp Project Pvt. Ltd, Reliance Telecom Gujarat
01.2008 - 03.2009
Senior Solution Consultant / Architect
YCH
Executive Support
Teleperformance Ltd
Telecom Engineer
AGC Networks for Serco Global Services/Teleperformance Pvt. Ltd
TATA DO COMO, RF Engineering
B.E - Electronics & Communication
R.G.P.V. Bhopal
XII - undefined
M.P. Board