MRINAL MANHAR

• Designed and Implemented AI/ML Models: Engineered and deployed advanced AI and machine learning models on AWS, utilizing frameworks like TensorFlow, and leveraging BERT for comprehensive Intent and Sentiment Analysis of transcription data. This implementation enhanced accuracy and relevance of insights derived from unstructured data.
• Big Data processing: Developed and optimized distributed data processing pipelines using PySpark, handling large-scale datasets in a cloud-based environment.
• Cloud-Based Model Deployment: Successfully deployed scalable data models on AWS, integrating ChatGPT and other NLP models for real-time processing and analysis of large datasets, significantly improving system performance and efficiency by 40%.
• Enhanced Analytical Precision: Expanded system capabilities to capture and process six additional parameters, such as sentiment scores and actionable recommendations, which enriched depth and precision of data insights.
• Advanced Predictive Modelling: Utilized sophisticated statistical techniques and machine learning algorithms to create predictive models on AWS, delivering highly accurate forecasts of business metrics and facilitating data-driven decision-making.
• Power BI Expertise: Designed and managed interactive dashboards and reports in Power BI, translating complex data into clear, actionable insights, and empowering stakeholders with real-time monitoring of key performance indicators.
• Data Integration from Genesys Cloud: Automated extraction and processing of data from the Genesys Cloud platform using Python scripts executed via AWS Lambda. Processed data then, was stored in a secure, scalable database, optimizing data accessibility and storage efficiency.
• Mentorship and Team Development: Mentoring junior consultants, helping them enhance their skills, and contribute more effectively to projects. Focusing on developing their expertise in AI/ML technologies and data analytics, leading to improved team performance and project outcomes.
• Model Implementation: Implementing supervised and unsupervised learning algorithms, such as random forest, KNN, and logistic regression, in a Python environment for predictive analytics projects.

• Utilized Predictive Analytics and Machine Learning techniques to accurately forecast company sales for new products, leveraging data-driven insights to inform strategic decisions.
• Derived valuable insights from diverse datasets and crafted key performance indicator (KPI) dashboards using Tableau, providing stakeholders with a visually compelling representation of critical metrics.
• Collaborated with various departments to collect data needs and requirements, executing meticulous data cleaning, feature scaling, and feature engineering using Python's pandas and nappy packages.
• Optimized data processing by implementing efficient ETL pipelines and streamlining database design.
• Developed, implemented and maintained data analytics protocols, standards, and documentation.
• Designed and developed analytical data structures.

• Provided technical support of AEP (Avaya products like Avaya experience portal), POM (Proactive Outreach Manager), APC (Avaya Proactive Contact) etc. on critical outages and executive escalations.
• Delivered RCA (Root Cause Analysis) with in SLA (Service Level Agreement) and worked on CAPA (Corrective Action & Preventative Action).
• Proactively identified areas of improvements, worked on out of box solutions and innovative ideas with necessary business justifications.
• Delivered training & KT (Knowledge Transfer) sessions, conducted skill assessments and developed training plans for other teams.
• Understood the complete requirement of the project, assisted the domain team in feasibility checks and worked with functional heads or operations manager for project assignment.

• Executed the implementation of Avaya Proactive Contact (APC), Avaya Experience Portal (AEP), and Avaya Proactive Outreach Manager (POM) for both Indian and global clients, ensuring seamless integration and optimal functionality.
• Streamlined task automation within APC through scripting, enhancing operational efficiency.
• Installed a Postgres database on the client's system and successfully conducted backup and restoration procedures for the AEP database onto the Postgres platform. This meticulous process aimed at preserving data integrity and accessibility.
• Demonstrated effective coordination with various stakeholders throughout the project, fostering smooth collaboration and communication to ensure timely and successful completion.

• Handled day-to-day critical issues related to Avaya CM server, Nice, Verint, and CMS.
• Managed proactive & reactive tickets, worked with third parties & vendors to narrow down and resolve issues.

A) GENPACT Job Profile "Avaya servers, Avaya proactive Dialer, Nice and Verint L3 Engineer - Datacenter"

• Worked in technical team for maintaining operations of Contact Center Technology (CCT) solution.
• Was responsible for defining schedule & controlled rollout process for patch management.
• Took care of critical Avaya, Nice and Verint changes as per approval process.
• Worked with application owners, technical experts, vendors and service provider personnel to resolve problems incidents depending on severity levels.
• B) VIDEOCON Job Profile "APC Dialer, WTL & Audio Code L2 Engineer - Datacenter"
• Was responsible and accountable for health of Avaya Servers, WTL & Audio Code.
• Communicated & coordinated with principal or third-party vendors for product upgrades & resolution of technical problems with RCAs (Root Cause Analysis).

• Worked as Avaya Proactive Contact (APC) L2 engineer, handled avaya dialer server and was responsible for configuration and maintenance of Avaya dialer server across PAN India.

• Provided technical support to Citibank7s contact center (Citiphones) having S8700 Server, MCC1 & SCC1 PNs, Nice loggers, Dialer & CMS setup.
• Was taking care of installation, configuration, troubleshooting of Cards Trunks Channels and firmware upgrades of IP phones & cards (CLAN, Medpro, DS1 & IPSI).
• Created & monitored T1 E1 PRI.
• Monitored daily alarms, voice mail status and notifications.