NADEEM RAIS A.H NAIK

Product: Verint Logger Version 11.1, 15.1, 15.2

• Performing Daily Checklist every day for ensuring everything is working fine before beginning of production hours
• Troubleshoot and resolving the issues of L1 level, investigate & collect information's of L2 level issues and escalate to Vendor OEM for further investigation if needed
• Monitor CPU, memory, IO, storage utilization and application components
• Handling day to day works including system administration, network maintenance, user calls, inventory management, EPO, the call recorder for the process, and all the process related issues
• Handling ARSIM GAP, IRIS exception
• Action requests from engineering and management teams for troubleshooting and issue resolution and provides relevant logs to engineering team to further troubleshooting and debug client issues
• Coordinate with development, operations and vendors
• Recorder server configuration and Troubleshoot both Active and Passive
• EM page recorder server configuration
• Archiving configuration as per the client requirement
• Voice and Screen recording rule configuration, create DATA source, create Organization, CTI adapter configuration etc
• Daily check of servers for their functionality and Application and Database backups
• Responsible for Daily, Weekly and Monthly backup and restore procedures
• Can set and manage accounts to provide proper access privileges to servers, folders and databases
• Analyzing and implementing OS patches, hot fixes and update
• Compile monthly metrics and service level reporting Log.
• Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
• Monitored system performance to ensure optimal functioning of services.
• Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
• Created knowledge base documents for frequently asked questions.
• Facilitated communication between technical and non-technical stakeholders to ensure clear understanding of issues.

Product: Verint Logger Version 11.0, 11.1, 15.1, 15.2

• Performing Daily Checklist every day for ensuring everything is working fine before beginning of production hours
• Troubleshoot and resolving the issues of L1 level, investigate & collect information's of L2 level issues and escalate to Vendor OEM for further investigation if needed
• Monitor CPU, memory, IO, storage utilization and application components
• Handling day to day works including system administration, network maintenance, user calls, inventory management, EPO, the call recorder for the process, and all the process related issues
• Action requests from engineering and management teams for troubleshooting and issue resolution and provides relevant logs to engineering team to further troubleshooting and debug client issues
• Coordinate with development, operations and vendors
• Recorder server configuration and Troubleshoot both Active and Passive
• EM page recorder server configuration
• Archiving configuration as per the client requirement
• Voice and Screen recording rule configuration, create DATA source, create Organization, CTI adapter configuration etc
• Daily check of servers for their functionality and Application and Database backups
• Responsible for Daily, Weekly and Monthly backup and restore procedures
• Can set and manage accounts to provide proper access privileges to servers, folders and databases
• Analyzing and implementing OS patches, hot fixes and update
• Compile monthly metrics and service level reporting Log.
• Monitored ticketing system queues for incoming requests from customers.
• Installed and tested operating systems, applications, updates, patches, and service packs.
• Provided technical support to customers by troubleshooting and resolving Verint related issue

• Monitoring & Troubleshooting of AVAYA EPBX
• Admin and Maintenance of servers and media gateways like G450, G650
• Call centre issue analysis and providing resolution on it to the customer
• Programming and maintenance of Avaya Servers & gateways for customer on call basis
• Changing the route for call flow as per customer requirement
• Configuring Network Regions, VDN, Vector programming for the customer requirement to route the call
• Configuring of IP trunks, PRI lines as well as monitoring and trouble shooting PRI issues
• Working on PBX as remote login for other location
• Installation & Troubleshooting of Analog phones, Digital phones, and IP Phones IP soft phones, Operator Console at user end give training to user
• Checking Daily CDR report
• Taking configuration backup of server (daily)
• To manage and create Real-time, Historical and Integrated reports on CMS Supervisor
• Monitoring, Recording & Query generation of calls.

• Configuration of NortelVoice Products Meridian 1 EPBX (11c, 51c, 61c, 81c) systems, and CS 1000E VOIP Based System
• Having Knowledge of CCT, CC6.0, Call Pilot Nortel Symposium, AACC, Nortel IVR, NCR Verint, Nice Logger and Meridian mail
• Giving support to the Customers Like Bharti Airtel, Barcalaye, HDFC Bank, SBI, Mastek, Universal Sompo, DSP Merlly Linch, UPS, Colliers, JNJ, DB, and many others.

• Installing and troubleshooting desktop computers
• Installing and troubleshooting Win XP and Win 2003 server
• Configuring ADS, DNS, DHCP, Group policies
• ADC to PDC conversion
• Account Administration (Creating / Modifying / deleting User accounts)
• Configuration of TCP/IP, Configuring network Monitoring
• Configuring and tuning McAfee, Avast and Norton Anti-Virus.