Pankaj Rai
Uttam Nagar
Summary
To give my best in my professional pursuit for the overall benefit and growth of the company that I serve by facing the challenges. I will show my caliber and gain some experience
Overview
8
8
years of professional experience
Work History
Assistant Manager IT
GLOBIVA SERVICES PVT.LTD
12.2019 - Current
- Dialer TECHNICAL ANALYST
- Good Knowledge of API Integration.
- Good Knowledge of Ameyo Dialer, NGUCC Dialer.
- Managing Campaign Creation, User Creation, Call Routing etc.& doing SIP, GSM Gateway configuration.
- Troubleshooting as per the Dialer logs, call context logs, PCAP Logs etc.
- Worked on Postgres Data Base and basic knowledge of DB Query.
- Good Knowledge of Dialing Mode like Predictive, Preview etc.
- Doing Basic Customization in (Ameyo , NGUCC ) Dialer CRM.
- Leading My dialer support team and meet the client requirements.
- Service Delivery
- Oversee end-to-end IT service delivery to ensure compliance with SLAs and customer expectations.
- Manage incidents, service requests, and problem tickets, ensuring timely resolution and root cause analysis.
- Coordinate between internal teams (infrastructure, application support) and external vendors for seamless service operations.
- Manage escalations effectively and maintain clear communication with all involved parties.
- Oversee the planning and execution of change requests and releases, ensuring minimal disruption to business operations.
- Identify and mitigate operational risks related to IT service delivery.
- Team Management
- Promote a positive, inclusive, and accountable team culture aligned with organizational values.
- Regularly review individual and team performance through KPIs and feedback mechanisms.
- Allocate and optimize team resources to meet project and service delivery demands.
Desktop Support Engineer
Elegant Network Services Pvt Ltd.
02.2018 - 12.2019
- Configure the Web Application (CRM)
- Provide the support to remote location client
- Configuring & maintain Email accounts in MS-outlook 2007/2010.
- Resolve Hardware & Network related issue
- Network diagnosis using Tracer, ping, net stat
- Remote desktop/Software and tools installation
- Also maintain AMC Hardware Tracker of Future Soft.
Education
Graduate - Bachelor of computer application (BCA)
Swami Vivekananda Subharti University
01.2021
12th Passed -
CBSE Board
01.2016
10th Passed -
CBSE Board
01.2014
Skills
- API integration
- Dialer configuration
- Incident management
- Service delivery
- Database querying
- Customer relationship management
Languages
- English
- Hindi
Disclaimer
I hereby declare that the above information is true to the best of my knowledge.
Personal Information
- Hobbies: Travelling, Reading
- Date of Birth: 09/14/97
- Nationality: Indian
- Marital Status: Single
Timeline
Assistant Manager IT
GLOBIVA SERVICES PVT.LTD
12.2019 - Current
Desktop Support Engineer
Elegant Network Services Pvt Ltd.
02.2018 - 12.2019
Graduate - Bachelor of computer application (BCA)
Swami Vivekananda Subharti University
12th Passed -
CBSE Board
10th Passed -
CBSE Board