Summary
Overview
Work History
Education
Skills
Languages
Disclaimer
Personal Information
Timeline
Generic

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
Pankaj Rai