Praveen Gopi
Hyderabad
Summary
Seeking senior-level positions in IT / Technical Operations with a growth-oriented organization Core Competencies Providing technical solutions to problems arising in computer system and computer network (hardware / software). Defining the needs, benefits, and technical strategy, technical analysis and design; and support of operations staff in executing, testing and rolling-out the solutions. Participating in projects is focused on smoothing the transition of projects from development staff to production staff by performing operations activities within the project life cycle. Performing any combination of technical duties to provide technical support in information processing departments. Reviewing completed projects or computer programs to make sure that goals are met that programs are compatible with other programs already in use.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Principal Technical Support Engineer
AVAYA
HYDERABAD
06.2023 - Current
- Product: Voice Portal, Avaya Aura Experience Portal, Proactive Outreach Manager, Recording solution(VERINT, WITNESS), Workforce management (WFM) , CTI (Computer Telephony integration), AES
- Accountable for installation, maintenance, administration, implementation, troubleshooting & upgrading
- Experienced in Avaya IR Server, Voice Portal and VXML based IVR application for self serve options
- Experienced in implementation and support for Avaya based technologies
- Saved $7500 by implementing cost-saving initiatives that addressed long-standing problems
- Managed on-site evaluations, internal audits and customer surveys.
Principal Technical Support Engineer
AVAYA
HYDERABAD
01.2018 - 10.2020
- Product: Voice Portal, Avaya Aura Experience Portal, Proactive Outreach Manager, Recording solution(VERINT, WITNESS), Workforce management (WFM) , CTI (Computer Telephony integration), AES
- Accountable for installation, maintenance, administration, implementation, troubleshooting & upgrading
- Experienced in Avaya IR Server, Voice Portal and VXML based IVR application for self serve options
- Experienced in implementation and support for Avaya based technologies
- Saved $7500 by implementing cost-saving initiatives that addressed long-standing problems
- Managed on-site evaluations, internal audits and customer surveys.
Technical Support Engineer
Avaya India Private Limited
Hyderabad
12.2007 - 12.2017
- Maintaining Avaya PBX products
- Expertise in handling Alerts generated by AVAYA Products
- S8800, S8700, S8500, S8300, Media-Gateways, Modular Messaging, Virtual System Platform, Session Manager & System Manager, Avaya Enablement Services (AES), Interactive Voice Response (IVR), Avaya Call Recorder, Verint and Work Force Optimization Suite
- Checking Linux Logs for finding root cause of Issue, Chronic alarms and Suppressing Alerts
- Manage High severity and Major Incidents
- Working closely with AVAYA Business Partners and Direct Customers in resolving issues
- Ensuring effective Major Incident Managementefficient, effective and appropriate communication of service incidents
- Troubleshooting problems with help of Event Logs
- Database: Core experience on Postgres DB troubleshooting
- Served customers and followed outlined steps of service
- Carried out day-day-day duties accurately and efficiently.
Subject Matter Expert
Brigade Corporation India Private Limited
Hyderabad
04.2005 - 12.2007
- Working as part of weekly technical issues discussion forum
- Providing analysis of Technical Issues data to HP/COMPAQ Client
- Involved in HP Media Vault-Online Networking device setup and troubleshooting
- Managing team size of 20 Technical Engineers and monitoring their performance
- Keeping check on technical knowledge of team members and training them accordingly
- Setting up lab and make Engineers live troubleshoot issue
- Monitoring quality of responses/ technical solutions provided to customer by Engineers
- Assisting team in resolving Hardware, software and network issues
- Resolving escalated enquiries and follow-up with customers
- Products, HP Media Vault, HP/COMPAQ-Notebooks
- Designed and prepared technical reports, studies and related documentation.
Project Manager
NextBridgeITSolutions
PUNE
- Managing project for CRM Implementation
- Project Planning and Execution
- Stakeholder Management
- Budgeting and Resource Allocation
- Risk Assessment and Mitigation
- Team Leadership and Motivation
- Agile/Scrum Methodologies
- Communication and Collaboration
- Quality Assurance and Process Improvement.
Consultant
NextBridgeITSolutions
PUNE
- Working on implementing/configuring Bright Pattern CCaas Solution
- Installation, Implementation & Configuration of Verint WFO solutions
- Professional Services service provided to customer for Unified Communications and Contact Center setup.
Education
M.Sc. - Computers
MNR PG COLLEGE
05.2004
B.Sc. - Computers
HRD DEGREE COLLEGE
07.2001
High School Diploma -
AMARAVATHI INTER COLLEGE
05.1998
S.S.C -
NSKK HIGH SCHOOL
04.1996
Skills
- Project Manager
- Avaya Workforce Engagement
- Avaya Contact Recorder
- Avaya Enablement Services
- Avaya Experience Portal
- Avaya Proactive Outreach Manager
- Avaya Communication Manager
- VMware
- Linux
- ITIL
- Root Cause Analysis
- Technical Support
Certification
- RHCE 6 Certified, 130-045-156
- ITIL V3 Foundation Certified, 00030461
Timeline
Principal Technical Support Engineer
AVAYA
06.2023 - Current
Principal Technical Support Engineer
AVAYA
01.2018 - 10.2020
Technical Support Engineer
Avaya India Private Limited
12.2007 - 12.2017
Subject Matter Expert
Brigade Corporation India Private Limited
04.2005 - 12.2007
Project Manager
NextBridgeITSolutions
Consultant
NextBridgeITSolutions
M.Sc. - Computers
MNR PG COLLEGE
B.Sc. - Computers
HRD DEGREE COLLEGE
High School Diploma -
AMARAVATHI INTER COLLEGE
S.S.C -
NSKK HIGH SCHOOL
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