Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Timeline
Generic

Raghunandan MP

Bangalore

Summary


Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of Contact Center Software. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.

Overview

25
25
years of professional experience

Work History

Senior Specialist Technical Support Engineer

Livevox Solutions Pvt Ltd
10.2015 - 11.2024
  • Joined Livevox as a Tier 2 Client Support Specialist in a small team of two people in Bangalore with other team members working in US Atlanta and SF
  • Learnt the product working with my senior team member who later moved to QA when we were a three member team
  • Participated in building a team, training and continuously assisting them on a daily basis
  • Oversaw: Analyze, troubleshoot, and resolve reported issues on LVP using a logical and systematic approach
  • Document all support incidents for reporting purposes
  • Facilitate Frontline Engineers on resolving the Jira Tickets they own
  • Carry out UAT at required instances to ensure the smooth running of LVP
  • Collaborate with Engineering, NOC, Ops, QA-UAT and Implementation team on various product issues and on support bridges
  • Made it a habit of keeping up to date on platform releases and patches
  • Adapting skills and acquiring knowledge required to perform daily activities
  • Took up several courses on Udemey to enhance my skills: Java Application Performance Tuning and Memory Management, Developing Cloud-Native Apps with Microservices Architecture, Service Cloud: Contact Center Industry Knowledge, SSCA 'Elite' SIP training + on-line access to the SSCA 'Elite' Certification test from https://thesipschool.com
  • Linux: Log grepping, Linux System performance monitoring
  • CCaaS: Browser F12 devtools Analysis, HEPIC VoIp and RTC Analyzer, ACD, WebRTC, IVR, SIP VOIP Traffic analysis
  • AWS: AWS CloudWatch Log Insights

Logus Business Systems India Pvt. Ltd.
08.2003 - 03.2015
  • Participated for Over 10 years with various major clients of Log-Us Business Systems which were startups like Emuzed, digibee microsystems, OptimusBT, ZiLog India and NovoNordisk
  • Worked at client place maintaining entire IT Infrastructure, Implementing Security using Firewall and Linux IP Table, Backup Solutions, Linux Services and other IT Solutions as per client requirement
  • Key skills include Linux Administration on Ubuntu and RHEL Distribution, Microsoft Active Directory, Backup software Installation and Creating Policies, Firewall like Cyberoam, Fortinet and Sonicwall
  • Provide help to Desktop Support Personal
  • Firewalls: Cyberoam, Fortinet UTM, Create Policies, VPN, DMZ
  • FCNSA Certified
  • Backup Software: Netvault Bakbone and Veritas Netbackup
  • ITIL: Trained in IT Infrastructure Library 2011
  • Microsoft: Active Directory, MS Exchange Administration, Sharepoint, IIS Implementation
  • Networking: Good Understanding of LAN, WAN, TCP/IP Protocol Suite, IP Addressing, Subnet, NAT, PAT
  • Linux: setup SVN Repository, Reverse Proxy Server to allow employees to use Payroll and HR Portal

Training Faculty

CDAC – Pace ATC
07.2002 - 06.2003
  • Teaching Visual Basic and Handling Institute IT Infrastructure

Desktop Support

Adstock Business Networks Private Limited
11.2001 - 06.2002

Desktop and Hardware Support

Adstock Systems Private Limited
04.2000 - 10.2001

Education

BSc - IT

Kuvempu University
01.2012

Pre-University Exam -

Pre-University Bangalore
01.1994

S.S.L.C -

Karnataka Secondary Education Examination Board
01.1992

Skills

  • Linux Administration
  • Log Analysis
  • Contact Center Software Support
  • AWS Log Insights
  • Analytical thinking
  • Technical communication
  • SQL

Accomplishments

Have provided quick and effective solutions in all the roles handled with issue resolution in mind.

Personal Information

  • Title: Senior Specialist Technical Support Engineer
  • Date of Birth: 05/04/76
  • Nationality: Indian

Timeline

Senior Specialist Technical Support Engineer

Livevox Solutions Pvt Ltd
10.2015 - 11.2024

Logus Business Systems India Pvt. Ltd.
08.2003 - 03.2015

Training Faculty

CDAC – Pace ATC
07.2002 - 06.2003

Desktop Support

Adstock Business Networks Private Limited
11.2001 - 06.2002

Desktop and Hardware Support

Adstock Systems Private Limited
04.2000 - 10.2001

Pre-University Exam -

Pre-University Bangalore

S.S.L.C -

Karnataka Secondary Education Examination Board

BSc - IT

Kuvempu University

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