Roopesh Kumar

• Developed and implemented comprehensive training programs for staff development.
• Managed a team of 8+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance on UCCX, CUCM, NICE CONVOX
• Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
• Led strategic initiatives to enhance operational efficiency across multiple teams.
• Managed cross-functional projects aligning technology solutions with business objectives.

• Demonstrated creativity and resourcefulness through the development of innovative solutions. Worked effectively in fast-paced environments. Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

• Demonstrated strong organizational and time-management skills while managing multiple projects. Identified issues, analyzed information, and provided solutions to problems. Resolved problems, improved operations, and provided exceptional service. Proven ability to develop and implement creative solutions to complex problems.

• Exercised leadership capabilities by successfully motivating and inspiring others.

• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Developed strong communication and organizational skills through working in a group.

• Managed a process re-engineering project to improve and consolidate end-to-end service processes; restructured the communication flow among 10 departments.

• Strategizing plans to achieve team goals in a timely manner, within the stipulated time frame. Creating and nurturing a positive work environment to boost productivity. Resolving queries and problems of the team members.
• Handling Problem Management Tickets and driving them to resolution.
Preparing Planning and executing Business continuity plan and Disaster
Recovery for the customer from NICE APS side.

• Create and maintain technical documentation to share experience and knowledge within the team. Creating proactive reports for various important customers and implementing them.

• ·Providing Project Deliveries ( eCEPs) for IBM Client Across India.
• Worked as Project Delivery Staff Engineer, Which Involved in Installing, Configuring & Troubleshooting Cisco Voice Gateways, SIP, CUCM and Avaya and Siemens Products.
• MACD, trunk groups, hunt groups, VDNs, and vectors for call routing and processing. Dial plan, route pattern, translation patterns, station features, and feature access codes.
• System Administration of the NICE, CMS and Qfiniti Call Recording Systems.
• Troubleshooting of Cisco, Siemens and Avaya Products- IP Phones and Call Flow issues.
• Vendor management & coordination for technical support and new installations.
• Project Delivery for CISCO, and AVAYA at IBM Client Site Across India.

• Through Manpower India Private Ltd

• As a Retainer