Summary
Overview
Work History
Education
Skills
Fathername
Maritalstatus
Personal Information
Disclaimer
Languages
Affiliations
Accomplishments
Certification
Timeline
Volunteer
Santhi Kumar Puppala

Santhi Kumar Puppala

Hyderabad

Summary

Analytical Technical support representative adept at resolving complex network/ technical issues. Critical thinker who addresses issues quickly and who consistently meets the performance standards. Level-headed and logical analyzer in stressful situations with well-developed skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Grade III Senior System Engineer (Assistant Manager)

Teleperformance
Madhapur
07.2023 - Current
  • Provide support coverage for multiple locations during designated shifts including night shift as needed
  • Manage the infrastructure related to Nice Engage, Nice Uptivity, CTLog and Speech Analytics (Verint)
  • Manage contact with the vendor of each related platform according to the existing support contracts, including but not limited to handling escalation processes, tickets opening and follow up, etc
  • Perform maintenance windows according to change control processes for each subsidiary and Provide support and assistance for DRP and BCP activities
  • Handle backup procedures over the infrastructure and restore recording for quality, operations, and customer during the life cycle of the client
  • Meet contractual commitments with each client, related to recordings percentage, SLAs, and design and coordinate the implementation of digital recording services for new and existing LOB’s
  • First point of escalation to solve incidents, problems related to Digital Recording and manage technical support for the incidents and prioritize appropriately for customers, ensuring adequate resolution within service level agreement targets
  • Proactively identify potential platform issues and collaborate with the appropriate team to deploy solutions, conduct deep dive analysis before engaging other teams for resolution
  • Engage with clients and partners to provide status updates for solutions to restore service and drive issues to restoration/resolution and provide clear Root Cause Analysis (RCA)
  • Work in resolving assigned tickets on related platforms (Service Desk, Service Now, etc.), outages and reported problems, doing the proper follow up
  • Participates and leads in Incident Management bridge/calls related to Nice Engage, Buran and Nice Uptivity infrastructure, troubleshoot, and provides evidence as required
  • Perform improvement over the service implementing best practices and guidelines
  • Provide reports on a weekly or monthly basis according to clients’ needs regarding service operation, including existing reports or development of new reports
  • Provide vulnerability reports, performing corrective and preventive actions over related findings including those reported by Security teams
  • Knowledge on Storage technologies to design and manage the infrastructure
  • Knowledge on Avaya platform (CTI AES, licenses TSAPI and DMCC), Technology knowledge such as SaaS, Networking such as TCP/IP, HTTP, SFTP, Proxies, Web Services, Firewalls, Security and Relational Databases (MSSQL, Oracle, MySQL)
  • Windows Active Directory, DNS, DHCP, IIS, Tomcat and email design and troubleshooting
  • Hands-on experience on Call Center on premises and cloud-based solutions
  • Good debugging and analytical skills where the primary objective would be resolutions of the critical environmental issues
  • Able to explain technical detail and provide guidance to internal stakeholders with excellent communication and presentation skills
  • Awards: Best Performer Award for Q1, 2024.

Avaya Senior Engineer (Tier3)

Quess Corp Ltd
Madhapur
12.2020 - 05.2023
  • Handling Medium and Low severity tickets for the Verint WFM v15.x and Avaya Workforce Optimization Select v5.x product which is a web-based suite of tightly integrated tools designed to enhance and improve all aspects of any contact center operations and performance
  • Checking and maintaining the recording system in enterprise manager as per customer requirement on Avaya/Verint recording solution in v15.2 system
  • Troubleshooting and fixing the call recording issues both audio & screen (Active and passive recordings)
  • Knowledge having with recording components like IPCapture and Recorder Integration service
  • Monitoring the servers, Analyzing Access/ Error Logs and identifying potential issues in Windows server environment
  • Monitoring and working on the Verint Alarms based on the criticality
  • Experience in Handling network tools like Wireshark, network tester and packet capture
  • Preparing the maintenance report and Co-ordinated with team regarding tickets and critical issues in weekly call
  • Managed the remote locations through Avaya Spaces, LogMeIn, Cisco WebEx, Microsoft teams, Team Viewer, Any desk, VPN etc
  • Avaya Call Recording issues management in all aspects and Logger attachments issues
  • Checking the logs in Screen recording and Voice recording issues
  • Station mapping for outbound and inbound recording issues as per OP’s requirement
  • Troubleshooting and resolving the issues integrated with Microsoft SQL Database Management
  • Troubleshooting Complex Call and Screen Recording issues like Call Archiving, Call Playback, Call recordings, Calls missing, Screen recording related troubles and reports integrated with Avaya/ Verint WFM suit on different Telephony Integrations
  • Working with Business Partners for Patching/ Migration/ Upgrade activities on Servers
  • Performing Health Checks on Avaya Contact Recorder (Advanced), and perform Simple or Complex MACD (Moves, Add, Change or Delete) requests that include the KB/Patch/HFR/Hotfix upgrade deployments and WFO SSL Certs installs based on the customer requirement
  • Extracting and exporting data from the MSSQL Database server related to different call recording platforms (Calls with required labels)
  • User administration and Privilege Management unless LDAP(s)
  • Creation and Managing Storage Rules for Recording, Archiving, Purging as per retention policy
  • Troubleshooting issues related to Application, Web, Database, Recorder integration
  • Overall experience on Verint Recording Solution from v11.x to 12.x and Avaya Contact Recorder (v12.x) Having exposure on various compliance metrics like HIPAA and other security policies
  • Achievements: ‘Spot award’ for the best Service Delivery Q3-2022.

Sr. Technical Support Engineer (U2)

TECH MAHINDRA BPS
Madhapur
04.2018 - 01.2020
  • Technical troubleshooting for Internet and Copper (Phone) services of Verizon
  • Creating timely based tickets in accordance with the issues with Verizon Services
  • Providing outstanding support for the services utilized by Verizon Customers
  • Resolving issues at the best possibilities and escalating certain issues to the concerned departments with Verizon internally on timely basis
  • Providing support through ‘Go to Assist’ (GTA-Remote Desktop Sharing) application if required
  • Maintaining Quality parameters with a benchmark Standards
  • Valuing Best Customer Satisfaction policy for setting up a better Service Standards day to day.

Jr. Technical Support Engineer (U1)

MWebware Software Services Pvt Ltd.
Madhapur
10.2016 - 04.2018
  • Technical troubleshooting for TRIAD application and PCs (if required)
  • Resolving the issues through a Webinar remote desktop session or by scheduling meetings with the Site users
  • Reporting high priority issues to the concerned department through JIRA system
  • Completing the scheduled tasks and training sessions implemented by the Client through Multi-Instance platform (Citrix)
  • Dedicated and highly responsible towards work and the security policies of the Client (HIPPA and HHS) as well as the Company policies
  • Telephonic and email communication with the users with the highest standards of International Voice and Non-Voice processes.

Tele-Sales Executive

HBL Global Private Limited.
Ameerpet
11.2015 - 10.2016
  • Telephonic approach towards the customers of HDFC bank offering them with Working Capital-Over Draft loans for Self Employed and Business Entrepreneurs
  • Offering and generating quality leads for Banking products like Home Loan and Business Loan/Personal Loan
  • Being a part of effective projection towards business and product delivery to the customers
  • Skilled in Microsoft Office for presenting the business reports and targets on monthly basis
  • Lead role in collection of facility documentation, trained and certified with Induction on HDFC Bank products.

Customer Service Executive

Virsyti Info Solutions
Madhapur
11.2013 - 05.2014
  • Inbound calls and trouble-shooting the user's computers
  • Remote desktop support through multiple Webinars like Remote PC, Team viewer, GoToMeeting and many
  • Installing the software on their computers through the lead generated by the internal team to the customer
  • Generating reports on a weekly and monthly basis
  • Client meetings for overall business improvements.

Education

Bachelor of Technology - ECE

01.2012

Intermediate - MPC

01.2008

SSC - Board of State Education

01.2006

Skills

  • AVAYA Workforce Optimization Select
  • NICE Engage Recording System
  • AVAYA Contact Recorder Advanced
  • GENESYS Cloud Cx
  • AVAYA AES
  • VERINT Workforce Management
  • CALL TECH (CTLOG) Recording
  • On-Prem and Cloud Virtualization
  • Servers and storage Management
  • Incident Management
  • Troubleshooting Skills
  • Project Management
  • Workforce Management
  • Employee Motivation
  • Remote Support
  • SLA management
  • Windows OS and Linux v6x
  • MS office proficient
  • Typing Speed- 40 wpm
  • Excellent Collaboration Skills
  • Excellent Communication
  • Leadership with trustworthiness & ethics
  • Technical Support

Fathername

Sankar Puppala

Maritalstatus

Single

Personal Information

  • Date of Birth: 05/20/1991
  • Nationality: Indian

Disclaimer

I hereby declare that all the details furnished above are true to the best of my knowledge and belief.

Languages

Telugu
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Spanish
Beginner
A1
Italian
Beginner
A1

Affiliations

  • I play and coach Basketball. I love this Game.
  • I am an artist. I draw, sketch and Paint well.
  • I have three kittens which I love to spend time with.
  • I practise listening, speaking and reading everyday for enhancing my communication skills.

Accomplishments

  • STAR Performer Award - Q1, 2024 - Teleperformance
  • SPOT Award for the best Service Delivery - Q3, 2022 - Avaya
  • PAT ON THE BACK - Q1, 2019 - Tech Mahindra (Verizon)
  • BRAVO - Q2, Q4, 2019 - Tech Mahindra (Verizon)

Certification

  • Genesys Cloud Cx: Implementation
  • Genesys Cloud Cx: Contact Center Administration
  • Genesys Cloud Cx: Reports and analytics
  • Genesys Cloud Cx: Workforce Management

Timeline

Grade III Senior System Engineer (Assistant Manager)

Teleperformance
07.2023 - Current

Avaya Senior Engineer (Tier3)

Quess Corp Ltd
12.2020 - 05.2023

Sr. Technical Support Engineer (U2)

TECH MAHINDRA BPS
04.2018 - 01.2020

Jr. Technical Support Engineer (U1)

MWebware Software Services Pvt Ltd.
10.2016 - 04.2018

Tele-Sales Executive

HBL Global Private Limited.
11.2015 - 10.2016

Customer Service Executive

Virsyti Info Solutions
11.2013 - 05.2014

Bachelor of Technology - ECE

Intermediate - MPC

SSC - Board of State Education

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