Hi, I’m
Sathyendiran Muthukrishnan
Bengaluru
Summary
M.Sc. IT with 17 Years of technology and telecom experience. 10 Years of experience with the BFSI sector and managing voice platform call center operations on Avaya, Oracle SBC, Genesys, and Cisco Back Office and supporting end users across the globe. I have an experience of managing a team and been as a SPOC for client and streamline processes across different services for greater efficiency. I also have experience in managing escalation tickets for both VOIP and SIP operations. Coordinating with multiple vendors, Avaya, AT&T, Verizon, BT, Singtel, and NTT Data, for the project activities. IT operations and expertise in managing and optimizing IT infrastructures. Ensure that all IT infrastructure components, including hardware, software, and networking, are running smoothly. Supporting day-to-day operations, we ensure that IT services are available and reliable, minimizing downtime and enhancing productivity. Manage help desk and ticketing systems, troubleshooting issues, and addressing the root causes of IT-related problems. Plan for data backups, disaster recovery, and security management to safeguard IT services and ensure their availability.
Overview
18
years of professional experience
Work History
LTIMindtree
Associate Principal Cloud & Infra Management
12.2014 - Current
Job overview
- Supporting Day Operation for AMEX Infrastructure on Avaya, Oracle SBC, Genesys, and Cisco Back office supporting End users
- Implementing and Managing Contact center solution such as Voice, Chat, email Channels
- Provisioning and Configuring Voice specs for the end users using GA and GAX
- Administering, managing and Operations of Genesys Voice platform
- Have been actively participated on DR exercise across all AMEX region
- Providing RIMS Support for the client AMEX
- SPOC for the client
- Planning activities, Patch Management, Upgrades and installations
- New branch office site transaction
- Handling escalation tickets in the VOIP and SIP operations
- Runs weekly review calls with vendors to maintain the faster resolution and proper escalation happens during major outage
- Join the weekly governance call with the client and describe the highlights and lowlights of the project
- Taking part in Service Improvement Plan (SIP) calls to discuss future improvement plan and running projects based on it
- Handling Long Pending Incidents (LPI) to closure
- Troubleshooting issues with SIP trunk call routing, digit converting
- In SBC and SM
- SIP call flow issues
- Mentored junior team members, contributing to their professional growth and development.
- Improved internal processes by implementing new tools and technologies that increased productivity levels.
- Developed data-driven reports to support informed decision-making among senior management team members.
- Evaluated business requirements and developed tailored solutions to meet client needs.
- Increased client satisfaction by effectively managing multiple projects and meeting deadlines.
- Developed strong relationships with clients through consistent communication and collaboration.
- Established strong relationships with vendors, negotiating favorable contracts that benefited both parties in terms of cost savings and service quality.
- Optimized inventory management systems for efficient material tracking and usage control.
- Reduced equipment downtime through proactive maintenance and timely repairs.
- Enhanced site efficiency by streamlining operations and implementing new processes.
- Standardized documentation procedures across all projects, minimizing errors while streamlining information flow within the organization.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Evaluated root cause analysis results to identify trends and implement proactive measures for future prevention.
- Trained team members on best practices for incident management, enhancing overall team performance and efficiency.
- Established strong relationships with external vendors/partners to expedite issue resolution when necessary.
- Improved incident response times by implementing efficient monitoring and escalation processes.
- Maintained servers and systems to keep networks fully operational during peak periods.
HCL Technologies
Associate Consultant
06.2014 - 11.2014
Job overview
- Administrating and maintaining call routing for Apollo Education group
- Responsible for day-to-day L3 issues/tickets raised by the customers
- Providing RIMS Support for the client Apollo Education group
- Administering the sites for optimum performance through periodical audits and reviews
- Planning activities, Patch Management, Upgrades and installations
- Solving the query of onsite engineers
- Handling P1 & P2 tickets, interacting with customers and solving the issue within the SLA
- Co-coordinating with Avaya for the upgrade of new sites transactions
ACS, A Xerox Company
Information management Senior Specialist
07.2012 - 06.2014
Job overview
- Maintaining and troubleshooting of AVAYA Media Servers S8800, S8710, S8730 and Gateway G650
- Setting up new Call flow as per the project requirement
- CMS report clarification, Maintenance of data backup of Nice storage server
- Maintaining and Troubleshooting Nice Sever (NICE Application, CLS, Storage server)
- Maintaining and Troubleshooting Analog, Digital and VOIP extensions
- Configuring a Dial Plan, Route pattern, Vector, VDN and the Hunt groups
- Voice mail configuration for the Agents
- Co-ordination with vendors for all voice related issues and for RCA
- Coordination with network team for solving voice related issues e.g
- Call drops and voice quality problem
- Ensuring that Archiving and Backups are taken of CMS
- Installation, configuration and maintenance of Nice Perform recording servers
- Creating and Changing Announcements
- Installing VAL board and uploading the wave files in the VAL board
- Mapping DNIS to the VDN or station as per the project requirement
- Changing the call flow as per the requirement of the Projects
- Installation, configuration and maintenance of witness recording servers
- Troubleshoot the call flow issues
- VPN phone implementation
- Location base routing and Call type routing
TCS E-serve International Ltd
Team leader
02.2010 - 06.2012
Job overview
- Managing 13 sites across globe by providing end to end support for any voice related issues
- Administration and maintenance of S87XX, S88XX, S85XX and ESS server
- Administration and maintenance of Nice perform 3.2 setup across globe
- Implemented G450, G650 Avaya media gateways
- Administration and maintenance of Aspect Dialers (6.6 SP2) across India
- Maintaining NOC setup to monitor entire voice setup across globe
- Vendor coordination for any voice related issue/escalation also for upcoming projects
Wipro Info Tech
Telecom Engineer
01.2009 - 02.2010
Job overview
- Administration and maintenance of Avaya S8700 servers
- Maintenance of CMS Servers
- Maintenance of Verint loggers
- Implementation of call routing and vectoring and queuing to skills
- Maintenance of T1 and E1 trunk
- Supervised & maintained Call billing Software (Telesoft)
- Administration and maintenance of Avaya Intuity Audix voicemail server
RT OUTSOURCING SERVICES Limited
Telecom Engineer
05.2007 - 01.2009
Job overview
- Involved in administration and maintenance of Avaya PBX and servers like G3csi, G3si, G3r, S8300, S8400, S8700, S8720 and ESS server as well as of Call Center ACD, which includes call routing, vectoring and Queuing to Skills
- Provide support to NICE 8.x version
- Accountable to maintain Media Gateways like G350, G650, G700 and Avaya IP Office 406 & 412
- Maintain the Extreme, Edge Switches & Call billing Software (Telesoft)
- Supported for Polycom
ORIGIN INFOSYS PVT LTD
Telecom Engineer
01.2007 - 05.2007
Job overview
- Administration and maintenance of Avaya S8700 and Nortel 61C and 81C PBX
- Day to day L1 issues
- Responsible for MACD request
- Responsible for call retrieval and backing up the agents calls via DDS 3 tape in the NICE logger’s
- Maintained NICE loggers and SCREEN loggers
- Supervised & maintained Call billing Software (Telesoft), took out call reports from the CDR and provided it to the user
- Administration and maintenance of Avaya S8700 and Nortel 61C,81C PBX
Education
Annamalai UniversityChidambaram
M.Sc.
12.2008
Madras UniversityChennai
B.Sc.
04.2006
Skills
- Ability to Work in a Team
- Communication
- Ability to Work Under Pressure
- Leadership Skills
- Critical thinking and problem solving
Languages
English
Tamil
Timeline
Associate Principal Cloud & Infra Management
LTIMindtree
12.2014 - Current
Associate Consultant
HCL Technologies
06.2014 - 11.2014
Information management Senior Specialist
ACS, A Xerox Company
07.2012 - 06.2014
Team leader
TCS E-serve International Ltd
02.2010 - 06.2012
Telecom Engineer
Wipro Info Tech
01.2009 - 02.2010
Telecom Engineer
RT OUTSOURCING SERVICES Limited
05.2007 - 01.2009
Telecom Engineer
ORIGIN INFOSYS PVT LTD
01.2007 - 05.2007
Annamalai University
M.Sc.
Madras University
B.Sc.
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