Satyapramod Amani

• Rejoined Byjus and started working on stabilizing the infrastructure again.
• Expansion of calling setups licenses to 40000 and maintained LA at 94% ensuring revenue and BCP .
• Implemented Salesforce CRM for the Post Sales Setup. This was one off the major transitions for Byjus Calling Platform.
• Provided 100% uptime support during COVID.
• Enhancement of SIP Calling Lines overnight for COVID calling for all the sales & post sales team members who were working from home.
• Implemented Domain Login URL's with security features.
• Was one off the key member in implementation of Cyber Security in the IT Infrastructure.
• Migrated the setups back from Cloud to In House during cost optimization.
• Implemented the WhatsApp for Business in Byjus for the first time for enchanting various calling strategies.
• Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
• Led teams of up to 50+ personnel, supervising daily performance as well as training and improvement plans.
• Assisted senior leadership in managing all aspects of operations.
• Assessed risks associated with team activities and implemented appropriate procedures to mitigate potential problems.
• Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
• Supported capital project planning and contributed to feasibility studies.
• Provided strategic analysis for manufacturing life cycles, technologies, process validations, and robustness.
• Worked closely with management to provide effective assistance for specific aspects of business operations.
• Led team of 10+ Senior professionals in special projects and daily operations.
• Evaluating the products for the organizations.
• Taking critical decisions on handling the emergency situations during downtimes.

MAJOR ACHIEVEMENTS: & OBJECTIVES

• Implemented the Work From Home solution to entire 40k users in less than 48 hours.
• Upgraded the SIP Trunks of all the providers by overnight.
• Onboarded new calling platform (Knowlarity) for sales team during Covid.
• Knowlarity complete end to end project was executed in 4 days with complete CRM Integration.
• Grown as a IT Advisor & Solution Architect on the calling solutions.
• Working closely with VP & CEO's office for major projects.

• Had a very short period with the employer due to some emergencies
• During this very tiny tenure initiated the migration of PRI to SIP technology on the calling lines which saved a huge commercials for the organization.
• Did initiated the activity of Smart IVR for Ola Customer Care and partner care.

• Handled Sales Team calling of Byjus with 2000 Telephony Licenses with 21 servers and 11 SIP TRUNKS & 3 E1’s (PRI)
• Migrating the PRI's to SIP Technology.
• Leading the IT Team & guiding them on various implementations.
• Maintenance of Contact Center Application.
• Expansion of Call Center Setups with a minimum time frame of 6-7 hours with all the CRM Integrations.
• Worked on Leadsquared CRM from IT perspective and making sure all the logs are getting dumped into the CRM without any issues which were important for sales team calling.
• Implementation of Handling the API’s of Leadsquared for the Integration with contact center application for various activities.
• Handled the procurement of SIP expansion along with Server infrastructure expansion.
• As a team lead profile guided the team with the documentation & notes which help them to understand both theory & practical part.
• Sharing the reports with higher management for the HRMS Management.
• Configured the Free IP PBX for the internal management for intercom as well as Conference facility as a part of cost optimization which saved around 1 Lakh Per Month.
• Upgraded the team on troubleshooting the issues at different levels upto L2.
• Vendor Management.
• Troubleshooting the issues on L4 level and getting the same resolved by vendors.

MAJOR ACHIEVEMENTS:

• Migrated the Byju's Customer Care Inbound IVR Setup in a span of 2 days with all the integrations from one platform to another platform.
• Stabilizing the Calling Infrastructure of Byjus.
• Streamlining the process of calling with sales team and prepared the SOP Documents & Manuals for ease of process & function.

• Handling Customer Care department’s IT Infrastructure of Myntra Designs Pvt. Ltd.
• Leading the Customer Care support IT Team & preparing the roaster for the entire IT Team.
• Maintenance of Contact Center Application.
• Implemented the first ever Order status/returns/refund based IVRS in myntra customer care with API Integration with Myntra ERP Tool.
• Implementation of third party CRM (Oracle - Right Now).
• Completed the Customer Care movement with very less downtime of 3 hours with fail over enabled for both Infrastructure & PRI (Telephony).

IMPLEMENTATIONS DONE:

• Implemented Historical Database & ACP Server for pulling out older dates reports post clearing up the data from the LIVE Database.
• Implemented Right Now CRM Application tool for entire customer connect department.
• Implemented URL Integration between CRM Tool & Contact Center Software for integrating customer data with CRM for calling purpose.
• Patch updates in regular intervals for the Customer Connect Department for smoother operations.
• Expansions of floors for CC Team with respect to IT concerns.

ACHIEVEMENTS IN MYNTRA:

• Awarded as GRAND MASTER for handling the IT with very less issues and providing good support for the uninterrupted calling in Customer Connect Department.
• Handled the GOSF (Google Shopping Online Festival) without any issues for 2 years.
• Handled the End Of Reason Sales Event with hassle free IT Infrastructure which made a big impact on the CC Infrastructure Team.
• Implemented the Order Status IVR in myntra for the first time along with Refunds, Returns & Exchange policies with the help of TTS & Myntra API’s.

• I was one off the key player for handling the entire south india technical support for calling platform, implementations.
• Taking care of all the new installations in South India as a onsite engineer and providing the complete training to customers on the contact center application & completing the projects with sign off.
• Providing Onsite & Offsite Support issues to various customer. Doing the basic troubleshooting (L1 & L2) and escalating the same to L3/L$ team for the resolution with proper logs.
• IVR deployment and Testing with all the test cases as per customer requirement.
• Installation of Digium, Sangaoma PRI Cards and Audio Code devices.
• Also worked as a Resident Engineer (For Kochar Infotech Pvt. Ltd) during my tenure in Drishti.

ADDITIONAL RESPONSIBILITIES:

Also worked as a Resident Engineer for Kochar Infotech Pvt. Ltd., one of the esteemed client of Drishti Soft Solutions Pvt. Ltd. Handled 5 Locations (Amritsar, Bangalore, Kolkatta, Vadodara, Ludhiana,) of Kochar Infotech Pvt. Ltd. & completely looking out all the L1, L2 level issues and escalating the L3/L4 level issues to technical and R&D team.

IMPLEMENTATIONS DONE AS A RESIDENT ENGINEER IN KOCHAR INFOTECH:

• Implementation of Various IVRS for Different Inbound Processes.
• Ameyo Voice Logger for Cisco ACD by capturing the RTP Packets through network layer (using wireshark) and converting them as voice recording.
• Implementation of Chat Setup for Kochar Websites.
• Implementation of ASR (Auto Speech Reorganization) IVRS for automatically sending the GPRS Settings to the Mobile on the basis of MOBILE BRANDS & MODELS with Nuance Technology.

RESPONSIBILITIES AS A RESIDENT ENGINEER:

• Handling of Daily issues of all the locations & guiding customer team for resolving the issues.
• Activity on Monthly database maintenance activity for smoother operations.
• Upgrading the Patches in server & dialer for latest releases & up gradations.
• Debugging & troubleshooting of PRI(E1)/SIP (VOIP) Logs for the Call Disconnection/Voice Issues in the dialer.
• Co-ordinating with L3 or Escalation team on checking the issues and resolving them.
• Co-ordinating and implementation of IVR with Integration of 3rd Party CRM/API.
• Resolving other Location issues through remote access (VNC/Team Viewer).
• Troubleshooting & debugging in Voice Logger issues and Co-ordinating with Local Network Team on the Packet Capturing status (RTP) for the voice logger.

• My profile was to take care of entire contact center application (Calling Platform) along with IT Work.
• Maintained the entire IT Infrastructure of Techaries Soft Pvt. Ltd.,
• Creating Campaigns, users, maintaining Database & uploading of leads for predictive dialing.
• Taking care of all types of dialing algorithms along with VOIP Minutes configurations.
• Handled multiple international calling processes.
• Creating the default CRM’s for different campaigns.
• Managing vendors.
• Carrying out monthly maintenance activity.
• Taking care of all the system issues and FTP sites for uploading & downloading the leads.

• Maintained response times to support business continuity.
• Performed root cause analysis of reported issues to enact corrections.
• Providing Technical support on asterisk dialer (ViciDial).
• Asterisk installation & IP Phone configurations.
• Training to customers and on site visits for resolving the issues in calling along with resolving the issues through remote also.

• Maintained files, records and chronologies of entry activities.
• Taking care of branch office with respect to IT Infra.
• Troubleshot and resolved various IT Related issues like internet connectivity and general software and hardware issues.
• Vendor Management and maintenance of AMC.
• Daily transferring & downloading the data from/to head office.
• Working with Accounts department on P&L & Balance sheet preparation.