Shashidhar Cheekoti
Hyderabad
Summary
+15 years in IT and more than 8 years of experience with CTI products techncal support,customizatipn , implimentation and consulting. Initially I started as a programer for agent CRM Functional design and customization of application for functional specific users with callcenter prodect's API . Latter I moved to Administration and tech support also involved in few implimentation projects.
Overview
22
22
years of professional experience
Work History
Genesys Engineer
HCL Technologies Pvt Ltd
Bangalore
07.2022 - Current
- Supporting for ANZ BANK Call center.
- Handles day to day issues reported.
- Preparing RCA same addresses in weekly meetings.
- Preparation of maintenance activities and schedule the activities.
- Changes, Enhancement and Maintenance of Genesys applicatuons and hosts
- Working on Reporting, Genesys Infomar on SQL Server and Power bI for presenting reports as per business rewuirenent
- Automation, Customization Environment health check and Integration with Service Now
- Also worked on BMC Control M for Job creation and scheduling.
Sr. Consultant
Moksa Technologies
Bengaluru
07.2018 - 06.2022
- As a senior consultant day to day activities and issue handling.
- Maintenance activities of applications.
- Preparing RCA for reported issue.
- Mentor for other junior engineers.
Sr. Genesys Consultant
SmartConnect Technologies
Hyderabad
07.2017 - 02.2018
- As a Genesys consultant Participated in discussions of client requirements.
- Involved in the implementation/upgrade of Genesys Applications.
- Preparation of Client handover documents /Meetings.
Network Engineer ( Team Lead role )
AT&T Global Business Solutions (I) Pvt. Ltd
Hyderabad
12.2010 - 07.2016
- Part of ERSC (Enterprise Routing Service Center) team, responsible for monitoring & resolving tickets for AT&T Genesys customers worldwide.
- Clients' Contact Center voice network platforms in a proactive manner based upon monitoring and ticketing, system events (BMC Remedy Ticketing).
- As a team lead Assist team members in the isolation and resolution of Contact Center reported Trouble tickets (driven by either monitoring system tickets or client requests).
- Participation on conference calls, using internal chat or IM system in trouble isolation and resolving in outages, (Verifying device logs, screen shots, health information).
- Working closely with other engineers, in troubleshooting, isolating and resolving client platform problems.
- Additionally working on trouble ticket management, metrics reporting, process improvement/documentation and support information data base updating and reconciliation.
- Participating in Migration and other upgrade plans Primarily working on Genesys products Support.
- Few Clients: American Airlines, HICS (Hosted Model).
Sr. Technical Support Engineer
Alcatel-Lucent (I) Pvt. Ltd
10.2010 - 12.2010
- Company Overview: The long-trusted partner of service providers, enterprises, strategic industries and governments around the world, Alcatel-Lucent is a leader in mobile, fixed, IP and Optics technologies, and a pioneer in applications and services. Alcatel-Lucent includes Bell Labs, one of the world's foremost centers of research and innovation in communications technology.
- Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
- Maintain the customer incident tracking system with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.
- Participate in the creation of Knowledge Base articles, solutions and other related support collateral.
- To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.
- To interface with Subject Matter Experts, where the problem cannot be resolved at a front line support level.
- To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organisation.
- Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours.
- Perform other related support duties, as required by the company.
- Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.
- Analysis of call logs to discover any underlying issues or trends.
- The long-trusted partner of service providers, enterprises, strategic industries and governments around the world, Alcatel-Lucent is a leader in mobile, fixed, IP and Optics technologies, and a pioneer in applications and services. Alcatel-Lucent includes Bell Labs, one of the world's foremost centers of research and innovation in communications technology.
- Company website: http://www.alcatel-lucent.com
Sr. Technical Support Engineer
iSmart Panache
Mumbai
12.2005 - 10.2010
- Company Overview: iSmart Panache (I) Solution Pvt. Ltd is services company focused on Next Generation Callcenter Technologies. iSmart panache is the strategy partner of Genesys Laboratories Ltd.
- Being Sr. Technical Support Engineer Genesys, Resolution Via Web (Using a Siebel CRM) for APAC/EMEA Genesys Customers.
- This support includes more on analyzing the Logs and Customer Environment and Simulating the problem Scenarios.
- As a Sr engineer Deliver the TOI(Transfer Of Information) Sessions to team (Genesys and Non Genesys).
- As a KCS coach Maintained Knowledge base Quality.
- Worked as a Consultant for few Genesys implementation Projects.
- ISmart Panache (I) Solution Pvt. Ltd is services company focused on Next Generation Callcenter Technologies. iSmart panache is the strategy partner of Genesys Laboratories Ltd.
- Achievements: GCP7 Certification CIM, COV, ROUTING, SIP and Part 1 of InfoMart.
- Got a place in Panache voice RAPORT for the contribution in Genesys implementation projects.
Executive –Application Support (CC 3)
Vanguard Info-Solutions Bangalore Pvt. Lt
Bengaluru
07.2005 - 12.2005
- Worked on Avaya and Ensemble pro Both Dialers and Worked on CRM integration Development and Customization.
- Used Avaya API and Visual Basic Code.
- Mostly in integration development of CRM, DB and CTI S/W.
- Also involved in Report Generation and Data preparation activities for efficient Dialer functionality for the business requirement.
Sr. Executive – Application Support
Acuserv Business Processes (p) Ltd
Hyderabad
05.2004 - 10.2005
- Dialer Management: Maintaining Dialer dialing Efficiency by Adjusting Algorithm parameters.
- Uploading Records to dialer.
- Generating Reports: MIS Reports, Dialer reports, Shift End reports, Sales reports, Dial-er usage reports etc.
- Maintaining Integrity Between Ensemble Pro Dialer CRM and Database (Information Fetching DB to Dialer CRM).
- Customizing User interface by Dialer API and Visual Basic Code.
- Data Mining Activities to prepare data/information for the Dialer.
- Customization of Reports In Excel VBA for the good presentation.
- Customization of CRM useful for Quality Assurance Team for Fetching Details as per the Agent CRM view.
- Some times look for network and System Administration functions as well.
Applications executive
OPTISERV MUSKAN
Hyderabad
01.2004 - 04.2004
Education
PGDCL - Office automation systems, secutity managementSystems
University of Hyderabad
Hyderabad, Telangana04.2003
A Level - It's simpler to MCA
Cat Academy
Hyderabad, Telangana09.2001
B.Sc - Merit certificate for Computer applications exam
New Noble Degree and PG College OU
Hyderabad, Telangana06.2001
Diploma in Advanced Software Technology - Its complete 2 years course covered Operating sysyems, windows and unix leaner, oops languages, C, C++, java, VB netorking concepts and more
CMC
Hyderabad, Telangana03.1999
Skills
- Genesys On-Premise and Clous
- Microsoft Azur
- AWS
- SQL Server
- Reporting Tools Power BI, Excel
- Team Management
- Service NOW
- BMC Control M
Languages
- Telugu, Native
- Hindi, Fluent
- English, Fluent
Personal Information
Hobbies: Knowing Technical Updates, Watching Cartoon shows
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
₹1500000/yr - ₹150000000/yrTimeline
Genesys Engineer
HCL Technologies Pvt Ltd
07.2022 - Current
Sr. Consultant
Moksa Technologies
07.2018 - 06.2022
Sr. Genesys Consultant
SmartConnect Technologies
07.2017 - 02.2018
Network Engineer ( Team Lead role )
AT&T Global Business Solutions (I) Pvt. Ltd
12.2010 - 07.2016
Sr. Technical Support Engineer
Alcatel-Lucent (I) Pvt. Ltd
10.2010 - 12.2010
Sr. Technical Support Engineer
iSmart Panache
12.2005 - 10.2010
Executive –Application Support (CC 3)
Vanguard Info-Solutions Bangalore Pvt. Lt
07.2005 - 12.2005
Sr. Executive – Application Support
Acuserv Business Processes (p) Ltd
05.2004 - 10.2005
Applications executive
OPTISERV MUSKAN
01.2004 - 04.2004
PGDCL - Office automation systems, secutity managementSystems
University of Hyderabad
A Level - It's simpler to MCA
Cat Academy
B.Sc - Merit certificate for Computer applications exam
New Noble Degree and PG College OU
Diploma in Advanced Software Technology - Its complete 2 years course covered Operating sysyems, windows and unix leaner, oops languages, C, C++, java, VB netorking concepts and more
CMC