Srusty Jagan Mohan Rao
Bangalore
Summary
Dedicated and detail-oriented professional with extensive experience in providing technical support for NICE Voice Recording systems across multiple regions. Seeking to leverage expertise in a challenging new role. Developed skills in fast-paced business environment, including data analysis, stakeholder communication, and strategic planning. Seeking to transition into new role where these skills can be applied and further developed. Committed to leveraging analytical expertise and problem-solving abilities to contribute to organizational success.
Overview
18
18
years of professional experience
Work History
Sr. Infrastructure Engineer
JPMorgan Chase & Co.
09.2013 - Current
- Provide support for NICE Voice Recording-related issues across APAC, EMEA, and NAM regions
- Troubleshoot and resolve technical issues to ensure seamless operation of voice recording systems
- Collaborate with cross-functional teams to enhance user experience and system performance
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Analyze NICE Sentinel Server alerts and review NICE VRSP and CUCM logs to identify the root cause of recording failures
- Perform health checks on all NICE Perform 4.1 Loggers, applications, databases, and NICE Interaction Servers
- Monitor and configure NICE Sentinel servers for optimal performance
- CUCM cluster migrations from CUCM 8.6 to CUCM 10.5 versions
- Upgrade from NTR to NTRX application, transitioning to cloud-based recording solutions
- Provide T3 support for Redbox recording application, including configuration and upgrades
- Coordinate with Redbox vendors for installation of upgrades and patches
- Evaluated emerging technologies to determine potential benefits, risks, and impacts on current infrastructure environments.
- Streamlined data center operations by consolidating servers and optimizing storage solutions.
- Played a key role in the organization''s digital transformation journey by enabling agile infrastructure solutions that supported evolving business needs.
- Mentored junior engineers in best practices for deploying and managing complex IT infrastructures.
Sr. Infrastructure Engineer
Mphasis an HP company
10.2009 - 09.2013
- Support Symantec corporate staff by configuring CISCO IP Extensions and CTI for users based on server location in NICE Perform 4.1
- Manage NICE recording accounts and channels for all Symantec employees taking calls, including addition/deletion
- Generate NICE QA reports and run queries for user call recordings
- Monitor and maintain NICE Web Services on application servers, Sentinel servers, database servers, and NICE Loggers
- Oversee Remedy queues and handle incident, change, and problem management requests
- Address severity issues (Serv1, Serv2, Serv3, Serv4) and provide on-call support for applications
- Regularly interact with Network Operations (NOC), Windows Operations, Database Management, and other IT teams during outages and project-related activities
- Provide on-call support for Apropos and NICE Perform applications
- Act as a point of contact between team counterparts in the US, EMEA, and APJ regions
- Check server logs and manage IVR on Apropos servers
- Use WebEx to remotely resolve issues for Symantec internal employees
- Conducted thorough risk assessments on proposed infrastructure changes, mitigating potential negative impacts before implementation.
Support Engineer
SANpulse Technologies
10.2012 - 02.2013
- Provide application support for SANpulse and SANatomy applications
- Generate data migration reports for clients using SANpulse
- Utilize JIRA ticketing tool to track and complete assigned tasks/tickets
- Conduct application regression testing and document build and release notes for software updates
- Run SQL health check queries for client databases
- Perform regular smoke tests using Qualitia software
- Conduct quality analysis and testing for the SANlogics application
- Execute SQL queries to generate reports and check stored procedures (SPs) in SQL Server
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
Sr. Technical Support
Brigade Corporation India Pvt. Ltd.
07.2007 - 05.2009
- Provided technical support for HP customers through chat for HP products (Pavilion & Presario desktops and notebooks)
- Troubleshot network, operating system, and other queries related to HP notebooks
- Supported customers through real-time chat support
- Participated in regular training sessions on quality and customization
- Responsible for sales of HP products through real-time chat support
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
Education
B.E - I.T
S.R.E.S College of Engineering
01.2006
Skills
- Technical Support
- NICE Voice Recording Systems
- NICE Sentinel Server Monitoring & Configuration
- NTR and NTRX Application Management
- CUCM Migrations
- Redbox Recording Application Support
- Troubleshooting & Problem Solving
- Ticketing tool: Remedy 75
- JIRA
- Zoom Meeting and Phone migration
- CISCO Migrations
- Data analysis
- Requirements gathering
- Team collaboration
- Project management
- Quality assurance
- Change management
- HP Service Center
- HP Product Support
- Incident & Change Management
Languages
English
Hindi
Telugu
Bengali
Marathi
Personal Information
- Date of Birth: 05/20/84
- Gender: Male
Hobbies and Interests
- Playing cricket
- Playing football
- Playing chess
Additional Qualifications
- Course in Visual Basic 6
- Workshop for Linux (Red Hat certified)
- ITIL Foundation V3 Certification
- CCNA and MCITP course
Timeline
Sr. Infrastructure Engineer
JPMorgan Chase & Co.
09.2013 - Current
Support Engineer
SANpulse Technologies
10.2012 - 02.2013
Sr. Infrastructure Engineer
Mphasis an HP company
10.2009 - 09.2013
Sr. Technical Support
Brigade Corporation India Pvt. Ltd.
07.2007 - 05.2009
B.E - I.T
S.R.E.S College of Engineering
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