Sudharsan R
Chennai
Summary
A highly motivated and technically proficient Call Center Technical Engineer with 4 years of experience in supporting large-scale enterprise systems, call center technologies, and IT infrastructure. Adept at remote support, system troubleshooting, telephony administration, and delivering prompt, effective resolutions under pressure. Demonstrated ability to adapt in fast-paced environments, collaborate across departments, and enhance operational efficiency through process improvements and automation.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Engineer - Call Center Operations
Novac Technology Solutions Pvt. Ltd.
08.2021 - Current
- Delivered L1 and L2 support to over 700+ agents, minimizing downtime and ensuring SLA compliance using ServiceNow.
- Administered Aspect & Ameyo dialer systems, managing user creation, campaign setup, call routing, and DNIS configuration.
- Troubleshot critical issues related to inbound/outbound campaigns, telecom systems, network, desktops, and dialers.
- Maintained and optimized Aspect Dialer Tools: Unified Command & Control, Resource Manager, M3 Designer, Enterprise Monitor.
- Handled Windows & Linux server tasks, including service restarts, disk space management, patch updates, and redundancy monitoring.
- Installed and configured Windows OS, applications, and local/network printers across the organization.
- Managed and maintained VMware ESXi hosts and vCenter Server, ensuring stable virtual infrastructure.
- Hosted services on IIS (SSL and Non-SSL), resolving service disruptions and certificate issues.
- Executed SQL and Sybase queries for backend support and campaign data management.
- Maintained asset tracker, managed hardware/software troubleshooting for internal users via remote support.
- Developed Power BI dashboard for monitoring system downtimes and generating response analytics.
- Created knowledge base documents and trained new support engineers on SOPs and call center technologies.
Education
Bachelor of Engineering (B.E.) - Electronics and Communication Engineering
K. Ramakrishnan College of Engineering
01.2020
Skills
- Remote Desktop Support
- ITSM Tools
- VoIP & Telephony Systems
- Windows/Linux OS Administration
- Networking
- MS Office 365 & Email Configuration
- Incident Management
- Problem Management
- Change Management
- VMware ESXi & vCenter Server Management
- SQL
- Sybase Query Execution
- IIS Web Hosting
- Asset Management
- Printer Management
- Monitoring & Reporting
Websites
Certification
CompTIA A+ Certified
Languages
English
Tamil
Additional Notes
- Excellent verbal and written communication skills for cross-team coordination.
- Proven experience with campaign performance optimization and telephony infrastructure planning.
- Effective in documenting incidents, root cause analysis, and contributing to continuous improvement efforts.
Timeline
Technical Support Engineer - Call Center Operations
Novac Technology Solutions Pvt. Ltd.
08.2021 - Current
Bachelor of Engineering (B.E.) - Electronics and Communication Engineering
K. Ramakrishnan College of Engineering
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