SUNIL MOHAN DAGADE
Panvel, Navi Mumbai
Summary
To acquire the best technical skills and a long term responsible position in a growth oriented organization having a professional and challenging environment.
A qualified IT professional with 13.5 years Experience in Voice Domain. Work Experience on NICE Engage, NTR, NICE Fusion, NICE Compass, Communication Surveillance, Avaya, Cisco, Unified Communication, Media Gateways, VOIP Protocols.
Overview
14
14
years of professional experience
Work History
Senior Associate
DBS Bank
Mumbai
09.2024 - Current
- Work Experience on Cisco Call Manager, Cisco Voice Gateway (MGCP), Call Routing, Route Pattern, Configuring of Cisco IP phones, Cisco WebEx Phone service.
- Work Experience on NICE Trading Recording (NTR), NICE Engage, NICE Compass, NICE Communication Surveillance.
- Managing operation of Voice infrastructure for Back office, Contact Center, Trade Floor.
- Engaging and Coordinating with Vendors/Service providers for deploying best solutions for Voice Infra in cost savings through negotiations and vendor competition.
- Worked and delivered projects i.e. Avaya to Cisco Migration, Deployment of Voice Infra for new sites.
- Responsible for deployment and operations of Back Office, Contact Center and Trade floor Voice recording infra.
- Coordinate with Vendors/Service providers for licenses i.e. recording licenses, deploying PRI lines, Hotlines, Media gateways.
- Going through the process of purchasing (PO) and deploying required solutions.
- Perform and manage change activities during weekends/ Out of business hours.
- Work Experience on all type of recording methods TDM (Analog/Digital), Active VOIP and Passive VOIP.
Specialist
TATA Consultancy Services Ltd.
Mumbai
09.2019 - 09.2024
- Work Experience on NTR/Cybertech/NRX (NTR 6.x), NICE Engage, Verint Verba, NICE Fusion, NICE Compass, Communication Surveillance.
- Providing Support to CITIGROUP INC and Manage Day to Day operations to Support Voice Recording Infrastructure.
- Co-ordinate with Client for providing best solution for Green Field installation of NTR, NICE Engage, Verint Verba, NICE Compass, Fusion, CS.
- Preparing plans for NTR implementation as considering Enterprise, Trading, Communication Surveillance Solutions.
- Work Experience on troubleshooting of NTR, NIM, NICE Engage, Verint Verba integration with all type of PBX IPC Unigy/Cisco/Avaya etc.
- Work Experience on NIM 4.1, NICE Engage 6.7, Verint Verba.
- Work Experience on all type of recording methods TDM (Analog/Digital), Active VOIP and Passive VOIP.
- Analyzing logs, troubleshooting recording issues.
- Work Experience on MySQL, MSSQL Database.
- Work experience on Avaya.
- Work experience on Cisco.
Tech Lead Professional Services Engineer
NICE Ltd
Pune
05.2016 - 08.2019
- Work Experience on NTR/Cybertech/NRX (CT 5.x, NTR 6.x).
- Work Experience in Installation, implementation, configuration, troubleshooting on NTR.
- Work Experience on Installation and troubleshooting of NTR integration with all type of PBX Avaya/Cisco/BT Session Manager/IPC Unigy/Speakerbus etc.
- Work Experience on NTR integration with Microsoft Skype for Business.
- Work Experience on all type of recording methods TDM (Analog/Digital), Active VOIP and Passive VOIP.
- Work Experience on NICE Fusion servers, NICE Compass 3.x, Communication Surveillance server, NIM 4.1, NICE Engage 6.7.
- Deliver End to End project. Interactions with customer for providing best solution.
- Work Experience on Migration projects (NIM to NTR Database Migration).
- Completed projects for customers Barclays, Bank of America, AXA, Deutsche Bank, Morgan Stanley, Goldman Sachs, JP Morgan, RBC, Natixis, Wells Fargo, Capital Group, ABSA, General Medical Council, National Australia Bank Ltd.
- Analyzing logs, troubleshooting the recording issue.
- Work Experience on MySQL, MSSQL database.
Senior Analyst - Voice Engineer
Deutsche Bank Group
Pune
06.2015 - 05.2016
- Work experience on call recorder NICE NTR.
- Work experience on Communication Manager ver 6.2.
- Performing Daily Health Check, troubleshooting the issues for CM, NICE NTR.
- Experience on MySQL, MSSQL database.
- Collecting & analyzing logs of NICE, Avaya servers.
- Work experience on AES server, Avaya media gateways i.e. G650, G450.
Voice Engineer
Avaya India Ltd (On Payroll of Magna InfoTech)
Pune
02.2013 - 06.2015
- Work experience on Avaya Aura System Platform 6.0.3.0.3, SMGR Server, and Session Manager.
- Work experience on AVAYA Aura Communication Manager ver. 6.2.
- Virtualization Technology used in System Platform.
- SIP entity for communication manager, Session Manager, Contact Center Manager Server.
- Routing policy from the session manager to the AACC, CM, AEP.
- Avaya aura contact center configuration: CCMS, CCMA, CCT.
- Patch installation for AACC, CM, and System Platform.
- Work experience on Avaya Experience Portal 6.0, AACC 6.3.
- Installation & configuration of AAAD, Avaya One-X application.
- Work experience & troubleshooting on Dialogic IMG 1010.
- Taking call traces on CM for troubleshooting.
- Troubleshooting and maintenance Media Gateway G650, G450, G700.
- Adding Short codes, dial pattern in Session Manager.
- Troubleshooting call recording issues.
- Experience on Avaya Aura Orchestration designer.
Voice Engineer
AGC Networks Ltd (On Payroll of IT Source Ltd)
Mumbai
12.2011 - 02.2013
- Troubleshooting and maintenance of the S8500, S8800, S8700 Servers and Media Gateway G650, G450, G700, G430.
- Work experience on AVAYA Communication Manager ver. 6.2 & Communication Manager ver. 5.2.
- CM installation on servers like S8700, S8500.
- License & authentication file installation.
- Installation of IPSI Card.
- Upgrading Firmware for IPSI.
- Addition of route patterns, Network region.
- Designing call flow as per requirement.
- Experience on Avaya CMS supervisor 16.2.
- Experience on call logger like NICE (NIM 4.1).
- Daily back-up, system monitoring, alarms checking, health checking for Avaya and servers.
- Experience on Modular Messaging.
- Experience on Avaya IP phones like model 4610, 1608.
- Installation & Configuration of IP phones.
- Experience working in a call center environment.
- Good interaction with customers for Avaya issues.
Education
Bachelors of Engineering - Electronics & Telecommunication
Mumbai University
08.2011
H.S.C. -
Mumbai University
05.2007
S.S.C. -
Maharashtra State Board
05.2005
Skills
- Solution Designing
- Installation
- Implementation
- Configuration
- Troubleshooting
- Migration
- Signalling Protocols H323
- SIP
- Media gateway control H248
- TCP
- UDP protocols
- SNMP
- G711
- G729
- Avaya Media Gateways
- Port Network
- IP Network region
- Cisco Voice Gateways (MGCP)
- Active Recording
- Passive Recording
- NTR
- NICE Engage
- NIM 41
- NICE Fusion
- NICE Compass
- Communication Surveillance
- Avaya Communication Manager
- Avaya Session Manager
- Cisco Call Manager (CUCM)
- MySQL
- MSSQL database
- Team Management
- Interpersonal skills
- Problem solving
- Communication skills
Pan Card No
BHCPD2079L
Languages
- English
- Hindi
- Marathi
Technical Certifications
- NICE Certificate - NICE Trading Recording R6.5
- NICE Certificate - NICE Trading Recording Advanced R6.6
- NICE Certificate - NICE Trading Recording R6.5 - Troubleshooting Fundamentals
- NICE Certificate - NICE Communication Surveillance R2.6 Fundamentals
- NICE Certificate - NICE Trading Recording Fundamentals R6.6
- NICE Certificate- NTR Connectivity R2.1 - Microsoft Skype for Business
- NICE Certificate- NICE Engage R6.7 Fundamentals
- NICE Certificate- NICE Interaction Management R4.1 - NICE Support Engineers
- NICE Certificate- NICE Sentinel
- NICE Certificate- NICE Compass 3.1
- Verba Certified Solutions Professional
- Verba Solutions Expert Training
Personal Information
- Passport Number: N1608605
- Date of Birth: 05/20/90
- Nationality: Indian
- Marital Status: Married
Languages
Marathi
First Language
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Senior Associate
DBS Bank
09.2024 - Current
Specialist
TATA Consultancy Services Ltd.
09.2019 - 09.2024
Tech Lead Professional Services Engineer
NICE Ltd
05.2016 - 08.2019
Senior Analyst - Voice Engineer
Deutsche Bank Group
06.2015 - 05.2016
Voice Engineer
Avaya India Ltd (On Payroll of Magna InfoTech)
02.2013 - 06.2015
Voice Engineer
AGC Networks Ltd (On Payroll of IT Source Ltd)
12.2011 - 02.2013
Bachelors of Engineering - Electronics & Telecommunication
Mumbai University
H.S.C. -
Mumbai University
S.S.C. -
Maharashtra State Board