TAPESH PATEL

Directed the contact center and DevOps technology ecosystem for multiple accounts, managing in CS Infocomm Product, Amazon Connect, Avaya, and Verint.

Designed and deployed Amazon Connect contact flows, integrating DynamoDB, AWS Lambda, and Amazon Lex Bots for intelligent interactions.

Implemented advanced call routing solutions, including profiles, queues, callbacks, and dynamic emergency messaging.

• Created automation solutions for self-service IVR and AI-driven call handling to enhance customer experience.
• Integrated Amazon Connect with CRM platforms to facilitate seamless data exchange.
• Developed applications using Python, Node.js, and Java, incorporating AWS Lambda APIs for cloud automation.
• Configured CI/CD pipelines with Terraform and CloudFormation to streamline deployment processes.
• Optimized call handling and agent workflows to significantly improve operational efficiency.

Leadership and stakeholder coordination

• lead daily hurdle calls to facilitate alignment between the Network Operations Center (NOC) team, Level 1 (L1) support teams, and other stakeholders for addressing infrastructure challenges and MACD (Moves, Adds, Changes, and Deletions) requests.
• Collaborate closely with key stakeholders to discuss problem investigations, identify known issues, and implement appropriate resolutions.

OEM and Vendor Management

• Act as the primary point of contact for coordinating with Original Equipment Manufacturer (OEM) teams to address user-related issues involving Avaya and Verint solutions, ensuring efficient troubleshooting and issue resolution.

Change Management and Scheduling:

• Strategically plan and schedule system changes, ensuring proper representation of upcoming modifications in Change Management (CAB) meetings.
• Oversee the timely execution of weekly and monthly patching cycles, implementation tasks, and updates via the ServiceNow portal to maintain system integrity and performance.

Incident and Problem Resolution:

• Actively monitor and resolve day-to-day issues reported by the client or identified during regular system health checks, ensuring minimal disruption to business operations.

Client Relationship and Collaboration:

• Foster and maintain strong, professional relationships with clients by demonstrating exceptional communication skills, thereby building trust and promoting collaborative partnerships. Ensure the successful delivery of projects by maintaining thorough documentation, adhering to deadlines, and aligning project deliverables with client expectations.

Quality Assurance and Documentation:

• Conduct rigorous quality assurance assessments to identify areas for improvement, optimizing system performance, and enhancing overall product functionality.
• Write, review, and edit technical documentation to meet industry standards, ensuring clarity, and compliance with template requirements.

Technical Review and Design Validation:

• Evaluate and review technical designs and drawings developed by CAD technicians and drafters to ensure accuracy, feasibility, and alignment with project specifications.

Cost Estimation and Project Specifications:

• Developed comprehensive cost estimates and detailed project specifications for proposals, ensuring alignment with client requirements, budget constraints, and operational objectives. This process involved meticulous analysis of resources, timeframes, and technical components to deliver accurate, reliable proposals.

Internal Design Review Participation:

• Actively participated in formal internal design reviews, contributing valuable insights and technical expertise to assess and refine proposed products and components. This collaborative effort ensured that the designs met both technical standards and business objectives, fostering a culture of innovation and continuous improvement. Date of birth: 16/08/1991; Nationality: Indian; Phone: +91-9766796491; Email: tapeshpatel1991@gmail.com; Gender: Male; Location: Nallasopara (East), 4012.

Client: Bank of America (remote).

Job Responsibilities:

Leadership and team coordination.

• Led daily hurdle calls to ensure seamless alignment between the Network Operations Center (NOC) team, Level 1 (L1) support teams, and other stakeholders, specifically focusing on resolving NTR (Nice Recording) infrastructure issues, and addressing MACD (Moves, Adds, Changes, and Deletions) related tasks.
• Directed day-to-day activities, including comprehensive server health checks, real-time dashboard monitoring, and incident (INC) investigation in collaboration with Level 3 (L3) teams to resolve complex technical challenges.

Problem Investigation and Stakeholder Collaboration.

• Facilitated problem investigation sessions with L3 teams and key stakeholders, effectively identifying and addressing known errors within the system.
• Coordinated troubleshooting efforts with the Windows and Cloud Operations teams, ensuring timely and efficient resolution of issues impacting overall system performance.

Cross-Functional Coordination and Issue Resolution

• Collaborated with the Cisco team to address user-related issues, including troubleshooting Vox and CDR (Call Data Record) discrepancies.
• Worked closely with the Trader Voice team and Cisco to assess and manage the impact of third-party changes on NICE services, ensuring that endpoint details and integrations were unaffected.

Voice and Playback System Validation Conducted.

• Thorough enterprise voice and trader voice validation, including ensuring proper functionality of handsets and speaker calls, and validating playback systems for high-quality performance.

Change Management and Scheduling.

• Planned and scheduled system changes in Splunk, ensuring that weekly and monthly updates were accurately represented in Change Management meetings and CAB calls.
• Managed the scheduling of regular patching cycles and the implementation of ad-hoc requests, maintaining service continuity, and mitigating any potential disruptions to business operations issues, utilizing remote access to identify root causes and deliver timely solutions.

Routing and Queue Management

• Configured and optimized the Queue Manager based on client-specific requirements, enhancing call management efficiency.
• Administered VDN/Vectors, hunt group routing, and skill-based routing with agent IDs to ensure effective call distribution and resolution.

Monitoring and Reporting

• Monitored system performance and generated comprehensive reports on a daily, weekly, and monthly basis, ensuring that all voice systems operated efficiently and effectively.
• Regularly assess and address issues discovered during routine health checks, maintaining optimal system performance and client satisfaction.

GE Healthcare Project.

Job Responsibilities:

Client Communication and Voice Support

• acted as the primary point of contact for coordinating with clients regarding voice-related issues, ensuring efficient resolution, and maintaining consistent service delivery.
• Collaborated with the client to manage and address Voice over IP (VoIP) infrastructure concerns, providing comprehensive support, and ensuring all service-level agreements (SLAs) were met.

System Configuration and Extension Management

• Managed the day-to-day tasks related to the creation and management of Avaya IDs and WFO IDs, ensuring smooth user onboarding and system integration.
• Programmed Avaya extensions based on user and business unit requests, including features such as bridge connections, call forwarding, call coverage, and more, tailored to client specifications.

Troubleshooting and Issue Resolution.

• Demonstrated expertise in troubleshooting and resolving customer-reported issues, particularly those related to Avaya Communication Manager 6.0 and other telephony systems.
• Handled moves, adds, changes, and deletions (MACD) procedures for extensions, ensuring minimal disruption to end users and operational continuity.

Recording and Quality Assurance.

• Managed the Automated Call Recording (ACR) system, addressing customer-raised concerns related to recording functionality, and ensuring system reliability.
• Provided troubleshooting support for Workforce Optimization (WFO). Issues, utilizing remote access to identify root causes, and deliver timely solutions.

Routing and Queue Management.

• Configured and optimized the Queue Manager based on client-specific requirements, enhancing call management efficiency.
• Administered VDN/Vectors, hunt group routing, and skill-based routing with agent IDs to ensure effective call distribution and resolution.

Monitoring and Reporting.

• Monitored system performance and generated comprehensive reports on a daily, weekly, and monthly basis, ensuring that all voice systems operated efficiently and effectively.
• Regularly assess and address issues discovered during routine health checks, maintaining optimal system performance and client satisfaction.

Service Desk L2 Engineer

Client: WNS Global Services

Job Responsibilities

Technical Support and Issue Resolution.

• Provided comprehensive support to both internal WNS employees and external clients, resolving application-related issues through remote access to user systems.
• Logged major issues and escalated them appropriately, coordinating with engineers for in-depth troubleshooting and resolution.
• For client-specific issues, I escalated technical problems to the client as needed, ensuring timely resolutions and client satisfaction.

Reporting and Documentation.

• Generated and submitted daily, weekly, and monthly reports to higher management, tracking system performance, issue resolution, and operational metrics.
• Updated employee details in internal databases, ensuring accurate and up-to-date records for the organization.

Team Leadership and Training.

• Ensured compliance with Service Level Agreements (SLAs), effectively managing team performance, and ensuring adherence to support timelines.
• Led team management activities, including training, mentoring, performance reviews, and shift roster management, fostering a culture of growth and accountability.
• Provided training and guidance to new team members, ensuring they were well-equipped to handle support tasks, and contribute to team goals.

Client and stakeholder coordination.

• Organized and attended meetings with higher management and client management teams for feedback, reviews, and process improvement discussions.
• Coordinated with other service teams to streamline daily operational activities, ensuring consistent and efficient service delivery across the organization.

Client: HDFC Bank.

Job Responsibilities:

Client Communication and Voice Support

• served as the primary point of contact for coordinating and resolving voice-related issues with the client, ensuring the effective and seamless operation of their telephony systems.
• Collaborated closely with the client to meet Service Level Agreements (SLAs), providing end-to-end support for voice solutions.

System Configuration and Extension Management

• Managed day-to-day tasks such as the creation of Avaya and ACR IDs, ensuring proper integration and access for users.
• Programmed Avaya extensions per client requests, including features such as bridge connections, call forwarding, call coverage, and other telephony services, ensuring system functionality aligned with client needs.

Troubleshooting and Issue Resolution.

• Actively troubleshot and resolved customer-reported issues, leveraging expertise in Avaya Communication Manager 6.3 to provide prompt, effective solutions.
• Administered Moves, Adds, Changes, and Deletions (MACD) procedures for user extensions, ensuring minimal service disruption.

Trunk and System Monitoring:

• Monitored trunk status and analyzed system errors to proactively identify and resolve potential issues, ensuring uninterrupted service.
• Generated detailed daily, weekly, and monthly reports to track system performance and resolve any discrepancies in the network.

Recording and Routing Management.

• Managed the Automated Call Recording (ACR) system for recording solutions, addressing customer concerns, and ensuring the reliability of recorded data.
• Configured and managed VDN/Vectors, hunt group routing, and skill-based routing with Agent IDs to optimize call distribution and enhance customer service delivery.

System Health and Maintenance.

• Conducted regular health checks on the telephony system, promptly identifying and addressing issues as they arose, to maintain optimal system performance and client satisfaction.

Team Lease Services Ltd.

Client: WNS Global Services

Job Responsibilities:

Client Communication and Voice Support.

• Acted as the primary point of contact for all voice-related client requests and issues, ensuring swift and effective resolutions for voice system concerns.
• Provided comprehensive support for SIP and IP telephony, addressing a range of voice issues and service requests from end-users, thereby ensuring smooth telephony operations across the organization

System Configuration and Extension Management

• Programmed Avaya extensions based on specific requests from users, business unit admins, WNS call center employees, and project coordinators, enabling features such as bridge calls, call forwarding, call coverage, and more to meet client requirements.
• Executed Moves, Adds, Changes, and Deletions (MACD) procedures for user extensions, ensuring all updates were performed accurately and on schedule.

Troubleshooting and Issue Resolution

• Actively troubleshot and resolved voice-related issues, providing timely solutions to clients and ensuring minimal disruption to day-to-day operations.
• Collaborated with local technician groups to address technical issues and resolve system-related concerns, maintaining system integrity.

Voice System and Reporting.

• Managed and maintained the NICE Call Recording system, ensuring all user recordings were accurately captured per client specifications.
• Monitored trunk status and system errors to proactively identify potential issues, maintaining system uptime and performance.
• Generated and delivered daily, weekly, and monthly call reports to clients and higher management, offering insights into system performance and usage.

Routing and Call Management.

• Administered VDN/Vectors, hunt group routing, and skill-based routing with Agent IDs to optimize call distribution and enhance customer service delivery.
• Oversaw system health by conducting regular health checks, troubleshooting any identified issues, and ensuring system reliability.

Administrative Responsibilities.

• Ensured strict compliance with SLAs, maintaining service quality, and client satisfaction.
• Configured and installed Avaya IP phones, ensuring proper functionality and integration within the organization’s network.
• Coordinated with various service teams to streamline daily operational activities, supporting seamless collaboration and communication.