Ankit Jain (Genesys Technical L2 Support Engineer) Email: ankitjain14@yahoo.com Mobile: +91-9967614249

CAREER OBJECTIVE

To work in a competitive environment that effectively utilizes my analytical, interpersonal, leadership and organizational skills to conceive and achieve solutions. The solutions which help the organization in not only meeting its targets, but also allowing it to grow, thereby, enhancing my own skills as an individual and as a key player in the organization's development.

EXECUTIVE SUMMARY

Passionate Intercultural Expert with +2 Years Of Experience in Genesys Telecom CTI Technology & MSSQL Database Administration & Built Up Well Known Genesys Technical expert Personnel. End to End Adherence of Genesys Foundation, Layered Framework, T-Network, CTI Platform, CIM Platform, VoIP Technology, GVP Platform, IVR Development & DBMS Management. A self-motivated and organized professional providing thorough and skillful support to department with Strong Background of Project Management & Team Elevation. Demonstrated track record of successfully managing small to large projects from start to finish.

EDUCATIONAL QUALIFICATION

Bachelor of Technology (B.Tech) in Computer Science of Technology (2008-2012) from Bharti Vidyapeeth Institute of Technology affiliated to IP University, Delhi with an aggregate of 64%.

Diploma in Computer Science and Engineering (2005-2008) from MG Polytechnic, Hathras (Aligarh) affiliated to B.T.E, UP with an aggregate of 75%.

H.S.C. Passed with 66 % from Kids Corner Happy Sr. Sec School, CBSE Board in March 2004 Firozabad. S.S.C. Passed with 58 % from Kids Corner Happy Sr. Sec School, CBSE Board in March 2002 Firozabad.

.

CAREER EXPERIENCE

Current Employer - One-Point-One Solution Pvt Ltd, Navi Mumbai

Role : Genesys technical L2 Support engineerPeriod : Apr’15 - Till Date

Tools : SQL Server 2012 & 2008.

Database & Dialer Responsibilities

Installation, up gradation & configuration of SQL Server 2005/2008/2012.

Creating Database and Data Tables. Creating Data Users & Defining Access Level for Database Security. Create Users and assign permissions based on the level of database access the user would

need. Data Translation From Table To Table, Database To Database And Server To Server. Maintaining Daily Backup for SQL Database. Maintaining MDF And LDF Files With Daily, Quarterly And Monthly Backup. Writing SQL Queries for Data Analysis. Ability to identify and troubleshoot SQL Server production issues including server resource

issues. Deploying & upgrading genesys application. Installation, Up gradation, Configuration of Genesys application. End to end configuration for outbound and inbound Business. Designing Inbound Call Flow Architecture in Interaction Routing Strategy. Configuration of Media Gateway to Align VoIP with Genesys T-Framework.

Previous Employer – SmartConnectt Technologies Pvt Ltd.

Role : Genesys technical L2 Support engineer Period : Oct-12 – March-15

Tools : SQL Server 2008 R2

Database Responsibilities

Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication and High Availability strategies for MS SQL environments.

Strong knowledge of indexes, index management, integrity checks, configuration, patching. Writing stored procedure for capturing interaction data in DB. Job scheduling or maintenance jobs in SQL Server 2005, 2008, Backups & restoration,

disaster recovery using log shipping and database mirroring. Designing SQL Views by relating and combining different Tables, Databases or Servers by

defining joins. Monitoring available disk space on daily basis on all database servers. Create Linked Servers to SQL Servers and other databases. Design database Backup and Restoration Strategy. Once created the database Backups,

monitor those backups are being performed regularly. Creating and maintaining Indexes, performing database shrinking, memory settings,

monitoring CPU usage and Disk I/O activity. Setup High-Availability as part Disaster Recovery Strategy for the Databases. (Failover

Clustering, Database Mirroring, Log Shipping and Replication). Working knowledge of SSAS, SSRS, and SSIS. Familiarity with windows server, security, storage components.

Genesys Roles & Responsibilities

We were providing support to 16 Serco locations which includes approx. 60 different processes and approx. 2500 seats. This project is having both inbound and outbound process.

Monitoring all Genesys applications, installing and configuring Genesys user interface tools which include CME, OCM, CCPulse, DMA, SCI and installing and configuring Hyperion application.

End to end configuration for outbound and inbound Business. Designing Inbound Call Flow Architecture in Interaction Routing Strategy. Configuration of Media Gateway to Align VoIP with Genesys T-Framework. Monitoring All Genesys Servers especially for Hard Disk Management, Active Alarms, and

security threats. Monitoring all Applications in the Genesys Framework. Co-ordination with NOC, Business Users, and senior DB team, server team, Internal IT staff. Provide support to operation team for generating reports useful for Business and IT Staff

also creating report templates in Hyperion & Genesys Interaction Application based on

operation requirement. Genesys Configuration Related Changes including Bugs Management for inbound and

outbound Environment. Documentation update for latest changes and Genesys architecture Management & Deployment of Change Request in Process Architecture as per Client

Requirement. Handling Incident Management for Escalations with High Severity Bugs. Escalation, Coordination and Management Genesys Lab Team for New Developments,

Major Customization Managing DBMS Activity, Timely Data Backup and Data purging on the SQL Database as

and when required. Designing SQL Views, Stored Procedures by relating and combining different Tables,

Databases or Servers for Real Time & Historical Business Data Reporting. Upgrading and updating the Genesys applications as and when required and requested by

the management for smooth functioning at the user end. Deploying Campaigns, Calling list, Dispositions, Setting Dial Orders, Agent Group, Filters,

Table Access etc. for any new process that is to be made live and conducting UAT (User Acceptance Test) for Dialer, Agent Desktop and Data Dumps for Reporting purpose.

Genesys Server Management and Services Hand Shaking Adherence. Customizing Routing Strategies for Mail/SMS/VOICE Blaster Platform. Uploading leads/tables on the dialer campaigns/database as and when received from

clients/operation team. Regular interaction with Clients, Operation Team, and Management Team to bridge the

knowledge gap within the Center/Organization. Providing RCA (Root Cause Analysis) to Operation team, Management and Clients as and

when requested in case of down time & High Severity Escalations. Conducting Testing / UAT for any new product or recent changes done in current system. Attending the escalation and conference calls with senior management and providing them

the solution / POA for any concerns raised by team. Have handled process migration activities i.e. movement of process which is running on

another dialer & another location to centralized location. Deploying & upgrading genesys application.

Genesys Configuration Manager [CME]

Working on CME to check Application & User level Configuration to identify 1st level Investigation for various issues.

Investigation & Troubleshooting on various Escalations related to Below Genesys Platforms:

Genesys URS & IRD [Genesys Universal Routing Server which Routes Voice & non-Voice interactions to Reliable

Target Resource as per the Strategy Instructions] Genesys OCS [Outbound Contact Server perform as Dialer Engine to Outcall Voice Interactions] Genesys T-Server [Managing Genesys Media Layer & Supporting CTI Applications] Genesys CCPulse Application [Provide Real Time Statistics & Intra-Day Historical Data for CME Objects & Working

Resources]

Investigation & Troubleshooting on various Escalations related to Below CTI Applications:

CTI-Smart desk Genesys IWS Generation of Contact Center Reports Daily Check-list to confirm Data Insertion in Database from Genesys Stat Server & Call

Concentrator.

Investigating Reporting Issues Related to Data-Mart, Data Sourcer & Call Concentrator . Troubleshooting on Call Routing Issues by investigating STAT Server, URS & T-Server Logs. Troubleshooting on Agent Desktop Applications (CTI) issues for Login, Data-Popup &Voice. Working on Ticketing tool i.e. Remedy iTAM Jeopardy Management. To Manage Escalated

Dockets. Hands on Knowledge on Installation & Implementation on Genesys Outbound & Inbound

Framework.

DIALER & SOFTWARE

Installation Of Software Components On Server ( Genesys 8.1 ) Configuration Server (Config Manager) Applications Server (Outbound Contact Manager) Stream Server (Recordings) Database Server (Database)

Troubleshooting On Servers for Genesys Components. Checking Services on Servers. Updating Config Server Creation Of User ID For Software Dialing Generating MIS Reports Through Genesys Call Center Reporting Tool ( Talk Time

Report, Disposition Report, Data Dump Report, Sales Report, Real Time Reports Etc.). Sending Logs Of Genesys Components To Genesys Team For Major Troubleshooting. Preparation & Implementation of Genesys For New Up-Coming Process.

TRAINING

Training on ASP.Net from MicroTech Pvt Ltd. Industrial training on J2EE (complete java) from velar soft institute.

PERSONAL DETAILS:

Date of Birth : 26th-Feb-1987Permanent Address : 14 G visha trust gaon devi road, Poisar, Kandivali (East) Mumbai, M.H-India

Name : Ankit Jain

Father’s Name : Lalit Kumar Jain

Marital Status : Single

Language Known : English, Hindi.

DECLARATION

I hereby declare that the above mentioned information is correct up to my knowledge and I bear responsibility for the correctness of the above mentioned particulars.

Date: Signature

Place: Mumbai