Praveen Kumar HK

• Part of Production support team and supporting to multiple voice applications
• Provide support to Genesys call routing, Backoffice, Aspect Dialer, Alvaria Calltech-OnQ (Outbound) and other in-house reporting-based applications.
• Work with development team to understand new business requirements and implement the same in production on the basis of UAT results.
• Own the responsibility of overall application handover from development team to application support team and extend it to end users.
• Regular monitoring and analyzing all the application functions and features to make sure business continuity.
• Make sure that all application issues and limitation problems are tracked and raise JIRA against it on the basis of RCA and follow up till closure with Dev team.
• Providing the end user communication for critical issues like service delays/disruption with ETA's.
• Daily system and application health checks are performed to ensure the smooth running of the application.
• Handling user queries related to reports, daily jobs schedules/Database management and providing the solutions within the specified SLA's.
• Discus with user and prioritize the issues (tickets) or enhancement for quarterly application releases.
• Provide support during User Acceptance Testing to Development team.
• Communicate workarounds to be followed to team till the issue/work order gets complete/resolve.
• Raising issues to development team and working with them closely for permanent fixes through calls.
• Monitoring and responding to system alerts
• Troubleshooting and resolving system issues
• Performing system maintenance and upgrades
• Providing technical support to users
• Creating and maintaining system documentation
• Developing and implementing system automation processes
• Testing and deploying new software releases
• Managing system backups and restores
• Analyzing system performance and capacity
• Developing and implementing system monitoring tools
• Hands on knowledge of ServiceNow- Incident/ Change tracking tool.

• Part of Voice Operation team. Client – American Express. Supporting Avaya, Cisco and Genesys voice products
• Remote Maintenance and troubleshooting of Avaya call processing Servers and Gateways across the globe
• Administration and maintenance of AVAYA Media Server & Media Gateway
• Administration of voice mail systems (Intuity Audix & Intuity LX , Modular Messaging, Aura Messaging)
• Responsible for managing telecommunication servers and applications.
• Responsible for day to day adds, moves, changes, and user troubleshooting
• Responsible on troubleshooting Avaya S8XXX server, CM, SM/SMGR, AES, CDR, CMS, AES servers and applications.
• Configuring and troubleshooting problems related with IP Phones / Soft phones.
• Maintaining the ACD (Automatic Call Distribution), VDNs, hunt groups and coverage path for call routing and processing, modifying vector as per the requirement. Activation of holiday messages. Creating VDN’s, Vectors and Hunt Groups.
• Creating Agent and supervision Id’s. Adding, modifying and deleting the ACD names in CMS.
• Troubleshooting IP phone registration issues.
• Know about calling search space and partition.
• Configuring translation and route pattern and Creating voice mail and password resets.
• Working with vendors to resolve voice related issues with PRI issues.
• Adding, modifying and removing the Agent groups, Agent Login ID’s, Splits/skills, trunk groups,
• Monitoring the status of all the Trunks, Announcements, Voice related Servers at fixed regular intervals ensuring all were working fine without any errors.
• Routine health check on PBX trunks, voice channels & loggers to ensure that network is stable performing
• VDN and vectors. Administrating user’s permissions.
• Supporting ACD and PBX features and CMS Administration
• Identify network system issues, troubleshoot, and provide solutions
• Quarterly maintenance reboot activity for all the servers.
• Creating / Managing AAR and ARS call flow for the projects.
• Implemented system administration and regular maintenance for remote locations
• Resolve customer issues reported via ticket queue in a timely manner.

• Providing remote support to the JPMorgan sites with Avaya and Cisco systems around the globe.
• Leading the team which is responsible to provide System/User configuration details from Avaya PBX for the Cisco migration project (North America Region).
• Coordinating with project manager and the Cisco engineers and escalations management
• Understanding requirement of the cisco and guide the team accordingly.
• Distributing the project work to team members according to their skill set.
• Customer Management - Key technical contact for day-to-day telephony support for internal JPMC offices. Monitors and responds to internal trouble and service request processes, ensuring service request and problems are satisfactorily resolved in a timely manner.
• Work involves configuring day to day requirements of System Features, Incoming and outgoing call routings, Dial plan, Station Features, Digital Phones, IP phones, Soft phones Vectoring, Announcements as per the SLA of tickets
• Work involves talking ,emailing and online chatting to clients and Analyze their needs and configure their phone line as per their needs
• Administration of Cisco call manager, Unity and call manager express
• Administration of AVAYA Media Server & Media Gateway
• Administration of voice mail systems (Intuity Audix & Intuity LX , Modular Messaging, Aria and Octel)
• Supporting ACD and PBX features and CMS Administration
• Supporting to soft phone and VOIP phones
• Setting up Cisco IP Phones, 7961, 7962 and 9971 Video Phones and Cisco IP Communicator.
• Configuring call pickup group, Call parking ,Group pick up, hunt group, BAT ,creating Forced authorization for secure dialling
• Administration of AVAYA Media Server & Media Gateway
• Administration of voice mail systems (Intuity Audix & Intuity LX , Modular Messaging, Aria and Octel)
• Supporting ACD features and PBX features
• Administration of CMS
• Supporting to soft phone and VOIP phones
• Configuration of VDNs, Vectors, Split/Skills, Agent Login Ids & Extensions as per the requirement.
• Configuration of Analog, Digital, IP phones as well as Call Masters as per requirement
• Working on CMS to adding users providing user rights for Skills, Vector and VDN.
• Configuration of Trunk Groups/Route Patterns/ VDNs, Vectors, Split/Skills, Agent Login Ids, & Extensions as per the requirement.
• Addition and deletion and managing the announcements,
• Interacting with cable vendors and Avaya and raising work order for data and voice connectivity
• Interacting with local tech of JPMorgan for voice and data connectivity wherever tech available
• Co-ordinate on Changes to the Voice networks as per the defined Change Management process
• Maintain client SLAs through Process management, Incident Handling and Escalation, Change Management.
• Ensure that proper Impact communication in Bridge calls & Close all Business Critical/Urgent tickets within SLAs.

CORE RESPONSIBILITIES – TEAM MANAGEMENT

• Queue management that includes tickets assignments
• Monitor Pass due and Push Other to Complete and help them to close the Request.
• Take on team duties or roles to help the team function most effectively.
• Searches for best practices and creative solutions to meet customer and business needs.
• Addresses issues that are of concern to others.
• Handle team member’s requests/escalations when they are on vacation.
• Distribute project and ticket workload evenly to the team members.
• Monitor the requests daily overview report to ensure even distribution of workload according to skill set.
• Monitor the requests past due report to ensure teams compliance with past due goal.
• Provide bi-yearly constructive feedback to manager on team member contributions for performance input.
• Work on E mails which are coming to group mail ID.
• Help to new team members to understand process and daily work.
• Updated WIRE database when it required.
• Providing process improvements suggestions to Manager via monthly status reports submissions.

KEY PROJECTS DELIVERED

• Station Review (More than 150 Sites) - match up users details slated for migration, feature in Avaya, migration to Cisco (compatibility with Cisco), update
• PBX Analysis - Segregate, digital, analog and x-ported stations; VDN, Vector details, hunt groups, TOD Details, DID Review
• Tools for Station Review – Analysis and recommendation for best tools to be utilized in station review work during Avaya to Cisco migration

ACHIEVEMENTS

• Multiple Migration Projects (Cisco IPT migration projects) have been done for various locations in North America Region’s with Global Project Managers & Implementation Team of Cisco.
• Process Improvements & Global Project Standardization- Involved right from the concept stage and went on to assist in implementing some of the industry's best practices