System Analyst
BTC Networks
Total years of experience :11 years, 4 Months
Design the contact center solution to meet the customer requirement.
Perform workshops with customers for requirement analysis and initial design.
Implementation, commissioning and support of Genesys and Avaya Contact Center solution, Avaya Workforce Optimization solutions, Genesys Quality Monitoring System (GQM)
Basic customization of the standard reports for Genesys Interactive Insights using SAP BO.
Create real time reporting dashboards using Pulse in Genesys Solution.
Document test plans to perform SIT and UAT after commissioning of the solutions.
Prepare hand over documents and guides to train the administrators and users.
Support the Telstrat Call Parrot / Engage Call Recording systems.
I completed my bachelor's in Information Technology at 73% grade and during my stay at the college, I was the team leader of Technical support team in the Software Development Team of the College. We successfully implemented our main project named i-Xplore. This project eases the work of the System administrator in a network with a Linux Server and Windows/Linux platform for the client systems. The Server system can be automatically mounted to the client systems which reduces the work of the system administrator to go on the site and enter the commands manually.
As a computer science student in my school, i was involved in programming codes at beginner level. The base and foundation of my career was built during this school days. I was involved in extra-curricular activities like Football and was part of the school team in various internal tournaments.
