1. Ashok Kumar Yadav
✉:- ashoky93@gmail.com
✉:- akumar_23@hotmail.com
☎:- +919007316060
☎:- +919936096664
5 Years work experience of Client Management with IP Telephony, Nortel Epbx
switches, Genesys 7.6, 8 Framework, Verint Logger Infrastructure management,
Windows servers.
Work Experience
Working as a voice technical consultant in Orange Business services (Magna InfoTech Pvt.
Ltd.) from July 2011- till 30th
April 2013.
A. Roles & Responsibilities.
Responsible for contact center servers and equipments like, CCMS, CCMA, CCT, VERINT,
Nortel phones, phone control server, PRI lines, Agent id creation deletion, IVR creation,
Nortel core reports, Day to day daily maintenance of Contact center servers like patch up
gradation of above mention servers and EPBX Provide solution for genesys Framework 7.6
for both inbound and outbound Responsible for Administration & Management of CTI
framework 7.6, T Server, I Server, Database, Perform periodic maintenance activities like
backup & changes to initial setup, Addition of Agents, phonesets on framework, Integration
& port config’s if Iserver with new AP’s on IVR, Making changes into system as per
changes done in ACD i.e. CS1K, Monitoring alarms in SCI, Resolving agent pop-up & UD
integration issues, Resolving IVR driver related issues e.g. incomplete data from IVR or no
data or driver malfunctioning. Provide solution for both inbound and outbound solutions.
B. Roles & Responsibilities.
Responsible for all devices of Nortel, servers and Nortel EPBX (MG1010, CS1000E,
CS1000M, CCMA, CCMS, 81C, MIRAN, MIROS) which is deployed in MphasiS BPO,
responsible for call volume monitoring of all Process, Agent id Creation, deletion, Skill set
modification, Hold music and announcement maintenance etc, Daily checklist and backup
etc. Maintaining Inventory of all devices like phone server switches several cards,
Configuration of all digital and analog phones, Communication of helpdesk clients through
mails.
Worked for Voice Support for AIRTEL East NOC from June 2010 to July 2011 in Wipro
InfoTech
Roles & Responsibilities.
Responsive for below mention devices and Day by day activity
Devices :- CS 1000E, CCMS, CCMA, Call Pilot, MIRAN, MIROS, TLAN, ELAN, Verint call
recording server, VAM servers, Genesys T and I server, Genesys CME, Veraz Media
Gateway, Links.
Responsible for traffic, call recording, agent id creation deletion in both Nortel and
Genesys. Responsible for Administration & Management of CTI framework 7.6, T Server, I
Server, Database, Perform periodic maintenance activities like backup & changes to initial
setup, Addition of Agents, phonesets on framework, Integration & port configuration if I
server with new AP’s on IVR, Making changes into system as per changes done in ACD
i.e. CS1K, Monitoring alarms in SCI, Resolving agent pop-up & UD integration issues,
Resolving IVR driver related issues e.g. incomplete data from IVR or no data or driver
malfunctioning.
2. Daily Activity: - daily checklist, backup of Servers and CPs all logs from all devices, agent
id creation deletion, skill sets creation modification, verint call recording monitoring, ACD,
DNIS creation modifications. Escalation through mails, call closer etc. Remotely support of
all 15 OSCCs (Out Source Contact centers). Managing Inventory for all deploys and spares
devices, also responsible for all reports.
Worked as a Voice and Network support in Wipro InfoTech (TSG Global P.V.T,
L.T.D) since Dec 2008 to june10.
A. Roles & Responsibilities (residential engineer at Airtel OSCC for Hosted Migration)
Install and resolved issues related Nortel soft phone, configure INI file and soft phone setting file,
Genesys T and I server, Genesys CME ,install and resolved issues related CTI agent desktop,
Resolve all desktop and voice related issue of HTMT Durgapur, install and resolved issues related
VERINT Playback, install and configure client sop, handle Contact Center Manager Access (CCMA),
Also perform daily checklist of ip and ports of all server remotely for All Hubs, Responsible for VAM
Server (connectivity as well as hardware failures) for Local OSCC, Also responsible for links.
B. 6 Months work experience in Bharti Airtel east helpdesk.
Roles & Responsibilities (At Helpdesk)
Responsible for Administration & Management of CTI framework 7.6, T Server, I Server,
Database, Perform periodic maintenance activities like backup & changes to initial setup,
Addition of Agents, phonesets on framework, Integration & port config’s if Iserver with new
AP’s on IVR, Making changes into system as per changes done in ACD i.e. CS1K,
Monitoring alarms in SCI, Resolving agent pop-up & UD integration issues, Resolving IVR
driver related issues e.g. incomplete data from IVR or no data or driver malfunctioning.
Pulling out OSCC reports from CCMA, network Congestion reports from Veraz media gateway, Also
pull out Point to Point Report, Trai and Hold Report, Network Utilization Report from various Wipro
tools. Create TNs, agent ids, reset TNs and delete Tns, Also responsible for Links status and Rout
points in CCMA, create new skill sets for various OSCCs, manage all signaling server of Nortel,
create, delete and configure agent ids in Genesys CTI and Genesys CME.
Worked as a System administrator in CIMIT Jajpur Town in Orissa since December
2007 to December 2008.
Roles & Responsibilities:
Administrate all Windows servers, like DC, ADC, Backup, antivirus, proxy Server etc of Human
Resources and Management System (HRMS) Project, Responsible for LAN connectivity. Provide
training to project resource about data entry on portal. Maintain all the P.C of This Organization and
also working from outside of the office in government sector like collectorate office of jajpur town
Orissa.
Worked as a Field Engineer in Lalani InfoTech since December 2006 to Dec 2007
Roles & Responsibilities:
Visit to client site and resolved system related issues
Resolved all windows administration and system related issue like Configuration windows
server backup, Os related Driver related Printer configuration etc, also resolve desktop,
printer and all IT related infrastructure issues.
Professional Qualifications
ITIL:- 72.5% Wipro.
Cisco Certified Network Associate (2010)94%
PGDCA (2008) CIMIT (PAT) Computer 60%
“O” Level (2004) DOEACC 60%
Master of Hardware and Networking engineering (2007) Lalani Computer Academy
95%
Pursuing MBAPGDBA from Symbiosis Pune
3. Technical Skills
Technical Skill in IP Telephony
Nortel CS1000, Genesys Framework, Knowledge of call flow, rout point, CDN, Skill sets, Verint call
recording, etc.
Technical Skill in Software
Operating System Known WINDOWS 2007, Windows Server 2008, 2000, XP, VISTA, LINUX
Languages: C, HTML, DHTML
Database: RDBMS, Visual fox pro
Office Package Ms Office 2000, 2003, 2007, XP
Call Center Applications Soft phone (NORTEL), Call Recorder (VERIENT), Computer Telephony
Interface-CTI (GENISIS Framework), CCMA (NORTEL)
Technical Skills in Hardware
Assemble all types of Desktops like IBM, Wipro, H.P, Dell etc. And Install all type of software and OS,
Knowledge of all Utility Software, Application Software, Win 98, Win 98SE, All Version of Win xp, Linux,
Ms Office 2000, XP, 2003, 2007 ,Tally 7.2, 9.0 Multimedia Maya animation, Photo shop Window Server
2000, 2003, NT etc. Trouble Shoot of all types of Desktops and laptops and maintaining SMPS,
MONITER, disk Partition and Formatting with all type of File system, Modem Installation & Configuration,
Printer Installation and configuration etc.
Technical Skills in Networking
Cable and cabling, LAN configuration, Peer to Peer Network configuration, Configure Cisco Routers,
Configure VLANs, Configure Cisco Switches (L2, L3), Configure Route path of Cisco Routers Using
OSPF, RIP etc, Installed all Cisco O.S of all Cisco router and Switches, Configure LANs with updated
device like L2 and L3 switches, Configure Raid for Microsoft Window’s server subnet configuration.
Technical Skills in Servers
Window 2000,2003, 2008 server Installation and configuration, Server up gradation from 2003 to 2008
version, Raid Level configuration, configure DHCP Server, Configure ADC Server, Configure Antivirus
Server, Configure all backup server, proxy server.
Extra Curricular Activities
● Also spread the awareness about IT sector with government society, locality
● Active participation in Social and Cultural work.
Personal Profile
DATE OF BIRTH : 1st
march. 1984
HOBBIES : Reading Newspaper, Watching informatics channel
LANGUAGES KNOWN : Hindi, English, Bengali and Oriya
Academy
Bachelor of Science Purvanchal University Jaunpur (U.P) 2005 Second
Division
Higher Secondary School U.P Board of Higher Secondary (U.P) 2002 Second
Division
Senior Secondary School W.B.B.S.E (W.B) 2000 Second
Strengths
Honest, Energetic and Optimistic, Quick Learner & share Knowledge with Others, Adaptability to Modern
Technology, Confident, Hardworking & dedicated. Excellent Coordinating Capability, Punctual
