Maior Technical Profile

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Maior is headquartered at Chicago and has its offshore centre in Hyderabad. We endeavour to emerge as a leader in the offshore BPO services.

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Maior Technical Profile

  1. 1. Maior Technology Group TECHNICAL PROFILE OF MAIOR ITES Date13th September 2009 www.maior-ites.com
  2. 2. Contents • Goal • Connectivity • Server Specification & Usage • Dialer Details • Software • Process Management • Polices • Guidelines • Backup Plans • Summary www.maior-ites.com
  3. 3. Goal Design and maintain infrastructure to provide best, reliable and faster solutions which will enable us to do the operations contiguously www.maior-ites.com
  4. 4. Connectivity Secured MPLS Network for Voice Redundant Leased line/Broadband lines for Data Customized Dialer solution Toll free & DID’s along with Redundant Channels www.maior-ites.com
  5. 5. Connectivity Inbound Network Details: Voice • Secured MPLS IPVC network from Tata Communications • Type – E1 Connectivity • Bandwidth – 4 * 2 Mbps • Channels: 80 40 with G711 high performance Codec 40 with Advanced G729 Codec licenses. • DID Numbers: 3 • Tool Free Number: 1 • Router – CISCO 2821 www.maior-ites.com
  6. 6. Connectivity Data • External connectivity is provided by VSNL • Type - Leased Line connectivity • Bandwidth – 2 Mbps • Hybrid (Star and tree) topology • Router - MP1700 E Redundant Data lines: • Broadband Network From Tata • Bandwidth – 2 Mbps • Broadband Network From Airtel Communnications • Bandwidth – 2 Mbps www.maior-ites.com
  7. 7. Maior Secured Network Diagram www.maior-ites.com
  8. 8. Server Specifications IBM system x3650 Manufacturer of the computer: IBM – Processor: Intel(R) Xeon(R) CPU 5120 @ 1.86 GHz – RAM: 4GB RAM – HDD: 500GB – Drive: DVD/CD Writer – Network cards: 10/100/1000 Mbps – Keyboard: USB keyboard – Pointing device: USB mouse www.maior-ites.com
  9. 9. Server Specifications (Cont…) IBM xSeries 226 – Manufacturer of the computer: IBM – Processor: Intel(R) Xeon(R) 3.00 GHz – RAM: 4GB RAM – HDD: 500GB x 2 – Drive: CD Drive, FDD – Network cards: 10/100/1000 Mbps – Keyboard: PS2 keyboard – Pointing device: PS2 mouse www.maior-ites.com
  10. 10. Server Usage Description Type Quantity Domain Server 1 Data Server 1 Dialer Server 1 Backup Dialer Server 1 NICE Logger Server 1 Mail Server 1 FTP Server 1 Control Server 1 Total 8 www.maior-ites.com
  11. 11. Dialers • AVAYA, Customized VICI Dialer • Currently we are using Customized Predictive Dialer as avaya is not required from the clients end. www.maior-ites.com
  12. 12. Customized VICI Dialer Solution www.maior-ites.com
  13. 13. Major Vici Dialer Features • Inbound, Outbound and Blended call handling • Full USA FTC-compliance capability • Web-based agent and administrative interfaces • Integrated call recording and retrieval • Scheduled Callbacks: Agent-Only and Anyone • Scalable to hundreds of seats • Call Barging Facility • Call monitor and barging enabled flash Interface www.maior-ites.com
  14. 14. Software – Desktops are Microsoft Windows XP professional SP2 – Servers are Microsoft Windows 2000 & 2003 Server – SQL Server 2005 – Additional Software • Microsoft Office 2003 • Norton Antivirus 2006 • VPN and FTP www.maior-ites.com
  15. 15. Other Infrastructure • Switches: LINKSYS (48 PORT) & DLINK ( 24 PORT) • Routers: CISCO 2821 & MP1700 E • Headsets: Plantronics audio 625 with USB Noise Cancellers • WiFi: Netgear & DLink www.maior-ites.com
  16. 16. Resolution Flow Start Raise CRF Resolve the Service call Call and track Till close Get Approval Create From Get user problem IT Manager Feedback ticket Yes Escalations Approved ? Escalate to And alerts IT Manager No Stop Stop Huge Yes Impact ? No www.maior-ites.com
  17. 17. IT Policies Data Classification Policy Acceptable Use Policy Desktop Security Policy Access Control Policy Firewall Policy Internet Usage Policy Information Media types Internet Security Policy Antivirus policy Network Access Policy Analog/ISDN line policy Password Policy Acceptable Encryption Policy Security Policy Electronic Communications VPN Policy Policy www.maior-ites.com
  18. 18. Guidelines Data Centre Guidelines Desktop Security Guidelines Dialer Management Guidelines General IT Guidelines LAN Guidelines Laptop Security Guidelines www.maior-ites.com
  19. 19. Backup Plans Dialer Mail Server Media: Tape Media: DVD Mode: Normal Mode: Incremental Duration: Daily Duration: Weekly Twice (Wednesday & Sunday) List of Items: Database List of Items: User Mails Logger Data Server Media: Tape Media: DVD Mode: Normal Mode: Incremental Duration: Weekly Twice Duration: Weekly Twice (Wednesday & Sunday) (Wednesday & Sunday) List of Items: Voice Files List of Items: User Files www.maior-ites.com
  20. 20. Awards & Recognition • Last Quarter 2nd and 3rd Month we have achieved 99.50 % uptime • In Last IT Audit we obtained A+ • From company’s inception till today no one left from IT Department. Hence we achieved 0% iteration www.maior-ites.com
  21. 21. Future • Central software to manage • IT Finance Management • IT Projects team • Training in Avaya labs, VSNL data centre, Dialers etc., www.maior-ites.com
  22. 22. Summary Technology Team of 5 engineers and 1 IT manager. Systems are monitored and maintained through 24X7. Technical Assistance round the clock. Ensuring IT down time almost to zero. www.maior-ites.com
  23. 23. THANK YOU Visit Us At : www.maior-ites.com www.maiortechnologygroup.com www.maior-ites.com

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