1. Nilesh Jaiswal
Contact No. +91-9881827248 E-mail –niljaiswal100@gmail.com
Objective
To serve the firm with the best of my knowledge and with a keen interest to learn new things to achieve
high standards in the chosen career.
Looking for a career advancement opportunity with a company that will challenge my problem solving
skills and allow me to develop my knowledge & potential.
Academic & Professional Profile
• B.E in Computer Engineering, University of Mumbai in 2014
• Diploma ( Computer Technology) – MSBTE Board in 2011
• SSC – State Board of MH in 2008
Summary
 A successful IT Administrator with database and database administration skills across both Oracle
and PL/SQL.Having the ability to support the technical implementation whilst working on the
multiple projects.
 Preventive maintenance of applications to insure high availability of technology infrastructure and
breakdown support. Expertise on Genesys voice @ work and All Genesys Applications
 Knowledge of GVP 7.6./8.x Framework and SIP basics.
 Regular maintenance of application and database to ensure 99% availability for production
affecting application
 Flexible team player and with excellent communication, problem solving and understanding
skills.
 Good knowledge and understanding of Telecom fundamentals.
 Capable enough to take ownership and co-ordinate with the client for any changes and issues.
Professional Experience
Total IT Experience: 1.0 Years
 Since Oct-2015 working as Senior Executive Engineer in Reliance Tech Services PVT LTD in
Genesys and Support and maintenance for the In-house and Hosted call center.
Projects:
Consumer Flow *333 & 198 Prepaid,3033,1800 and TVP(Televerification process)
Client Vertex Pvt. Ltd & Jesus Call
Front End Genesys Voice Portal GVP 7.6
Back End Oracle 9i &10g

2. Team Size 4
Duration 6 months
Role Technical Support
Description In the consumer call flow,
o Business logic like special call treatment like VIP, Co-corporate (customer
specific).
o Database driven menus and routing of calls to appropriate set of agent skills.
o I have done the reengineering of the existing call flow which included the
additional features like preferred language support, announcing the call count to
customer.
o Routing call on priority basis according to his call count to customer care.
Worked on Genesys 8.X Implementation (Call Center Deployment at JESUS CALL)
• Good Knowledge Genesys Framework and Genesys Voice platform.
• Genesys Administrator (GA).
• Installation and Configuration of GenesysFramework 8.x Component.
• Installation and Configuration of Genesys Voice platform 8.x.
• Good understanding of SIP Protocol/Messages.
• Working on Genesys Routing Solution, Design with IRD.
• Goods hands on experience in upgrade of Genesys component.
• Troubleshooting the SIP server, RM, MCP, URS, Statserver logs and
• Providing RCA for the Critical Incidents.
• Working on the Incidents related to SIP server, IWS, Hard phone, Reporting
media gateway(Audio codes). Knowledge on E-Services
KEY RESPONSIBILITIES:
• Regular enhancement of application and databases to maintain desired scalability and
performance.
• Providing Maintenance & system monitoring and troubleshooting.
• Outbound server and campaign management and maintain and designing the complete IVR
database.
• Creation of New VDN and vectors, hunt in communication manager.
• Troubleshooting of both inbound and outbound processes and monitoring & maintenance of IVR
and AIR server.
• Dynamic configurations carried out for offers for the consumer flows of prepaid and postpaid
services.
• Migration and routing of calls as per business requirement sent to FCC for implementation,
interaction with clients and responsible for deployment.
• Responsible for fetching reports from CMS and media gateway CDR.

3. • Configurations and installations of Genesys Component.
• Inbound ,Outbound and conferencing processes in Genesys.
• Reporting in CC pulse
• Migration and deployment of call flows.
• Patching PRI at mediagateway to patchpanel.
• Firewall policy setting,Creation of objects.
Key Skills and Competencies
• Effectively managing and maintaining the process applications and clients without affecting the
customer service or features.
• Execution of process and enhancing monitoring with tools whenever needed.
• Helping business in providing new services and to meet the SLA committed to the customer.
Training undertaken
1. Genesys Framework and Routing.
2. SIP Overview
Interesting Subjects
 Network communication
 Genesys 7.6/ 8.X
Personal Information
 Father’s Name : Narendra S Jaiswal
 Gender :Male
 D. O. B. : 9th June 1992
 Marital status : Single
 Nationality : Indian
 Permanent Address : Sailay out,Ward No :06,At Post Tah Parseoni,Dist Nagpur, Pin-441105
Declaration
All the information furnished above is true to the best of my knowledge & belief. And I can show all the
Supporting for the above information whenever asked for.

4. DATE:Oct-2016
PLACE: Navi Mumbai (Nilesh Jaiswal)