Highlights:

Skills:Project Management, PureCloud Architech, PureConnect Architech, IP Telephony, Networking

Expert System Engineer 09/2019 - current
Allscripts India LLP, Bangalore, Karnataka India
Industry: HealthCare Information IT
Team Management Specialist Project Management Specialist Project Delivery Expert Genesys Pure Connect/PureCloud Expert Telecom Expert
Team Management Specialist: >Lead three teams supporting the business-critical network, phone systems and Contact center essential to the daily operations of the company. >The teams consist of highly talented 18 people with Cross-functional reporting to support all Allscripts Offices across the US and India in a 24/7 operation. >Responsible for providing Vision and guidance on long-term system growth and development. >Identify resources from the team and allocate enhancements/projects as required by business needs. >People management responsibilities include working with employees on career development, setting educational goals, creating performance improvement plans, and holding monthly one on one meetings and daily standup call. >Work directly with IT leadership to implement effective strategic business goals for the team. >Participate in organization planning, providing leadership and support to ensure business objectives are met. >Establish clear performance expectations, hold people accountable for results and provide employees feedback to improve performance. Project Management Specialist: > Dictate Business Analyst Skills. >Manage several infrastructure projects within the IT services portfolio within Allscripts PMO. >Communicate and work with the business to design and develop various solutions as needed by the business partners. >Work independently translating customer expectations in integrations. >Vendor management on Telecom Circuits/Toll-Free/ACD Application license/upgrade. >Oversee entire operations of Genesys/ Telecom infrastructure. Genesys Pure Connect Expert: >Design the Architecture for the Allscripts ACD Application including A) Network Architecture B) Server Architecture C) Topology Design between offices and Between Countries. >Provide expertise on the complete Genesys PureConnect Platform. >Design and Configure call routing functions within Genesys PureConnect. >Design and configure departmental queues, skill sets, hierarchy trees, etc... >Troubleshoot and resolve any problem affecting the application and ensure the application functions peak performance. Telecom Expert: >Expert Management in Cisco Call Manager Operations. >Builds, Maintains and validates Allscripts Custom Integrations between Cisco Call Manager and Genesys. >Deep Level Analysis of Cisco VoIP Call Processing and Troubleshooting. >Design and Configure Cisco Unity, SIP gateways, Jabber, Telepresence, and other telecom components.--
Senior Systems Engineer 04/2016 - 08/2019
Allscripts HealthCare LLC, Raleigh, North Carolina United States
Industry: HealthCare Information IT
Genesys PureConnect Expert Telecom Expert Project Management Specialist
Project Management Specialist: • Dictate Business Analyst Skills. • Manage several infrastructure projects within the IT services portfolio within Allscripts PMO. • Communicate and work with the business to design and develop various solutions as needed by the business partners. • Work independently translating customer expectations in integrations. • User and License management. • Vendor management on Telecom Circuits/Toll-Free/ACD Application license/upgrade. • Oversee entire operations of Genesys/ Telecom infrastructure. Genesys Pure Connect Expert: • Design the Architecture for the Allscripts ACD Application including A) Network Architecture B) Server Architecture C) Topology Design between offices and Between Countries. • Lead and Complete System Tuning Efforts. • Understand, Design and Configure Load Balancing from a hardware and software perspective. • Provide expertise on complete Genesys PureConnect Platform (Related Functions, Servers, Software, Hardware) • Understand the Latest Product Releases. • Participate in yearly Application Upgrades. • Design and Configure call routing functions within Genesys PureConnect. • Modify, update, troubleshoot existing call routing functions. • Design and configure departmental queues, skill sets, hierarchy trees, etc... • Design and configure custom reports and troubleshoot when necessary. • Troubleshoot and resolve any problem affecting the application and ensure the application functions peak performance. • Ensure the application works as designed by Allscripts Telecom Components, Voice/Phone Systems, and General Call Routing. Telecom Expert: • Expert Management in Cisco Call Manager Operations. • Expert Analysis of Integration between Cisco call manager and Genesys/I3 ACD Product. • Builds, Maintains and validates Allscripts Custom Integrations between Cisco Call Manager and ACD. • Deep Level Analysis of Cisco VoIP Call Processing and Troubleshooting. • Cisco Unity Connection Administration. • Design and Configure SIP gateways, Jabber, Telepresence, and other telecom components.--
Senior Systems Engineer 08/2014 - 04/2016
Allscripts India LLP, Bangalore, Karnataka India
Industry: HealthCare Information IT
Service Operations - Websites and Apps
• Develop document, implement and maintain processes and procedures for the day to day operations and the integration of new services. • Provide Management Information that highlights improvement opportunities for the service. • Oversee problem isolation, issue resolution, and escalation management according to pre-defined protocols. • Maintain communication with functional managers and executive management to ensure resolutions of service-based issues. • Provide direction, leadership and management of I3 service monitoring and control. • Pro-Active Monitor response time and efficiencies • Monitor the status of alerts, tickets and processes to ensure tasks are being completed timely. • Generate reports for management regarding service availability, uptime, and adherence to Standard Operating Procedures and SLA’s, etc. • Provide complete Support on various Interaction Administrator, Attendant, and Supervisor Related Incidents, Changes and Problems on Interaction Center and Interaction Dialer. • Design, Implement and support new projects which include strategic implementation of Interactive Intelligence add-on servers. • Provide Managed services of I3 servers which includes a Health check and monitoring of all the I3 servers for continuous stability.--
Technical Specialist 07/2010 - 08/2014
MindTree Limited, Bangalore, Karnataka India
Industry: IT Consulting & Technology Consulting
TECHNICAL SPECIALIST - IMS, PRAC Service operations (ININ, NICE & Microsoft Lync Track).
• Infrastructure Management on various Interaction Administrator, Attendant, and Supervisor Related Incidents and Changes and Interaction Dialer. • Creating Call-Flow in Interaction Attendant and Visio. • Manage the ticketing tool. (OMS and Microsoft CRM). • Working on other CIC applications such as Recorder Client, Interaction Sip Proxy, Interaction Media Server. • Managing client expectations by ensuring the delivery of the highest quality service. • Indulge in the daily activities of the team to ensure adherence to SLA and avoid escalation. • Responsible for tracking daily, weekly and monthly performance of the team. • Defining goals and objectives that would help the team grow professionally and technically. • Participate in the weekly, Monthly and Quarterly review with the client to address their queries related to service and implement necessary changes to ensure those queries are addressed. • Project Planning and execution. • Provide Value added solutions to the client, which would help them enhance quality support and revenue generation.--
Senior Technical Lead 07/2007 - 06/2010
End to End IT Solutions, Chennai, Tamil Nadu India
Industry: IT Solutions and Consulting
Asterisk Administrator
• Installation and administration of Linux based Asterisk dialers for call centers • Managing and maintaining a team for client-side VoIP Technical Support • Planning and implementation of Network Infrastructure required for outbound call centers • Implementing Dialers and VoIP Applications for Call centers across India. • Managing online billing application for VoIP clients • Administering client-side Web Servers, Mail Servers, Gateway Servers and Soft Switch • Maintaining the resource database in MS Excel, which comprises of all the employee data • Monitoring performance of the team, managing inter-departments operational metrics • Conceptualizing & executing the process of tracking performance of team members • Providing training for the team players to improve their technical skills on periodical basis • Other responsibilities include assisting and preparing client presentations / training process for Predictive dialers to new Clients.--
Technical Support Engineer 09/2004 - 06/2007
Point Infotek, Chennai, Tamil Nadu India
Industry: IT Solutions and Consulting
Technical Support Engineer
• Planning and maintaining Network Infrastructure required for outbound calling. • VoIP, System and Network Administration. • Handling a small team for Technical Support and Quality. • Troubleshooting technical issues and maintaining a neat form of calling. • Preparing various technical reports and call reports.--
Customer Support Executive 10/2002 - 05/2004
Pulse Telesystems (p) Limited, Chennai, Tamil Nadu India
Industry: Telecom services
Customer Support Executive
• Providing online Customer Support. • Providing in-house System and Network Support. • Monitoring VoIP routes and resolving Issues. • Configuring VoIP hardware devices. • Managing clients for sales and service. • Operating System-level support. • Knowledge of configuring/troubleshooting all levels of hardware & software.--

Ramakrishna Mission Vivekananda College 07/1999 - 03/2002
Chennai, Tamil Nadu, India
Degree: Bachelor's Degree
Major:Mathematics
Minor:Statistics
Bachelor of Science - Mathematics

Sathish