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Email:basheerahmed.shaikh@gmail.com Mobile No: +91-9637196784, Alternate No: +91-8055751245.

BASHEER SHAIKH

Objective Seeking a challenging position in Telecom industry, where I can utilize my experience, commitment & team orientation to a companys objectives, profits and position that will allow me to learn and contribute my best to the organization.

Summary

Development and Technical Support Engineer having 4.4 Years of experience in Genesys Enterprise Telecommunication /Contact Center Applications . Manage and balance multiple projects and tasks in order to insure stable routing and reporting environment within deliverable dates. To test new development initiatives within Genesys applications to insure a seamless implementation of enhancements into the production environment. To Provide Tier 2 production support to insure resolution of issues within defined Service Level Agreements and consistently delivers high-quality services to customers. Documentation for hand-off of change in infrastructure enhancements and configurations. Proactive support in an environment of rapid change and to make decisions while understanding the risk. Support Systems Analysis during the Implementation Life Cycle for Call Center Applications. Hands on experience on Installing Genesys Inbound, Outbound, Multimedia and Reporting components. Troubleshooting all issues related to Genesys Inbound and Genesys outbound. Good analyzing Tserver logs, URS logs and OCS logs. Involved in 7.5 GAD Customization. Hands on experience to troubleshooting Log files. Application Developing experience on STRUTS Framework based on MVC-2 and MVC-1 applications. Worked on Experienced with Tomcat 5.5 web/application Servers. Capable of work with enthusiasm and keen to learn new Technologies. Ability to learn new languages and tools quickly. Having strong Analytical and Problem solving Skills.

Experience Organization mokSa Technologies Pvt Ltd TecMahindara Ltd, Pune Designation Consultant Technical Associate Duration March 2010 to till date Mar 2007 to Mar 2010

Education Background

Bachelor of Computer Applications (B.C.A) from S.K.University, in May 2003. Master of Computer Applications(M.C.A) from Usmania University HYD,in 2006.

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Technical Skills Web Technologies Languages Databases Operating Systems Client Side Web Technologies Contact Centre Suite Struts, Jsp. Java,J2SE. Oracle 9i, 10g. Windows 2000/98/XP, Linux and IBM AIX. HTML, Java Script. CTI, IVR,WVR, Genesys 7.2 8.0, Genesys Routing (IRD, IWD) & Reporting( CCPluse+).

Professional Experience:

mokSa Technologies Pvt, Pune Projects Duration Environment Database Role Description Vodafone is the world's leading international mobile communications company. It now has operations in 25 countries across 5 continents and 40 partner networks with over 200 million customers worldwide. Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market. Vodafone Genesys Multimedia Outbound Proactive Routing contact solution integrated with Genesys ORS 8.0 and Genesys Composer. Responsibilities

Genesys Multimedia Outbound Proactive Solutions for Vodafone Essar Ltd, India
May 2011 to Till Date. Genesys Framework 8.0, Routing( Genesys Composer), Reporting, OCS 8.0 ,OCM and IBM AIX 5.3. Oracle9i. Team Member

Installation and configuration Genesys Framework Architecture, outbound applications and Genesys Multimedia components like Email Server, ORS, URS, Interaction Server and Genesys Composer. Strategy creation using IRD and Genesys Composer. Development and providing L2 support for Genesys Outbound and Inbound for Vodafone Essar in case of critical issues. Attending the Team meetings and arranging call with Genesys TS for SRs . Subject expertise in log analysis and providing solutions for the production issues and closure of incidence less than the agreed SLA. Analyzing logs and troubleshooting. Installing and configuring Genesys Applications on AIX. Requesting ticket with Genesys Techsupport in case of critical issues.

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mokSa Technologies Pvt, Pune Projects Duration Environment Database Role Description Vodafone is the world's leading international mobile communications company. It now has operations in 25 countries across 5 continents and 40 partner networks with over 200 million customers worldwide. Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market. Vodafone Genesys Outbound contact solution integrated with Avaya G3 switch in different sites. Responsibilities

Genesys Outbound Solutions and Inbound for Vodafone Essar Ltd, India
OCT 2010 to Till Date. Genesys Framework 7.6 & 8.0, Routing, Reporting, OCS,OCM and IBM AIX 5.3. Oracle9i. Team lead

Installation and configuration Genesys Framework Architecture, outbound applications and the databases at central location. Strategy creation using IRD. Development and providing L2 support for Genesys Outbound and Inbound for Vodafone Essar in case of critical issues. Attending the Team meetings and arranging call with Genesys TS for SRs . Subject expertise in log analysis and providing solutions for the production issues and closure of incidence less than the agreed SLA. Analyzing logs and troubleshooting. Installing and configuring Genesys Applications on AIX. Creating Extension, agents, Campaigns and Rout points in CME. Requesting ticket with Genesys Techsupport in case of critical issues.

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mokSa Technologies Pvt, Pune Projects Duration Environment Database Role Description Vodafone is the world's leading international mobile communications company. It now has operations in 25 countries across 5 continents and 40 partner networks with over 200 million customers worldwide. Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market. Vodafone inbound contact center is being upgraded to integrate with Genesys platform to provide CTI information to the agents along with the call sitting in Outsourced contact centre (OSCC). Also, the Vodafone customer service IVR is being upgraded from the existing setup with IBM Web Sphere Voice Response System. The scope for CTI integration covers the installation and implementation of Genesys CTI platform along with Vodafone customer care IVR on WVR. From the IVR, when the customer desires to speak to a customer care executive, IVR interacts with AVAYA ACD for transferring the setting the voice call with the agent and Genesys modules for the CTI popup to the agent. Vodafone Inbound Genesys CTI (Vodafone-Essar, India) . April 2010 to Oct 2010. Genesys Framework 7.6, IVR (IBM WVR),IBM AIX and Avaya PBX. Oracle9i. Team member

Responsibilities

Installation and configuration Genesys Framework Architecture, Inbound applications and the databases at central location, Genesys CTI modules installation and integration with IBM WVR. Subject expertise in log analysis and providing solutions for the production issues and closure of incidence less than the agreed SLA. Working as a developer and L2 support. Analyzing Tserver logs and troubleshooting. Installing and configuring Genesys Applications on AIX. Creating Extension, agents and Rout points in CME. Requesting ticket with Genesys Techsupport in case of critical issues. Migration of CTI modules to 23 circles location across India for the existing pilot installation to the new setup. Integration of components distributed in four physical locations central site, Hub location, circle location and OSCC location. Handling new circle implementation for the future enhancements in current architecture without any impact on production. Customer document Reviews. Installing IVR driver on WVR.

TechMahindra Ltd, Pune Project Duration Genesys Ccare (TELUS, Canada) April 2009 to March 2010

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Environment Database

Genesys Framework 7.6, Routing (URS, IRD), Reporting (CCPluse+), Genesys Outbound 7.0, Solaris and Genesys Wizards. Oracle9i.

Role Team Member Team Size 6 Description This is a new environment to be setup for development and testing purpose in TELUS site. All the Genesys components related to voice are installed in this environment. The components include Genesys Framework (Configuration layer, Management Layer and Service Layer), Routing (URS, IRD) Reporting (CCA, CCON, Data Mart and Info Mart), Outbound, WFM and T Server for Avaya & Nortel. All the binaries are installed in Solaris environment. Also DNs are configured in CME for Nortel & Avaya switches and CPD. I have got opportunity to work on two different projects Komodo and Salamander in TELUS. This project will introduce the FFH CARE business group with Genesyss supported Share Agent by SLA Routing here in forward will be referred to as SLAR. This routing model will offer the business user that manages multiple business lines to define the conditions that allow agents to be shared among business lines. Responsibilities

Involved in Analysis, Design in Routing. Responsible for writing IVR test cases and executing the test cases. Installing all the binaries in Solaris. Configuring the Genesys Components. Configuring the Rout points and ACD Queues in CME

TechMahindra Ltd, Pune Project Duration Environment Database ERMS Change the FROM Address in Genesys(AT&T,USA). April 2008 to March 2009 Genesys 7.6(IRD, CME and SCI), Struts Oracle 8i

Role Team Member Team Size 7 Description When a customer email is routed into Genesys from att.com, it goes to a specific queue designated by the subject line chosen by the customer. If the email cannot be handled in that queue, the agent will transfer that email to the appropriate queue to be handled. When the agent who received the transferred email replies to the customer, the FROM address still reflects the original queue the email arrived to, not the queue it is actually being sent from. If the customer responds to the reply they received, their response will be routed to the original queue, not the replying queue. This project will automatically change the FROM address in Genesys to the responding queue name that is sending the reply to the customer. By doing so, it will eliminate the need for an additional transfer if the customer replies to the response sent to them. Responsibilities

Involved in GAD customization . RD works in production Environment. Responsible for implementing change requests. Involved in building Stage Environment. Testing.

TechMahindra Ltd, Pune Project Duration Environment Database Role ERMS System Maintenance & GAD Customization (AT&T, USA) June 2007 to April 2008 Genesys 7.2, 7.5, MCR, CME, IRD, Genesys Wizards, JSP and Struts. Oracle 8i Team Member

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Team Size 7 Description This is Web Inventory System that is used mainly for Project planning and Management of huge projects where numerous employees work together as well as customers also take part into the Application designing online. It maintains the projects details including the Timeline for each project, Work assigned to each employee. It offers a high level of flexibility when managing users, who have different access rights depending on the project. Access rights range from the basic readonly to the comprehensive full control level. Each user can be assigned to several projects and can have different access rights depending on the project. Each task within a project is assigned to a specific user, member of the project. Responsibilities

Involved in GAD customization . RD works in production Environment. Responsible for implementing change requests. Creating Strategies, Queues in IRD. Upgrading components Genesys 7.2 to Genesys 7.5. Testing.

TechMahindra Ltd, Pune Project Duration Environment Database Email Response Management System (AT&T, US) March2007 to June 2007 Genesys 7.2,HTML, XML, Java, struts, JSP and JAVA script. Oracle 8i

Web Servers Weblogic 8.1. Tomcat 5..5. Team Size 11 Description Email Response Management System (ERMS) from the SBC Companies is call center application catering to service requests made through emails. ERMS provides essential features to distribute emails to appropriate agent groups, reply and track email responses. It is implemented using the Genesys Universal contact center solution software. Responsibilities

Involved in coding and design. RD works in production Environment. Responsible for implementing change requests. Testing. Involved in writing DataBase queries.