Aboli Shendge

Mobile: / E-Mail: 9880574586/aboli727@gmail.com

A Highly motivated, passionate, and seasoned information technology professional with over 7 years of
experience and a result driven Cloud and Voice Engineer Looking for positions in a high-quality
technology environment where my resourceful experience and academic skills will add value to
organization operations.

SNAPSHOT

⇨ Voice Engineer with over 7 + years of experience in Administration and Technical Support.
⇨ Well versed with the full life cycle of Technology Development in IT sector
⇨ Primarily into IVR application/flow development & custom integration for contact centre
requirement in Genesys Pure Cloud
⇨ Acquired efficiency in Genesys Pure Cloud and Cisco IP Telephony Infrastructure.
⇨ Exceptional communication and presentation skills with demonstrated abilities in team building.

TECHNICAL & PRODUCT KNOWLEDGE

⇨ Genesys Pure Cloud (Cloud Contact Centre)

⇨ Genesys Cloud SMS flow
⇨ Genesys Cloud Chat bot flow
⇨ Genesys Cloud Inbound & outbound flow
⇨ Genesys Cloud Reporting & Analysis
⇨ Genesys Secure flow
⇨ Survey dynamics
⇨ Genesys Desktop application Support
⇨ Genesys WFM
⇨ Genesys cloud administration
⇨ Cisco Unified Call Manager 7.X,8.X and 10.X
⇨ Cisco Unified Unity Connection 7.X,8.X and 10.X
⇨ Cisco Emergency responder 8.X and 10.X
⇨ Cisco IP phones 79XX,88XX
⇨ Cisco router 28XX,29XX and 43XX
⇨ UCS Manager
⇨ UCCX Agent creation, skill mapping, basic scripting
⇨ Call manager certificate generation.
⇨ Change Management
⇨ Incident Management
⇨ BT CCNG Administration (Cloud Contact Centre)

Professional Summary.:
Company: Tata Consultancy Services
Project: US Retail Client
Designation: Cisco Voice Engineer
Experience in TCS as Cisco IPT engineer

Company: Accenture
Project: Global Banking
Designation: Cloud Service Operations Sr Analyst
Experience in Accenture as Genesys Pure Cloud as contact centre Analyst

Certification:
⇨ Implementing Cisco Collaboration Devices v1.0
⇨ Micro Soft Azure Administrator (Az-103)

SKILL SET

Primary Skills - Genesys Pure Cloud contact centre

Secondary Skills - Cisco IPT, UCCX and UCCE, Azure Administration, BTCCNG Administration

Project location movement - TCS

⇨ Coordinated with the TCS voice team and project team for OSP licence
⇨ Helped to configure voice configuration on CUCM node and switches, also in phone movement
and phone registration at new location
⇨ coordinate to get the extra licences from the cisco vendor for the phone registration
⇨ Coordinated in getting quotes for new device and installation of the device at new location

Project Transition - Accenture

⇨ Coordinated while migrating Avaya set up to Genesys Pure cloud

⇨ Contributed to create the RUN Book & the technical documents
⇨ Contributed to create automation script for user creation
KEY DELIVERABLES

⇨ Handling Severity 2, Severity 3 and Severity 4 incidents and working closely with the Level 3 team
for issue resolving.
⇨ Developing call flows in architect
⇨ Troubleshooting agent related issues
⇨ Analysing reporting discrepancy
⇨ Operational tasks related to Genesys pure cloud covering, telephony, contact centre, people &
permissions
⇨ Analysing Routing issues in call flows
⇨ Troubleshooting WFM related issues
⇨ Creating, roles, divisions, queues, Schedules, wrap-up codes
⇨ Creating and modifying email flows
⇨ Creating and modifying inbound flows
⇨ Creating & modifying outbound flows
⇨ Modifying data actions, data tables
⇨ Creating Scripts
⇨ OAuth creation
⇨ Workforce Management
⇨ Creating HLD & LLD Documents
⇨ Providing network solutions, technical support on Cisco VOIP network.
⇨ Preparing RCA documents.
⇨ Extending high-end technical support on various issues and ensuring high customer satisfaction
levels through prompt redressal of their problems.
⇨ Basic of Power Shell, Azure CLI
⇨ Creation of Azure VM with advanced settings
⇨ Creation storage accounts, storage end points & resource groups.
⇨ Creating active directory, virtual Network, mapping of custom domain
⇨ Monitoring VM in Azure Management portal & enabling Diagnostic

Personal Strength:

⇨ Quick learner, Comprehensive Problems solving ability.

⇨ Good leadership quality
⇨ Possess strong communication, interpersonal, analytical, and logical skills, Go-getter with strong
and flexible attitude
ACADEMIC

2015 B.SC (physics Chemistry Mathematics), KLE Jabin University

PERSONAL DETAILS

Date of Birth: 9th August 1994

Nationality: Indian
Gender: Female
Marital Status: Single
Passport Number: N4132508
Address: Gandhiwada H.No 297 Gadag road Hubli
Linguistic Abilities: English, Kannada, Hindi, Marathi.