PREMKUMAR

MURUGAN SUMMARY
Consultant
Dynamic and result-oriented professional with 17+ years of experience in
administration and maintenance of CTI technologies and Voice solutions.
Accomplished track record of achieving exceptional results in planning,
implementing, and maintaining Contact center infrastructure and solutions.

WORK EXPERIENCE

Prem4friend@gmail.com HCL Technologies

Chennai, India
Consultant Transition and
Chennai, India Sep 2022 – Till Date
Transformations UCC & CCaaS
@premkumar.murugan Key Responsibilities
+91 98846 06026

 Knowledge Transfer for new HCL Boarded Customer Unified Communications

K E Y S K IL L S
 CTI Technologies
 Voice Solutions
 Genesys Framework 7.6, 8.X and 9
 Avaya Definity - Prologix, G3si systems, G3R
and S8700
 Media Servers - S8710 &S8730
 Call Routing, GVP & WFM
 Reporting (Pulse INFOMART, GI2)
 WFM, Genesys Composer, IRD & WDE
 Genesys Pulse Engage based Contact Centre
Maintenance
 Installation and Administration of Genesys
Applications
A C A DE M I C D E T A I L S
Master of Business Administration
Bharathiyar University, Coimbatore
2007 – 2009
systems.
 Providing Reverse Knowledge Transfer Setting Up Study state Team
 Consultation for Migration of Legacy system to Cloud Platform.
 Planning and Implementation of Genesys Engage to Genesys Cloud Migration
 Creating Genesys Cloud Inbound flows
Genesys Telecommunications Lab Ltd Chennai, India
Senior Infrastructure Analyst (Contact Centre)
Nov 2017 – Sep 2022
Key Responsibilities 202012201220172022
 Configuring Genesys Cloud Routing
 Maintaining Genesys Customer care Voice and Multimedia interactions
 Planning and Implementing New Site Configuration
 Maintaining and Trouble Shooting knowledge on Genesys Framework (7.6,8.X
&9), Routing, GVP, Reporting (Infomart, Pulse, GI2), Genesys Call Recording
(GIR)
 Gathering new Project Requirement and oversee to implementation
 Configuring new sites End to End
 Providing testing support for Customer care like Workbench, Mobile App, Log
File Management Tool, etc.
 Planning and Implementation of Genesys Engage to Genesys Cloud Migration
 Creating Genesys Cloud Inbound flows

Master of Science (Applied Electronics)

Tata Consultancy Service Ltd
VLB Janakiammal College, Coimbatore Chennai, India / Brussels, Belgium
Assistant Consultant
2003 – 2005 Oct 2012 – Nov 2017
Bachelor of Science (Electronics) Key Responsibilities
VLB Janakiammal College, Coimbatore  Maintaining and supporting Avaya and Genesys Based Contact Centres
2000 – 2003  Maintaining and Trouble Shooting knowledge on Genesys Framework (7.6,8.X
& 9), (Routing, GVP, Reporting (Infomart, CC pulse+, ICON),
 WFM, Genesys Composer, IRD, IWS, IWD
 Inbound contact centre Solution using Genesys solutions and Avaya
technology.
 Configuring ACD setups, new trunks & Route patterns.
 HCL Technologies
CERTIFICATIONS Senior Specialist Network
Chennai, India / London, UK
Oct 2006 – Sep 2012
Armstrong world industries USA
Cisco Certified Network Associate
Cisco  Administration and maintenance of Avaya Modular messaging system & Infortel
Call Billing System.
2008
 Configuring ACD setups, new trunks & Route patterns.
Google
Avaya Project Management
Communications Systems – IP  Restart media gateway services, testing, and clearing alarms.
Google/Coursera - Jul 2021
Telephony  Taking VAL, CMS, and Avaya server backups.
Avaya
 Creating new users, Groups, and profile in Click2Coach for call recording.
Certified Scrum Master (CSM)
2010  Upgrading Firmware for media gateway, TN card and MM Circuit
Awarded
Genesys by ScrumCloud
Certified Alliance - Aug 2016
Associate  Configuration, administration of IP Media Processor on Avaya Definity and IP
Genesys hard phones (type 4602 IP, 4606 IP, 4610 IP, 4612 IP, 4620 IP 4690 IP) packs
Genesys Cloud Certified
2019 Gartmore investment solutions U.K
Associate
Genesys Cloud Certified Professional  Maintaining Mitel ICP 3300 Servers in 5 Locations.
Awarded by Genesys - Jan 2020  Administration and maintenance Eclipse call Billing system.
- GCP  Configuring ACD setups.
Genesys  Administration and maintenance teleworker server.
2022 Skandia Life Insurance U.K
Genesys Cloud CX Certified Professional -  Maintaining Avaya S 8730 ESS Server, S8500 and S8300 LSP for 7 locations &
Consolidated Exam Mitel ICP 3300 Servers in two Locations.
Genesys  Maintaining Avaya Call Management System and Symon 8.1 server.
 Maintaining Voice recording systems Unify & NICE Perform release
2022
 Administration and maintenance of Avaya Modular messaging system, Tiger
Genesys Cloud Scripting Certified 2020 & Eclipse call Billing system.
Specialist  Configuring ACD setups, new trunks & Route patterns.
Genesys  Creating CMS Designer Reports and operations.
 Configuration of new wall board in Symon server and displaying the real time
2022 data from CMS.
Genesys Cloud Architect Certified  Creating new users, Groups, and profiles in Nice Application and in Avaya AES
Specialist for call recording.
 Involving in both offshore and onshore Telecom Disaster Recovery Tests and
Genesys
Power Down Activities.
2022  Providing RCA for the major incidents, problem, and capacity management
reports
 Preparing service improvement plan and Idea trackers.

Deutche Bank
 MACD operations of Nortel PBX
 L A N G UA
Administration GES
& maintenance of Symposium
 Administration of NICE Call recording System - Nice CLS 8.1
 MACD operations of Call Pilot Voice Mail System

Sree Communications Ltd Bangalore, India

Avaya Support Engineer - Accenture
Aug 2005 – Sep 2006
Key Responsibilities
English
 Administration and Maintenance of S8700 media Server and CMS System.
Tamil  Administration of WITNESS Logger.
I N T E R E ST S  Configuration, Testing and Monitoring, of E1 Links.
 Monitoring Daily Alarms and errors of Avaya 8700 communication server, CMS
Music Cooking and troubleshooting the alarms and errors according to the process.
 Configuration, administration of IP Media Processor on Avaya Definity and IP
hard phones
 Administration and maintenance of Octel Server used for Voice messages
 Vendor Coordination