IT System Analyst
August 2013 — Present
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IT System Analyst at AXA
- Handled site implementation and upgrades of telecom infrastructures.
- Operation and maintenance covering the IVR related systems/applications in the production environment.
- Capacity planning of telecom systems.
- Managed Call center Call flow/Queuing including new request from the business units,
• Developed and implement IVR systems that support DTMF, TTS, ASR in various solutions like fax on demand, email to fax, fax to email, voice chat, etc. It involves integration to the existing backend system and databases like oracle and MSSQL database.
• Handling installation and Configuration of softPBX contact centre software like Vertical Televantage
• Provides clients technical assistance/support and consultancy regarding installation of systems, Intel dialogic boards and handles testing of Intel Dialogic telephony boards for deployment as well as technical consultancy of Envox Applications like Envox 7.0, CTADE and Ctconnect to the clients.
• Thuraya Call Centre – Designed and implemented the IVR of Thuraya Satellite Dubai using Envox (IVR), Vertical Televantage (Call Center) and Terrasoft (CRM).
• Abn Amro IVR – Handled the system analysis, planning and implementation for the optimization of existing IVR System
- CTI consultancy including project plan, System development and implementation.
- Providing CTI software trainings to the client.
- Providing onsite assistance to customers
Socket Programming using ANSI C for Linux.
• Developed Instant Messaging Program using Java MIDlet.
• Developed System Template using Ansi C used for communicating to SMSC.
• Developed programs used for converting packets from CIMD2 protocol to SMPP protocol.
• Developed system templates for mobile messaging applications.
• Installation/setup of Operating system (Linux) to be used as application server.
• Maintenance of Applications servers under Red Hat Linux OS, creates PERL scripts for utilities, statistics generation and tools.
• Administer scheduling of scripts including configuration and testing for the application server.
POS Programming using Delphi 5
• Handled System Design and Development of the Companies Communication server system. The System is a client server using MSSQL server 2000.
• Acts as a Database Administrator for MS SQL 2000 server. Handled Database Maintenance, Backups, Setting Schedules.
• Handled scripting for the System status reporting using ASP.
• Setup Application and Web server under Windows 2000.