Vishal Mishra
Granville
Summary
Detail-oriented individual with exceptional communication and teamwork skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Brings positive attitude and commitment to continuous learning and growth. Committed to leveraging these qualities to drive team success, seeks a new opportunity.
Overview
13
13
years of professional experience
Work History
Product Engineer
Department of Customer Service
11.2021 - Current
- Manage Genesys PureCloud platform for DCS & its agencies, iCare, and external agencies
- Configure, administer, and maintain telephony integrations within the Genesys Cloud platform, including telephony providers, SIP trunks, and voice gateways
- Implement and troubleshoot telephony-related features, such as Interactive Voice Response (IVR), Automatic Call Distribution (ACD), call recording and technical issues related to Genesys PureCloud, including call routing, IVR, and integrations
- Manage queue enhancements working with system users to identify and implement the needed changes to the existing system
- Collaborate with stakeholders to understand telephony requirements and design efficient call flows and routing strategies
- Manage product requirements and Go-live activities along with integration of Genesys PureCloud with Salesforce CRM
- Collaborate with internal teams and external vendors to resolve telephony-related issues and ensure reliable and high-quality voice communications
- Conduct regular audits of telephony configurations and call flows to ensure compliance with security and regulatory requirements
Level 2 IT Support Analyst
Department of Customer Service
01.2019 - 11.2021
- User access management- Administering users, computers, printers, mailboxes across Active Directory, Microsoft Suite (Azure, Intune, Exchange, Sharepoint, Teams, OneDrive), Okta, SailPoint and G-Suite (Google Admin)
- User account creation/termination, Software License assignment, management and procurement, mailbox and remote desktop access, Printer Management/Configuration, Chrome OS device management, PC re-imaging, port patching/tracing
- Participating with vendor agencies, key suppliers and project teams as required to assist with system upgrades, installations, new deployments, and resolve priority incidents pertaining to Network, Antivirus, Security, Firewall, Database, Backup
- Installation, troubleshooting, replacement and upgrading of various hardware (Multi-function devices, Printers, Projectors, Wallboard TVs) and consulting with suppliers for hardware repair/replacement
- Assist in testing Operating System upgrades, new software releases with end users prior to deployment into production, ensuring the configuration is up to date
- Assist in preparing relevant work instructions and knowledge base articles for known errors and routine support tasks to support resolution of routine and ongoing issues
- Responsible for on-boarding, off-boarding, asset issuance, collection, and tracking to maintain the hardware inventory
IT Support Engineer Level 1-2
Vertebral Solutions at Boral Ltd
03.2018 - 01.2019
- Commission and De-commission/Reimage PCs/laptops, install, upgrade, patch software
- Incident Management-Diagnosed and troubleshot hardware, software and network issues.
- User account management in Active Directory and MS Exchange server 2010 for users, computers & mailboxes
- OKTA admin: Manage G-Suite users via Okta (enable/disable access, lock/unlock accounts, assigning roles and groups for added functionalities)
- Mobile Device Management: Setup iOS and Android devices for users and remote management of all corporate mobile devices (retire, wipe, lock/unlock, force check-in)
- Printer Management: Set up new and existing user access, maintain, support and arrange repairs for HP and Canon printers
- Liaise and coordinate with all vendors for on-site troubleshooting on any software or hardware incidents
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Asset management: Issuance, reallocation and retrieval of computer hardware and accessories along with mobile devices, manage inventory usage and asset flow
L1 Network Support Engineer
BT ESERV INDIA PVT. LTD.
02.2017 - 11.2017
- Maintained and monitored Wireless Access Points, Interfaces, LAN/WAN/WLAN Frames, Routers, Cards, Series Switches
- Monitored network hardware operations by analyzing logs of networking devices to evaluate proper configuration and function
- Remotely analyzed and diagnosed complex network faults for end-users, recommending and implementing corrective measures
- Completed remote repairs involving software solutions via thin client and Citrix XenDesktop
- Conducted daily bridge calls with end users, clients, vendors, security leads along with other support teams in all business units to resolve high priority networking incidents
- Oversaw patch testing and deployment, script network software pushes and uninstalls.
Associate Consultant, Technology
Capgemini Technology Services India Pvt. Ltd.
08.2015 - 02.2017
- Tier 2 role- Create, manage and resolve company-wide incidents/RFC’s using multiple ticketing tools (Service Now, ESS Portal, ITSM Intra)
- User provisioning/De-provisioning/Role addition/deletion under following services: Active Directory, SAP, Lotus Notes, Office 365, MS Exchange management console, MS Lync Server Console, RSA Security
- Identified and solved technical issues related to software and hardware, operating systems, printers, email clients, internet connectivity along with remote software deployment using SCCM
- Generated reports to track performance and analyze trends
- Monitored company-wide system performance to identify potential software, hardware or connectivity issues and report alarms
Project Engineer
Wipro Limited
12.2011 - 05.2015
- Tier 2 analyst responsible for the closure of ongoing and unresolved complaints raised against technical issues
- Incident Management- Effective maintenance of security logs generated by the server transactions done by end users for a Banking client using ServiceNow
- Generated scheduled health-check reports of networking servers ensuring all business leads are kept in the loop and informed about effective management of the crucial security services
- Maintained servers and systems to keep networks fully operational during peak periods.
- Conducted quality assurance to verify accuracy of data used in IT projects.
- Installed, configured and maintained computer systems and network connections.
Education
Bachelor’s - Information Technology
Kuvempu University
Shimoga, Karnataka01.2011
GNIIT - Software and solutions
NIIT
Kolkata, West Bengal01.2011
Skills
● TECHNICAL-
- ● Genesys PureCloud
- ● Azure Active Directory Services, On-premise AD and PowerShell
- ● Administrator role in Microsoft Suite (Azure, Intune, SharePoint, OneDrive, Teams), Okta and G-Suite (Google Admin)
- ● User Access Management and Identity Access Management: On-premise AD, Azure, SailPoint
- ● Microsoft Azure, Intune, Endpoint and SCCM: Software deployment, remote troubleshooting and remote management of user profiles and devices
- ● MDM experience of iOS and Android devices: Mobile Iron, AirWatch
- ● Networking tools (Putty, Nagios, GSAM Smarts), on-site patching, cabling
- ● Multiple ITSM tools -ServiceNow, Expedio, Cherwell, BMC Remedy & HPSM
- ● Strong troubleshooting and critical thinking skills for software and hardware issues related to laptops, desktops, mobiles, landline phones/VOIP, printers, peripherals, applications etc
- o Understanding of Networking basics, TCP/IP and troubleshooting networking issues
● PERSONAL-
- ● Adaptive learner, skilled multi-tasking individual along with an organizational ability to manage time and prioritize workload
- ● Ability to partner with stakeholders, interact with various levels of management and promote cross departmental collaboration
- ● Can function independently with limited work directions
- ● Capability to solve requests/problems when under pressure (eg deadlines or major incidents)
Timeline
Product Engineer
Department of Customer Service
11.2021 - Current
Level 2 IT Support Analyst
Department of Customer Service
01.2019 - 11.2021
IT Support Engineer Level 1-2
Vertebral Solutions at Boral Ltd
03.2018 - 01.2019
L1 Network Support Engineer
BT ESERV INDIA PVT. LTD.
02.2017 - 11.2017
Associate Consultant, Technology
Capgemini Technology Services India Pvt. Ltd.
08.2015 - 02.2017
Project Engineer
Wipro Limited
12.2011 - 05.2015
Bachelor’s - Information Technology
Kuvempu University
GNIIT - Software and solutions
NIIT
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