Chinna Kudala

11+ years of experience in IT-Telecom with expertise in the areas of Implementation, Administration, Maintenance, Migration and Customer Support Operations on Contact Centre applications, Verint WFO (Impact 360 V15.2/V15.1/11.1/11.0 Workforce management, Recording, DPA, QM, AQM and Speech application support) and Avaya WFO. Strong problem solving and technical skills coupled with strong decision making for enabling effective solutions leading to high customer satisfactions. Good Experience in dealing with Vendors and Other teams like (Windows, SQL and Security).

Technical Support Engineer at ICICI (2024-12 – Present)

• Troubleshooting the call and screen recording issue
• Troubleshooting the Speech and AQM issues
• Working on L4 to L6 migration
• Implementing the DPA with AQM
• Working on Vulnerabilities, Exceptions
• Co-ordinating with Vendors and other teams for the issues like Windows, SQL and Security Teams

Technical Support Engineer at HSBC (2022-01 – 2024-11)

• Handling the different projects in HSBC across all regions
• Good Experience in BT Trade platform, Cisco Recording
• Worked on KPIs SNOW Forms and SLEs as well
• Raised the SNOW requests and CR for the data migrations
• ASP.net and.Net Framework updating on Speaker bus servers through the Self-service portal
• Setting up the SCORM monitoring alerts for the Prod servers (UK and HK)
• Alarms suppression for the Verint Servers before activities
• Co-ordinated with Verint Vendor and worked with other teams

Technical Lead at Simplified Communication Pvt Ltd (2014-12 – Present)

• Installation and configuration of Verint application EM, WFM, QM, Speech analytics, Import/Export manager and Recorder servers V15.2, 15.1, 11.1 and 11.0
• Experience on Test Migration and Final Migrations
• Configuring and troubleshooting WFM components like WebLogic service, Forecasting & Scheduling, Adherence, Integration of Pulse data/Queue analytics and agent real-time data through Avaya and Cisco Blue pumpkin adapters, Score cards, Performance management, KPIs and E-learning
• Taking weekly calls, maintaining the weekly ticket tracker for some dedicated customers
• Handling escalations for dedicated customers as first point of contact
• Configuring Speech Analytics and troubleshooting issues related to transcription, Indexing, categorization and Language models deployment etc
• Configuring and troubleshooting issues related to Import/Export manager which supports call importing and exporting between multiple third-party applications and Verint application
• Enabling SSL communication across servers on Enterprise Manager, SSL hardening, validating and installing SSL certificates and troubleshooting
• DPA Configuration and Troubleshooting the issues
• Creating the Triggers (Screen and Windows), checking the DPA reports like (Application duration logs and Triggers Reports)
• Working on new project implementation and solution designs as per business requirements including UAT and test environmental setups
• Configuring Verint Recording and troubleshooting
• Configuring CTI integration and troubleshooting tagging issues
• Installing patches, Hot fix Rollups and releases
• Configuring CTI adapters Avaya, Cisco, Dialer (POM), Genesis and TruPhone etc. and troubleshooting
• Packet Capturing through third party Software like Wireshark and analyzing
• Screen recording configuration and troubleshooting
• Troubleshooting Recording issues
• Analyzing logs for WFM, Recording, Speech issues, call playback, Ultra portal, WFO portal and Integration adapter issues etc
• Configuring and troubleshooting of Archiving
• User management/organization management
• Hands on Vulnerabilities, VA gaps and Exceptions
• Raising and updating tickets/Service requests under Oracle CRM and IMS – Microsoft Dynamics and SNOW - Service now ticketing tools
• Providing remote support to customers through Webex, Team viewer and VPNs etc

Technical Support Engineer at AGC Networks (2014-04 – 2014-11)

• Handling day to day works including system administration, network maintenance, user calls, the call recorder for the process, and all the process related issues
• Hands on writing the queries like daily base reports/weekly wise/monthly wise
• Daily check of all WFO servers for their functionality and Application and Database backups
• Hands on pull out the Trigger Reports from the report database
• Hands on creating the reports using the managed queries, giving the folder access rights to limited users

B.Tech in Computer Science – Jawaharlal Nehru Technological University, Hyderabad (2005-04 – 2009-05)