TN KARTHIK

Associate Partner

Bengaluru, Karnataka, India26 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 7 years of experience in IVR and Contact Center solutions.
Proven track record in managing multi-site deployments.
Recognized for excellence with multiple performance awards.

Stackforce AI infers this person is a Telecommunications expert with extensive experience in IVR and Contact Center solutions.

Contact

karthik.t@cognizant.com LinkedIn

Skills

Core Skills

Process ImprovementNew Business DevelopmentTechnical SupportClient CoordinationProject ManagementResource Allocation

Other Skills

IVRVXMLCTIAvayaSIPVoIPACDTelephonyTelecommunicationsISDNOracleSQLMicrosoft SQL ServerSpeech RecognitionXML

About

• ITIL Certified with over 5 years of Strategic Planning, Application Support and Incidence / Change Management/IT/ Domain • Demonstrated success in leading, motivating and mentoring teams in multi-cultural to maximize levels of productivity • Possess strong customer centric approach with a distinction of working for premier clients of the organization • An effective communicator with honed relationship, leadership, planning, coordination and analytical skills. • Good knowledge on troubleshooting Windows Operating systems like Windows XP, Windows 7, Windows server 2003, Windows server 2008.. • Skilled in troubleshooting & problem resolution. Basically interested in network design and maintenance • Basic knowledge on ARP, FTP, DHCP, DNS. • Quick learner and excellent team player, ability to meet tight deadlines and work under pressure and be productive with new technologies. Specialties: 7+ Years of progressive experience in Deployment & Installation of IVR, Contact Center, Unified Communication & VAS solution. Expertise in handling overseas client and remote support. Extensive experience in Software Testing & preparing Test strategy and implementation of solution.

Experience

26 yrs 3 mos

Total Experience

7 yrs 9 mos

Average Tenure

13 yrs 5 mos

Current Experience

Cognizant

2 roles

Associate Director

Promoted

Jan 2022 – Present · 4 yrs 5 mos

Process ImprovementNew Business Development

Sr.Manager - Projects

Jan 2013 – Jul 2022 · 9 yrs 6 mos

Realsoft, inc.

Technical Leader

May 2007 – Nov 2012 · 5 yrs 6 mos · Bangalore

Ensuring that the goals of the Incident Management process are achieved; restoring normal service as soon as possible.
Detecting, logging, categorising and prioritising incidents and providing initial Incident Support.
Closing incidents after verification from users; defining and planning separate procedures for major incidents.
Spearheading projects for problem identification and diagnosis to complete satisfactory technical support
Escalated trouble tickets to specialized staff for resolution
Handling multi-site deployment & installation of our IVR product and conducting demonstration of the product
Providing post-implementation support and maintaining a close coordination with the clients
Conducting risk assessment and providing customised solutions to the clients

Real soft, inc

Technical Leader

May 2007 – Nov 2012 · 5 yrs 6 mos

Ensuring that the goals of the Incident Management process are achieved; restoring normal service as soon as possible.
Detecting, logging, categorising and prioritising incidents and providing initial Incident Support.
Closing incidents after verification from users; defining and planning separate procedures for major incidents.
Spearheading projects for problem identification and diagnosis to complete satisfactory technical support
Escalated trouble tickets to specialized staff for resolution
Handling multi-site deployment & installation of our IVR product and conducting demonstration of the product
Providing post-implementation support and maintaining a close coordination with the clients
Conducting risk assessment and providing customised solutions to the clients
Highlights:
Played a stellar role in designing and developing IVR application using IBM Direct Talk / Avaya Dialog Designer / Cisco Call Studio 7.0 & Cosmo Call Designer
Acquired new clients to the system, incorporated functional changes, fixed the bugs and addressed the system requests
Pivotal in updating client setup documents with the changes
Demonstrated excellence in handling more than 10 Contact Centre Deployment
Received Performance Award

Baytalkitec

Senior Tech. Support Engineer

Jan 2000 – May 2007 · 7 yrs 4 mos · Greater Chennai Area

As a Senior Tech. Support Engineer I have handled many IVR / Contact Center projects.
Highlights:
Steered the IVR / Contact Centre Projects and handled the development of applications for reference.
Pivotal in deployment of the India’s Largest Dialer solution of 2880 port for Reliance
Played a stellar role in the implementation of the Voice Logger Solution for Railtel Call Centre
Handling resource allocations and setting up of communication channels across the various horizons of the organization structure.
Honoured with the Long Service Recognition 2007 Award in Bay Talkitec, Chennai.
Responsible for design, development & implementation activities and Customer interaction

Bay talkitec (pvt.) ltd

Senior Tech. Support Engineer

Jan 2000 – May 2007 · 7 yrs 4 mos · Greater Chennai Area

Highlights:
Steered the IVR / Contact Centre Projects and handled the development of applications for reference.
Pivotal in deployment of the India’s Largest Dialer solution of 2880 port for Reliance
Played a stellar role in the implementation of the Voice Logger Solution for Railtel Call Centre
Handling resource allocations and setting up of communication channels across the various horizons of the organization structure.
Honoured with the Long Service Recognition 2007 Award in Bay Talkitec, Chennai.
Responsible for design, development & implementation activities and Customer interaction
CORE COMPETENCIES
Product Implementation/Testing
Change / Problem/ Incidence Management
Application Enhancement
Contact Centre Implementation & Support
IT Infrastructure management