1. SWARUP KUMAR DAS
Contact No.: +91-958-2288-007, Email: swarupdas11@gmail.com
Experience Summary
A dedicated and analytical information technology professional with over 12 years of extensive
experience in systems administration, Different PBX Integration (Avaya, Cisco and Genesys) with
NICE. Works closely with business units to define needs and design a solution.
 Seasonedprofessional,withoutstanding project planning, execution, monitoring and resource
leveraging skills with ability to support multiple simultaneous projects.
 Experiencedincoordinating,negotiatingandmotivatingoutside vendorsandoffshoreresources
in support of time line and IT project deliverables.
 Extensive experience inmanagingenterprise ITprojectlife cycle throughall phases
 Responsible andaccountable forthe coordinatedmanagementdialer&call recording(NICE)
solutionstowardstrategicbusinessandotherorganizational objectives.
 Coach,mentorand leadpersonnel withinatechnical teamenvironmentof Level 3Supportfor
Contact centervoice TechnologyincludingNICE,Avaya,Genesys,CiscoandAspectDialer.
 Have been acted as an active member for the setting up Voice contact center project for NICE
Recording System with different integration.
 Coordination with vendor for Root Cause analysis report in order to take necessary action to
avoid the recurrence of the issue.
 RCA discussion on SLA Breach with Customer and Project resources for NICE and Genesys.
 Have beenactedas a mediabetweenoffshore teamforKnowledgeandProcessTransition
projectsandresponsiblefororganizingtechnical trainingforNICEand Genesys.
 ExperiencedinManagingDifferentDatabasesfordailyjobsand backupswhichare part of NICE
call RecordingSystem.
 Extensive experience inacknowledgingNICEsentinel alarmsandtroubleshooting.
 Workedwiththe clientasa consultanttorecommend differentvirtualizationtechnologyforthe
cost savings.This includesinteractionwiththe vendorlikeAspect,Avaya,Verizon,Dell&HP for
the implementation.
 Evaluatedvendorsfordevelopmentof DebtCollectionSystem and Integrated the IC4 collection
system with Aspect Dialer interface, Payment Gateway interface
 Single pointof contactfor all technical Escalationssupportbasis(NICEAndGenesys),Qualityand
Auditing for the project.
 Beinga part of all the expansionprojectsandLABenvironmentcreationforonshore and
offshore atcurrentset upof NICEcall recordingsystem.
 Abilityanddesire tolearnnewmethods, technology and open to face challenging opportunity.
 Good Knowledge and work experience on Incident Management & Change Management
 Technical and process documentation (SOP)
Certifications& Technical Trainings
 Nice CertifiedSystemEngineer(NCSA-4.1)
 ITIL V3 Certified.
 Microsoft Certified Professional + Internet (MCP+I).
 Microsoft Certified System Engineer (MCSE).

2. SKILL SUMAMARY
Voice Contact Center : Aspect Ensemble Pro 5.2, Melita Conversation Dialer 5.x & 6.x, Unified IP 6.5,
Enterprise Campaign Manager 2.1 Aspect ACD, NICE Perform 3.x & 4.1 & Symon Reader Board 9.2, 10.2 & 11.x
Network Security : Cisco PIX515E,Surf Control, Iron Port IDS
Cisco Switches : 2950 / 2960, 3750TS (Data), 3750PS (Power over Ethernet).
Network Protocols : TCP/IP and IPX/SPX
ServerApplications : Active Directory, DNS, DHCP, WINS, McAfee EPO and Group Shield
ServerAudition : NT Admin Plus,LT Auditor for Windows 2000 Server
Backup Software : Brightstor Arc Serve 7.0, 9.x and 10.x for Win 2000, NetVault LiteSpeed Backup
PROFESSIONAL EXPERIENCE:
BA Continuum India Pvt. Ltd. (Bank Of America) (Sept’ 2007 – Till Date)
Role: Sr. Analyst (Band 6)
Responsibilities:
 Handlingthe complete vendormanagementforthe Telecominfrastructure of Bankof America
across all locationswithinUSA.
 Leveragedexistingfunctionsupportgroupstoexecuteprocessesfocusedtomeetbusiness
processesandservices.
 Responsible andaccountable forthe dailyMonitoringReportsforDB Jobsand SAN storage for
NICE.
 Organizedandmaintainedachange managementprocesstosupportITinfrastructure forNICE
and Genesys.
 Experiencedincoordinating,negotiatingandmotivatingoutside vendorsandoffshoreresources
insupportof time line andITprojectdeliverables.
 Responsible andaccountable forthe coordinatedmanagementof multiple relatedprojects
directedtowardstrategicbusinessandotherorganizationalobjectives.
 Ensure the adherence of Change Management for all the change related to NICE L3 Support.
 Managing the co-ordinationwiththe Off shore teamfornew systeminstallationandincidentsin
NICE Systems.
 Coach,mentorand leadpersonnel withinatechnical teamenvironmentfordifferentKnowledge
sharing session.
 Remote Infrastructure management for Aspect & Stratasoft Dialers, Enterprise Campaign
Manager, Nice & Symon Telecom infrastructure for Global BOA sites across the region.
 Managing the teamfor L3 & L2 for Dailyroutine checksof the Dialer,AspectACD,Nice &Symon
system.Troubleshootingandresolvingthe AspectUnifiedIP6.5,MelitaDialer5.x and 6.x,ECM
& NICE,SymonReaderBoard Systems.
 Remotely Troubleshooting and Monitoring the Aspect ACD.
 Design and implementation of the Dialer, Nice & Symon architecture & upgrades.
 Co-ordinationwiththe vendorforresolvingthe issue invarioussystemsandensuringthe system
isrunningwithno productionissues.

3. Key Projects and Achievements
 Received BankOf Americacertificateof excellence formMr. Steve Beasty (Managing Director) –
CCVATNICE& SymonInfrastructure Productionstabilityandcompliantenvironment awarded in
2013.
 Received Gold & Silver award in 2011 & 2012 for highest resolution and building team for
productions support area from Line of Business Executives.
 Receivedcertificate of appreciationfromMr.TonnyButtrick(Sr. Vice President) - Technology for
the year 2009 for leading the initiative for system uptime and achieved the Dialer & Symon
system uptime of 99.8% in 2009.
 Receivedcertificate of appreciation from Mr. Anwer Bagdadi (Senior Vice President & CTO – IT
services) – continuous commitment and pursuits of excellence for contact center technology
infrastructure awarded in June 2008.
 Planningandimplementing the Dialer change management & upgrade activities for the Melita
5.x to 6.x systems.
 Migration of Nice & Symon Reader board system from Legacy Countrywide to Bank of America
Part of system integration team for transition of telecom system from Countrywide to Bank of
America.
 Received Star award in December 2007 for commitment & pursuit of excellence from VP
technical Service & Exec. Vice President.
Intelenet Global Services Pvt. Ltd., Mumbai (Sept’ 2005 – Sept’ 2007)
Role: Assistant Manager – Officer Technology
Responsibilities:
 Responsible tomanage andcomplete Infrastructuresupportprojectsthroughdesign,implement
and maintain technical support processes.
 Providedservicestrategy,design,operationsconsultingforsystemssupporton numerous client
projects.
 Responsible and accountable for the coordinating & managing multiple clients US & UK based
projectsforinboundandoutboundcall center,direct them toward strategic business and other
organizational objectives.
 Project Implementation & Administration of EnsemblePro 5.2 Dialer System.
 Proper allocating of Dialer resources for running multiple businesses on a shared basis taking
into account (Security, Utilization, Performance & Resiliency).
 Planning and implementing the Dialer upgrade activities with the proper technical solutions.
 Provide most optimal, feasible, effective solution in terms of cost, capacity & change
management etc.
 Review of overall IT infrastructure of a given project and identify known issues. Also take
preventivestepstoeliminateperformance bottlenecks and enhance network performance and
stability.
 ActivelyinvolvedwithProjectsteamforimplementation of LAN, WAN & Voice Infrastructure of
different new projects.
 Coordinatedwithvendorsand all other departments like LAN, WAN, Voice & Security team for
completing the projects in timely fashion.

4. CMS Computers Ltd., Mumbai (April’ 2002 – August’ 2005)
Role: Customer Support Engineer
Responsibilities:
 Managing a teamof engineersinvolvedinthe administrationof LAN infrastructurefore-Serve
sites(CollectionsDivision) acrossWestregion.
 Maintainedandtroubleshootthe Network andDataCenterServers.
 Co-ordinationwithvariousITandTelecomvendorsforprovisioningof variousbusiness
expansions.
 UnderstandingandPlanningthe ITexpansionwiththe Technologyteam.
 Guidingthe engineersinLAN administratorinStandardOperatingEnvironment.
 Assistingthe engineersforrollingoutnecessarysecuritypatchesandanti-virusupdateson
timelybasis.
 Maintainedandtroubleshootthe NetworkandDataCenterServers.
 Reviewingthe dailyactivitiesLTAuditorreports,Backupmanagement andSecurityconstraints.
 TroubleshootingandCo-coordinatingwithService providersforVoice telecomandDialer
Infrastructure withWipro& AspectEngineers.
 Planningandmanagingof IT resourcesforfollowingdays.Interfacebetweenthe clientsandthe
operationsformanagingthe ITresources.
EDUCATION QUALIFICATION
• Bachelor of Science in Information Technologies. May’ 2011
(Sikkim Manipal University.)
 Diploma in Computer Engineering April ‘ 1999
 Secondary School April ‘ 1994
PERSONAL DETAILS
Date of Birth 7th
Sept1978
LanguagesKnown English,Hindi andBengali
Nationality Indian
Marital Status Married
DECLARATION:
I here by declare thatthe informationgivenistrue tobestof my knowledge.
DATE: Swarup Kumar Das