Anuj Resume

RESUME
Anuj Kapurwan Mobile: +91 9997892220

Shastri Nagar Haridwar Road
Rishikesh, Uttarakhand (India)
Pin code: - 249201 E-mail: anujkapurwan07@gmail.com
Linkedin profile: - https://www.linkedin.com/in/anuj-kapurwan-87627b39/
AWS Certified Cloud Practitioner: - Registration Number: 420925835
CAREER OBJECTIVES:
To Challenge my skills as well as problem solving abilities for the growth of the organization
And to learn new technologies to enhance my skills so, that I can serve the industry better.
Experience – 8.3 years.
Key Skills : - Contact center technology, Amazon connect, Avaya UC, Amazon pinpoint,
, Salesforce integration, Connect Zendesk Integration, Contact flow
designing, AWS Lambda, Lex.
Organizational Experiences: -
1. Capgemini Technology services
Designation Amazon connect Solution Architect

Duration Jan, 2022
Project Amazon connect
1. Developed Amazon Connect contact centers as a solution including contact flows design,
queues, routing profiles, and agent profiles.
2. Developed AWS Cloud solutions using services: DynamoDB, Lambda, Lex, CloudFormation,
Amazon pinpoint, S3, IAM.
3. Assisting internal customers in implementing and extending frameworks and

methodologies commonly used by enterprises to assess, migrate, and
transform the call center experience.
4. Assisting internal customers in architecting and building large-scale

solutions, which integrate smoothly in cloud and hybrid operating models for
supporting Amazon Connect.
5. Managing technical projects and program integrations with the customer, Service team and
the AWS Support Organization
6. Create repeatable and automated programs, to identify key areas within Connect
implementations for best practices to achieve well-architected environments by
collaborating with Connect PMs & SDE’s to improve and redefine Connect customer
outcomes.
7. Work with AWS Support to dive deep into “five-whys” level root cause analysis to truly
understand what drives support cases and customer dissatisfaction/satisfaction
8. Create repeatable and automated programs, to identify key areas within Connect
implementations for best practices to achieve well-architected environments by
collaborating with Connect PMs & SDE’s to improve and redefine Connect customer
outcomes.
9. Analyze and create programs to identify areas for Connect to grow as a product offering
and become a leader in the market.
2. Quess IT staffing
Designation Backbone engineer

Duration From Oct, 2020 to Jan 2022
Project Avaya , Amazon connect
 Tier 2 support over Amazon connect

 Working as Tier-3 Support engineer in Avaya.
 Manage and Administration off and on premises cloud infrastructure
 Working on complex VOIP, server related issue till resolution, RCA and closure.
 Deep level troubleshooting and log analysis – MST/ Debug.
 Working with Product house and Tier-4 team for problem resolution.
 Infrastructure monitoring and capacity Management.
3. Persistent System
Designation Engineer
Duration From May 4th to 2nd Oct 2020
Project
Amazon Connect, Glance and Salesforce services for Intuit.
( Client)
Roles & Responsibilities:
 Tier 2 support over Amazon connect.

 Tier 2 Support over Glance (Video Conferencing).
 Tier 2 Support over salesforce (CRM TOOL).
 Working with the customers on resolving the issue over live video calls.
 ID’s creating and deletion on Amazon Connect admin portal.
 ID’s creation and Deletion on Glance.
 Good knowledge of Splunk (alert monitoring tool).
 Working on Dynamo DB services.
 Current responsibilities include coordination with different teams and customers (on/off
premises) and Proactive Monitoring.
 Working on
4. Servion Global Solutions Ltd.
Designation Engineer
Duration From Oct’18 to April 2020
Project ConvergeOne, Inc

 Current responsibilities include coordination with different teams and customers (on/off
premises) and Proactive Monitoring, Management of incident management
 Auto generated Alarm management.
 Proactive monitoring/Maintenance through working on alarms of Avaya Communication
Manager.
 Tier 2 support over various Avaya Product and other Contact Centre Solutions.
 Hands on over various contact Centre solutions Avaya, Verint, Nice, UPS and IPO etc.
 Quality Audits over different category of Incidents.
 Segregation of Critical/Major/Minor issues with ownership and pushing it towards resolution

within SLA
 Customer escalation handling, feasibility check and providing possible options.
5. DXC.technology / Hewlett Packard Enterprise (Client: - Avaya India Pvt. Ltd)
Designation ITO Service Delivery Consultant

Duration From Feb 2017 – to SEP 2018 ( 1.7 years)
Project RCOM India Project and Bharti Asia/ Africa Project
 Handling NOC Operations of RCOM India NOC team.

 Work with different management team to isolate time consuming process and their best
replacements by doing problem Management/ Time Tracking.
 To Perform Quality Audits over different category of Incidents / Change IDs
 Creation of SOPs for Critical Incident Management, Incident Management, Change

management and Problem Management.
 Handling Escalations from customers (Includes Direct Communication with Business and
Call Center Teams).
 Creation of IR and RCAs for Critical and Major Outages with in define SLAs.
 Creation of SLA reports and Incident Trackers as per business and customer requirement.
 Interactions and Follow ups with multiple Vendors like IBM and Ericson for maintenance
and Services continuity.
 Proactive monitoring/Maintenance through working on alarms of Avaya Communication
Manager, AACC, ACR, QM and AVP.
 Accepting all Critical/Major/Minor issues with ownership and pushing it towards resolution
within SLAs.
 Auto generated Alarm management.
6. Renovision Automation Services Pvt. Ltd (Client: - Avaya India Pvt. Ltd)
Designation Consultant
Duration From July 15 to Feb 2017 (1.9 Yrs.)
Project Bharti Asia and Africa.
Roles and Responsibilities: -
 Worked as a Consultant IT Engineer in Network Operation Center (Avaya NOC) for Africa
and Asia region for providing support for IVR for customer like Bharti –Airtel and Reliance-
RCOM.
 Customer escalation handling, feasibility check and providing possible options.
 Well experienced in working on tickets queued in and closing the cases within SLA
 Voice Administration and Troubleshooting for Daily Run and Maintenance issues, Health
Check-ups and Proactive Monitoring.
 Core competence in Management of IT Service Support on IT infra-structure, System &
Application Software etc.
 Current responsibilities include Coordination and Proactive Monitoring, Management of
incident, problem & change management
Certification: -
Certified with AWS 2017- AWS Technical Professional Online (Released November 2016)
Achievements: -
 Hewlett Packard Enterprise (Bharti Airtel India Project): - Got Certificate of

Appreciation by NOC of HPE in November 2017 from NOC Manager for handling the CIM
process.
Educational Qualification
 B.Tech from Swami Parmanand College of Engg. & Technology (PB) 2013.
 Senior Secondary Education (12th Standard) from CBSE Board.
 Secondary Education (10th Standard) from CBSE Board.
Strengths: -
 Positive to any situation.
 Person with solutions.
 Positive Attitude
 Good Analytical skills.
 Team Player
 Quick Learner and Good Listener
 Ability to perform under a high-pressure work environment
Hobbies: -
1) Adventure sports
2) Watching Sports.
3) Explore new places.
4) Long Bike rides
PERSONAL DETAILS:
Father’s Name Madan Lal Kapurwan

Date of Birth 07-April-1990
Marital Status Single
Languages Known English and Hindi
DECLARATION:
I do hereby declare that the information furnished by me, above are true to the best of my
knowledge and belief.
Date:
Place: - Bengaluru Anuj Kapurwan

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RESUME

Anuj Kapurwan Mobile: +91 9997892220

Linkedin profile: - https://www.linkedin.com/in/anuj-kapurwan-87627b39/

AWS Certified Cloud Practitioner: - Registration Number: 420925835

Experience – 8.3 years.

1. Capgemini Technology services

Designation Amazon connect Solution Architect

3. Assisting internal customers in implementing and extending frameworks and

4. Assisting internal customers in architecting and building large-scale

Designation Backbone engineer

 Tier 2 support over Amazon connect

 Tier 2 support over Amazon connect.

4. Servion Global Solutions Ltd.

Roles & Responsibilities:

 Quality Audits over different category of Incidents.

 Segregation of Critical/Major/Minor issues with ownership and pushing it towards resolution

5. DXC.technology / Hewlett Packard Enterprise (Client: - Avaya India Pvt. Ltd)

Designation ITO Service Delivery Consultant

Roles & Responsibilities:

 Handling NOC Operations of RCOM India NOC team.

 Creation of SOPs for Critical Incident Management, Incident Management, Change

 Auto generated Alarm management.

 Hewlett Packard Enterprise (Bharti Airtel India Project): - Got Certificate of

Father’s Name Madan Lal Kapurwan

Place: - Bengaluru Anuj Kapurwan

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