Apr 2023 – Jan 2024 · 9 mos · Noida, Uttar Pradesh, India · On-site

Jun 2014 – Jun 2023 · 9 yrs

Jun 2013 – Jun 2014 · 1 yr

• Managing complete support function from monitoring to L3, instrumental in identifying and implementing new process to have better TAT, reducing manual efforts by implementing automation techniques for monitoring to have better service uptime.

Oct 2012 – May 2013 · 7 mos

• Managing and leading 40+ members team.
• Ensuring efficiently and timely monitoring of entire critical services.
• Managing whole support life cycle (L0 to L3), hence ensuring quick escalation, better co-ordination, and faster resolution and reduced TAT.
• Automation of manual task – reducing manual error and better response time.
• Technical consultancy to engineering team.

Aug 2010 – Sep 2012 · 2 yrs 1 mo

• Key Responsibilities
• Provide Level 3 technical support / expertise to various in house teams to resolve their day to day technical issues related to Telecom platform (Dialogic, NMS, Donjin, HP OCMP) and signalling (SS7, ISDN).
• Evaluating different Telecom Products / Platforms from different vendors.
• Providing Technical Training on Platform & Signalling to various teams.
• Preparing & maintaining knowledge base (training & other technical documents).
• Prepared test bed for doing load testing of different telecom platform, to achieve highest density.
• Key Achievements
• Initially receiving around 75-100 issues per day from all the teams, now same has been reduced to max 5-10 issues per week.
• Appreciated for identifying the bugs in existing platform and getting them fixed, hence make them more reliable and stable.
• Appreciated for testing NMS, Donjin and Contarra platform at high density (56E1s) in single server successfully and got the same implemented.
• Appreciated for successfully testing HP OCMP using SIP and for 1st successful installation of same in Reliance Delhi.
• Successfully tested Telesoft’s ARNE – a 63E1 STM interface solution.
• Prepared a rich content based portal for self training of One97 employees; which include – Training Video, Installation, Configuration & Troubleshooting guides related to different platforms and day to day issues.

Sep 2009 – Jul 2010 · 10 mos

• Working as SSE, I am providing Level 3 platform support for all Telecom Operators, Enterprises Clients, Development & QA team.
• It includes, providing solution for day to day problem related to SS7 signalling, platform (NMS, Dialogic, Donjin, Contarra).
• Evaluating telecom platform products(H/W, S/W) from new vendors.
• Enabling Monitoring teams & Operator Support teams in handling issues at 1st & 2nd level itself by providing training to them.

Nov 2007 – Aug 2009 · 1 yr 9 mos · Chennai

• Key Responsibilities
• Insuring smooth deployment of all telecom related project.
• Providing technical support for all telecom related issues.
• Worked closely with pre-sales team for
• o Understanding various tenders & their technical aspects.
• o Helping them understanding system architecture & Bill of Material (BOM).
• o Preparing project plan, spanning whole project life cycle.
• Involved in pre sales technical discussion with customer.
• Providing technical training on Telecom domain to in-house teams.
• Preparing and managing test bed for in-house testing and customer demo.
• Evaluating different telecom H/W.
• Key Projects / Achievements
• Played a key role in implementing Nuance ASR & TTS installation & configuration across all 24 circles within 2 months for Bharti Airtel’s Single IVR Project; Nuance was the main contractor for this project.
• Successfully implemented Nuance regional language pack (14 languages) installation & configuration across all 24 circles within 2 months for Bharti Airtel’s Single IVR Project; NSN was the main contractor for this project.
• Significantly engaged in Windows Hardening and Hygienic configuration for all 24 circles within 1 month for Bharti Airtel’s Single IVR project; NSN was the main contractor for this project.
• Implemented and upgraded Vodafone Customer Care (50777) in ROTN and TN circle from ISDN PRI / R2MF to SS7 based system.
• Upgraded Vodafone Customer Care (50777) in ROTN and TN circle to high capacity infrastructure while using the Donjin Keygoe Multimedia Switch platform.
• Successfully implemented TTSL ABU’s IVR based call centre project in 4 circles. Successfully implemented ASR based Service Delivery Platform in TTML Mumbai.
• Successfully implemented ASR based customer care for TATA DoCoMo for Mumbai & Pune circle.

Dec 2004 – Oct 2007 · 2 yrs 10 mos · Gurgaon

• Key Responsibilities
• Providing level 3 support to issues reported by different customers.
• Implementing CTI solution for different customers across India & overseas.
• Testing of various CTI modules and new releases of PowerConnect.
• Providing product training, presentation & demos to customers / partners.
• Assigned APAC & SAARC region for –
• o Building business with existing partners there.
• o Managing existing deployed solutions and ensuring timely & smooth deployment of new solutions.
• o Assigned SPOC for entire support, new deployment, solution architecture, call flow creation & modification requests.
• o Assigned SPOC for all pre-sales meetings with customer & partners.
• o Coordinating with content providers, for timely delivery of contents.
• Key Projects / Achievements
• Awarded Best Employee for successfully demonstrating and implementing VAS services in Cellebrum Chandigarh.
• Implemented various call centre and voice mail related solution at various customer location within India.
• Implemented & managed VAS Services (News, Sports, Entertainment etc.) for AKTel GSM, Bangladesh.
• Implemented IVR & Call Center solutions at TOT & Kringsri Investment, Bangkok.
• Demonstrated the Amdale’s PowerConnect to different companies (AKTel, BanglaLink, Inforev Ltd and Business Automation, etc.). AKTel later deployed VAS solution with Amdale, which was a big success.
• Demonstrated & Implemented the PowerConnect’s Call Center Solution at Sanofi Aventis, Bangladesh.

Aug 2003 – Oct 2004 · 1 yr 2 mos · Gurugram, Haryana, India

• Worked as Resident Customer Support Engineer at PI Industries Ltd., Gurgaon.
• Efficiently provided IT Support (Managing PC, OS, Office Apps., and IT Equipments).