Jan 2010 – Jan 2012 · 2 yrs · New Delhi Area, India

• Responsible for Project Management, Program Management, Service Delivery & Assurance for Data, Voice, Speech, Apps Dev projects from concept to completion for Service Provider Accounts in India for Cisco Advanced Services team. It includes India's top 10 mobile operators like AIRCEL, AIRTEL, IDEA, TTSL, TTML, Stel etc. and industry colleagues like IBM, Wipro, Aegis and Servion. Also Spearheaded end-to-end execution of projects contributing in study, analysis, designing, planning, resource planning and allocation, milestone definition, project monitoring, transition, implementation, integration, tracking and project sign-off. Headed technical teams, account management and managing multiple partners for consistent delivery of services in the a/c. Adhered to business project governance like executive reviews, metric reporting, etc to achieve project milestones in time. Service Management & Technical Support for SLA Management for UCOS, FTS & NOS. Delivered the contract over the agreed contract term ensuring that the Services are delivered in accordance with strict Service Level Agreements (SLA’s) as laid down in the contract/s for UCOS, FTS, NOS and UCAAS services offered by CISCO. Managed all service and business aspects of the account/s with a view to ensuring complete satisfaction of the customer and resultant strong business financials for the company. End to end Account relationship management for SP accounts in India. Taking strategic decisions, managing resources and dealing at all levels in the account, which would include hiring, training and deployment of the manpower.
• Succesfully completed multiple Cisco's CVP, CTI, IPCC, UC, data and Apps Dev projects for multiple SP accounts in parallel in 2010 /2011 and recieved Cisco Acheivement Program Award (CAP Award) in year 2010 and also in year 2011.

Apr 2006 – Jan 2010 · 3 yrs 9 mos · Gurgaon, India

• Post joining Nortel Networks as Project Director in April 2006, I was primarily responsible and entursted the responsibility to execute Bharti Airtel Contact Center Project (also known as CCT1 in India as it was the first time in the history of the country that any service provider outsourced its end to end customer care network to the equipment vendor on built, operate, adminster and transfer basis for 5 years) which included Transition, Plan, Design, Implement, Measure and Manage its legacy customer care network to Nortel's Worldclass, scalable, modular and futuristic customer self care network across India for Bharti Airtel three line of businesses namely Mobility, ABTS and AES maintaining agreed SLAs and timelines. It also included Apps development for pre-paid and post-paid customers for all business units post building data, voice and speech network for the acoount across the country. Post successful launch of Airtel CCT1, I moved up in the value chain within Nortel to manage multiple key accounts in Asia region and taking care of their 24x7 service delivery, Support and Assurance for data, voice and speech projects.
• Built NOC, Service desk 24x7, fault management, change management service support and service delivery in-line with FCAPS and ITIL model. Built and managed various on-site / off-site teams and directed people/ process and technology competencies. It also included Resource planning, Relationship management and mainrainng P&L of the program, Driving operating procedures and identifying opportunities for improvements, Controlling corrective action for service restoration; ensuring compliance to contract reporting requirements, Resolving complex service issues related meeting external customer commitments, Making operational decisions that impact managed network service to customer/s & emergency decisions to ensure on-going services were maintained. I was part of Nortel's Key Employee Retention Plan (KERP) for year 2008 and year 2009.

Aug 2003 – Apr 2006 · 2 yrs 8 mos · Mumbai Area, India

• Establishing and maintaining processes in keeping with the Information Technology Infrastructure Library (ITIL / ITSM) set of best practices, assessment and mitigation.
• Implementing security process in line with BS7799. Security and other policy documentation / Review / Audit / GAP analysis and implementation.
• Seeking way to improve services and reduce costs through the innovative use of existing resources & partnering emerging technologies; analysing network traffic and performance records for Telecom Projects infrastructure availability.
• Understanding existing and upcoming business requirements and to meet them maintaining cost efficiency.
• Implementing & managing LAN / Wan / Voice / Dialler / Logger / Systems / Security / application development and telecom Infrastructure across enterprise
• New Projects, Partnering new technology, New technology evaluation, Vendor coordination, price negotiations and implementation for technology efficiency.
• Looking after project management, transitioning & supervision coordination with customers in ASPAC, U.S.A., U.K. and Europe.
• Responsible for telecom projects organisation structuring, goal setting, KRAs and team skill development.

Oct 2001 – Aug 2003 · 1 yr 10 mos · Gurgaon, India

• Architecting the right solution, transitioning of the processes and delivering 99.99% uptime.
• Looking after telecom infrastructure operations for banking, financial, insurance, telecom and 24x7 technical help desk support services and interaction with the international clients like Citi Bank US, Sprint PCS, Intuit, Aetna, HP, IBM, Amazon.com and Yahoo.
• Managing client / vendor relationship by providing a single point of contact to fortune 500 clients and ensured quality of support.
• Evaluating voice switch recording solutions, IVR, Dialler, e-Workforce Management Software, HP Service Desk and other Call Centre Technology Products.
• Responsible for new projects and providing technical inputs for business RFPs in U.S.A. / U.K.
• Driving ITSM roll out across enterprise particularly IM, PM, CM, RM, BCP and DRP.
• Responsible for architecture of a strong, highly reliable, redundant & readily available telecom backbone network connected by mesh topology with multiple alternate paths between all Daksh PoPs in India & abroad
• Implementing & supporting telecom infrastructure like WAN equipment – WAN Switches & routers, Firewalls, IP addressing, Voice infrastructure, PBX, Agent phones, CMS, ACD, CTI, ICM, LAN infrastructure – LAN switches, Cabling & Data Centre.
• Creating world-class Call Centre infrastructure with media redundancy, system redundancy, route redundancy, power redundancy & service provider redundancy across the enterprise in India and abroad.
• Planning for networking requirements for Security issues, Policies, up-gradations, new applications, services continuity and for other telecom infrastructure.

Jun 2000 – Oct 2001 · 1 yr 4 mos · Mumbai Area, India

• Planning and executing end to end Infrastructure Development, Network Planning, Network Design, Network Implementation, Back end Services Support, 24x7 Technical Help Desk Support and Project Management & Transitioning.
• Selecting technology products according to the capacity utilization
• Sizing & designing of the network architecture & system hardware as per capacity & clients requirements.
• Responsible for post hardware installation, understanding client’s requirements and ordering the T1s and E1s and enabling network & system configuration; configuring the skill based routing, and of DNIS for taking 800-incoming calls.
• Configuring the Vectors and VDNs (Vector Directory Numbers) as per client’s requirements.
• Configuring the CTI server for any third party application like Dialler or Voice Logger as per requirement.
• Creating & analysing customised reports for 24x7 operations support and for MIS.
• Looking after the issues related to Call Management System a utility used for call centre accounting (used to analyze calls / agent, calling time and important factors helpful for planning agents and their utilisation.

Mar 1994 – Jun 2000 · 6 yrs 3 mos · New Delhi Area, India

• As AM - Technical, I was primarily responsible for technical project management, advisory and consulting for TCIL's key customers in India (mostly Govt. of India organisations including DoT) to execute multi million dollar microwave, OFC, Satellite communication projects in India. Also worked on multiple projects in Kuwait, Israel, Jordan and Comoros as subject matter expert for communication projects delivery. Awarded and recognised for excellent performance.

Sep 1989 – Feb 1994 · 4 yrs 5 mos · Lucknow Area, India

• Plan, Design, Implement and transfer of Communications Projects for HF, VHF, UHF, Paging, Satellite Syatems for Govt. of India Departments and organisations across India.