Sr.Technical Specialist
Ooredoo in Kuwait
Total years of experience :16 years, 4 Months
Ooredoo in Kuwait ( Formerly WATANIYA TELECOM.) Sr.Technical Specialist SINCE NOV '99
Joined as Billing Operator and rose to the level of Sr.System Analyst.
* In charge of implementation and support of the Siebel Point of Sale system, Oracle CRM system, Siebel Loyalty management system and Periphonics IVR. Liaising with vendors for support/upgrade/problem solving of these systems. Leading a team of 4 for the same.
• Analysing and resolving myriad operational issues on the Siebel, Oracle CRM and IVR applications, daily.
• A regular contributor in design, development and deployment of Change Requests on the same platforms.
• Significantly contributed in the analysis and re design of the IVR application.
• Instrumental in setting up of integration of legacy systems to the CRM system.
• Spearheaded the establishment of round the clock available IVR and minimized downtime for database issues by executing changes to SQL connectivity on the IVR platform.
• Played a key role in devising and implementing a preferential call treatment application for VIP customers on the IVR.
• Developed and implemented scripts in UNIX and SQL for the various operational jobs.
KOSHIKA TELECOM LTD. ASST. MANAGER-IT JUN '97-NOV '99
An Usha Group company operating cellular services in UP-East, UP-West, Bihar & Orissa circles of India.
Started as Management Trainee-IT.
Responsible for monitoring the OS, HP Tru 64 Unix, configured tariff structures & SIM cards/MSISDNS in BSCS, utilised the External Interfaces Module to run bill cycles and developed SQL based reports on subscriber data.
• Credited with the establishment of the activation & roaming Cell as an entity separate of IT.
• Activated and maintained Customer data through customer administration Module.
• Skillfully used the Accounts Receivable Module to enter the data regarding the payments of the customers.
ITIL Certified Service Management Expert ITIL SO and OSA Certification completed October, 2012. ITIL V3 Foundation Certification, Completed August, 2010.
Post Graduate Diploma in Business Management in MIS (equivalent to MBA), 1997 IILM, Calcutta.
BA-English, 1995 Gurudas College, Calcutta.
Higher Diploma in Systems Management, 1994 Aptech, Calcutta.