Team Leader
Middle East Telecommunications Company
Total years of experience :19 years, 10 Months
Leading & Mentoring team of Pre-sales, Implementation & Support
•Core Expertise on Designing & Implementation of Avaya Aura & Cisco Collaboration Solutions for Healthcare, Hospitability, Banking, Government, Education, Oil &Gas business verticals
•Engagement with Sales Team to identify Enterprise, Government and Commercial opportunities.
•Engages strategically with client for business transformation and setting up POC / Demo’s to win Projects
•Architects Solutions to business needs/problems in a business context
•Managing Customer Relationship and Project Lifecycle
•Project Scope Management & Operations Management
•Reporting progress and regular updates to higher Management
•Some of the Prestigious Customer accounts handled are Kuwait Oil Company, Kuwait National Guard, Kuwait Finance House, Boubyan Bank, Major Telecom Players
Job Profile:
•Leading & Mentoring team, Project Planning/Management, Task allocation & Monitoring.
•Lead a team of 35+ engineers on different projects of Data Network, SAN, IPT/UC, Preventive Maintenance support and Service desk.
•Coordinating, prioritizing, estimating, tracking progress, reporting status and managing requirements for team & Projects.
•Good understanding of IT processes and ensuring compliance as per company standards / targets
•Operating in a dynamic, complex, matrix organization, working across multiple global teams.
•Performs project scoping, Planning, organizing, administering, reviewing, and evaluating the quality of work delivered by Engineering, QA & Ops team
•Facilitating team and client meetings, presentation, training team members and resolving/escalating issues
•Developing and implementing systems and process to enable smooth functioning of the project teams
•Assisting the business development team for project bidding with technological competencies & Solution Designing for Unified Communications & Collaboration projects of Cisco and Avaya.
•Managing the technical aspects throughout the project lifecycle.
•Interacting with clients globally from various countries like Europe, US, UK for understanding their business requirement and presenting a business case/solution to BU head/Practice head for Unified Communications & Collaboration projects.
•Planning KT session with client, understanding SOW and building team for off-shore support.
•Develop procedure to track and present project updates on daily/weekly/monthly to client and internal management.
Major Projects Handled:
Coloplast: Global IT support from Offshore for Data Network, SAN, IPT/UC, Preventive Maintenance support & Service desk.
Chevron - Cisco Collaboration Support from Offshore
Coloplast Australia Migration - Migration of Legacy PBX to IP based Avaya System and integrating with Global Communication System at Onsite.
L&T InfoTech - Global NOC Setup
Managing the Projects assign by line manager and ensuring closure in defined time frame.
•Installation of Avaya’s UC & Contact Center Product Portfolio for various business verticals
•Integration of Avaya System with other vendor Communication System on Q-Sig, H.323, SIP
•Migration of Avaya Definity system to IP Based System ensuring smooth business continuity
•Installation of Extreme data switches & configuration for different application on the network
•Installation of IP Trade trading solution & configuration of application and Turrets as per trader’s requirement
•Some Prestigious projects completed are Blue dart. Edelweiss, MacAfee, Reliance, Essar, etc. and also project in ONGC, Uran plant a government organization which required a lot of testing and inspection of the product. Received special appreciation/award from Avaya President on completion
•Implementation & Support of converged Data, Voice & Video solutions
•Presales support and support for Sales team in technical discussion and setting up POC / Demo’s.
•Installation of MITEL IP PBX, IP Phones, Contact Centre Modules, etc. and configuration of system as per client needs.
•Configuring PBX and phones for SIP to work in a multi-vendor environment.
•Implementing LAN, WAN and configuring of Data Switches and Routers
•Installation of Call Recorder / Voice logger of Callrex and ASC and configuration as per client needs.
•Some prestigious Projects Completed include BBC London, Regus Business Centre, IATA, Dow Corning International call center of Dlink etc
Job Profile:
•Monitoring & Troubleshooting of Network for Internet Data Center (VSNL), biggest of its kind having some of the prestigious customer like Rediff, Yahoo, India times, Cable & Wireless etc.
•Monitoring of bandwidth utilization and network connectivity to collocation customers. And escalate if any problem in Backbone and International connectivity.
•Monitoring and maintaining of network parameters like packet loss, latency, bandwidth etc.
•Making necessary network changes in case of necessities by following proper Change Requests Approvals.
•Providing add-on services like back up, hands on support on the customer servers and network equipment’s.
•Proactive Monitoring the entire infrastructure of IDC infrastructure and providing environmental support like power, a/c and security (access control) to ensure customer’s SLA’s are met as per IDC standards.
•Attending customer complaints, problem diagnosis and resolution. Prepare, update databases and Preparing hourly shift report /Daily field report and generate weekly report
Network & Links Auditing, Providing Reports & Recommendations for improvement & customer Satisfaction
•Network Monitoring & Support Sify Broadband Network which consists of 7200, 3600 and 2600 Cisco Series Routers
•Lead a team of 10+ field engineers and a group of tech support engineers in resolving client’s problem.
•Implement Switched Network thereby provide last mile connectivity to the end user
•Assign service calls to Field Engineers, Tracking Progress and Updates
•Support to Implementation team and field engineers in resolving problems at the Site related to Network and Microsoft OS
•Preparing monthly and weekly analysis for various problems faced by clients & report to senior Engineers. Also plan out corrective and preventive actions for reduction in repetitive customer complaints.
MBA in Information Systems from Sikkim Manipal University in the year 2012
B.E in Electronics from Finolex Academy of Management and Technology (Mumbai University) in the year 2004
• Diploma in Industrial Electronics from Terna Polytechnic (Mumbai) in the year 2001
High School from Holy Cross High School (Mumbai) in the year 1998