Information Technology Manager
Atlantis Hotel and Resorts
Total years of experience :14 years, 2 Months
• DesignedanddevelopedcallflowsforAtlantistheRoyal, ensuringseamless communication processes within organization.
• IspearheadedtheprojectofGuestfeedbackandcomplaintsystematAtlantis., I collaborated on the development of tailor-made solution that was designed specifically to address the operational needs of handling guest feedback and complaints, as well as facilitating service recovery.
• ILedtheprojectforAtlantisCallClassification.WorkedwithHotlynconthis project that involves designing a custom-made software solution for the Atlantis finance team.
• launchedAtlantiscloud-basedvisitormanagementsystembackin2023.
• Ispearheadedcompletesetupoftelecommunicationsinfrastructurefor Atlantis The Royal, laying foundation for efficient communication channels.
• HandledandleadcompleteprocessforAtlantistheRoyalTelecommunications from designing RFP, gathering data, selecting vendors, implementing solutions, and ensuring smooth post-go-live transition.
• IledmajorupgradeforAtlantisContactCenter, enhancingitscapabilitiesand efficiency.
• Isuccessfullydeveloped150-seatcontactcenteratAtlantisPremiseonAVAYA AACC Platform.
• Intermsofcapacity, Iprovidedrobustinfrastructureandsupporttohandle over 10, 000 calls in a day in Atlantis Contact Center, ensuring uninterrupted communication services for organization.
• IdesignedmultiplesmallcontactcenterswithinAtlantisforspecificfunctions such as SPA, In-room Dining, Facilities Management, Information Technology,
• Another significant project I spearheaded was the Atlantis IVR Payment integration in Avaya. This initiative allowed Atlantis to become the first hotel in the region to handle payments over the phone from guests without the need for human interaction.
• I have been instrumental in implementing innovative solutions to enhance guest satisfaction and streamline operations.
• I led the implementation of a SIP-based guest room voicemail solution, replacing the outdated analog version previously in use.
• Oversaw the project to replace the outdated CAT3 patch panels in the Atlantis Data Center and MDF with the most recent CAT6 patch panels with the least amount of service interruption and downtime.
• Oversaw the project to create meeting room options for the Kerzner management and the board of directors of Atlantis.Introduced the meeting room solutions for video conferences from Crestron.
• Led the project to deploy barco for executives to use in their presentation rooms.
• Led the AT-Vision project for the IPTV systems in the guest rooms of Atlantis.
• Led the project for WiFi deployment at atlantis beaches.
• I oversaw the implementation of Atlantis email management solution in Contact Center.
• Introduced Freshdesk with Freddy AI, which allows us to manage our guest emails more proactive and efficiently.
• I supervised the Atlantis Guest room phones project, collaborating with the Marketing team and Vtech to create a customized phone exclusively for Atlantis. We possess the prototype for this unique model.
• Responsible for overseeing the centralized contact center operations for all Kerzner and One & Only properties, ensuring efficient call handling and smooth transitions.
• Collaborated with various ISP vendors in different regions to establish effective call flows and optimize call handling processes.
• Spearheaded the project for procuring and routing toll-free numbers for Atlantis and One& Only properties across multiple countries, ensuring seamless communication for customers.
• I am responsible for overseeing the management of over 2000 mobile phones provided by the company to our business users. In our operations at Atlantis, we utilized the powerful desktop central MDM platform to effectively control and enforce company policies on these devices, ensuring seamless management and security.
• Ensured compliance with relevant regulations and industry standards through diligent documentation and adherence to established procedures.
• Handled DU telecommunication Video Conferencing project.
• Supported multiple Avaya clients in Hospitality, Education and banking industry.
• Conducted regular reviews of operations and identified areas for improvement.
• Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
• Managed client relationships through regular check-ins and updates on project progress.
• Enhanced communication among team members, fostering a collaborative and supportive work environment.
• Supported remotely multiple clients overseas like Cigna, BT etc.
• Handled all Avaya related P1 and P2 cases.
• Developed junior team to handle P3 cases and provide Level1-2 support on calls.
• Handled escalations with Avaya.
• Resolved critical issues during system integration phases, ensuring seamless transitions between design iterations.
• Interacted with subject matter experts to develop training material and tools for personnel.
• Installed, maintained and supported voice/data applications.
• Managed complex projects involving multiple stakeholders, ensuring successful deployment of telecommunications infrastructure.
• Avaya Global Connect is the major and biggest Avaya partner in INDIA, hence supported Avaya infrastructure for major banks, hotels, Education institutions.
• Part of AGC core team for new installation and post go Live support.
• Responsible for any downtime in major Avaya contact centers.
• Handled the complete upgrade for Religare 500+ seats contact center in Noida.
• Ensured regulatory compliance by staying current on industry standards and applying best practices in all projects.
• Updated software and firmware with latest patches.
• Built strong relationships with vendors, negotiating favorable contracts for equipment procurement and services.
Instrumentation Limited (As Network Engineer), Kota, Rajasthan - Dec 2009 to Dec 2010
Skills
• Troubleshooting skills on Polycom CMA, DMA, RMX, VBP Servers.
• Troubleshooting skills on Polycom IP phones.
• Troubleshooting skills on Avaya Servers (S8300, S8400, S8500, S8720, S8730, S8800), Avaya ESS, Avaya LSP.
• Troubleshooting skills on Avaya Gateways (G250, G350, G450, G700, G650)
• Troubleshooting skills on Avaya IP telephones (16xx, 46xx, 96xx, 302D Console Phone etc), Firmware Upgradation, PRI Installation etc.
• Working experience on Avaya CMS Server.
• Working experience on NICE (call recording server)
• Working experience on TELESOFT (call billing server)
• Working experience in call center environment, hotels, BPOs.
• TCP/IP experience includes subnetting
• Planning and Installation of LANs.
• IP network administration and monitoring.
• Responsible for the availability of the IP network - including Internet, voice/VoIP and video.
• Perform advanced troubleshooting on network faults. Coordinate with on-site technicians to resolve physical faults.
• Desktop support, LAN administration and help desk function experience.
• Experience in a wide range of client/server applications, installing and configuring desktops and servers. Good Troubleshooting skills and excellent communication.
• Web Tools: HTML
• Languages: C, C++, JAVA
• Business Applications: SAP
• Creative with effective interpersonal skills and organizational abilities.
• Strong, coordinating, planning and problem solving abilities.
• Ability to work under pressure, time sensitive, fast paced environment.
• Ability to handle projects from planning through to execution.
• Monitored equipment utilization and machine downtime with responsibility for the implementation of corrective and preventive actions in a service desk environment.
• Tracked yield loss per machine deviation and coordinating yield improvement.
• Performed equipment installation checks and validation on new equipments.
• Coordinating with technical and non-technical staff or equipment utilization and maintenance.
Practical Training
• B.E. Computer Science, Modi Institute of Technology, Kota (Raj.) (2005-2009) 66.75%
• Higher Secondary, Adarsh Gyan Mandir School, kota. (2005) 51.69%
• Secondary, Central Public School, Kota. (2003) 64.83%