PROGRAM MANAGER
MULTINET IT SOLUTIONS
Total years of experience :18 years, 4 Months
Handled a team of GIS personnel to translate and deliver the network data verified from numerous surveys in a geospatial context configured in ArcGIS10.1 using ESRI Fiber Editing Tool v1.1. Representing the network elements in the form of maps, the geodatabase was used as a network inventory and infrastructure management tool aiding both fiber and maintenance teams.
This geo-database system serves as a baseline for cable network monitoring system CABLE SCOUT to configure the network to component level for a better planning of network resources.
Key Responsibility Areas (KRAs) involved follows:
Documentation of active and passive components in the network.
Data workflow monitoring for quality assurance and quality control.
Identify existing network load and forecast demand growth to prepare capacity analysis.
Utilization reports of existing network components for better planning of future upgrades and network expansion.
Assessing the availability and accessibility of the duct infrastructure including the number of duct-ends per pull box; occupancy of ducts and useable space of ducts.
Understanding system requirements; and coordinating with design teams to design mobile application solutions for clients.
Preparing techno-commercial proposals based on the tender specifications and client requirements.
Preparing WBS and resource allocation reports based on tender specifications.
Client Relationship management - Engaging with existing clients in providing, developing relations with new clients and exploring ways to provide products, consulting and services.
Participating in technical and corporate events to innovate and develop solutions meeting client requirements.
in the capacity of an incident manager in the integration of Test Environment Managed Services across various platforms (such as Mainframes, Application servers, Web sphere applications) for a major banking client in the UK. The role involved being the key point of contact responsible for the restoration of services during server outages impacting Test environments. This engagement was one of the World’s largest Banking Integration programs that involved more than 2100 applications and 500+ test environments of UK and Scotland based giant banks.
Key Responsibility Areas:
Managed the successful resolution of Incidents within defined Service Level Agreements (SLAs). The role involved escalation, communication and management of all incidents.
Monitoring of open incidents, service requests, and known system problems and managing the incidents through to resolution.
Ensuring correct incident categorization, prioritization, identification of root cause issues, recovering the service, where possible, and escalation to responsible Support groups.
Handled a service desk of 20-30 FTRs (full time resources) for a US based telecom giant. The service desk responsibilities included provisioning of digital broadband services for end users, testing of digital lines from the Central Office to the ONU (Outside Network Unit), estimate the speeds on the network, running BERT tests on the network to analyze the error rates.
Handling a service desk of 20-30 FTRs to troubleshoot network and application related issues for customer and end users.
Monitoring service incidents for process adherence and managing service levels within defined AHT.
Member of Customer Advocacy Group (CAG) to elaborate process improvements mechanisms to customer.
Driving and excelling in Critical Performance Metrics such as CSAT, CR!FT, CPAT and Efficiency. Also driving parameters such as First Call Resolution (FCR) across the team.
Identifying training requirement for service desk personnel based on system updates and requirements.
Quality tracking within established parameters and outlier management by devising appropriate action plans for service desk team.
Formulating the best technical resolutions as part of knowledge base.
Technical Expertise: SIEBEL TICKETING TOOL, SIEBEL DASHBOARD