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خلاصہ
I am a tech-Savvy and result-focused Electronics Engineer credited with +14 years’ experience delivering highly valued projects and technical support in technologically advanced environment of Telecom /IT environment. Proved instrumental in Prepaid, Mediation, Public Calling card, VPN and service enablement platforms. Extensive experience in strategic technical engineering leadership and professional roles ranging from Back office Engineer, SME, Customer Support Lead and Service delivery Manager, managing managers’ teams and key functions, consistently delivering SLAs, performance indicators on all levels. A highly personable and engaging specialist who is known for distilling complex intransigent challenges & problems into a set of solvable blocks. Adept at clarifying technical requirements, managing customer, performing gap analysis between goals and existing procedures and system improvements by execution of corrective and preventive actions.
My key skills includes Customer Requirement Gathering & Analysis || Customer Satisfaction & SLAs Achievement || Key Negotiations & Contract Administration || Technical Troubleshooting || Corrective & Preventive Action Plans || Communication Skills
My technical skills include
Operating Systems: Windows NT/2000/XP/Vista/7, Linux (Red Hat), Solaris 9
Networking: LAN/WAN design and architecture, TCP/IP, CCNA
Applications/Tools: Hadoop, Cassandra, UNIX, VMWare, SS7, SQL SERVER 2008, MS Office, MS, Exchange, CAMEL, DIAMETER, SIGTRAN, TCP/IP protocol family, SNMP, SMTP, SMPP, JSON, Wireshark
Hardware: TSP (NSP5/6), Prime Power 1500/2500, Telco Service Platform, HP Servers,Oracle Enterprise and Blade Servers.
Development Tools: Shell scripting, C/C++
My professional background and great industrial exposure coupled with an excellent track record makes me an ideal candidate for executive roles. As such I would welcome a discussion regarding opportunities with your organization that fit my background.
پراجیکٹس
تجربہ
Customer Support Solution Lead (Prepaid, VPN, ECE and RSG Admin)
Led support team working remotely from India and African region; steered efforts towards Tariff Management, Implementation, Marketing Campaigns, and Issue/Bug Tracking for BSS Revenue Management Domain (Prepaid Charging & Billing).
Key Contributions:
· Meet SLA requirements and customer expectations and optimum satisfaction level; managed the customer’s expectations and perception of Ericsson’s delivery of the SLA in order to ensure excellent Customer Satisfaction.
· Provide feedback on delivery performance to the delivery organisation and the account; ensure agreed processes and work instructions implementation and utilization by the customer and in Ericsson’s support organisation.
· Plan and execute all the activities e.g. preventive & corrective maintenance; lead the technical meetings on support issues raised by customer as well as work closely with tier 3 Dev teams to assist with timely resolutions of complex issues.
· Rendered Business Consultancy and Implementation Expertise for Billing & Mediation Systems, performed requirements gathering, Analysis, Implementation, ATP testing Verification, Regression testing to identify any design issue, UAT.
· Identify and highlight design flaws in the existing systems that are in conflict of future business requirements of customer.
Team Lead Support (IN /VAS / OSS /MPBN)
Managed customer networks, Broadcast performance reporting to the customer based on the operational reports; led VAS / OSS domain for KPI monitoring and delivering counter measures against emergencies in customer Network.
Key Contributions:
· Expertly served in SDM role when SDM is not available and handled emergencies for IN, OSS, MPBN and VAS domains.
· Ensured agreed processes and work instructions deployment and used by the customer and in Ericsson’s support organization, as well as devised adequate action plans and internal controls in case of SLA compliance bottleneck.
· Harnessed astute engineering expertise and preceptive operational requirement to lead, conduct, and coordinate software upgrade activities and directed team escalations to global support.
· For the appointed SLA, strategically positioned as the main customer interface responsible for Ericsson services in order to deliver according to obligations, secure cost-effective service delivery and keep a correct level of customer relationship.
· Managed Emergency (Diglite) reporting and ensured appropriate counter controls deployment in stringent time line.
