Experience as

• Employer

• From

  08 January 2008

• To

  11 October 2008

• Detail

  • Provided product support to International clients and distributors worldwide.
  
  • Troubleshoot and analyze the nature of the problem for resolution.
  • Maintained daily, weekly and monthly reports of the services reported.
  • Took take care of the logistics in case of replacement of faulty items.
  
  • Provided Return Merchandise Authorization.
  
  • To troubleshoot and have the problem resolved on receipt of the faulty module.
  
  • Provided training to Engineers and Technicians on new developments and features in the product.
  

Experience as

• Employer

• From

  29 July 2009

• To

  11 April 2017

• Detail

  • Managed a team of 25 technical support agents and all HR matters.
  • Prepared daily, weekly, monthly and quarterly reports depicting trends of operational parameters and QOS parameters.
  • Helped in establishing customer support helpline for advanced fault resolutions.
  • Conducted regular in-house trainings of staff to maintain overall efficiency and also to introduce new technologies.
  
  • Worked on in house OSS for bringing all network elements online and to ensure their visibility.
  • Worked on IBM Siebel CRM to monitor faults, their lead times and rectifications.
  • Service provisioning of DSL services (Including ADSL, ADSL2+, VDSL), VPN services via NMS of whole South region which contains 1300 Optical nodes (ONU/MSAG/MSAN).
  
  • Configured DSL services, VPN services & IPTV Services via NMS of whole South region.
  
  • Coordinated with different departments of the organization (CCC, DXX, NGN Switching, MM&BB, PIE, WLL and Regional/Zonal/National NOC).