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Professional Summary

 Accomplished Datacenter Operations Manager with 12+ years experience in ITES and Telecommunication Industries. Successful in leading high-performing teams and partners to sustain product vision, roadmap and business goals. Seeking to leverage technical expertise, leadership and talent to take next career step in challenging executive role. Technically-savvy with outstanding relationship building, training and presentation skills.

Skills
  • Data Center Migration Project Management
  • Network Transformation Project Management
  • IT infrastructure Service Transition
  • ITIL process Implementation
  • Microsoft Project 2011
  • Service Delivery
  • Operations Management
  • Vendor Management
Work Experience
Technical Support Manager Apr 2010 - Current
Singtel Chennai, Tamilnadu

Projects Managed : 126
Role

  • Primarily responsible for end to end Project Delivery and Quality Testing before handover to Customer.
  • Project Co-ordination with global teams/ Vendors for Monitoring & Tracking on Planned Events-provisioning, implementation, installation on regular basis at Datacenter (PoP)
  • Kept meticulous records of all Media costs and expenses and analyzed that data against the budget.
  • Handling Project Delivery on –Global Customer Managed Network Services, Network Transition & Transformation, Node/Data Center (DC) Set-up/ Migration, Routers, Switches, Server Configuration & Installation.
  • Demonstrating abilities in holding review meetings to monitor progress of the project as per schedule/ budgets, ensuring timely completion and delivery of project to the client; extending technical support.
  • Strong understanding of Telecom/Networking/IT/Business industry trends, practices & regulatory issues.
  • Supporting GNOC on Incident/problem management for OLLC TTR and Availability
Senior Engineer Feb 2008 - Apr 2016
TATA Teleservices Limited Chennai, Tamilnadu

Projects Managed : 6
Role :
 

  • Involved in augmentation and Maintenance of POI & NLD connectivity.
  • Monitoring Alarms for various above mentioned nodes. CDR Backup and Health Checks on daily basis for MSC and other nodes.

 Software and Hardware Installing/Upgrading:

  • Responsible for upgrading the hardware and software in the above mentioned Nodes.

 Analyzing and Resolving Software and Hardware Issues:

  • Raising trouble tickets (CSR) and Coordinating with vendor for critical issues and for repeated issues and maintaining the database for the same.
  • Resolving Various Software and Hardware related problem in above mentioned node along with vendor support and providing necessary inputs, and creating log files for resolution.
  • Routine system health checkup of ZTE & Ericsson nodes, Redundancy check, Lifeline test.
Residential Engineer Apr 2007 - Jan 2008
ZTE Telecom India Pvt Ltd Bangalore, Karnataka

Projects Managed : 3
Role : 

  • Involved in Network Operation and Optimization of ZTE CDMA Network.
  • Responsible for Commissioning, integrating & testing of ZXC10 CDMA (MSS) systems
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Managed quality assurance program including on site evaluations, internal audits and customer surveys.
  • Monitored installation and operations to consistently meet rigorous customer requirements.
Hardware Engineer Mar 2006 - Feb 2007
Shivani Info Solutions Trichy, Tamilnadu

Role:

  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
  • Recommended network security standards to management.
  • Traveled to customer sites to provide prompt resolutions to issues
  • Managed firewall, network monitoring and server monitoring both on- and off-site.
Professional Certifications
  •    PRINCE2® Practitioner (AXELOS, License .7))
  •    Lead Implementer Professional for BS ISO/IEC 27001:2013 Information Security Management Systems, (Cert Num: ENR-00303384)
  •    ISO 3100 0:2009 Risk Management Principles & Guidelines Implementation (BSI)
  •    ITIL ® v3 Foundations in IT service management (License: .1039724)
Education
MBA: Systems Management 2011
University of Madras Chennai, TN
Bachelor of Engineering: Electronics And Communications Engineering 2005
Anna University Chennai
Languages

 English, Tamil

This resume is created in 7 minutes.
Summary
Technical Customer Support Manager with experience in a sensitive corporate environment, dedicated to effective team management and customer satisfaction, detail oriented, proficient at building and maintaining professional relationships, Motivated to perform at peak levels and meet company goals.
Languages
Fluent in Arabic, English and French
Skills
  • Self-motivated
  • Team leadership
  • Client assessment and analysis
  • Customer service expert
  • Process improvement specialist
  • SQL database
  • C#, C++, ASP.net, VB.Net, Java, HTML
  • Advanced knowledge of Cisco, Routing and Switching
  • MS Office expert
Experience
Senior Testing Consultant 12/2017 to Current QIQ Qcentris Intelligent Quality AG
  • Scope the required tests, capture and document ·  Design the required test strategy in line with the scope and organization standards · 
  • Create the software test plan, get it reviewed and approved/ signed-off by the relevant stakeholders · 
  • Communicate with the client or on site/ offshore team members, as required ·  Review the test cases and test data generated by other testers · 
  • Track the assigned tasks with respect to the software test plan and the testing schedule.
  • Review defects and assign valid defects to the relevant resource.
  • Ensure the resolved defects are re-tested. 
  • Execute test cases, capturing results and reporting· 
  • Provides test leadership to local and distributed test team · 
  • Acts as an advisor and provides test leadership in all test aspects, including opportunities to improve the quality and efficiency of the testing effort within the team · 
  • Provides input to Test Quality Plan ·  
  • Maintains positive relationship with client · 
  • Requires independent judgment to determine the most effective course of action at any given stage in the test cycle · 
  • Regularly consults the architects on behalf of the team to ensure and maintain technical integrity of the testing · 
  • Follows and promotes the agreed Best Practices and their supporting documentation · 
  • Improve the test process based on the suggestions by others and own judgment
Technical Support Manager 10/2016 to 10/2017 Dell EMC
  • Heading Cairo ECD North America Technical Team, being the first second shift within the ECD (Enterprise Content Division)
  • Managing 10-15 TSEs, focusing on Hiring the right talent and budgeting of salaries
  • Accountable for operational results in terms of group and department performance standards/metrics, customer satisfaction
  • Ensures that Customer support programs are current with regard to upgrades, new product releases, trends, practices and cost
  • Building Weekly Reports for EMEA and NA managers with all the teams performance
  • Doing weekly 1-1s, and Monthly Team meeting
  • Collaborates with other managers, internally and externally, to influence and ensure that assigned Technical support area is meeting internal and external needs, operating efficiently, cost effectively and acquiring appropriate information to meet customer needs and generate accurate reports
  • Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas
  • Monitoring performance of IC with call monitoring and feedback sessions.
  • Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures
  • Contributing in internal projects , Knowledge base, Escalation warning, and Global schedule
Technical Support Supervisor 10/2014 to 10/2016 Dell EMC Corporation
  • Focusing on operations, in an area of functional, technical or product expertise.
  • Assign Development plan and career path
  • Monitoring the activities of individual contributors performing similar tasks within a shift, group, or department within Customer Services
Technical Support Engineer Level II 07/2011 to 10/2014 Dell EMC Corporation
  • Supporting Captiva Products and other Documentum Products
  • Traditional First and Second Line Technical Support, understanding Customer needs and providing solution to meet those needs
  • Efficient case handling within/between the Support Teams, ensuring all objectives is met
  • Manage Hot Cases/ Escalations working as necessary with customers, colleagues and Escalation Management
  • Writing/reviewing Troubleshooting/Diagnostic notes
Incident Management Senior Specialist 07/2008 to 06/2011 Orange Business Services Cairo
  • Acting as first line of support for Air France , supporting their network equipment, Routers switches and Airport hubs
  • Created an Internal KB that all the team used for future reference for troubleshooting , and it moved to all other teams
  • Provide updates as needed to the customer in order to meet performance objectives
  • Monitor systems, customer networks and products, and deal with alerts and events as appropriate
  • Raise and refer issues to correct/relevant entities
  • Working on Network typologies ,Frame relay, IPVPN, X25, Routing and Switching
Education and Training
B.Sc. : Communication and Computer Engineering 2006 Helwan Univercity Cairo Communication Department – Major in Computer Systems
MBA: E-Business 2016 Arab Academy for Science Technology and Maritime Transport Cairo
2003 Panasonic Certificate In Advanced communication Systems, 
2003 YAT Education Center Certificate In Programming (YPDP) , ASP.net, VB.Net, SQL Server
2005 Certified Microcontroller Programming (Atmel)
2012 ITIL v3 Foundation
Service Strategies 2015 Certified Support Manager Cairo
2012 EMC2 Professional Captiva Installation, Configuration & Management Certification
Yellow Six Sigma Certification 2016 American University In Cairo
2016 PMP Training
2017 ISTQB
This resume is created in 7 minutes.
Professional Summary
Enthusiastic young professional with technical and troubleshooting expertise. Team player who is flexible, reliable and adaptable to dynamic environments.
Skills
  • Skilled multi-tasker
  • Analytical and critical thinker
  • Customer service expert
  • Experience using Zendesk, SalesForce, Jira, Google Docx.
Work History
Technical Support Manager, 06/2017 to Current
Peloton Interactive New York, NY
  • Responsible for designing and implementing improved process or operational policies. 
  • Managed a team of tech support agents in New York City and Great Falls, Montana, to track and resolve both Hardware and Software related issues.
  • Managed call flow and responded to technical support customer escalations.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Worked closely with inner departmental teams, including Quality, Product, and Engineering, to discuss current issues and upcoming sprint roadmaps.
Hardware Technical Support, 08/2016 to 06/2017
Peloton Interactive New York, NY
  • Manage technical customer inquiries regarding the Peloton bike.
  • Identify, troubleshoot and resolve Hardware related issues.
  • Provide General Support team with technical procedures for troubleshooting.
  • Assist with technical escalated inquires from our members.
Sales Lead, 08/2014 to 08/2016
R.E.I - Recreational Equipment Incorporated Soho, NY
  • Work alongside store management team to execute store operations.
  • Assisting in the sales process, ensuring an outstanding customer experience.
  • Assist in the execution and maintenance of visual merchandising standards.
  • Work productively within the team and takes initiative to work with others toward common, collaborative goals.
Manager, 06/2013 to 07/2014
Bike Smith Bike Shop Brooklyn, NY
  • Maintains payroll information.
  • Balanced cash register.
  • Prepare work schedules.
  • Maintain vendor and customer relationships.
Certifications
Certified in standard and emergency First Aid Bronze Medallion of The Life Saving Society - Toronto, Canada
Education
BBA: Business , 2011
York University - Toronto, ON, Canada
This resume is created in 7 minutes.
Professional Summary

Seasoned Information Technology professional with 14+ years providing dedicated software/hardware support along with business management. Adaptable to new technologies with relevant experience managing end-to-end projects. I am seeking a Project Management position to implement company methods and improve processes by successfully directing cost, schedule, and technical performance throughout a project's lifecycle with fast-paced execution.

Skills
  • Technical expertise
  • Business acumen
  • Analytical and critical thinker
  • Root cause analysis
  • LAN/WAN/WLAN support
  • Microsoft Active Directory
  • Agile methodology
  • Software remediation
Work History
Senior Specialist-Business Management, 08/2013 to Current
AT&T Houston, Texas
  • Maintained oversight on 12 AT&T VoIP network transformation projects, documenting lessons learned, process changes/enhancements, and assessing technological gaps with collocated cross-functional teams.
  • Coordinated $2M in hardware capital to purchase fiber and network equipment sustaining priority and progress on site conversion.
  • Led effort to acquire voice and LAN survey results amid delays, communicating with teams to successfully obtain and report estimated completion dates.
  • Reduced the number of Administrative AT&T buildings in Texas by 90%, that were under review regarding compliance of Kari's Law, performing facility analysis of 9-1-1 functions and executing remediation.
  • Communicated process improvements and proposed corrective actions, hosting weekly working sessions for team collaboration and next steps.
Senior Specialist - Client Tech Administrator, 05/2005 to 08/2013
AT&T Houston, Texas
  • Worked in technical call center providing 24X7 direct computer and communications support for 67,000 user work force in all 50 states.
  • Strived to resolve client computer issues within 15 minutes to reduce average hold time by 60% or escalated to Tier 2 if surpassed 60 minutes.
  • Managed user profiles, passwords, and privileges in Microsoft Active Directory to administer domain log-ins and configure accounts for dynamic access.
  • Troubleshot application and connectivity issues on wide-range of mobile devices to ensure outside technicians and managers could function over the wireless network.
  • Implemented remote access tools, reducing travel costs by taking control of the computer's operating system and resolving concerns from user's premise.

 


Technical Support Manager, 05/2000 to 05/2005
AT&T Houston, Texas
  • Solely managed 451+ AT&T clients in 25 buildings throughout support zone, delivering comprehensive IT support and adhering to Service Level Agreements managed through ticketing system.
  • Customized images to load on 450 laptop/desktop computers during lease roll project and delegated contractors for efficient time management.
  • Backed-up, stored, and transferred user data; reinstalled diverse applications and configured network printers for uniform, seamless transition to new computing platforms. 
  • Followed-up with users after new machine deployment to ensure optimal performance while providing insight on best use practices.
  • Examined each client's request uniquely, empathetically taking ownership to end; employing interpersonal skills and plausible insight on conflict resolution.
  • Single point of contact for server outages, on short notice performed after-hour node replacements and data recovery leveraging minimal impact to end-users.
Education
Bachelor of Science: Management Information Systems, 1999
Prairie View A&M University - Prairie View, Texas
Extracurricular

Cy-Fair Sports Association Youth Coach               United Way Donor/Volunteer