Balappa Mallikarjun Hugar

Valid WP-VISA for Canada

Pitney Bowes Telecom Lead

NUS(National University of Singapore)

Cell Phone:+65-92729639

Clementi West Coast BLK-706

Singapore-120706

Email ID: ab36xw@r.postjobfree.com

Valid Work permit: 19th Oct 2011 till 19th Dec 2013.

Objective: Seeking assignments involving Team Leadership in Telecom Projects Installation, Project

Transitions,

Implementation, Deigning Call Flows Maintenance & Operations domain with an organization of repute.

TEAM LEADERSHIP

• 7+ years experience in Managing Telecom Projects, Installation, implementation, Maintenance, System

Administration, Man Management, Trainings, Product development, Customer handling and accomplishments in

Technical support, customer service and customer relationship management. Handled difficult customers and

introduced customer engagement programs. Strong communication skills and high motivation with the ability to

manage and train others.

• Provide SIP (Service Improvement Plans) for telecom towers.

• Very open to learn new technologies and ready to face any challenges at given time.

• Provide expert advice and suggestion on Call Centre Technology products like Avaya IPTEL, CISCO VOIP,

ACD, CMS system, Voice Mail, Avaya CTI, Unified Voicemail,CISCO IPT, Witness, Nice recording system,

Call Center Application, Aspect Contact Center & Dialer, Video Conferencing, Data Wall & Video Wall

Servers. Turret Phones, Mitel Telephony and trading telephony.

CUSTOMER RELATIONSHIP MANAGEMENT

• Interaction with clients, understanding and analyzing customer requirements, thereby achieving SLA and effective

operations.

• Capture complete details about the process like ITIL, Process Owner, their contact details, Location, strength of

process, distribution. Handled the due-diligence and transition of various customers in standard framework.

• C0- coordinating resolution of escalated calls and queries of customers on a day to day basis.

TRANSITION AND CONFIGURATION MANAGEMENT

• Project Management including planning, monitoring and progress reporting for transitions.

• Working closely with delivery teams and counterparts on knowledge transfer, SLA definition and governance

during the actual transition.

• Ensure smooth execution of the project plan and meeting delivery commitments as per agreed deadline.

• Driving the transition governance by conducting appropriate meetings / communication with all stakeholders.

EXPERIENCE:

Presently WIPRO Technologies Canada, Ontario, Ajax :( AVAYA VOIP IP Telephony and CISCO IP Telephony)

Roles and Responsibility at Pitney Bowes:

• Managing 21 locations across the Canada for PB clients, Installation, implementation, Maintenance, Call Flow

Designs for Rate Changes, System Administration, Man Management, Trainings, Product development, Customer

handling and accomplishments in Technical support, customer service and customer relationship management.

Handled difficult customers and introduced customer engagement programs. Strong communication skills and

high motivation with the ability to manage and train others.

• Mainly working on Telecom Project Transitions like US, Canada and UK.

CRE Projects (Corporate Real Estate Projects).

• Handling Client issue on L2 & L3 on Avaya, CISCO IPT, CMS, Audix and Witness.

• Designing Complex Call Flow for Clients Projects at Call Centers at Canada

• Configuration, Installation, Routing, maintenance and Administration of

Version CM-3 and CM-5(Call Manager Software) for Avaya (S8700)

• Configuring the ACD (Automatic Call Distribution), VDNs & Vectors for call routing and processing at Wipro.

• Project Management including planning, monitoring and progress reporting for transitions.

• Working closely with delivery teams and counterparts on knowledge transfer, SLA definition and governance

during the actual transition.

• Ensure smooth execution of the project plan and meeting delivery commitments as per agreed deadline.

• Driving the transition governance by conducting appropriate meetings / communication with all stakeholders.

1st: Organization: Accenture Pvt Ltd Bangalore 4 Years (Avaya IP Telephony)

ACCENTURE- Accenture is a global management consulting, technology services and outsourcing company,

with net revenues of US$26.65 billion for the fiscal year ended Aug. 31, 2008. Committed to delivering innovation,

Accenture collaborates with its clients to help them become high-performance businesses and governments.

3 Years (Voice Analyst) Date of Joining 29th Dec 2006 till 18th June 2009. Designation: Avaya Engineer

(Routing Engineer) Telecom. Project: Toll-by-pass. TBP technology is used to avoid high long distance

Charges for making ISD calls to different countries. It uses VOIP protocol along with the Avaya IPT PBX

System and CISCO IPT.

Current Company : Wipro Technologies Singapore 3 years( CISCO IP Telephony or CISCO VOIP)

Working on CCM (Cisco Call Manager) 4.X and 6.X Versions, Avaya CM-5 Version, Aruba Phones,

Octel Voice Mail System, Turret/Trading BT-Phones Configurations supporting Globally Clients from America,

EMEA, Asia and Singapore.

Project: NUS(National University of Singapore) Wipro’s Client for Global Operations.

Highlights

• Spearheading the daily activities for Network-voice operation, Change, new projects, Transition, and

Configuration management processes with a team comprising of 3 managers, 2 team leaders, and 10 technical

specialists and over 30 configuration engineers providing support across India & global IT operations for

Client of NUS on CISCO VOIP.

• Ensure no negative business impact to Client business processes by changes applied to IT systems.

• Mitigate / Highlight risks to leadership of not meeting business SLA against the IT systems available to support.

• Driving the transition governance by conducting appropriate meetings / communication with all stakeholders.

• Articulate solutions, conduct presentations, review RFP’s and discussions with senior management on

customer side.

• Incident reduction by better availability and capacity planning through optimum use of AIM tools.

• Have prepared various handy documents on technical issue and user manuals.

• Installation, Maintenance, System Administration for Avaya system and CISCO VOIP.

Tools supported & Expertise:

Avaya Site Administrator (ASA)

• Designing complex ACD call flows.

• Initiating preventive maintenance by running proper tool and schedule for the change.

• Monitoring trunk for Quarterly and providing T1/E1 recommendation on usage.

• Help other team members on New, Change and Modify tickets on day to day activities.

• Firmware upgrade on CM, Phones, CLAN and various cards.

• Modification changes on IVR systems.

• Responsible for handling outages, critical issues and providing detailed RCA.

• Providing recommendation on new products and drive new projects within timelines.

• Reviews RFP’s from vendor and represent PPT to the customer with current and future changes with key points.

• Yearly Holiday Table changes.

• System, Announcement changes and backup.

• Initiate system cleaning and help customers on utilizing the proper tools with huge cost benefits.

• Vendor co-ordination for any issue and follow up with team to make the system up time of 99.9%.

Call Management System (CMS)

• Scheduled CMS Backup.

• Help other team members on New, Change and Modify tickets on day to day activities.

• Provide customer with proper report and design as and when required.

• Monitoring the system and take preventive action.

• Daily Error log check for the backup.

• Designing scripts based on customer requirements.

Witness (Contact Store CM)

• Advanced Administration on Witness systems.

• Status and link verification.

• Add, Move Changes.

• Monitoring of system health, port Status.

• Handling all QCM related issues and troubleshoots with Application team.

Details:

Total Exp Months: 84 Months (7 Years).

Graduate Degree: B.E Engineering VTU Bangalore.

Specialization: Electronics and communication.

Key Responsibilities at Accenture:

• Configuration, Installation, Routing, maintenance and Administration of

• Version CM-3 and CM-5(Call Manager Software) for Avaya(S8700)

• System Administration and Maintenance of AVAYA G3r Switch, S8700 Media Servers and the Telecom Network at

Accenture.

• Monitoring and Maintenance of the IPLC (ISDN PRI) Link.

• Installation & System Administration of the Avaya CMS (Call Management System) Supervisor, generating

reports and taking backups.

• Configuring the ACD (Automatic Call Distribution), VDNs & Vectors for call routing and processing.

• Configuring the Data Modules, Trunk groups / Signaling groups, Dial Plan, Route pattern, Station features,

Feature access codes, Installing, Configuring & troubleshooting Digital phones & IP phones.

• Managing end-to-end Network Connectivity Hardware /Software.

• Analyzing Logs through CLI Manager (Command Line Interface Manager)/Nortel Networks.

• System administration and maintenance of Avaya G3r Switch, S8700 media servers (PBX) and the telecom

network at Accenture Monitoring and maintenance of the IPLC (ISDN PRI) links.

• Installation & System administration of the Avaya CMS (Call management system) Supervisor, generating reports

and taking backups.

• Configuration of ACD (automatic call distribution), VDN, Coverage path, Hunt group, Vectors for call routing and

processing.

• Configuring the data Modules, Trunk groups/Signaling groups, Dial plans, Route pattern, station features, feature

access codes (FAC).

• Installing, configuring & Troubleshooting Avaya & Ericsson Digital phones.

• Taking Monthly Back up of the S8700 Media server (PBX).

• System Administration and maintenance of Octel Voice mail server.

• System Administration and maintenance of the Witness call recording system, Schedule recording, assisting and

training the QA`s team, agent team leaders and the operation in designing various forms.

• System Administration and maintenance of the Simon Wall board used to display real-time statistics.

• Administration of Nortel passport.

• Generating weekly and monthly based call billing using the Escape call billing software.

• Installation of IEX software on users computer and proving first level support.

• System administration and maintenance of Ericsson PBX LIM, Magines, GSM and domestic telecom at

Accenture.

Training Undergone:

• Avaya CM-5 & CM-3(Call Manager) at Delhi by Avaya Global Connect.

• Advanced IP Telephony implementation Avaya IP Telephony-2010

• CISCO: CCNA1 & CCNA2 at Bangalore by CISCO Pvt Ltd Bangalore.

• Witness Call Recording Solutions at Bangalore

• CMS Reporting Tool: at Bangalore by Avaya.

• MSP (Passport) End to end connectivity at Bangalore by Nortel.

• MSS (Multi Service Server) basic usage in Voice In fracture at Mumbai Orange Pvt Ltd.

• Octel Basic Configuration by Avaya at Bangalore.(Voice Mail Services)

• Nice Recording Solution at Bangalore

Witness & NICE:

• Installing the client S/W in the Desktop for login into the Soft phone.

• Monitoring, Recording & Query generation of calls.

• Taking Backup of the calls from the nice logger.

• Creation of Agent ID's.

• Creating Supervisor user ID's and assigning privileges to them.

• Troubleshooting voice recording issues of witness by using CAP test utility

• AES (Application Enablement Services)

CALL MANAGEMENT SYSTEM

• (CMS - SUN Blade 150 on Solaris 8 Platform)

• Manage and create Real-time, Historical and Integrated reports.

• Manage and create login ID's / Splits / Skills.

• Scheduling of CMS maintenance Backup.

• Manage Agent Administration, Call Center Administration, Custom reports, User permissions and Maintenance.

Worked on following Servers:

• Witness Server

• CMS(Call Management System) Server

• Octal Server

• Call Billing Server

• Remote Server

• Video Conferencing Band Width.

• Voice Network End to End connectivity

• MSP (Multiplexers ISDN, PSTN)

• Nice Video/Audio recording Solutions.

• S8700 Server with G-650 Media Gateway.

Witness Server (Call Recording System): have good knowledge on End-to-End connectivity, maintenance,

configuration, operation and Application with SQL Queries. CAP-test Sun Solaris’s OS.

Client handled : America, EMEA, Asia and Singapore:

• AT&T, Morgan Stanley, Bell South, RSA BPO, Flyer, Selfish, HDS, Pop Corn,

• BT (British Telecom), US & UK Telecoms, Woodpecker, Cougar, C&W, TATA Telecoms, Pitney Bowes Wipro.

• NUS(National University of Singapore) since Jan 2013 at Singapore.

Key Responsibilities at Goldman Sachs:

Cisco Call Manager and Cisco Unity at NUS CISCO VOIP Singapore.

• Collecting site specific information (Time Zone, Area Codes, IP Address, PRI details etc…)

• Registration and configuration of IP/Analog Phones, Voice Gateways in Cisco Call Managers (CCM)

• Administration in Cisco Call Manager (v4.2/6.1) and voicemails in Cisco Unity Express (v3.2)

• Service in Call Parking, Call forwarding, Calling Search Spaces, Route partition, Hunt group, Speed dial logins,

Route Partition, Translation Pattern etc…

• Mailbox, Voicemail Greetings, Auto attendants, User prompts administration in CUE.

• Restoring GUI functionality to each CUE module that Cisco supports RADIUS authentication

• Working on CCM (Cisco Communication Manager) on all America, Asia and EMEA clusters.

• Working on SDLs (System Distribution Lists for Voice Mails).

• Working on Trading Phones (Turret and BT Phones)

• Turret ID creation, Lac (Logical access code for channel mapping)

• Basic troubleshooting on Trading Phones.

• Daily Productivity Report on SRS, Rexs and Remedy.

Project BT (British Telecommunications) Turret Migration (Trading Phones): Turret Phones

• Netrix Hardware Components: basic trouble shooting on

• CM(Command Module)

• LM20(Line Modules)

• VM8(Voice Module-8 Speakers)

• ITS Profile/Trader Profiles:

• Access the ITS profile Trader Profiles

• Creating New Trader Profile from End to End.

• Creating Traders Packs

• Reporting all issues of Turret Profile through ITS Profile Reporting.

• Troubleshooting ITS.Netrix

• Mitel Phones, BT turret Phones, IPC Turret Phones, Cisco Phones, Avaya Phones,

EDUCATIONAL PROFILE

B.E. (Electronics/Telecommunications) VTU Belgaum (A.I.T College Bangalore) 1st division, Bangalore 2006.

Awards and Recognition:

• Awarded as best employee twice for Accenture India Voice team.

• Awarded for building a stronger team by contributing in making Bangalore and Mumbai as the Best Team of the

quarter.

• Awarded for successfully completing the technical training on Avaya CM Call Center Basic: Install.Admin. &

Maintenance in Avaya Global Connect.

• Awarded for successfully completing the technical training on Avaya Advanced IP Implementation and Work shop

By Avaya Bangalore Oct 2010.

• Got rewarded for the following activities:

Setting up the call flow for new Projects.

Exceeding the customer expectation by doing the job to utmost perfection.

Wipro Recognition (Pitney Bowes)

.

• Recognition from PB Clients Management/Directors for Jan 2012 Rate Change Ever Successful since 5 years

using least cost method and Designing Complex Call flow into Simpler Call flow.

• Recognition from Wipro management for resolving 3 years pending issue from Wipro side taking initiative and

implementing new idea during Shut down of Noida office, which always used to impact Network Voice Team.

• Recognition for resolving Client escalation for Polycom issue in one week.

• Recognition for Implementing IP network instead of tradition TDM/ISDN standards used in setting up of Global

video conferencing through US, EMEA and ASIA regions, which save around 40 thousand dollars for Clients

every months.

Thanks and Regards,

Balappa Mallikarjun Hugar

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