APESH GUPTA

Address: ***/* ****

Enclave, Gurgaon 122001

E-mail: acg030@r.postjobfree.com Contact No. :

995-***-****, 095********

Objective

An innovative & creative profile that includes research & development with

knowledge & sharing.

Technical Skills

Networking

. OSI Model, TCP/IP, IP Addressing, LAN/WAN Technologies - DS1/DS3,

VPN

Operating Systems

. Windows 98/XP/2000/2008,2010, Mac 10.1

Tools

Outlook, MS Office, E-mail Clients, FACTS, TBS, FMS, TIMS, AMIT,

WISOR, VFO, USPS, GEOCODING TOOL, CEMR WORKED

WITH ALL LEC AND ACCESS OF THEIR GUI'S for Validation.

Professional Experience

OMNIGLOBEINTERNATIONAL INDIA PVT LTD

[June 13- Oct 14]

Designation - Team Lead

. Role & Responsibilities

. Handling Team of strength of 18 team player for project XO-ASR-

Provisioning.

. Taking Shift Hurdle, allocating orders, updating client on daily

basis and taking weekly meeting with clients.

. Monitor and evaluate metrics, identifying required actions

necessary to achieve service level and quality targets, maximize

first time call resolution, and minimize customer complaints,

transfers, and escalation.

. Monitor calls to ensure positive customer experience and provide

direct feedback on observed performance.

. Identifying Outliers & Conducting regular one on one session to

ensure maximum employee satisfaction & productivity.

. Ensuring team bonding and team interaction as to avoid attrition

happening on the grounds of dissatisfaction in the team

. MIS reporting as well as optimum utilization of resources & system.

. Liaoning between different departments for any issue amongst team

members which is an area of concern.

. Talent retention - Attrition, Quality of review improvement, Team

Motivation, Knowledge Sharing - Training and Development, Team

Absenteeism, Conflict management intra team.

OMNIGLOBEINTERNATIONAL INDIA PVT LTD

[June 11- June 13]

Designation - Sr. Telecom Provisioner

Role & Responsibilities

. Overall responsibility for the resolution of all problems and

changes in provisioning accordance with the standard policies of

XO.

. Minimize the impact of problems on the availability of services and

ensuring the quality and accuracy of data.

. Taking Shift Hurdle, allocating orders, updating client on daily

basis and taking weekly meeting with clients.

. Issuing orders for different bandwidth type circuits to various

LEC's & CLEC's and following up to get confirmation and completion

of order.

. Also dealing with client as well as LECs (Local Exchange Carrier)

for escalation to meet the SLA's

. Working with project managers, if there is a construction job

required to provide the facilities & deliver the circuits on right

time.

. Handling with team members to work in accordance with the

directions from XO.

. Coordinating with different vendors for resolving technological

issues.

. Will have to keep a constant touch with sales team, circuit design

and engineering to ensure that we provide best service to the

customer with zero errors.

. Handling escalations, following ASOG or LSOG process, Attending

Telephone conference with vendors.

. Issuing orders through client software TBS.

HCL TECHNOLOGIES LTD.

[Sept' 06 - June 11]

Designation - Sr. Technical Support Officer

Project: Access migration: NRDP (IDEN and CDMA): Planning and

provisioning

. Planning for migration.

. Verify all Existing DS3 CFA, new DS3 CFA and address of Customer

through Existing Ecckt from LEC.

. Schedule Hot cut date for Disconnect/New Install for LEC and Sprint

Switch.

. ASR for disconnect/New Install.

. Correct the errors/Clarification if any.

. Load FOC (TBS/FACTS) in order update the database.

. Email appropriate parties (DABC/PMO) if entire plan is entirely

rolled for completion.

Project - IWNS Provisioning (Install/Disco)

[April '10 - Feb 11]

DS1 and below like (T1PP, NX6U, ISDN, IPN0, IPT1, IPN1, DS56/64, EAN7

- 022 & 25 / VPN7 - 065)

Role & Responsibilities

. Verify drops 1 and 2. (Depends on Ckt type).

. Requisition of DS0 and DS1 (Depends on Ckt type).

. Assign CFA.

. Part a circuit.

. Design ASR

. Send an ASR.

. Complete a backbone.

. Follow up for FOC and Load FOC.

. Push to Prov IR.

Narrow Band Tracker Ticket and Errors/Escalation Management.

[June'07 - April 09]

Role & Responsibilities

. Responsible for over all NB Tracker and Errors Escalation.

. Identify the root cause of NB Tickets and assignment of Tickets to

NB Team on Daily basis.

. Follow up the Tickets in order to complete as per SLA.

. Follow up all Hold Tickets once in day if there is any progress or

not and inform to the provisioner for the same on daily basis.

. Responsible for prioritizing the NB Tickets according to CWD to

reduce manual escalation from IPM in the form of e-mail.

. Responsible for providing the RCA of any miss by Provisioner to the

higher management.

. Responsible to make power point presentation on Weekly/Monthly basis

(Assigned Vs Miss for all Provisioner).

. Responsible to give the solution/RCA to the client if we received

any e-mail from client at any point of time.

. Responsible to check Team error Inbox three times in day and

assigned to team three times in a Day.

. Follow up of the errors as per SLA.

. Responsible for over all errors that comes in day should be worked

on same day or there should be valid reason updated in FPN for Hold.

. Responsible for sending daily reports to Client (Sprint) at COB on

daily basis about the status of NB Tickets and errors.

Project - AT&T DSL Services

[Sept' 06 - May 07]

AT&T is the largest provider of local and long distance telephone

services, DSL Internet access and wireless service in the United

States.

Designation - Technical Support Officer

Role & Responsibilities

. Real time technical assistance to AT&T Yahoo! ISP process.

. Support to routers configuration as per the requirement to connect

one or more computers, PDA, X-box and other devices to the

Internet.

. Support wireless connectivity, E-mail clients, mail, portal related

issues and some premium services.

. Need to provide support as per the standards set by client and

quality department.

Education

. M.C.A from (UP Technical University), Lucknow, U.P. in 2005 with

1st Div.

. BSc (PCM) from Lucknow University, Lucknow, U.P. in 2002.

. 12th (CBSE) from RLB College, Lucknow, U.P. in 1998 with 1st Div.

. 10th (C.B.S.E.) from Saraswati Vidya Mandir, Lucknow, U.P. in 1996

with 1st Div.

Personal Details

Father's Name : Mr. Shiv Shankar Gupta

Date of Birth : 21st of July. 1980

Sex : Male

Nationality : Indian

Marital Status : Single

Passport : F 8411214

Strengths : Getting along with everyone "Team

Player", Open to learn.

Interests : Interacting with

people & developing Inter Personnel Relations, Cricket, Chess.

I here by declare that information furnished above is correct to the

best of my knowledge & belief.

Date:

Place: Gurgaon (APESH

GUPTA)

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