Ms SHIVANGI JADHAV

Email Id: acgknc@r.postjobfree.com LinkedIn: https://www.linkedin.com/pub/shivangi-jadhav/14/633/115 Mob: +1-732-258-

5339

OBJECTIVE

To acquire a fulltime position by using my technical skills, leadership experience in IT industry and recently awarded

project management certificate by UCLA California. I look forward to enhance my management skills by accepting more

challenging work and exploring wide industry domains to make myself an efficient, remarkable manager irrespective of

line of business.

EXPERIENCE SUMMARY

8+ years of experience in telecom service industry with expertise in technical support and customer account management.

Onsite experience with various telecom operators all over the world which includes BT UK, DST Brunei, BTC Botswana,

DigicelFiji etc. An unwavering commitment to customer service, with ability to build productive relationships, resolve

complex issues and win customer loyalty. Proficient at managing customer expectations, motivating project teams and

escalating project and customer concerns to management to have timely deliveries. Proactive in response resolution with

an excellent problem solving skills. Efficient in planning and executing roadmap for production issues to ensure timely

service restoration. In person exposure to technical, business and cultural background of customers from different

territories like Botswana, Fiji, UK, Brunei, Canada etc.

Redknee Inc. Toronto June 2012 Sept 2013

SUPPORT ACCOUNT MANAGER

Client TELUS, Koodo mobile, Canada; T Mobile Seattle; Digicel Jamaica.

Single point of contact for technical management and customer satisfaction issues.

Weekly review meetings, executive calls and internal meetings with customer and internal stakeholders.

Prioritization and delegation of operational issues for onsite resources on daily basis.

Strict adherence to SLAs.

MR planning, scheduling and execution with customer and internal stakeholders.

Service contract enhancements and renewals.

Participation in cross-functional projects to improve operational performance.

Develop and Implement strategic plans, initiatives, and directions and execute those with the approvals from

Senior Management.

Constructive response to customer escalations.

Develop and maintain departmental relationships (Operations, Sales, Product Line Management and R&D) to

achieve functional goals of customer accounts.

SENIOR SUPPORT/DELIVERY ANALYST Redknee Inc. India November 2009 June 2012 Client

Digicel Fiji, Jamaica, Tonga, Vanuatu, Samoa, Honduras, Trinidad; TSTT Trinidad; Be mobile Botswana; Data Stream Telecom Brunei; Azure

Congo

24/7 technical support to Redknee’s products like CRM, ECP, ABM, URCS, SMSB etc. used for voice, sms and data

provisioning, charging, rating and billing.

Successful execution of activities like product upgrade, migration, maintenance, audits and solution deployment at

customer site.

Resolution of customer queries, product issues, and CSR’s doubts within SLA limits ensuring good customer relations

to win customer confidence.

Data analysis for invoicing and product config issues.

Consultant and solution delivery specialist role by engaging customers in fruitful discussions to provide realistic

solutions on time within budget.

Requirement gathering and lialization with development team to schedule project delivery timelines.

Tech Mahindra India/UK June 2005 – November 2009

SUPPORT ENGINEER/CONSULTANT/LEAD

Client British Telecom UK, Netherlands, Belgium

Technical support for BT global applications like BT Belgium, BT Netherlands, BT Intelliplus, Active Charge for

postpaid/prepaid business of BT within these countries.

24/7 on call (primary/secondary) bridge support for incidents rose on all the 16 applications of project without

violating SLAs.

Change Management activities- Raising change requests, scheduling, approvals and successful execution of changes

on production environment.

Liaison with the development team, testing team, UNIX team, DBA team, billing systems to determine system faults.

ORT and Dry runs on test environment for production releases.

Data analysis for billing issues and reprocessing of CDRs as and when required.

Configuration of traps to avoid major failures and data loss.

Developing and scheduling monitoring scripts to ensure system functionality.

Single point contact for document repository-query register, known issue log, monitoring checklist, release register.

Experience with agile team following scrum principles.

Manual testing of legacy applications of BT Belgium and BT Netherlands that included creating test plans, test cases

execution and test report creation.

ACADEMICS

Project Management Certificate Jan 2014 –

June 2014

University of California (UCLA) Los Angeles

Masters in Telecommunications and Software Engineering Jun 2006 –

Jun 2008

BITS Pilani, INDIA

Bachelor Of Computer Science and Engineering Sep 2001 –

May 2005

Amravati University, INDIA

TECHNICAL SUMMARY

Tools- Microsoft Project, Microsoft CRM, Toad for Oracle, Putty for UNIX, Openet’s Fusion works, Clarify Bridge,

Citrix, QC, Soap API, CISCO VPN, remote secure client, Silk Central, Edit plus, MS Excel, MS Power point etc.

Languages-Shell Scripting, UNIX commands, Oracle, SQL, HTML, Javascript etc.

OS-UNIX-Solaris, Windows OS.

Methodologies- Agile, Kanban, Six sigma, traditional project management.

ADMINISTRATIVE/VOLUNTEER ACTIVITIES

Managing and maintaining project/team data for internal audits.

Grooming up the new joiners and deciding on KT/handover plan for them.

Communication channel for the queries/concerns of team with higher management.

Arranging sessions around project topics with team members for knowledge sharing.

Maintaining shift Rota structure.

Consolidating claims from team members and forwarding it for approval.

House representative for annual activities at organization level.

Participated in blood donation camps for 4 years in succession.

Active participation in birthday celebration planning, team event planning etc at workplace.

Owner of website http://quotesforeveryone.com (Designed/coded by me).

Contact this candidate