Customer Support Service

CAREER OBJECTIVE:

In quest of a challenging position in the organization that offers me generous opportunities to explore

& outshine in Telecom Services, and Products as an Analyst/Architect/Strategist/Operation expert

while accomplishing personal, professional as well as organizational goals.

SUMMARY:

Approx. 10.4 years of experience in Telecom Domain mainly in BSS/OSS, Converged Charging System, VAS node integration, Project Execution, Planning, Migrations, Expansions, and Consulting.

Experience in E2E process design and implementation, Product launches, Feasibility analysis, Change management, Service Delivery management & Customer Support.

Testing through TI tool (Transaction Injector) for rules and configuration on system for Market driven product configuration Note(PCN).

Collating network current & future requirements and implement for same.

Identify, analyze, and interpret trends or patterns in complex data sets from networks reports.

Excellent problem solving and analytical skills to analysis bulk reports shared by different network vendors like switch/VAS/RA and 3rd Party.

Analysis major revenue reports and Data Analysis for bulk revenue dip observer by Revenue Assurance Team and provide a solution after analyzing the reports and data, CDR.

Gathering, reviewing and analyzing the business requirements.

Creates detailed Software Requirement Specification (SRS) and translate it into functional specifications so called high level design (HLD).

Good knowledge & experience of designing & documenting technical specifications. Development of RFP’s. (Request for Proposal)

Participates in Functionality Testing, Integration Testing and User Acceptance Testing (UAT).

TECHNICAL SKILLS

Protocols: SS7, CAMEL, INAP, Diameter, TCP/IP, SCTP, ICMP, SIP, MAP, ISUP

Analytics: Reports, Revenue Statistics, CDR File analysis, Pattern Analysis, Major mismatch observer in Reports in terms of Revenue/balance Depletion.

Products & Technologies: Core Network, 2G, 3G and LTE network Charging System, IP Technology, Packet Core, IMS, VOLTE, Billing

Scripting: UNIX Shell Scripting, SQL, PL/SQL

Operating System: Solaris, Linux, AIX, Windows

RDBMS: Oracle 11g, Data Warehouse

Languages: C, C++, Java

WORK EXPERIENCE:

Specialist

Ericsson India Global Services Pvt Ltd

November-2014-

November 2014-- Present

Project: Telcordia IN Operators in India Region.

Description: Provide Telcordia IN support for region India operators Idea, TATA, Telenor, Aircel.

Role and Responsibilities:

Direct engagement with the customer for any planning and implementation on their network.

AIX & Solaris Administration and troubleshooting of CvAS Application

Troubleshooting of day to day operations and Monitoring of CvAS Application using native

customized tools over the AIX OS image on the blades (JS21, JS22 & P7) of IBM through 24 X 7 support, which includes File system and storage management, Managing the OS /Application services, scheduling Backups of OS image, Application using TSM and Oracle using RMAN, CRON jobs etc.

People Management, Resource availability management for Shifts/Roster.

Maintain SLA, review incident, service requests, change requests, submit RCA to stakeholders for the incidents.

Handled Emergencies and provide solution to customer.

Resolved major issue raised by customer through CSR.

Telecom domain experience in IN, Prepaid Charging, i-VAS, Provisioning & Service Activation, Inventory Management Service Assurance, SLA, Reporting and Billing, MIS, VAS etc.

Locate and define new process improvement opportunities

Apply patches/FTP on servers.

Sr. Project Engg.

WIPRO Infotech Limited

December 2010 -31st Oct 2014

Project: AIRCEL Prepaid Charging System

Role and Responsibilities:

New patch installation, FTP uploading as per the guidelines by the tier2 team, up-gradation of backend server, New subscriber creation, Service Creation.

Tariff configuration of Prepaid products as per the marketing request

MNP implementation and testing for various circles.

SS7 configuration Definition of point codes, Route sets, GT definition and administration and coordinate with other networks for smooth implementation.

Organize training on IN/SS7 architecture/Call Flows/Telecom networks infrastructure connectivity, also prepare various technical SOPs for the team.

Daily maintenance and Health checks, generate the reports from DWS/DRS system, MIS Generation

Voucher Generation/ Activation tasks

Handling Interactive Voice Response (IVR) - designed by Telesoft Technologies for PAN India.

Coordinate with the vendor regarding technical constraints during operations and for product planning, design and implementation phase.

Troubleshoot customer issue related to the profile and balance depletion.

Engineer IN

Idea Mobile Communications Ltd

February 2008 - December 2009

Project: Idea Mobile IN

Roles and Responsibilities: Primary responsibilities include O & M of IN-based services, the creation of new prepaid products as per business requirement using Telcordia Service creation platform, tariff configuration, the configuration of prepaid roaming scenarios, to provide MIS to various inter-departments.

PROJECT/ PROFILE:

Migration of Telcordia IN SCP from B80 to BLADE9 platform.

Developed auto-generated SMS Script “To whom subscriber which STV Tariff Packs are expired “.

Successfully implemented INSTA ALERT project for non-traceable subscriber through sending a message online

New product configurations rating rules and tariff tables, in Telcordia IN Rater, feature testing and implementation of new plans on IN

Scripting in UNIX & ORACLE for uploading of daily IN dumps in ORACLE database.

Provisioning in HLR, SCP. Provisioning in UCS for online charging of MMS, GPRS and roaming SMS.

To provide prepaid MIS to various inter functions in the form of daily, monthly and weekly reports through ORACLE.

HLR backup and service wise HLR dump management as required by RA for auditing various services and profile wise on subscriber base(Prepaid/Postpaid).

Software Developer

Happy Days

June 2007 - February 2008

Roles and Responsibilities: Developing SQL queries for database handling and updating tables and modifications in the database.

ACHIEVEMENTS:

Got recognized for the “Power Award for Q1 2016.” from Head of Customer handling multiple accounts.

Got certificate “Power Award for Q4 2015.” from Head of Customer Support for TTL Telcordia upgrade from 14.X to 16.X.

Got certificate “Power Award for Q3 2015.” from Head of Customer Support for TTL Telcordia DWS Issue Resolution.

Got certificate “Customer First” from Head of Customer Support for providing support in Christmas/New Year Eve

Got certificate “On SPOT award” from Head of Customer Support for providing support in Christmas/New Year Eve Active member of BLACK BELT project "Enhance/Sustain ARPU with enhancing MOU growth (OG)".

An active member of YELLOW BELT project "INSTA ALERT".

Awarded Gemba Kaizens for Automation of Daily decrement deactivation.

Received Spot Award by Network Head for successfully migration & up gradation from RCS1.0 to RCS3.2 in IDEA.

Spot Award by SDQ Head for successfully implementing automatic SMS delivered to the subscriber for opting DD activation & Deactivation benefits.

Received Certificate of Excellence in the Revenue Enhancement process for the year 2008-09.

Received Certificate of Excellence Award for migration of B80 to BLADE9.

IDEA Excellence Award for November month in 2008

Training & Certificates.

Oracle Database 11g Administrator Certified Associate

Ericsson Certified Associate CBiO (Charging and Billing in One)

IBM PowerVM

Oracle Times Ten and In-Memory Database Cache 11g

EDUCATION:

MBA from IMT, Ghaziabad

B. Tech Computer Science and Technology in 2007 from Dr. K.N.M.I.E.T with 75.2%

INTERESTS AND ACTIVITIES:

Enjoy playing badminton and swimming

Participated at inter-college level white paper presentations

PERSONAL DOSSIER: -

Date of Birth : 01/04/1985.

Language : English & Hindi

Passport : Passport Number – P3475789 Validity à 15-11-2026

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