Customer Service Manager

Derick B. Shiwprasad

** ********* ******, *******, ******* L7C3M7 ? Phone: 647-***-****

? ******.**********@*****.***

PROFILE

Conferencing, Telecom and IT Solutions professional with progressive and

broad cross-functional hands on and management experience specializing in

Telecommunications Technology in various industries including telecom

ordering, DID implementation, services, vendors, retail, and consumer

products. Competencies contributing to a successful career include:

. Track record of utilizing strong business sense and understanding where

and how Telecom technology can be applied to support business strategies

in constructing and implementing successful system solutions to business

challenges. Excellent understanding of Audio, WEB, Instant Messaging (IM),

Video Conferencing and Avaya, Cisco, and Asterisk VoIP PBX systems and

solution with the user of softphone application.

. Excellent telecom ordering, billing, data entry processing, planning, PBX

and Phone Installation upgrade, Training and support

. Excellent PBX and Data Troubleshooting skills along with capacity report

and recommendation

. Excellent track record in IT- This includes Server and PC planning,

implementation and support for Domain controller, File server, printer

server, Active directory Windows 7/8, Windows XP, Windows 2008/2012

Server, Exchange and other System Administrator functionality.

. experience working with Wireless communication devices such as iPhone,

Android and Blackberry and BES servers

. Strong visible leader recognized for solid customer service attitude and

ability to build strong teams, gain support from the business, and

achieving superior levels of team morale and productivity while

contributing to the bottom line.

. Superior knowledge of emerging technologies and certified in various

platforms.

. Excellent Management experience to support my technical skills.

CAREER HISTORY

[pic]RD Technology IT Support and Business Development Manager 2012 -

Present

For the last 2+ decades, I have been helping companies manage their IT and

Telecom services in order to reduce their travel cost and increase

productivity.

Responsibility includes the following

. Voice over Internet (VoIP) Telephone systems Installation and services

(Avaya, Cisco, Nortel, Asterisk)

. Unified Messaging (UM)

. Telco and IT orders and management

. Network Design & Implementation of Routers, switches, firewall, PBX and

software

. Network, software and support services

. Network Audit

. Hardware recommendation and purchases

Customers and colleagues have described me as hard working, trustworthy,

and a customer focused person. Managing and Providing customer Telco and

Data orders to provide cost saving solutions to help customers grow their

business motivates and makes me excited about what working in this

industry.

Leverage my Managerial and Technical experiences help me to provide my

customers with best in class Telecom and IT Services.

[pic]PGI Sr. Network and Telecom Engineer

2011 - June 2013

. Assist in planning, design and implementation of network infrastructure

including administration of (DC) domain controllers, File servers, print

servers, (AD) Active Directory, DHCP services, PPTP services, and other

tunneling solution, backup design and security control operations.

. Successfully designed, evaluated and recommended networking solutions for

deployment in areas such as LAN/WAN design, Network security, remote

access, DNS and IP Addressing, focused on client requirement.

. Perform Risk analysis related to fraud to determine if our bridging

platform is exposed to any threats related to fraud and access. Creating

best practice and benchmark that can be used.

. On PGI Change Management board for approval of changes.

. Experience with service offerings

. Work well with Carriers and account managers

. Successfully built out the Toronto and Montreal office which involves

design, Project Plan and setup of the server rooms, user PC and Phones.

Seamless relocation of all staff members.

. Extensive knowledge with IMEET (desktop video Collaboration) and Global

meet

. Order, Project plan and Migrate Telecom Circuits (Fiber, OC 48, DS3, T1

and copper Circuits) away from Bell onto Rogers dedicated fiber Network.

. Experiences with Sonnet ring, Internet Services, routers, switches, VPN

and MPLS

. Manage, implement and Maintain PGI COLOCATION which includes Rogers Voice

Circuits, Fiber, HVAC, Generator, UPS, Fire suppression and sprinkler

system and all venders and carrier visits,

. Manage, Implement and support Desktop PC and user technical issues.

. PGI and AVAYA Bridge implementation and ongoing technical support- I also

implemented a DR (disaster recovery) plan in the event of Hardware and

carrier failure. Responsible for switching service provider for

reliability and cost saving.

. Responsible for designing, deploying and maintaining Telco orders on

conferencing bridges and PBXs.

. Negotiate voice-trunking installation and per-minute costs with leading

telecommunication companies. .

. Pro-actively work with, partners, vendors, operations and other technical

team to constantly analyze solutions and technical requirements and

implement optimal integration strategies.

. Pro-actively worked with team members to identify and resolve issues

[pic] Manager of IT

2010 - 2011

. Manage and Support three Wish Group of Companies (PeopleSource, Wish

Mobile and TSN)

. Network design and Implementation

. Manage and maintain Sonicwall across multiple locations in Canada

. Server and Desktop installation and support

. VOIP phone system Installation and support

. Manage AD, Domain, Firewall, exchange and VPN

. Server room resign for security and better performance

. Implemented Policy and procedure for trouble ticket system, acceptable

used policy, and inventory control

. Technical representative on sales calls

. Implemented Sage Business vision 2010

[pic]PGI Manager and Sr. Network Engineer

2002 - 2010

. Successfully designed, evaluated and recommended networking solutions for

deployment in areas such as LAN/WAN design, Network security, remote

access, DNS and IP Addressing, focused on client requirement.

. Assist in planning, design and implementation of network infrastructure

including administration of (DC) domain controllers, File servers, print

servers, (AD) Active Directory, DHCP services, PPTP services, and other

tunneling solution, backup design and security control operations.

. Manage and Maintain PGI COLOCATION which includes HVAC, Generator, UPS,

Fire suppression and sprinkler system and all venders and carrier visits,

. Research, Implement and support Desktop PC and user technical issues.

. Successfully involved in the implementation and ongoing support of S2

Security system

. Successfully involved in the implementation of Aspect PBX with ongoing

technical support

. Successfully involved in the implementation and ongoing support of Tivoli

Backup system

. PGI and AVAYA Bridge implementation and ongoing technical support- I also

implemented a DR (disaster recovery) plan in the event of Hardware and

carrier failure. Responsible for switching service provider for

reliability and cost saving.

. Successfully involved in building out the Toronto and Montreal office

which involves design and setup of the server rooms and all component.

Seamless relocation of all staff members.

. Responsible for designing, deploying and maintaining Telco orders on

conferencing bridges and PBXs.

. Negotiate voice-trunking installation and per-minute costs with leading

telecommunication companies.

. Pro-actively work with, partners, vendors, operations and other technical

team to constantly analyze solutions and technical requirements and

implement optimal integration strategies.

. Pro-actively worked with team members to identify and resolve issues

[pic] Network and Call Center Manager 1986 - 2001

. Successfully involved in a new built building in Mississauga. This

involves project management, server room setup, cabling designs and

coordination for moving all staff members to the new location. I received

a "Pinnacle Award" for the highest level of achievement an employee can

accomplish at Global Crossing for this project.

. Successfully relocating the Montreal office from 9th to 7th Floor.

. Successfully consolidate the Toronto office to Montreal.

. Successfully involved in several office relocation over the years

. Provides top quality Project Management skills in the coordination of

various concurrent projects

. Exhibits strong leadership qualities in the deployment and guidance of

technical resources

. Formulates, communicates and enforces departmental Methods & Procedures

(M&P's) to ensure delivery of services to our customers.

. Investigates and recommends hardware/software purchases

. Involved in Budget planning Process.

. Monitor staff performance via Remedy ticket system to ensure departmental

metrics (e.g. Mean Time to Repair - MTTR) are being met or exceeded.

. Conduct hiring, disciplinary and career path/continuing education

activities as required

. Installation and support of technology platforms

. Execute technical training programs to support Pc's and Servers.

. Evaluate tools (hardware and software), which enable the team to

efficiently implement customer solutions and effectively manage the

enterprise network

. Maintain local Servers and PC's, with regular backup and restore

procedure.

. Provide Premium and High level customer support across North American

. Develops strategic and tactical technical plans in support of call center

operational objectives.

. Design and implementation of preventative maintenance programs to ensure

the enterprise network delivers optimal performance with minimal down time

. Implement and maintain Disaster Recovery (DR) plans for all bridging

platforms to ensure minimal customer impact and maximum revenue generating

conferencing capacity

. Investigates all major or sensitive trouble reports on all bridging and

enterprise platforms, including root cause analysis and resolution.

. Provide backup up support for Network Engineering, Corporate

Telecommunications Services and Systems (IT)

. Involved in designing and implementing the Cable infrastructure and data

network architecture.

. Responsible for the expansion of the office space in Toronto to

accommodate increased growth. This includes the design and implementation

of a new Cable infrastructure

. Manage the relocation of our new office space in Montreal. This includes

the design and Implementation of our new cable infrastructure.

. Responsible for Relocating the company Head Office form Ottawa to Toronto

. Build a Local area network for File and Print Sharing

Professional Certifications:

. Gateprotect security router training- Security made simple

. Google mail and chrome training

. Aspect PBX Training

. PGI Dialogic Bridge training

. Netsuite Training Certificate

. VoIP PBX training Certificate

. Asterisk PBX training Certificate

. Avaya Training

. Nortel Networks PBX Training

. Nortel Networks Technical product training

. Microsoft Active Directory Training

. Microsoft Exchange Training

Education

. Diploma in Telecommunication Engineering - Algonquin College, Ottawa, ON.

. Certificate in Business Concept - Humber College, Toronto, ON.

. Certificate in Data communication - Humber College, Toronto, ON.

. Certificate in Voice communication - Humber College, Toronto, ON.

. Certificate in Understanding of ISDN and SS7 signaling -US-Colorado-

Denver.

. Certificate in Microsoft W2K Network and operating system essentials -

Trios, Toronto, ON.

. Certificate in Implementing Microsoft W2K professional and server- Trios,

Toronto, ON.

. Certificate in Implementing and supporting Microsoft IIS 5.0 - Trios,

Toronto, ON

. Certificate in Implementing a Microsoft W2K Network Infrastructure-

Trios, Toronto, ON

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