Team Lead
Resume:
APESH GUPTA
Address: ***/* ****
Enclave, Gurgaon 122001
E-mail: **********@**********.*** Contact No. :
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)
Contact this candidate