Management/Technical Professional

~HIGH IMPACT SENIOR EXECUTIVE IN IT CONSULTANCY, CRMs, ENTERPRISE BUSINESS APPLICATIONS, TELECOM, ISP, PAY TV – DISH TV, CABLE~

Extensive Business background with sound understanding of the basic framework of IT system and operations

Repeatedly produced sustained business and revenue growth in changing markets

Possess an integrated set of competencies that encompasses area related to IT Systems Development, Design, Implementation and System Integration

A seasoned professional with around 15 years of experience in:

IT Systems Development

Designing

Implementation

System Integration

Mobility Cloud

Financial Planning

Program Management

Operation & Administration

People Management

Process Enhancement

Outsourcing

Vendor Management

A PRINCE2 Practitioner, PMP, ITIL and Certified ScrumMaster with experience in all aspects of implementing global IT technology projects management and business intelligence solutions for mastering customer’s business requirements. Currently working with DEN Networks Limited as an IT Head (Subscriber Management Systems) – General Manager and accomplished:

Partner Hosted SaaS based Microsoft Dynamics CRM -2013.

Designing, Deploying, Hosting and running Operations on ITIL guidelines for both High Speed Fixed Line Broadband and Cable business.

Travelled to international destinations like UK (London), Australia (Melbourne), Bahrain, Kuwait, Malaysia (KL), Singapore. Well versed in creating and reviewing Technical Proposals, Technology Needs Assessment & Solutions, Business Requirement Documents, Services Agreement, information specifications, and project objectives. Possess strong oral, written and organization skills, excellent time management skills and a strong ability to prioritize tasks. Self-motivated and industrious professional with good technical, communication and leadership skills.

PROFILE SNAPHOT

Expertise in IT Service Delivery, IT Projects, Technical Services, Administration, Testing, Consulting, Planning, Documentation, Installing, Implementing, Troubleshooting, Hardware, Configurations & Maintaining.

Proficient in providing technical support, perform trouble-shooting functions and resolve customer issues.

Ability to handle systems management, test environment management and testing across multiple platforms and operational scale.

Proficient in SOA based cross applications integration delivery.

CORE COMPETENCIES

Excellent knowledge of Mail Servers, Managing LAN/WAN setups, MPLS, Backups and Security policies, CCT, ACD, Voice logger, Virtualization, RADWARE-Load Balancer, Oracle RAC, OS/DB clustering, SAN, RAID, Load Balancer, High Availability architectures,,NGN,OTT,SDN etc.

Proficient in Telecom Billing Systems, CRM systems, Mediation systems, Provisioning systems, support applications like Web Self Care, Voucher Management System, Payment Collection Systems, Applications integration etc.

Functional knowledge into eTOM, TAM and SID.

WORK EXPERIENCE

Since Mar’13 Den Networks Ltd, New Delhi

General Manager-IT (Subscriber Management Systems)

Responsibilities:

Taking care of the complete Subscriber Management System (OSS/BSS) stack for Cable TV and Cable Broadband (DOCSIS) business in .Net environment.

Providing systems support for operating system.

Managing the complete life cycle of development/ projects including analysis of the client requirements, translating new ideas into client’s solutions, requirements development, delivery, support, analysis and documentation.

Providing guidance on the projects and its requirements to the clients over the technology, processes and softwares while updating them on the regular project related developments.

Ensuring client’s issues were promptly addressed documented, resolved in a timely & professional manner and passing them to correct channels.

Efficiently managing entire day-to-day activities covering wide functional areas include designing & developing the workflow program, debugging and troubleshooting of the software.

Analyzing requirements and ensuring timely programme delivery in conformity with quality standards.

Interacting with top management, team and associates to facilitate smooth communication to understand and analyzed the requirement and also identified appropriate solutions for problems, if any.

Engage with project team to gather best practices and guidance from the client in an effort to integrate and improve methodologies and user experience.

Driving the effective transition of requirements to delivery and development consultants, ensuring a clear and complete understanding of the requirements for a successful delivery to the client.

Maintaining documents, and ensures consistency and adherence to internal IT procedures.

Delivering and deploying New Systems(CRM, Billing, Provisioning etc.), functionalities, removing bottlenecks, stream ling the current eco systems, initiating improvements, future IT roadmap, planning etc.

Taking care of Data Centers, Call Center Technology, Infra and dependent initiatives.

Planning migration project from the current system to the new stack.

Highlights:

Deployed full-scale Microsoft Dynamics 2013 for Broadband and Cable businesses respectively.

Owned and delivered complete end to end systems on cloud, from RFP to Operations.

Solely managed IT Project of over 20 Million USD.

Feb’09 to Feb’13 Videocon D2h (BBCL), Greater Noida

Asst. General Manager-IT

Oct’07 to Feb’09 Tech Mahindra Limited, Noida

Solutions Designer

Jun’07 to Oct’07 Accenture Technology Services, Melbourne-Australia

Team Leader

Nov’05 to May’07 Colt Technology Services, Gurgaon

Project Lead-Billing

Nov’04 to Oct’05 Ness Technologies, Bangalore

Team Lead

Mar’04 to Nov’04 Convergys Corporation Img, Hyderabad

Systems Engineer

Jun’01 to Feb’04 ASC Pvt Ltd, Noida

Telecom Billing Consultant

IT FORTE

Software Knowledge:

Primary Skills: Microsoft Dynamics CRM 2011/2013(Plug-ins,Workflows,Ribbons),HTML,ASP.NET 4.0, ADO.NET, WCF, JavaScript, JSON,SSRS, IIS,MVC,Jquery,Javascript, Webserver#, C, C++, Oracle,SQL-PL/SQL

Secondary Skills: J2EE, Servlets, Visual Basic, Visual C++

Databases: Oracle, MS SQL Server, MS-Access.

Scripting Languages: PERL, Java-script, VB-Script, HTML

OS: Windows Server 2003/2008, UNIX, HP-UX, Sun Solaris

Enterprise application systems:

CRM Systems:

Microsoft Dynamics CRM 2013-Functional And Technical Consultant.

SAP CRM 7.0 – Base Configurations, Sales, Service and Marketing Functional Expertise with WEB UI.

CARE 2.0- Customer Application For Resolution And Escalation- Technical And Functional Expertise.

Billing Systems:

ORACLE BRM (incl Pipeline Rating) Telecom Billing S/W 6.2/6.5/7.0/7.2/7.x

CONVERGYS ATLYS Telecom Billing S/W 9.0/ 9.1/10.0

IBS(IREDETO) Billing System V6

Mediation Systems:

INTEC TELECOM MEDIATION SOFTWARE 3.1/5.0

Hardware Knowledge / Skills:

Primary Skills: Desktops, Laptops, Data Centers, Switches, Routers, Databases, Enterprise Servers, Switches, ACDs, Mail Servers, Backups, Security policies, MPLS, Point to point connectivity etc.

Front ends/tools: UML, TOAD 7.3, CIRRUS (Error Tracking and File Management System), SUN SOLARIS Workshop Forte, Clear Case, MS Project, MS Office

ACADEMIC QUALIFICATIONS

2001 B.E in Computer Science and Engineering from University of Madras with 70%

Certifications:

Certified PRINCE2 Practitioner

Certified Scrum Master (CSM-Agile)

Certified ITIL 2011

PMI-PMP

Oracle 8i DBA

PROJECT DETAILS

Organization: DEN Networks Limited

Designation: Head –IT (Subscriber Management Systems) – General Manager

Description: DEN is amongst the largest MSO(Multi Service Operator) in India with the large subs-base, both into Cable TV and Cable Broadband. Environment: MS SQL 2008R2,Windows Server 2008,.Net 4.0,WCF, DUO 4.9,Microsoft Dynamics CRM 2013,Elitecore Crestel, PCRF, OCS etc.

Team Size: 10(internal), 50+(partner vendor)

Role: Head-Subscriber Management System/GM/IT-Head/CIO/Delivery Head

Responsibilities:

Reporting to the Top Management, taking care of the complete Subscriber Management System(OSS/BSS) stack for Cable TV and Cable Broadband (DOCSIS) business in .Net environment.

Delivering and deploying New Systems(CRM, Billing, Provisioning etc.), functionalities, removing bottlenecks, stream ling the current eco systems, initiating improvements, future IT roadmap, planning etc.

Taking care of Data Centers, Call Center Technology, Infra and dependent initiatives.

Planning migration project from the current system to the new stack.

Outsourcing, Cloud SaaS Solutions, Product selection, Vendor evaluation, Vendor selection, Contracting, Program management, IT – Operations and Governance.

Organization: Videocon D2H(BBCL)

Designation: Head-Business Applications -IT

Description: This project is for the India’s leading DTH service provider. This project required complete designing, configuring, implementing, and deployment of various D2H applications.

Environment: ASP.NET3.5,ADO.NET, Web services,Windows Server 2008,VMWare, Oracle RAC 11g, IBS(Billing System),CARE(CRM),Pisys(CAS),WSC,VMS etc.

Team Size: 30

Role: Solutions Architect/AGM/Program Manager/Delivery Manager

Responsibilities:

Interacted with the various business owners from Call Centers,Broadcasting, Customer Service, Marketing, Sales, Finance, and IT at GMs and CxO level to map upcoming business needs / existing issues into technology solutions.

Designed, developed and mentored roll out for complete IT systems (Billing, CRM, Provisioning, Website, SAP etc.) for Videocon D2H.

Managed complete in-house CRM development on the ASP.Net Platform, including:

oCRM: Used at BBCL seven operations Call Centers with approx. 900 CSRs log-in on the daily basis to register customers, prospects, log complaints, service requests, FTRs/N-FTRs etc.

oWFM: Used at all-India Customer Support team, including Agencies, SSDs, DSSDs etc to receive customer’s Work Orders for first time installations, field requests etc. This portal also enables CSR’s functionality like customer registrations at the field level.

oRnR: Used by Retention and Recharge all-India team.

oMIS: In-house Management Information System to provide business critical and easy access reporting database, including live summary of the business analytics on-ground.

Prepared design documents and mentored developments from various vendors for Web Self Care, Voucher Management System, Payment Collection System, SMS functionalities, MIS reporting tools, integration with SAP for logistics and finance etc.

Mentored pilot project of migrating complete CRM on Microsoft Dynamics CRM2011 which included in-house hosting, customization, configurations, integrations, plug-ins developments etc.

Handled day to day operation (ITIL) and custom developments as per business requirements post launch.

Organization: Tech Mahindra Limited (Noida, INDIA)

Designation: Solution Designer

Responsibilities:

Handled pre-sales activities like responding to RFIs, conducting workshops with clients, requirements gathering, participating in preparing SOR/SOWs/FSDs etc.

Trained 30 resources in Oracle BRM technically as well as functionally.

Provided high-level design and technical solutions for the BRM and other BSS products.

Guided system administration team with the installation and other maintenance activities.

Project: FASTtelco (Kuwait): Kuwait’s largest Internet service provider.

Description: This project required migrating existing BSS stack to Oracle Communications suite.

Environment: ASP.NET3.0,ADO.NET, Web services, Windows Server 2003, Oracle DB, Oracle BRM 7.3.1,AIA, Siebel, Oracle ERP

Team Size: 9

Role: Sr.Business Analyst / Project Manager

Responsibilities:

Conducted meetings at the client side with various departments of FASTtelco like IT, Finance, Products Control (Corporate and Retail) etc and gathered their requirements in the to-be Oracle solution.

Carried out Gap Analysis, feasibility matrix to map out-of-the-box or customized solution.

Prepared SOW and FSD based on the requirements captured from the client.

Developed complete Web Self Care portal development using SOA, wherein all the functionalities of the core application system were extended and also enhanced with the additional features such as Customer Registration, ProductRegistration, VoucherRecharge, Upgrade/Downgrade, Payment Gateways integration,Etc.

Project: BATELCO (Bahrain): Bahrain’s largest telecom service provider.

Description: Consulting assignment to access Batelco’s current set up of three different billing systems for their three lines of business Billing Component (for GSM), TBMS (for fixed wire) and Oracle BRM (for IP) and advice single solution, preferably OBRM.

Environment: Oracle BRM 7.2, Billing Components, TBMS

Team Size: 3

Role: Sr.Business Analyst

Responsibilities:

Conducted meeting with various departments of Batelco like Credit Control and Payments, Product Managers, Account Managers and Customer experienced team and gathered their current issues, challenges, day-to-day operations procedure and future requirements and with IT teams and managers to capture the inputs as to how well their current systems are capable of meeting their internal teams and external customer’s requirements and how well is the system capable to map on other businesses in future.

Met vendors of the three products and understood the system capability in-depth. Also checked their mode of business, operations support, customizations expenditures etc.

Prepared a final “Consulting Report” report which summarized the current set up of Batelco and how well BRM is the most suitable of resolving current issues and be a single system solution in the future.

Organization: Accenture Technology Services

Designation: Team Leader

Environment: Siebel, Tibco, Kenan, Portal Infranet

Team Size: Large

Responsibilities:

Leading a team of 4 people in terms of understanding the architecture, process flow, setting up the environment for testing release ‘one’ for TELSTRA Customer Care and Billing migration project.

Organization: COLT Technology Services India Pvt. Ltd.

Designation: Project Lead – Billing

Environment: INTEC IntermediatE 3.1, 5.0 CGDC, PERL, Sun Solaris.

Network Elements: NORTEL DMS and SIEMENS EWSD Switches.

Team Size: 8

COLT Telecom operates wholesale and retail voice and data business over 13 countries in Europe. IntermediatE is the only mediation system used at COLT.

Responsibilities:

Lead a team of 3 people in terms training, supervising and delegating roles as and when the projects arise.

Designed COLT’s mediation set-up and aligned the existing solution with the ever-changing needs of the Telecom World. For e.g.

oUK MCI –BT Number portability: to handle the mediation and billing of calls terminating on Geographic numbers ported from MCI WorldCom to COLT.

oIreland Data re-build: to alter Mediation set-up to produce enhanced data for the Interconnect and the Billing software.

oItaly – Calls to ported numbers: to recognize which Mobile operator a ported number originally belongs to, for inter-operator settlement.

Worked on development of IntermediatE S/W (CGDC language). AMA (Automatic Message Accounting) tickets received from the switches, which are converted to various formats for the downstream systems such as Billing, Re- seller, Fraud management etc.

Configured Business Rules for all the 13 European Countries. Designing and development of new Business Rules for UK, Italy, Belgium, Germany and France.

Worked on the existing customers change requests on the IntermediatE S/W.

Organization: PORTAL SOFTWARE IDC (Ness Technologies India Pvt.Ltd. Bangalore, INDIA)

Designation: Team Lead

Description: This project is for the world’s largest GSM service provider. This project requirement is to design Vodafone Greece's wholesale rating and billing solution using Portal Revenue Management solution.

Environment: PORTAL Infranet 7.0, Pipeline, C, PCM Libraries, ORACLE, JAVA, SUN SOLARIS

Team Size: 5

Responsibilities:

Handled complete designing and coding for Portal Pipeline Rating Engine mapping with ASCII CDRs Input. For this I configured two separate Pipeline processes for GSM records and Network Event records. After processing fed into Portal Database using REL (Rated Event Loader). Coding involved writing Description, Mapping, Grammar, ContainerDescription and Pipeline Registry files.

Worked on designing which involved writing the Functional Specifications and Design Specifications documents as per the customer's requirement and Project requirement documents.

Wrote an iScript (Portal Pipeline internal scripting language) function to populate custom containerDescription (Portal Pipeline memory definition) fields required for rating with the input field from the CDR.

Project: MOBILY (Etihad Etisalat): This project is for Saudi Arabia based, largest GSM service provider.

Environment: SIEBEL, PORTAL Infranet 7.0, C, PCM Libraries, ORACLE, JAVA, SUN SOLARIS

Team Size: 20

Responsibilities:

Handled complete integration of SIEBEL CRM with PORTAL. Designed and developed PERL utility (using PORTAL libraries) to handle the input files and perform operation in the PORTAL Database.

Wrote and Created:

oAccount policy Op-Code (PORTAL Functions in C language) to be called though the above stated PERL utility. It checks for the Service (Pre-paid/Postpaid) selected by the customer and creates the account in the Infranet. For Pre-paid subscriptions, this Op-Code executes the Create Schedule Objects Op-Code (PORTAL Function in C language), for the generating notifications of SMSs and Call Barring, as the top-up reminders for the subscriber.

oSchedule Objects Op-Code which generates two SMS notifications and three Call barring (Out Call barring, Full call barring and Cessation) notifications.

oOp-code for Customer Modification, which could be used for Name/Address modifications and Deal purchase.

Organization: Convergys Corporation IMG (Hyderabad, INDIA) Ltd.

Designation: Associate B1 (Systems Engineer)

Description: Convergys ATLYS is the Customer management and billing system for Telecommunication Service Providers, mainly for GSM services.

Environment: ATLYS 10.0, 9.1, 9.0, C++, ORACLE, Sun Solaris.

Team Size: 10

Description: Worked on Convergys Telecom Billing S/W 'ATLYS' for customers such as SPRINT (USA), AT&T, TRITON, DOBSON etc. I was involved into 'Customer acquisition and Customer Service' Subsystem development out of various other subsystems such as Finance, Billing, Rating.

Responsibilities:

Worked on custom requirements for the future releases of the ATLYS S/W using C++ language. For e.g. Mobile Equipment Identifier, Local Number Portability, and Rollover Minutes etc and also on Code fixes or Change requests for existing clients (server side on C

‘Rollover minutes’ as the part of base product. Involved in designing of the feature both at the server side in C++ and Client side

Organization: ASC Pvt. Ltd.(INDIA)

Designation: Telecom Billing Consultant

Description: IQARA BROADBAND (BRITISH GAS, INDIA): IQARA Broadband is a part of BRITISH GAS, UK and is the leading Broadband Service Provider in India.

Environment: PORTAL Infranet 6.5, C, PCM Libraries, ORACLE, JAVA, SUN SOLARIS

Team Size: 4

Responsibilities:

Created an Infranet utility using sample act.c (base utility, part of standard PORTAL product) to delete the unused MBs of customers and inactivate their profile b) Worked on customizing Infranet default HTML Invoice.

Worked on Customer Center with Account Creation, plan purchase etc and also on pricing like Creation of products, deals, plans for Pre-Paid Broadband Services.

Worked with process of billing customers in Infranet.

Project: COLOMBIA MOVIL: This Project is for Colombia based large scale GSM Service Provider.

Environment: PORTAL Infranet 6.2, C, PCM Libraries, ORACLE, JAVA, SUN SOLARIS

Team Size: 5

Responsibilities:

Worked on:

oCustomer Center. - Account Creation, plan purchase, changing status, changing payment types etc.

oPricing.-Creation of products, deals, plans, rating based on date-time/any arbitrary resource.

oCreation of custom wrapper Op-Code (PORTAL Functions in C language) used for loading payment, event notification, product purchase etc.

oUEL (Universal Event Loader, part of standard PORTAL product), which is used to load the text files data into Portal Database using existing or custom.

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