DEEP BASTIA

**** *********** *****, *****: acuczu@r.postjobfree.com

Allen, TX, USA – 75002 Phone: 972-***-****

Strategic visionary operations leader with demonstrated ability to lead new assignments and streamline business processes for maximum efficiency. Proven experience to communicate the “big picture” while delivering large-scale services and technology projects in competitive international and domestic business-to-business markets. PROFESSIONAL EXPERIENCE

Ericsson Global, India (2015 to Current)

ICT Program Director, IT Consulting Services

GCC (Global Competency Center)

Working on strategic business projects involving big data and data analytics.

Leading strategic business transformation programs such as globalization and industrialization of tools and process.

Working on identifying new business growth areas and internal customer engagement process

Responsible for establishing project plan base line Ericsson Inc. Plano, Texas, USA (2009 to 2015)

Service Delivery Director

Head of North America Tier 1 CS GSC India (International Assignment)

Started offshore support teams (LTE, CDMA, GSM, Core, RAN, IP Core, OSS, BSS, Media, Proactive Support, data analytics and tools) for North America region at global center in India.

Executed global strategy, leading off-shore team of about 100 people with 10+ product lines and delivering professional services to North America region with quality.

Created and implemented various processes resulting ~USD 30M cost savings with All-Green KPI/PI.

Was responsible for new business analysis, business excellence, regional strategy and product portfolio management for North America region from GSC-India perspective.

Was responsible for KPI/PI target setting, target monitoring and P&L from Global center to NA region.

Was responsible for building stronger relationship between global and regional center and improve CSAT

Spearheaded the initiatives on reducing cultural mindset gaps between global and regional centers while improving on-shore and off-shore team delivery relationships, delivery readiness and capabilities. Sr. Technical Support Manager (LTE and CDMA)

Was in charge of global operational transformation of North America regional network support.

Analyzed the product capabilities, resource and talent feasibility at all locations while partnering with various internal teams.

Developed the support model, management structure, skill development strategy and performance measurement mechanism for successful service delivery to region.

Successfully completed the support business transformation in collaboration with management teams from global transformation, global center and NA-region.

Created the ways of working (WoW), triage concept and call routing process for Customer Support organization

Worked on productivity measurement process for the organization Career Highlights

ICT Program Director, IT Consulting Services Ericsson-Global Competency Center

Service Delivery Director, Head Tier1 North America support Ericsson-Global Service Center

Sr. Manager, LTE and CDMA Support Ericsson-North America Region

Manager, 24x7 Customer support Ericsson-North America Region

Team Leader, 24x7 technical product support Nortel Networks-North America Technical Support Manager (24x7 all customers and all products)

Was in charge of 24x7 support group for Verizon Wireless customer.

Improved employee motivation index of this group from 50% to 83%

Improved productivity of the team by 30%

Reduced after hours management escalation rate to zero.

Improved customer satisfaction from all regions.

Was responsible for LTE competency development plan for Verizon CNS organization.

Developed many processes for CNS organization to improve efficiency and productivity. Nortel Networks, Richardson, Texas, USA (1998 to 2009) Team Leader (24x7 CDMA product Support)

Was assigned to turn around underperforming 24X7 technical support teams and develop winning relationship with North American wireless customers.

Lead the centralization of 24X7 support structures resulting in 45% improvement in case resolution time.

Restructured and mobilized 24X7 technical support groups reducing outage down time penalties. New Account Technical product prime

Was assigned to improve CSAT ratings of ACS and Cricket accounts on support organization.

Provided remote and on-site technical support improvement plans.

Developed and conducted on site CDMA training to ACS and Cricket customers.

Developed and implemented effective support plans and strategies that improved customer’s rating. International Assignments - Australia, Brazil and Guatemala

Worked on strategic deployment of $250M CDMA network build out in Australia.

In charge of Integration, implementation, test cases, patch testing and support teams

Spearheaded the effort to meet the customer requirements with minimal impact to the overall project goal.

Provided a tool solution to BTS monitoring team which saved $2M penalty to the company.

Was liaison between customer requirements and the design groups to meet the customer deliverables.

Helped in setting up the local support team

Qualcomm Inc., San Diego, California,, USA (1995 to 1998) Sr. Project Lead

International Assignments - Russia and India

Test engineering, product design, system test, system integration and network engineering

First commercial CDMA wireless system for BCTEL, Canada.

Equipment procurement, budgeting, cost analysis and resource allocation for the project.

Was responsible for successful deployment of first digital wireless network in multiple cities.

Managed operation, upgrade and mobility certification testing. EDUCATION

MBA (Cont.) University of Texas at Dallas

MS in Electrical Engineering West-Coast University, Los Angeles, CA PMI Certification coursework Collin County Community College, TX SKILLS

Global Service Delivery

Program Management

Customer Support

People Management

Operations

Network Deployment and Rollouts

International Projects

Business Transformation

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