Service Manager

Manisha K. Sadhwani

Phone: 312-***-****

Email: *****************@*****.***

Summary

A Team player with proven skills leading and motivating teams to achieve their objectives. Possess first class analytical and problem solving skills and dedicated to maintaining high quality standards, results oriented, high energy, and hands on professional with a successful record of accomplishments in networking field.

Key Accomplishments

Close to 8 years of experience in the fields of Networking and Internet Service Provider.

Successfully delivering the products on schedule with high quality.

Methodological way of troubleshooting the live network and resolving the issues within SLA.

Achieved and maintained the highest managing effectiveness quarter over quarter.

Good verbal communication and interpersonal skills.

Academic Profile:

M.B.A in Marketing Management – India, May 2012

B. Tech. in Electronics & Telecommunications – India, August 2005.

Diploma in Digital Electronics – India, August 2002.

Certifications:

Completed coursework of Cisco Certified Network Associate (CCNA).(April 2015 – July 2015)

Completed coursework ofAdvance Python Programming.(August 2015 – December 2015)

Technical Skill sets:

Networking Technology : TCP/IP

Routing Protocols : RIP, OSPF

Switching : VLAN, STP, LACP, MPLS

Language : Python

SQA : Defect/Bug Tracking, JIRA, Functional Requirements,Test Plans, Cases &

Processes, Testing Automation, SQA Testing & Methodologies, Test

Strategies &Coverages, Regression & Negative Testing

Professional Experience:

Ericsson, India (May 2013 – June 2014)

Project Coordinator

To provide support to SAM [Service Assurance Manager] and make ensure to get work completed within a time period

Maintain SLA of customer services.

Timely Feedback to be taken from vendors for Service Order closures, within SLA.

Fair interaction with customers and timely escalation of backend issues for resolutions.

Fault management and RMA generations of faulty materials within SLA.

Reliance Communications, India (July2007 – May 2013)

Project Coordinator

Zonal Distribution Coordinator

To Coordinate with Service Delivery Manager and vendors for service delivery

Zonal Distribution Coordinator(Service Delivery):

Ensure time Discipline of Vendor Teams for New Installations.

Continuous follow ups with vendor teams.

Coordinate for closure of all pending cases with Circle NOC, Wimax Help Desk, SOMG DATA,Wimax NOC for Service Delivery issues, also coordinate with CNOC and ILT switch for Wired line delivery Target 48 Hours from Work Order receipt.

Timely Feedback to be taken from vendors for SO closures, Within SLA.

Ensure that Welcome Letters, Welcome Kits etc. are passed to customers. Ensure full adherence to Procurement by field installation team.

Daily tracker Sheet to be prepared and passed on to CMP Lead, CITY Lead and all concern

100% Responsible for Clarity Work Order closures and SO Closures.

Daily Closure report to be passed to Central Coordinator.

Zonal Distribution Coordinator (ServiceAssurance):

To provide support to SAM [Service Assurance Manager] and make ensure to get work completed within a time period

Maintain SLA of customer services.

Daily dump monitoring of Fault tickets and timely closures of same. Adherence to MTDR.

Maintain records of fault ticket closures and details of vendor attending that fault.

Fair interaction with customers and timely escalation of backend issues for resolutions.

Fault management and RMA generations of faulty materials within SLA.

Teaching Experience:

Worked as a Lecturer in Fr Rodrigues Institute of Technology, India (June 2006 - May 2007)

Worked as a lecturer in K.J.Somaiya College of Engineering, India (Sept 2005 - May 2006)

Academic Projects:

Research onMarketing Strategies of Reliance Communications in Telecomm Industry, May 2012

Developed a project on Hologram Hot Stamping Machine in BARC, May 2005.

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