VIPIN SHARMA

ITIL Prince* Practitioner AVAYA SIP Certified Professional

adejkr@r.postjobfree.com

+91-905*******

https://www.linkedin.com/in/vipin-sharma-9008b190/

Profile Summary

A competent professional with 16 years of experience in Service Delivery & Operation management, Customer Satisfaction, Managing Escalation for enterprise customers and Issue a Redress / Closure, and targets aimed at the achievements of the company’s short and long term.

Direct improvement programs for global support processes and procedures operations entailing mapping of business processes, Review calls with the customer (Weekly case review or quarterly business review call)

Involvement in supervision high touch enterprise customer accounts, customer-centric operations & ensuring customer satisfaction by achieving delivery & service quality norms; tending to clients’ complaints and undertaking steps for effectively resolving them.

Excellence in delivering Performance Management, Mentoring & coaching to front line technical support engineers, Experience in building team, while working with multiple technologies. Assist individual and team for growth and development.

Expertise in executing customer engagement, service delivery transitions and Team productivity objectives, (SLA, KPI, CSAT, Resource Utilization, MSP Contractors)

Across cultures ability to establish strong relationships with all stakeholders involved in end to end delivery, Project Management.

Managing projects from concept to completion, studying requirements, designing, implementing and transitioning, processes, solutions in line with the guidelines by clients

Accountability of communication with design engineering, software development on design and customers, reliability, and maintenance issues. Proficient with change process, Incident process, Release Management process.

End to End project deployment while working with multiple technologies, Customer onboarding, vendor management, Proven ability to assess and manage complex obstacles in projects

In-depth knowledge of working on the design, implementation, installation & troubleshooting of Avaya Unified Communication Product and understanding of CC integration, Aspect via, Basic understanding of API.

Key Skills

Customer Relationship Management

Incident / Problem/ Change Management

Team Building & Leadership

Escalation Management

Project Execution/ Management

Automation Management

Academic Details

Post Graduate Diploma in Information Technology – PGDIT (MBA), Symbiosis 2011

Diploma in Electronic & Communication, Raman Polytechnic Bangalore 2002

Advance Diploma in Computer Hardware and Networking, C.M.S, 2003

Professional Development

Prince2 practitioner in 2014

ITIL (Foundation in IT Service Management) in 2013

SSCA (SIP School Certified Associate) in 2013

ACA (Avaya Certified Associate in Implementation-IP Telephony) in 2007

CCNA (Cisco certified network associated) in 2006

Work Experience

Since May’18 with Aspect Technology Center as Manager, Product Support

Key Result Areas:

Leading the team of technical specialists; developing & implementing best practice to enhance the overall performance

Enhancing the Streamlined operations across the region (all sites) to ensure SLAs (Service Level Agreements) are met at lower costs with Skelton staffing as well as per business requirements

Providing solutions to change requests by customers, including Root Cause Analysis (RCA); collaborating with product house to identify any defects and fixing the “Customer Found Defects” for the betterment of product

Partner and collaborate with other teams on related deliverables, and effectively leverage others in relevant work streams. Exemplary verbal and written communication skills when dealing with customers and business partners

Maintaining the lines of communication with design engineering, software development on design and customers, reliability, and maintenance issues

Deploying various methodologies to analyze processes, recommending modifications to minimize escalations /process improvement, reduce rejection, realize operational efficiencies, control variability, costs & reduce cycle-time

Ensuring that the service quality is maintained and implementing plans to improve service delivery processes

Regularly participate in strategic planning discussion to provide insightful ideas on process improvements and customer services delivery

Establish high standards of performance, provide support, recognition and feedback to develop associates and support a strong team environment

Directing, leading, coach and motivating teams; imparting continuous trainings for accomplishing greater operational effectiveness, efficiency, and consistency.

Reviewing and analyzing the effectiveness and efficiency of existing systems and developing strategies for improving or further leveraging these systems

Conduct Post Incident reviews (PIR) with the internal teams capturing with accuracy, precision and succinctness follow up actions and risks for PIR report issue to Executive level.

Supervising Complaint Management involving addressing all escalations and resolving them within the specified Turnaround Time (TAT)

Previous Experience

Nov’14-May’18 with DXC Technology (HPE) as Service Delivery Operation Manager

Highlights:

Successfully established & managed services across T2 & T3 Incident & Problem Management Team while supporting High Touch Avaya EMEA-APAC Customers

Headed multi-cultural teams across geographies; guided team of 22 service delivery consultant while implementing the best practice to increase performance

Steered the multiple global process and team development plans through global initiatives like problem management, internal pass-down process, warm handoffs, ADM compliance, advance level training initiatives for career progression to provide highest level of support for new and existing products

Reduced the onboarding process from 30 days to 7 days thereby enabling immediate support acceptance and revenue generation

Sep’08-Oct’14 with Avaya India Private Ltd. as Principal Software Engineer

Highlights:

Initiated efforts and achieved:

Project overall annual rating (customer satisfaction survey) of 4.3/5.0 (highest ever) rated by clients and highest scores (95%) in employee survey (VOW-Voice of Workforce) against global scores-89%)

ZERO SLA breach and compliance/process escalation (Human Error) reported in FY15 and FY16

Technically armed on Linux, conducted boot-camp for team on Avaya Product & Linux

Conferred with:

CEO Customer Quality Champion Team Award for lasting contributions towards cross-functional team and critical customer experience turnaround

Customer Excellence Award (COE) for 5 times

SDM recognitions from high touch accounts and engineer of the month continuously for three months

Mar’08 – Sep’08 with Wipro InfoTech as Voice Support Engineer

Highlights:

Initiated efforts & rendered support to Avaya products to maintain the stability of customer business operations thereby ensuring business continuity

Maintained EPABX operations across India; maintained the productive business relationship with EPABX vendors and service providers

May’06 – Mar’08 with Avaya Global Connect as Customer Technical Support Engineer

Highlights:

Worked with Troubleshooting Communication Manager, Session Manager, SMGR for Onex soft Phones, IP End Points, Files Server (HTTP/TFTP), Firmware Upgrades, Backup/ Restore, Call Log Related Issues

Designed & implemented Avaya Call Center with a PBX for about 100 agents

Initiated efforts & executed the Mail Server & Client (lotus Notes), Windows operating system (Windows 2003, Server & Client) Inventory collection server (Unicenter Server), Desktop Support, Antivirus Server & Local Area Network

Sep’03 – May’06 with Team Computers Pvt. Ltd.

Joined as Executive Engineer; promoted System Admin / Network Admin (Jet Airways, Bengaluru)

Highlights:

Worked on the administration of network with 50 users; installed & troubleshot several software including lotus notes mail server 6.5.2 and client version 6.5.2

Performed the troubleshooting of hardware & software configuration related errors, installation & configuration of Win server and clients Successfully implemented Local Area Network; installed & configured DHCP, DNS & Proxy with TCP/IP

Projects Handled:

(Aspect Technology Center)

Pathways

Analyzing & assessing the team training requirement and building the technical capability within the team

Identifying the team member which can be trained on different products (cross-skill)

Acting as Product Owner and managed & resolved the product escalation and mitigated the same

(DXC Technology)

Capability Development

Worked on the overall targets and learning of the team - Technical, Interpersonal and Process

Improved KPIs, CSAT, capability development, employee satisfaction

Avaya Incident Management Hiring

Managed the end-to-end hiring and onboarding for India Incident management teams for new business and Work Force Migration

Coordinated with HR and Delivery Managers to hire 75 candidates

Capacity Management

Ensured right-sized teams to meet current and future business requirements; acted as the part of Strategy Management

Team to plan and execute workforce migrations from varied geographies to India with minimal or no impact to business

Automation & Tool Testing (Alarm Reduction / Effort Optimization)

Introduced the automation for fault resolution and saving engineer bandwidth by 30%

Acted as the member to analyze and identify key faults and provide input script for automation; worked on the project to save bandwidth in excess of 20 engineers

Identified the team up with Avaya tools development team to perform UAT testing; successfully identified key uncovered tools bugs which provided traction to the process

Problem Management:

Analyzed chronic alarms with service delivery mangers achieved the reduction in alarms 40% of incoming case volume

Coordinated with T3 Team to get a fix of issue reduction in alarm achieved

Operations Excellence:

Played a pivotal role in taking an initiative aims at reporting and improving team operational matrices and thereby offering better quality of service to customers

Acted as part of the core team of 4 members, preparing KPI dash boards; drove results with the management team and work as advisor for areas of improvement

Technical Readiness Plan:

Enhanced the technical knowledge of APAC engineers that resulted in low technical escalation and reducing “time to resolve” for any issue

Identified the technical gaps and introduce probable solutions with the help of short sessions or long training

Personal Details

Date of Birth: 20th September 1981

Languages Known: English, Hindi

Address: #A1-804 SNN Raj Serenity Apartment Begur Koppa Road Yelenahalli Bengaluru-560068

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