Manager Customer Care

JAI NARAYAN SINGH

I.T Focused Project Consultant

Detail Oriented and Self-motivated I.T focused Project Consultant with MBA in information technology and bachelors in Electronic engineering.

Email: ********@*****.*** Place: Pune

Mob: 880-***-****

PROFILE SUMMARY

Offering 5+ years of experience in technical support and Monitoring as ITIL based Incident Management process with various tools by application monitoring.

MBA in Information technology.

Versatile experience applying people, process, problem and technical skills to improve individual, team and Organizational performance.

Customer service, Fault event analysis for enterprise customers.

Passionate to learn, adapt and apply knowledge to achieve personal and organizations goal.

Helped in Project transition for 3 projects with multiple customers each.

Successfully implemented U.S.A Project Avnet with achieving 100% Service level agreement every month till date.

Managing critical escalations and client query for Brazil Project.

Currently transitioning UKNOC ( a UK Project) and provides KT trainings.

Looking for an opportunity into business development, Networking, pre sales/sales, Transition Manager or an area to showcase my client convincing skills.

AREAS OF EXPERTISE

Networking

LAN, WAN, RIP, BGP, MPLS, IPV4, IPV6,TCP-UDP,TCP/IP,OSI Model, VLAN, Routing & Switching, NAT, DNS

Ticketing & Monitoring tool

Service Now, Service Manager, Control M, Mainframe, Operations Manager i (OMI)

Projects Transition

Avnet (USA), Brazil Operations, UKNOC, Iberia (Spain)

Certifications & Trainings

MBA-I.T, ITIL V3, CCNA

Software tool

Putty, CRM,Noss tool, Loop test gui, Eagle,Prov gui

WORK EXPERIENCE

T-Systems Pune (Deutsche Telekom):

Consultant(Nov 2019- Till date)

Analyse and coordinate network documentations with the account managers.

Co-ordinated and transitioned multiple projects for T-systems India, each with multiple customers.

Provide L1/L2 support to resolve incidents in support of the infrastructure.

Maintain and support WAN/Telecom circuits and associated hardware.

Major SLA maintenance was involved including prompt email acknowledgements and quick resolution of the problem.

Tracking SLAs of incidents/Tickets created and documenting RFOs.

Providing ultimate ownership and responsibility for end to end management activities for all priority 1,2&3 incidents.

Responsible for raising incidents in Service now and maintaining the records, update logs, documenting new processes, communication templates and guiding the team to implement them by conducting training sessions.

Worked and successfully implemented shared model concept to utilize maximum bandwidth.

Worked with clients in delivering Knowledge transfers and educated rest team members. Also stabilizing client tools with documentations.

GTT Communications Pune:

Noc Engineer(Nov 2017-Nov 2019)

Administering and troubleshooting of network infrastructure including LAN/WAN.

Ownership and co-ordination of actions identified within incident analysis.

Driving Major incidents to resolution through engagement of various support teams, which includes initiating and driving a bridge call.

Documenting key actions and events during the bridge call

Responsible for preparing process documentations, reports, driving weekly and monthly meetings and represent all these progress reports to Partners. Also responsible for driving daily stand up calls with Carrier/Partners.

Tools:

CA Ticketing tools: Able to create, resolve and manage tickets as per the severity of an Incident. Prioritizing while creating an incident.

Service Now: Fair knowledge about the incident creation and resolution, along with child/parent linking within incidents.

Crm: Monitoring Customer database with Client Circuit Id and Order details.

Noss tool: Performance Monitoring of the Customer Circuit with DSlam information and Port status. Provisioning information and L2 & L3 troubleshooting. Switch statistics information.

Loop Test gui: Performing Smart Jack test and monitoring results.

Eagle: Order details, Viewing work logs, Circuit design from Loc A-Z.

Prov gui: Provisioning Information, Circuit Maintenance with Switch Backhaul.

Concentrix Pune:

CRM Practitioner(8 months): Orange Broadband.

Providing initial support to UK Customers via inbound calls.

Offering layer 1 troubleshooting and guiding through various steps.

Creating technician dispatch with the help of Citrix tool.

Provided exceptional client service, achieving 100% satisfaction rating.

Maintain impeccable personal standards that make the client feel comfortable

I Lead Solutions pvt ltd.

Customer Service Executive(1 year): Lead Generation Process.

Served as a basic point of contact for customers with complaints, queries, request, feedbacks etc.

Generated leads for U.S law firm for wrong surgeries and health care products supplied by companies like Johnson and Johnson.

Prepared daily reports on the daily activities of Customer Care team.

Ensured that all the request, queries and complaint of customer are responded in a timely and professional manner.

I hereby declare that the information given herewith is correct to my knowledge and I will be responsible for any discrepancy.

Place: Pune Date:

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