Customer Services Relationship Management

Post Applied for : Consultant

HENRY P. KUMAR B.sc

Contact No.: / 960******* E-Mail: **********.*@*****.***

Address: */**, *** ****, ****** madha Nagar, 1’st street, Little Mount, Saidapet,

Chennai-600 015.

Aspiring for senior Managerial positions to head Projects, Fibre Networking Operations, Technical/ Customer Services & Fibre Roll out with a reputed organisation in the ISP, WIRELESS, FTTH, GEPON &CATV industry

Total experience 28 years

Intend to build a career with a progressive organization that will use my skills & abilities in an executive capacity, where I can effectively contribute to operations in any capacity that best matches my skills and knowledge. Looking for challenging opportunities to work and learn & also to do my job to the best of my abilities

AREAS SUPERVISED

Switches: Configure S6720 Aggregation switches and S5720 Access switches.

Monitoring tools: SolarWinds NPM, Syslog Server, Huawei E-Sight, Log-centre, Extreme peering, EPON, GPON, Cacti.

Fast learner, keeps abreast of latest technologies, adaptive developing and promoting analytical software/networking solutions, capable to switch to allied or varied technologies depending on project requirements.

Excellent relationship management skills & ability to conceive efficient solutions utilizing technology.

PROFESSIONAL PROLOGUE

A seasoned professional with 28 years of experience in Planning, Budgeting, Start ups, Project Management, Installation & Commissioning, Operation & Maintenance, Network Management & Relationship Management.

Objective

A growth-oriented, fulfilling career in MSO / Telecom / ISP in Top management that is commensurate with my profile and the in-depth technical and man-management expertise gained over 14 years.

VIDEOCON, SOLIDAIRE, HATHWAY, TATA (VSNL) & SCV- Cherrinet (sun group)

2011- 2022 Designated as Head Technical / FIBER Operation associated in Kal cable p ltd., SCV (Sun tv group). Cherrinet – ISP – Head.

Summary

Over 14 years of in-depth technical experience in the MSO & ISP industries full of fibre operations)

Hands-on expertise in installation and maintenance of bidirectional Fibre and Cable Networks including route planning, liaison with civic authorities, ensuring uptime and quality of service.

Commissioning and operation of Fibre FTTH and CATV head-end equipment and network elements.

Expertise in broadband technology delivery over Cable TV, Wireless, EOC and Ethernet networks.

On-site and Off-site Project expertise - presales support, network design, project planning, execution, service provisioning and customer support activities.

Certified Audit professional for ISO and CMMI quality systems.

Systematic, result-oriented, motivational leader.

Working with CHERRINET FIBER TO HOME Dedicated Services team managing and implementing both WAN, LAN.

Implementing technologies like fibre optical cable, Ethernet, serial cables, and Wi-Fi

Providing quick resolution to hardware related issues like SFP, slot, port replacement, device replacement.

Responsible for guiding on-site/field engineers to troubleshoot hardware related issues on D Link, Net gear Router & Switches.

Managing the replacement and return of failed devices with hardware suppliers in accordance with SLA. Utilizing escalations matrices where required.

Responsible to provide quick restoration of the service by shift the traffic from one device to other

Joining conference calls with service providers to solve complex networking issues.

Activation of new services onto the network and ensure quality is maintained by testing and ensuring any network changes are recorded and logged onto configuration databases.

Installing and Troubleshooting OS related issues.

Follow-up and track on customer enquiries.

Proven strengths in logical analysis and issue resolution with complementary skills in communications, interpersonal relationship, learning and organizational abilities.

Operations and Maintenance:

Migrate RSTP & OSPF Network to MPLS Network

Ready for future Triple play solution (PPPOE, VOIP, IPTV) services

Use High range Firewall’s to give customer’s secure services

Design VLL(P2P) / ILL / L3 VPN

Role Description:

Design low level network topology (Aggregation Switches & Access Switches)

Design VLAN for AGG L2 & ACS L2 switches

Configured AGG L2 & ACS L2 Switch's for particular Areas

Design interface PE-PE connectivity for particular Areas

Network quality management:

Implement processes and systems to ensure the maintenance and improvement of overall KPIs and Quality of network service.

Implement monitoring and alerting systems, tools, and escalation procedures

Work with internal teams to define, develop, and deliver operational monitoring interfaces.

Document relevant processes.

Ensure Compliance of TRAI QoS parameters

Regulatory Compliance

Establishing and monitoring compliant processes for regulatory issues

Maintaining Network Parameters CCI, CMI & NUI as per TRAI parameter

Field visit to carry out the TRAI QoS audit.

Professional Experience

Designated as Assistant General Manager Technical / fibre Operation associated in Suntv network Group – Chennai (SCV) and assisted more than 200 people.

A skilled planner, strategist and implementer with proven success in devising and implementing strategies aimed at start up of new operations and service processes, improving network functioning, strengthening brand image and ensuring delivery of high standard of customer service.

Adept in end-to-end project planning and execution of Telecom networks, with distinction of leading the installation and commissioning of switching, transmission and mobile services.

Proven record for implementing full functioning strategic businesses with keen sense of urgency, entrepreneurial style and documented performance in Technical and operations.

A facilitative manager with proven skills in development of moderate plan implemented a non-competition deal and appointed 80 per cent of cable operators as DSA. Building technical infrastructure selected and deployed sales/marketing activities.

Effective relationship management with corporate bodies for promoting customised / on-door services, and with other govt. bodies & telecom operators for interconnectivity solutions.

A dynamic leader with the ability to motivate people right from the grass root level and take worker unions into confidence for implementing new and innovative ideas. Excellent communication, relationship management, interpersonal, analytical and problem-solving skills.

Job Responsibilities:

Project Execution and control in OFC Defense project

Route visit and Site survey

Making single line diagram (SLD), Mentioned Road authorities NHAI, NH, SH, Corporation, Municipal and Panchayath

Co-ordinating with Right of Way (ROW) team for route clearance.

Project Deployment process implementation.

Ones getting ROW permission Deploying Site Engineers and capable vendors

Co-ordinating with our team to make Joint Visit at field to check the Quality and safety.

Recruit the capable Vendors for Fibre execution activity

Deployment of vendors and planning for requirement of materials for commencement of work.

Having Complete Knowledge on Optical Fibre laying both in Backbone and Access networks,

Co-ordinate with our Engineers Quality control of outside plant cable networks,

Co-ordinate with Site Engineers Preparation of M-sheets as well as other OSP related documents,

Co-ordinate with Site Engineers and Vendors Fibre rectification through OTDR from both ends.

Material Planning i.e., Monthly requirement, Dispatch instructions, Timely availability of material at sites.

Review of specifications to make it world class.

Bring Acceptance Test (AT) certificate from BSNL.

Completed Route Certification.

Co-ordination Liaison with State & Central Govt. Agencies as Well as Co - Operators,

Achieving the scheduled target from the roll out.

OCCUPATIONAL CONTOUR

Since Nov 2001 to 2005 &Feb’07 to ’09 Nov

Hathway Cable & Datacom P. Ltd., Chennai AGM Technical / Operation

Hathway is into the business of providing Internet & Television through cable network; part of Rajan Raheja Group.

Appointing the franchisees in various locations in and around Chennai and assisted more than 50 people.

Interacting & negotiating for contracts with major star Hotels, Multi storied Commercial / Residential Complex and other theatres and institutions for Internet connectivity.

Drafting the cost models & preparing Corp Book for interim financing for the acquisition of the cable network.

Leading the team of 236 & 10 territory managers and system engineers.

Distinctive Accomplishments across the tenure

Pivotal in designing Reseller Channel Organization’s hiring initiative, resulting in staffing roles & accomplishing goals.

Feb’06 to Feb’07 Videsh Sanchar Nigam Limited, Chennai

Regional Head – Access Relationship & Rollout Management & Net Work operations Manager

The company is into business of providing Internet.

Implementing DSLam’s for DSL connectivity all over TN with help of LCO.

Ensuring end-to-end delivery of the project including the Network Final Acceptance, Operations & Maintenance.

Maintaining a dedicated team if 20 Engineers and 148 FE all over TN

Maintaining the 99% of the network uptime & controlling the CPI & CMI.

Spearheading operations for DSL connectivity in Pondicherry, Madurai, Salem, Trichy, Tirupur and Coimbatore

Distinctive Accomplishments across the tenure

Pivotal in signing of 232 LCO’s within 3 months while maintained a customer base of around 32,000 across Tamil Nadu.

Stellar role in commissioning of 330 Dslam’s & 428 building switches in a period of six months.

Significantly contributed towards lying down of fibre of more than 5000 kms in Chennai & rest of Tamil Nadu.

Spearheaded operations planning materials in time, UG Cabling in time and co-ordinate with corporation and rail tail.

Introduced new systems on LAN connectivity (UTP) for better utilization man power in Tamil Nadu

Awarded by Hathway as best employee of the year,

Jan’01 to Jan’06 Hathway Cable & Datacom P. Ltd., Chennai Manager – Technical

Hathway is into the business of providing Internet & Television through cable network; part of Rajan Raheja Group

Mentoring the team of dedicated RF Engineers & Technicians with 300-member team.

Developing new areas for Internet (LAN/WAN) & Cable TV connectivity.

Interacting & negotiating with various government departments for getting permission to lay & route cable.

Drafting operator agreement to give revenue-based commission to Cable Operators & liaising with sub-contractors for laying cables and finalizing rate contract with them.

Rendering technical training on OFC / splicing / RF of team members and new joiners.

Mapping of RF Area on daily basis and updating the sales team regarding the readiness of the area.

Closely checking the CMTS Flap list to understand modem status for internet users.

Distinctive Accomplishments across the tenure

Spearheaded operations, designing moderate plan & implementing non-competition deal.

Pivotal in appointing 80% of cable operators as DSA.

Ensured adherence to the ISO standards in the Department & created Process map for each function like Technical Survey Process, Installation Planning & Processing for Internet, Complaint Handling Process.

Stellar role in implementing Reverse Analysis as a preventive measure to avoid disconnection of the customer modem from network & Sub contractor management system, i.e. proper agreement, insurance for sub-contractor’s worker, etc.

Developed a new area in Bangalore, Koramangala in a short span of time 40 days & made it ready for both Internet and cable TV. Installed 100 connections & modem within 40 days.

Captured new area in Anna Nagar in Chennai within short span of time (20 days) to beat the competition among big players.

Implemented the new concept of Shared device connectivity LAN (Online 24) to give Internet on shared basis and cheaper cost; LAN Business with private IP to reach all residential customers at very low cost.

Handled other branches, as Bangalore & Hyderabad due to shortage of Manpower apart from regular work in Chennai.

Mon’92 to Mon’94 M/s. Solidaire India Limited, Location Service Engineer

Solidaire is a leading company in the TV industry with 15 years of experience in customer electronics; entered the world of satellite communication right from its inception; client include Business India, ATN, ITC, Godrej, India Cements, Raj Bhavan, UB, L&T, etc.

Installation of Dish Antenna and Cable TV systems, estimation of materials, system designing for tenders, Hotels, Apartments and servicing of RF products.

Quality testing of cable TV equipment

Trouble shooting of EPABX systems.

Independently designed and installed the CATV network in Chettinad Cements Township at Karur, TN.

Education

2014 B.SC (computer Science) UNIVERSITY OF MADRAS

2009 CCNA Certification Completed NET SENSE

2001 Advance Diploma in Hardware & Networking SISI, Guindy, Chennai

1988 I.T.I. (Electronic & Mechanical) Montfort Technical Institute, Chennai

(NCVT Certification)

1985 Diploma in Radio & T V Sam Institute, Chennai

PERSONAL DOSSIER

Date of Birth: 26th December 1964

Languages known: English, Tamil & Telugu

Hardworking, Workaholic with “Never Say Die” Attitude, Learner, Self-Motivated, Positive.

I hereby affirm that all the above particulars are true to the best of my knowledge.

Date

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