Service Delivery Management

Service Delivery Management

************@*****.*** +1-917-***-****

Buffalo, New York August 17, 1976

AWS Connect services

PRODUCT

KNOWN &

SKILLS

Ramesh Kumar

Principle Consultant/Product Managment - SERVICE DELIVERY, BLACKBOX

Result-oriented and seasoned Associate Consultant with over 20 years of expertise in service delivery management, project management, and successful implementation of Avaya Red Contact Centers, AWS Connect. Unified Communication solutions, and advanced technologies. Proven track record of driving customer satisfaction and process improvement. Eager to contribute dynamic leadership and technical skills to a forward-thinking organization.

Permanent Work Authorization: USA, Permanent Legal Residence (No sponsorship needed) WORK EXPERIENCE

Principle Consultant/Product Management - Service Delivery BLACKBOX NETWORK SERVICES INDIA PVT. LTD 02/2024 –Cont. India Roles & Responsibilities

Supporting the US clients for Avaya Project implementation/Deployments including Avaya communication manager. Session Manager, Avaya Session Border, System Manager, AWS connect Services, Genesys Pure cloud support Etc.

Working with Avaya/AWS for the features enhancements as per the requirement of Clients.

Service delivery management team/resource management and solution design for Voice Components.

Formulate and execute strategic process improvement plans, elevating organizational efficiency and customer experience.

Associate Consultant - Service Delivery

HCL TECHNOLOGIES LTD. 03/2020 -10/2023 India

Roles & Responsibilities

Spearhead service delivery management, team/resource management, and solution design for Avaya Red CC, Avaya Cloud Services, AWS Cloud, AWS Connect Services, and UC components.

Drive successful installation and support, including expertise in speech recognition, artificial intelligence, and Microsoft Teams Room (MTR) solutions of Crestron, Cisco and Yealink. Architect and implement complex Avaya Red projects, ensuring optimal performance and customer satisfaction.

Project Manager/Product Management

AGC NETWORKS LTD. 08/2008 - 03/2020 India

Roles & Responsibilities

Directed end-to-end project lifecycle, including planning, design, installation, and support of Avaya Red CC, UC components, and Polycom, Cisco, Crestron audio-video systems.

As a Product management, Worked with OEM Crestron for features enhancement like AD integrations as per the client requirements.

Led project teams, fostering collaboration, optimizing resources, ensured timely project delivery.

Delivered innovative solutions while adhering to project budgets and quality standards. Avaya Engineer

AGCL Networks Inc. 09/2006 - 08/2008 India

Roles & Responsibilities

Implemented Avaya components and Polycom/Audio Video products, specializing in project planning, design, and execution.

Managed customer escalations and provided hands-on training, contributing to enhanced customer satisfaction.

Played a pivotal role in the planning and design of intricate Avaya Red projects, demonstrating technical leadership.

Customer Support Engineer

CMS Computers Ltd. 02/2003 - 09/2006 India

Roles & Responsibilities

Installation and support for IBM mainframes and Windows Servers, ensuring seamless operations for clients.

Managed customer escalations, demonstrated exceptional problem-solving skills, and conducted in- house/customer training sessions.

Contributed to project planning, design, and team management, driving successful project outcomes.

Process/Service Improvement

Resource Management

Team Management

Customer Support and Handling

Designing, Planning & Scoping

Automatic Speech Recognition (ASR)

Microsoft Teams (PSTN) Integrations

Artificial intelligence (AI)

Artificial

Genesys Pure Cloud

Avaya Cloud Services

Unified Communication

Avaya Contact Center

SIP integrations, Session

manager integrations

Avaya Aura Communication

Manager R10.x

Avaya Aura Experience Portal

Avaya Call Management System

Audio -Video Integrations

Cisco Video Conferencing

Polycom video conferencing

Microsoft Teams Room (MTR)

Deployment like Cisco, Crestron etc.

Project Management

INTERESTS

HONOR

AWARDS

Achievers League Award

(2023)

HCL Technologies Ltd.

Consistent Performance Award for

my exceptional performance in

service delivery function

Achievers League Award

(2022)

HCL Technologies Ltd.

Consistent Performance Award for

my exceptional performance in

service delivery function

Quarterly Performance Award

AGCL Networks Ltd.

Quarterly Performance Award for

my performance for various

quarters.

SPOT Award

AGC Networks Ltd.

Award for my performance across

geographically to business.

REFERENCES

Krishan Kumar

“Currently working with HCL

Technologies.”

United States+1-484-***-****

Ankur Rawat

“Currently working with Blackbox

Networks Services

Noida, India - +91-991*******

SUPPORTE

D CAUSES

CERTIFICATIONS

AWS Certified Solution Architect-Associate

AWS Certified Solution Architect-Associate

Convergence Technology Professional (CTP)

Convergence Technology Professional (CTP)

Avaya Certified Specialist (ACS)

Avaya Certified Specialist (ACS)

Avaya Conferencing Implementation and Maintenance (ACIM) Avaya aura Conferencing implementation and Maintenance Avaya Aura Application Enablement Service Implementation AIPS Avaya Aura Application Enablement Services Implementation Avaya Call management System Implementation and Maintenance Application Enablement Services Implementation

Avaya Aura Experience Portal with POM Implementations and Maintenance Exam Avaya Aura experience portal (POM)

Avaya Scopia Solution Implementation and Maintenance Avaya Scopia Implementation engineer

Polycom Certified Video Conferencing Engineer (PCVE) Polycom Certified Professional (PCVE)

Cisco Telepresence Video Field Engineer for Advanced Exam (PATVFEA) Cisco Video engineer (PATVFEA)

Implementing Cisco Telepresence Video Solution

Cisco Video Implementation engineer

ORGANIZATIONS & ROLES

Associate Consultant - Service Delivery, HCL Technologies Ltd. - India (03/2020 – 10/2023) Service Delivery Management – Service strategy development and Planning, Transitioning and Process Improvement, Responsibility of new Project designing Planning and Implementation. Project Manager, AGC Networks Ltd. - India (08/2008 - 03/2020) Project Management - Complete project lifecycle. Project Planning and Implementation and team management. Avaya Engineer, AGCL Networks Inc. - India (09/2006 - 08/2008) Design, Implementation & Support for Avaya Red portfolio and Polycom Video Customer Support Engineer, CMS Computers Ltd. - India (02/2003 - 09/2006) Design, Implementation & Support for IBM Mainframes and Windows Server EDUCATION

MBA – Master of Business Administration

Sikkim Manipal University, Sikkim

2010 – 2011

Courses

MBA- Master of Business Administration in Project Management BE- Electronics & Communications Engineering

Vidya Peeth University, Rajasthan

2009 - 2012

Courses

BE- Electronics & Communication Engineering

Diploma- Instrumentations & Control Engineering

Ambedkar Memorial Polytechnic, New Delhi

1995 – 1998

Courses

Diploma- Instrumentation & Control Engineering

BA- Bachelor of Arts

University of Delhi, New Delhi

1995 - 1998

Courses

BA- Bachelor of Arts, University of Delhi

Blind School in New Delhi

Football

Cricket

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