Summary:

Hands on IT operations manager with a proven track record of managing and suppor
ting successful client services teams in rapidly growing environment. 15 years o
f distinguished career is in telecom and finance service industries with experti
se in Customer Care, problem Management and production support. The extensive ex
perience in supporting Web-based / E-business / E-commerce and Client-Server app
lications on different environments.
- Proficient in VOIP, data and video and related collaboration technologi
es
- Deep knowledge of order flow management systems, Billing systems
(ICOMS, CSG, ACP, Convergys), Cisco soft switches and LDAP, PSTN
databases operations such as MSAG, ALI, LIDB, and CNAM.
- Ability to handle critical problem objectively, analyze them and solve
them
with understanding and maturity
- Excellent written and oral communication skills, interpersonal skills a
nd very
enthusiastic learner
Technical Expertise:
OS and Databases: UNIX, Windows, Oracle, MS Access
Services & Tools: SQL, Toad, SQL plus, Ssh, autosys Putty, Web Logic,
Apache Web server, MS Office, Visio, MS Projec
t, IVR, JIRA
Web: HTML, XML
Network Protocols: HTTP, TCP/ IP, FTP, SFTP, SSH
Monitoring tools: Big Brother, Netcool, HP Openview
Defect tracking tool: PeopleSoft, Atlas, Remedy
Professional Experience:
Time Warner Cable, Herndon VA 2005 -present, Operations Support Manager
a Managed the team of production 11 support analysts to provide 24x7 support for
residential, commercial and wireless digital phones customers across the nation
.
a Improved the monthly team performance by 15% in terms of time to restore troub
le tickets by initiating knowledge base database for the team, revising the esca
lation procedure and establishing new policies with business partners to facilit
ate the support operation.
a Initiated training for team members and internal customers which resulted in 1
8% reductions in the total monthly trouble tickets.
a Volunteered to investigate and document Root Cause Analysis (RCA) for complex
issues and assumed primary role for distributing system outage communications to
customers.
a Streamlined the service levels agreements with our key business partners to im
prove the quality of support resulting in total customer satisfaction.
a Key player in managing all provisioning support activities, implementing softw
are releases, data analysis and updates for the crucial Data Migration project t
o capacity based provisioning system.
a The excellence award winner for playing a vital role in resolving system wide
provisioning outages during the peak business hours thereby resulting in reduced
customer impact and consistently demonstrating ability to prioritize and execut
e tasks in high-pressure and stressful situations.
a Consistently maintained a matrix of 96-99% of agreed SLA. Managed ticket queue
by accurately tracking, updating and closing assigned support requests using Re
medy ticketing system.
a Set objectives and priorities for team, mentor less experienced team members t
o ensure on time delivery of services to cross functional organizations.
a Participated in new candidate selection process and quarterly review of team m
embers with upper management.
a Several recognition emails from peers and direct customers for outstanding sup
port.
SWIFT (Society for worldwide interbank financial Telecommunications)
Manassas, VA 2004 -2005, technical consultant
a Developed test specifications, designed test plans, wrote and executed test ca
ses, analyzed and logged test results, reported product defects and change reque
sts for financial applications under tight deadlines to meet high quality demand
s.
a Escalation point of contact for the whole QA organization
a Acted as a liaison between Production Support, Development and Program Managem
ent during product development cycle to ensure quality.
a Received IT Thanks recognition award for pointing out defects crucial for supp
orting the client requirements.
France Telecom, Herndon, VA, 2000 a"2003, operations specialist
a Established the new process to improve the monthly billing run for US taxation
which resulted in 10% revenue increase each month.
a Nominated for quarterly award for extraordinary efforts for handling the first
Voice over IP project for the organization from concept of operations to procur
ement and deployment.
a Successfully managed implementation of various application releases to product
ion environment.
a Arranged pre sales technical counseling for customers, pre-sales technical dem
onstrations, benchmarking, load testing for hardware and software products and v
arious technical camps for the field engineers.
a Solved the security breach on Windows for importing the daily files for billin
g from channel partners. This ensured the data integrity.

Celera Genomics, Rockville, MD, 1998-2000, Sr Operations support analyst

a Initiated and set up the trouble management/ticketing system (Remedy) for the
organization.
a Performed user management, disaster recovery testing, patch management and tro
ubleshooting for various Windows and UNIX applications.

Education and Qualification:

B.S. in Telecom Engineering
Diploma in TCP/IP networking Technology
Microsoft Certified Professional for Networking and SQL server administration