Respionsible for CED internal projects resource requirement as well as external clients resource requirements which are mainly tower engineers and cell site telecom engineers

1)   Finalization of JD before vacancy announcement
2)   Posting of job advertisement on different platforms
3)   Searching and shortlisting of candidates 
4)   Conducting basic assessment session of shortlisted candidates before forwarding them to clients or relevant department for further hiring process
5)   Preparation  of contract for finalized candidates
6)   Gathering  documents  (required for on-boarding) from finalized candidates and signing of contract
7)   Making training schedule and deciding training milestone’s timelines by working in close co-ordination with relevant department
8)   Monthly and bi-yearly performance assessments and  appraisals
9)   Renewal of job contracts of hired resources
10)Assisting and providing data to finance team for the creation of employee’s   payroll
11)Discontinuation of contract or firing of employee when required or when asked by client or HOD
12)Implementing employee retention plan/program  wherever and whenever necessary

1) Managing support department day to day operations regarding scheduled field engineer’s visits
2) Managing a dedicated team of in-house support engineers and 10,000+ free-lanced engineers around the world
3) Scrutinizing and evaluating free-lanced engineers as per client given skill set/JD 4) Arranging, compiling and making task execution related support material including videos as well
5) Providing pre quote analysis and detailed checklist of task execution requirements to management after interpreting client given scope of work (sow)
6) Facilitating and proving guidance to field engineers to perform complex technical tasks such as wireless site surveys which needed to be conducted by AirMagnet and ekahau site survey tools
7) Designing and making survey reports based on client asked requirements
8) Making day to day performance reports of whole support department
9) Scheduling shifts of in-house support engineers to provide 24 hours coverage and remote assistance to the on-site field engineers
10) Providing Remote IT Support to clients wherever required
11) Keeping clients updated by emails about the progress of task’s on which engineers are working onsite
12) Quality check of deliverables and paper work shared by field engineers before Sharing with clients

1) Laptop and IT Related inventory Maintenance
2) Printer
3) VTB System support
4) Cameras System
5) Internal Software/ Applications
6) Users accounts
7) Networks

1) Co-ordination with IT helpdesk regarding MIS system related queries and issues
2) Updating and Maintenance of MIS records
3) Customized reporting of Cash inflow/outflow
4) Deduction and adjustment of payments made against Sold Units
5) Co-ordination with banks regarding clearance of payments

1) Managing, Administration and Troubleshooting of Servers included Windows 2008 / 2003 Servers, Directory Services, FTP Server. Wi-Fi, branches VPN connectivity and firewall, Routers Configuration and Disaster Recovery Plan for Servers.
2) Managing, Administration and Troubleshooting of Network Security and implementing Security through Group Policies.
3) Managing all network administration duties such as LAN configuration, network applications, and external communication.
4) Responsible for the management of the daily administration of file/communication servers, Directory services, virus protection.
5) Monitoring network resources, utilization, and providing trend analysis.
6) Maintained IT inventory.
7) Troubleshooting system and network problems, diagnosing and solving
Hardware/software issues
8) Installing and configuring computer hardware, operating systems and
Applications
9) Installation, configuration and support of LAN & Wireless LAN infrastructure
Devices.
10) Provide technical solutions and troubleshooting services on need basis
11) Ensure proper working order of all terminals and servers at all times
12) Provide support to remote users
13) Act as a single point of Contact for phone calls and emails from staff regarding
IT issues and queries.
14) Troubleshooting DNS/DHCP issues on window 2003, 2008
15) Troubleshoot basic network issues. (IP related issues, cabling issues, network
Card issues, Network Switches)
16) Install, upgrade, support and troubleshoot XP, Windows 7 and
Microsoft Office 2007, 2010 and any other authorized desktop applications.
17) To Configure the outlook profile of the users

1) Floor Management
2) Work Force Management
2) Monitored Call Queues and Inbound Calls also managed Call Abandonment etc.
3) Productivity Analysis of All Agent’s.
4) Management by Walk about (MBWA) .
5) Team Management
6) Live monitoring of Cisco Supervisor Console.
7) Setting up skill set through Cisco IP Communicator of CCE’s.
8) Team Management & Day to Day Performance analysis
9) Escalation Handling

1) On-call Technical Assistance.
2) Worked on level 1 & 2 issues to resolve high priority/complex customer issues.
3) Provided through support to customers for TCP/IP networking, DNS, DHCP, LAN, WAN, Firewalls, VoIP (Soft Telephony), SMTP and Email support services, VPN and Fixed IP & DVR’s configuration.
4) Strong knowledge of trouble ticket systems, trouble ticket policies and procedures including escalations and measurements.
5) Provided remote services to customers on Server and Desktop installation, upgrading and network troubleshooting as well as Network Audits.
6) Reproduced customer issues and tested new software applications, in a LAB environment.
7) Conducted in house technical trainings for junior team members as per requirement.
8) Provided third party product support on designing, installations, integration and troubleshoot
9) Hand on experience of Microsoft Windows Server & client end configuration, troubleshooting and remote deployments etc.
10) Ability to troubleshoot and resolve network , hardware and software problems
11) Looked After the Complaints & coordinated with concerned department to
Resolve them.
12) Updating The Customer’s About the Resolution of their Complaints.
13) Arranged home visits of ground technical staff wherever necessary.

1)   Receiving Cab orders from existing and new clients over the phone for dispatch.
2)   Forwarding calls to relevant departments
3)   Dispatching cabs to rider’s pickup areas and also to different terminals of Chicago O’Hare airport depending on customer’s airline or flights
4)   Handling customers queries
5)   Providing guidance to cab drivers wherever required
6)   Creation and updating of customer’s profile.