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Summary
I am a technically sophisticated, solutions-driven, and innovative professional with 15+ years’ technical expertise in infrastructure design, service maintenance, telecommunication, business processing, programming, and networking within financial and service provider sectors. Proven success in various standalone system level applications, such as IVR, CTI, and dashboard applications. Experience in designing, defining and delivering complex Networking projects for Large Enterprise and Service Providers. Change agent and collaborative partner with strong communication and presentation skills. I am expert in partnering with stakeholders, leadership, teams, and vendors to analyze needs and issues, define and achieve consensus on strategies, and implement technologies and best practices to deliver consistent, repeatable, and high quality technical services.
My key skills include Business Processing, Payment Systems & Technologies, Business Applications & Technologies, System Integration & Interoperability, IT/VoIP Infrastructure Design & Support, Solution Architecture & Design, Unified Communication, Business System Integration, BPR, Virtualization, Digital Transformation, Contact Center Technologies, Business Development, Solution & Service Delivery Management, Customer & Vendor Management, and Project Planning & Supervision
Currently I am engaged with Pronet Private Limited, as a Head of Operations & Professional Services, where I determined and intensified technical issues to relevant support service representatives to assure timely resolution. Designed and upheld customer contacts as well as trained and directed consultants to achieve targets as per project. Attached is my resume which showcases my progressive experience and successful track record for leading successful initiatives. My professional background and great industrial exposure coupled with an excellent track record makes me an ideal candidate for executive roles.
Projects
Experience
Head of Operations & Professional Services
Operations & Support
• Determined and intensified technical issues to relevant support service representatives to assure timely resolution. Designed and upheld customer contacts as well as trained and directed consultants to achieve targets as per project.
• Played an integral role as an escalation point for PS team’s clients to deliver client project work and assure high quality deliverables, solutions, and client management on projects.
• Integrated databases / platforms with other stakeholders and 3rd party application to redesign and maintain pre-sales structure and voice and contact center and assure interoperability of applications.
• Assured availability of reliable on-site assistance to resolve all software and hardware issues for delivering reliable and effective user support to clients.
• Functioned in close collaboration with Pronet’ sales and technical department to raise growth and opportunities.
Professional Services
• Successfully delivered client project work assigned to PS team; managed consultants so that each achieves the targets per project and collaborated with the Pronet’ sales and technical department to maximize growth & opportunities.
• Tasked to serve as escalation point for PS team’s clients to ensure high quality deliverables, solutions, and client management on projects; maintained Pre-Sales structure and assisted in complex designs of Voice & Contact Center.
• Facilitated teams in the integration of databases / platforms with other stakeholders and 3rd party application for interoperability of applications; developed and maintained deep customer contacts as assigned.
Technical Resources Management
• Successfully trained and educated employees and new hires to establish full potential and assure adoption of methodology and delivery of quality of work while meeting company objectives.
Assistant Manager Technical & Support
• Headed the responsibility for designing and answering RFP/RFI for tenders, managing service delivery for ongoing SLAs and new business, and recommending technology and solution for Mutele’s customer.
• Actively liaised with business partners to explain and describe project requirements and business case, including development of a statement of work and evaluate complex project plans and budgets.
• Designed and integrated system and infrastructure for contact center and voice solutions while managing pre-sales and design engineering activities on Avaya products – Voice SME & Enterprise.
• Formulated and delivered presentations to senior management on project goals and plans, including progress reports.
• Devised R&D and new product development initiatives on Mutele platform to select technology and structure.
Service Level Maintenance & 3rd Level Support of Call Center technologies including:
• Avaya Aura Contact Centre Suite 6.4 (CCMS, CCMA, CCM & CCT)
• Avaya Aura Communication Manager
• Avaya Media Gateways (G430, G450, G650)
• Avaya Aura Workforce Optimization (ACR, QM & WFM)
• Avaya MPS 500
• Avaya Orchestration Designer
• Peri 3.5 (Manager, Producer & Developer)
• Wallboard (TX Digital & Symon) configuration
• Avaya IP Office (IPO CC, CCR & Contact Store)
Manager Technical Support
• Positioned as an integral role of core operations team of MZaka for installing, testing, commissioning, expanding, troubleshooting, and integrating activities and delivering 24X7 support services to customers.
• Spearheaded local training for technical team and end users, developed RFP/RFI for tenders and coordinated with customer to resolve operational and post SLA/Sales/support issues.
• Developed business for new ventures and any existing non MZaka or MZaka client and designed engineering on Avaya products – Voice SME & Enterprise to take care technical and support needs.
• Expertly utilized technical skills, including call center products, IVR & IP Telephony to offer presales and technical support assistance over email while administering customers’ accounts allocated for SLA and new business.
Offered service level maintenance and 3rd level support of call center technologies, such as:
• Media Processing Server (MPS 500)
• Avaya Aura Contact Centre Suite 6.0
• Avaya Aura Contact Recording & Quality Monitoring
• Wallboard (TX Digital & Symon) configuration
• IP Phone & UC Endpoints
Assistant Manager Technical
• Designed signoff documents, RFPs, proposals, and block diagrams and proposed structure for the SITEs, steered local training for technical team and end users, and presented L2 support to sales team on resolving pre sales issues.
Installation and Configuration of Call Center technologies including:
• Media Processing Server (MPS 500)
• Nortel Contact Centre Suite 6.0
• Nortel Contact Recording & Quality Monitoring
• Wallboard (TX Digital & Symon) configuration
• IP Phone Management.
System Engineer
• Shoulder the responsibility for installation and developing Nortel Networks Symposium Server, MPS 500/1000, and Call Center technologies, such as Wallboard configuration, IP phone management, and troubleshooting.
Installed and organized Nortel Contact Centre Suite, including:
• Contact Center Manager Server (CCMS)
• Communication Control Toolkit (CCT)
• Contact Center Manager Administration (CCMA)
• Contact Center Multimedia (CCMM)
