Abhi Gudidevuni Email & Phone Number

Brisbane, Queensland, Australia

Managing a department of 3 operations teams (customer technical support, NOC and operations engineering). Comprising of remote and in office team members, located in 3 countries. The key responsibilities of the department included:Network Incident Management – Core and Edge Network Incident diagnosis, resolution, coordination and escalation covering data and cloud connectivity services.Problem Management - Managing Network Problems identified as a result of Network and Customer Incidents. Coordinating resolution/mitigation in collaborating with engineering teams and suppliers. Customer Incident Management - Fault diagnosis and resolution within Service Level Agreement (SLA), covering data services. And providing technical and non-technical provisioning support.Continual Service Improvement – Maintaining and driving initiatives to improve technical and non-technical customer service qualityChange Management - Ensuring all network changes implemented by the department comply with organization change management policiesTeam training, development and mentoring – Monitoring staff KPI’s and development, training/career development from entry level to engineering and, aligning growth opportunities within the organization with staff careers.Recent Key Projects:Implement a Global Operations Team (current role) – The remit was to expand the current team into a scalable global team spanning 3 countries and six cities to support a growing global customer base. The scope included recruitment, OSS, NMS, KPIs, BI, automation, structure, and a refresh of BAU functions/processes. Change Management Policy – Redefined technical Change Management governance and compliance policy. The objective was to close the gaps identified that caused major service disruption.

Brisbane, Australia

Managing a Global Network Operations Engineering Team responsible for maintaining Megaport's Global Network. The teams key responsibilities include :L3 Customer Incident Escalations - Investigating and resolving complex customer incidents escalated by customer technical support teams. Network Incident Management - Investigating and resolving multiple customer impacting incidents. The faults may be attributed to hardware failures, software failures or failures within a 3rd party providers network.Problem Management - Mitigating the root causes of incidents. Scope includes investigating, planning and deploying solutions in collaboration with network architects, hardware platform vendors & 3rd party suppliers. Network Maintenance - Maintaining the production network. Scope includes hardware/software/capacity upgrades

Sydney, Australia

Managing an operations business department of 9 teams (150 staff), operating from 4 locations in Australia and 1 international location. Key responsibilities included:Network Incident Management - Core, Edge and Systems Network Incident diagnosis, resolution, coordination and escalation covering IP data, Voice and Transmission/SDH (via Microwave and Fibre)Customer Incident Management - Fault diagnosis and resolution within Service Level Agreement (SLA), covering managed public and private data (MPLS), voice networks and hosted servicesProblem Management - Managing Network Problems identified as a result of Network and Customer Incidents. Coordinating resolution/mitigation in collaborating with engineering teamsService Management and Continual Service Improvement – Maintaining and improving key client technical service availability by monitoring/reporting/reviwing service performance.Change Management - Ensuring all network and infrastructure changes, and deployments comply with organization change management policies and customer service SLA’s.Team training, development and mentoring – Monitoring staff KPI’s and development, training/career development from entry level to engineering and, aligning growth opportunities within the organization with staff careers. Recent Key Projects:Network Operations Integration – Integrating acquired Support and Network Operations departments. The departments acquired were located nationally and internationally.Service Desk Overhaul - Procuring/deploying a new system, implemented metrics to measure KPI’s, identify gaps and inefficiencies. Consolidation/re-structure of department-staff based on skill sets, implement OLA’s and re-designed in/out bound customer communication flow.Change Management Policy – Redefined technical Change Management governance and compliance policy. The objective was to close the gaps identified that caused major service disruption.

Sydney, Australia

A role in Network Operations, managing four teams, NOC, Change Management, Access Management, and Facilities Management. Key responsibilities included:• Daily operations management• Team Performance Management • Team Training and Development• Technical and business process training, and documentation• Business analysis and Process Improvement• Management Reporting• Incident Management

Sydney, Australia

A role in Network Operations, monitoring and troubleshooting the national network. The role included level three customer support, customer service improvement projects, and general operations tasks/projects. Key responsibilities included:• Monitoring the national voice and data network• Major network incident troubleshooting, escalation and coordination • Network maintenance tasks• Level two and three support for customer voice and data service• Customer services MACD and provisioning• Technical training• Network and training documentation• Incident and Problem reportingTechnologies (Core/Distribution/Access Level)• Network Protocols – BGP, OSPF, EIGRP, RIP• Hardware – Cisco (Router, Switches and ONS’s), Adtran, Nokia, Huawei

Sydney, Australia

A role in Service Assurance, monitoring and troubleshooting corporate, wholesale and government customer voice and data networks/services. Key responsibilities included:• Level two support for customer voice and data service• Incident reporting• Staff trainingTechnologies (Service Level)• Network Protocols – BGP, EIGRP, RIP• Voice – Pre-select, Override, VOIP, SIP trunking, CTS, Nextone, Broadsoft, Open Call Agent• Data Tails – ATM, Ethernet, Fibre, E1• Hardware – Cisco (Router, Switches and ONS’s), Adtran, Nokia, Huawei• VPN, MPLS, QOS

Auckland, New Zealand

A sole charge position of engineering/administering a medium business network & supporting 40 staff on-site. The role also included general administration management business activities.The responsibilities included:• Desktop support• Systems and Network Administration• Research, development and implementation of new technology to improve productivity and reduce costs.• Application training• Working with a team of four staff overseeing general business administration• Supplier management• Business process analysis and implementationMajor Projects: • Project management of branding makeover• IT Systems deployment of two new divisions (Property Management and Finance)• A complete infrastructure and systems upgrade (implementing Microsoft SBS and PABX) was planned, designed & implemented due to legacy systems, capacity issues & rapid expansion (from 15 users to 40). Technologies - Microsoft Server 2003, ISA, Samsung 7200 PABX, SME Cisco platforms, Symantec Anti Virus Enterprise Edition, RAID, WSUS, Canon MFC, Microsoft Exchange 2003, Microsoft IIS Server and Industry Applications (Hub-online, Campaign Track)

A role of an onsite technician supporting six hundred users and up to eight hundred devices (workstations, printers, scanner etc.), involving daily administration, support, troubleshooting and change management. The role also involves setup of phones, administration of a PABX system and troubleshooting network connectivity.Technology - Novell / GoupWise

Graduate Certificate In Management, Business Administration And Management, General, Graduate Certificate In Management

The Graduate Certificate in Management is a complete stand-alone qualification and can be undertaken as a pathway to an AGSM Master.

Cisco Certified Network Professional (Ccnp), Computer Systems Networking And Telecommunications

Itil V3 Foundation Certification, It Service Management

Ccna, Cisco Certified Network Associate

Mcse, Microsoft Certified Systems Engineer