- Closely partnered and proactively collaborated with Nokia field validation, deployment, delivery readiness, Care management, Customer Account, Tier2/Tier3 support, & CTA teams and Verizon teams and helped facilitate effective & timely information flow about field introduction testing of new software releases for 5G New Radio (5G NR) Cloud and non-Cloud solutions,- Authored and created comprehensive customer communication packages to communicate necessary pre & post upgrade actions to… Show more - Closely partnered and proactively collaborated with Nokia field validation, deployment, delivery readiness, Care management, Customer Account, Tier2/Tier3 support, & CTA teams and Verizon teams and helped facilitate effective & timely information flow about field introduction testing of new software releases for 5G New Radio (5G NR) Cloud and non-Cloud solutions,- Authored and created comprehensive customer communication packages to communicate necessary pre & post upgrade actions to ensure continued proper network operation after upgrade, partnered & worked directly with Verizon customer teams to finalize communication packages, hosted & facilitated nationwide deployment calls with various Verizon teams, presented the packages to help ensure full readiness of Nokia and Verizon stakeholders for the network-wide roll out of all new 5G NR software packages, and diligently made all relevant material digitally available on support portal for all stakeholders.- In partnership with Verizon teams, spearheaded & facilitated efforts to help identify & implement innovative solutions to mitigate impact on network operation & performance due to device & technology interoperability issues, optimization issues, transport network issues, enabling of new features, introduction of new software packages, etc.- Hosted and facilitated customer calls & ensured that applicable Nokia published Alerts, Flash Bulletins & Technical Support Notes as well as Verizon team published Network Directives/Advisories are promptly implemented by Verizon markets for continued optimal network operation/performance.- Successfully lead & facilitated efforts with Nokia support teams & drove satisfactory resolutions for the field issues escalated by the customer in timely manner. Provided regular (in)formal investigation progress updates to the customer. - Proactively identified and shared potential services sales opportunities with Nokia customer and sales teams. Show less

- Effectively led, directed & managed team of Technical Support (TS) professionals, interviewed & hired professionals, mentored & coached team, and facilitated team collaboration to consistently deliver superior quality remote care technical support progressively for Nokia 3G/4G/5G Wireless solutions well within customer contracted SLAs that consistently delighted customers and earned high CSAT score from US based Tier1 and Tier2-Tier5 telecom network operator customers with total care revenue… Show more - Effectively led, directed & managed team of Technical Support (TS) professionals, interviewed & hired professionals, mentored & coached team, and facilitated team collaboration to consistently deliver superior quality remote care technical support progressively for Nokia 3G/4G/5G Wireless solutions well within customer contracted SLAs that consistently delighted customers and earned high CSAT score from US based Tier1 and Tier2-Tier5 telecom network operator customers with total care revenue of ~$200M.- Built and maintained workload forecast & headcount needs models, performed data analytics, developed accurate annual workload forecasts, organized/facilitated meetings & obtained alignment with different TS business stakeholders to help manage TS delivery operation.- Developed plan, negotiated & secured staff, helped define training curriculum for & organized product troubleshooting training, authored & documented delivery processes/procedures/best practices, and managed flawless TS delivery to swap legacy Base Station Base Band Unit (BBU) with next generation BBU in live networks of the US Tier1 CSP customers. Total of ~70K BBUs were swapped in ~15 months’ time with excellent quality.- Championed classification model to help identify detailed failure cause trends & pain points at the software and hardware component level to help proactively improve product quality. The model was adopted, extended, institutionalized and rolled out worldwide for all Nokia products.- Led efforts to plan and successfully transition 4G LTE Radio Tier2 TS delivery from US to India and from China to India. Despite of very aggressive schedule, the project was completed without any hiccups and with no impact to current TS delivery or CSAT. Effort resulted in ~$7M/years of operational cost saving. Show less

- Effectively and efficiently fielded customer calls 24x7 per contracted SLAs for critical service outages for 3G Wireless Data (EV-DO) service.- Proficiently managed outage recovery progress communication to the customer on the outage conference bridge.- Provided technical leadership and coordinated extensive and exhaustive end-to-end product and/or network troubleshooting efforts with customer, various levels of internal product support teams, as well as third party vendor product… Show more - Effectively and efficiently fielded customer calls 24x7 per contracted SLAs for critical service outages for 3G Wireless Data (EV-DO) service.- Proficiently managed outage recovery progress communication to the customer on the outage conference bridge.- Provided technical leadership and coordinated extensive and exhaustive end-to-end product and/or network troubleshooting efforts with customer, various levels of internal product support teams, as well as third party vendor product support teams in complex multi-product/multi-vendor IP network.- For all incidents, recovered system from critical outages and completely restored service well within customer contracted SLAs every time and to the complete satisfaction of the customer.- Exhaustively and thoroughly investigated field site logs and data engaging cross functional teams as needed for Root Cause Analysis (RCA) investigation for outages where Alcatel-Lucent’s EV-DO RNC product was determined to be at fault.- Effectively managed formal customer communication for RCA investigations and delivered formal RCAs well within customer contracted SLAs for every outage that was determined to be triggered by Alcatel-Lucent’s EV-DO product.- Proactively developed scripts, tools, and techniques for efficient troubleshooting during critical service outages to minimize service downtime and accelerate service restoral as well as to exhaustively analyse complex logs for proficient post-outage RCA investigation. Show less

- As a Technical & Project Leader for feature development + Performed detailed feature development planning + Closely project managed, monitored, coordinated the feature development efforts + Reviewed & analyzed architecture and requirements + Designed, developed, tested, integrated & delivered excellent quality highly available, extremely reliable, very secure, extremely fault tolerant, very robust, scalable, extensible, distributed client/server technology based… Show more - As a Technical & Project Leader for feature development + Performed detailed feature development planning + Closely project managed, monitored, coordinated the feature development efforts + Reviewed & analyzed architecture and requirements + Designed, developed, tested, integrated & delivered excellent quality highly available, extremely reliable, very secure, extremely fault tolerant, very robust, scalable, extensible, distributed client/server technology based complex control & user plane real-time processing as well as OA&M software for wireless voice and data networking products using C, C++ & Java + Partnered with highly diverse & cross-functional teams to resolve issues with the new HW/SW platform + Successfully delivered features with excellent quality, on schedule and within budget - As a Development Release Support Leader + Performed extensive data mining to analyze the scope & complexity of the support effort and forecast support staff needs + Negotiated & secured appropriate size support staff for efficient & effective field support + Successfully project managed and provided technical leadership for controlled introduction and filed validation of new software releases/functionalities in switches of wireless service providers carrying live traffic + Coordinated, facilitated, and provided 24x7 field support for validation of new software releases/functionalities to ensure normal operation of the service provider’s network & no degradation of any end user services + Setup and managed rotation for daily monitoring and performance analysis of multiple field sites during the field validation interval + Coordinated & facilitated efforts to design, develop, and deliver fixes for the field issues + Collaborated & partnered with the formal test organizations to test the fixes in labs under call load before delivering them to the field Show less