 Sr. Manager – Support & Solutions providing support to Telecom and Telecom VAS Products Responsible for Onsite & Offshore Technical Support, Delivery Management, Knowledge Management, Customer and Stakeholder Management in the Telecom / Telecom VAS Industry.  Excellent experience in working closely with counterparts and Project Stack holders across – USA, India, UK, Nigeria, Tanzania, Hongkong, Brazil, Columbia, Kenya, Ghana, Senegal,Zambia. Currently providing daily supervision and direction to team members. Managing a 24*7 support team of 20 Tech. Support Executive and subject matter experts. Responsible for ensuring the delivery of the service and ensure that the technical solution and the Service Level Agreements meets contract specifications. Participate in weekly and monthly operational reviews and provide all service-level reports to the service control function / higher management. Preparing high quality monthly Problem, Change and Incident reports. Interact with clients/counter parts and manage the customer relationship to ensure a high level of satisfaction through Customer focal points. Evaluate analytically and systematically problems of work flows, organization, planning and develop appropriate corrective action. Assigns resource to various functional activities and instructs them where necessary, to enable them to perform their assigned duties. Coordinate the work of the service delivery groups to resolve any problems with delivery of services to the customer accounts, and work to develop services that enhance the value of the company to the customer accounts. Defined, documented and established SOPs, workflows for Operations, Customer services, finance & reconciliation and Agent management functions for multiple clients.

 Remote Technical Support assignment to Global Quest U.K., IpNess Belgium, Planet Comm. Bangkok, Total Comm. Malaysia, MTNL Delhi, IPhone Global Kenya, Teleport Curacao N.V. Netherlands Antilles, Liquid telecom UK Malawi.net Malawi, Castor Network Netherlands for Class 5 and Class 4 Switch including ISDN and ss7 E1 / PRI lines. On site assignment to Gisad Telekom Istanbul, Turkey for Knowledge Transfer / Onsite work / Revenue leakage / new service launch under Business VISA. Responsible for ensuring the delivery of the service and ensure that the technical solution and the Service Level Agreements meets contract specifications. Supporting management in handling customer escalations. Upholding consistent processes and case handling according to standard; maintain clear, accurate documentation for every supported incident. Oracle DB Migration from Oracle 9i on Solaris platform to Oracle 10g on RHEL 5 platform for Global Quest U.K. Sun Storage TEK 2500 implementation with Sun V210 server on fiber channel connectivity at Gisad Telekom Istanbul - Array management via CAM application. ISP related support to Malawai.net at Malawi. Migration of dialup from JISP to 24online server.  Developed the Virtualization Lab in IceNet using VM Ware ESX 3.5 on Intel based platform.

 Sr. Network engineer to US based company named Verso Technologies (Verso is a global technology provider of Next Generation Network solutions offering a core-to-edge product portfolio primarily for telecommunications service providers) providing intense solutions and troubleshooting. IceNet is the outsource technology partner to Verso Technologies. Installation, Configuration, Technical Support, trainings, Project Management and network design of voice over IP networks for Verso Corporation. Companies are MTNL (India),Al-Futtaim (Dubai),Comwave (USA + Canada),World Point Comm. (Lebanon), Splendor Telecom (Lebanon), Gisad Tele-communication (Turkey), InLife (Slovenia), Nz-Wireless (New Zealand), CWP (Panama), CWJ (Jamaica), Onet Systems (Canada), Global Quest (UK), Total Comm. (Malaysia), Dialog Telecom (SriLanka), Startech (Nigeria), Sahannet (Kenya), Grintek (Turkey), PKT Technologies (France), KPN(Holland), Transcomus (USA). Responsible for technical support, pre-sales demo, trials and responses to RFI/RFP/RFE for International clients. Have finished with clients like Nz Wireless (July 2007), Bharti Telsima (March 2008), and LThinkers (Jan. 2007) etc.  Skills in telephony protocols like SS7, ISDN are also involved to connect those equipments to existing PSTN networks with Verso Class 4 Soft Switch. Did the site setup for companies like World point communication (Bahrain, Sudan, Kuwait, London, Baghdad, Iraq), Splendor (Jordan), Circle net (Karachi).

 Manage IIS Web servers, DNS Servers, Database Servers and Mail Servers. Was also responsible for domain registration and web hosting tasks for new clients. Managed ~250 websites hosted on 5 web servers running MS-IIS. Provide 24x7 supports to the IT Infrastructure and Services for/of Corporate Enterprise clients. Deployed Centralized Trend Micro Enterprise Security Solutions for clients. Manage LAN and WAN infrastructure in the Data Centre. Configure and manage the backup of all the servers through Bakbone’s NetVault backup software using DLT drive. Plot graphs of the WAN links and bandwidth provided to various leased line customers along with proper authentication in MRTG. Centralized the user management and authentication by deploying Active Directory Domain on Windows Server 2000 in the intranet. This resolved various internal end user issues. Also implemented Centralized Antivirus Solution (Trend Offices can) for virus-free LAN.  Installation and Administration of Cyberoam Broadband Servers. Restriction of bandwidth according to the data transfers packages purchased by customers.  Monitor and troubleshoot the Cache Flow Server to reduce response time for end users and improve their web surfing experience. Provide L3/L4 support to technical support teams and corporate customer care teams. Educated and guided them in troubleshooting a heterogeneous infrastructure and network of more than 6000 concurrent broadband clients and over 50000 dialup clients.  Proactively prevent any potential outbreak by surveying the network traffic at packet level to identify and eliminate malware-infected systems generating malicious traffic. Used UNIX based utilities such as TCP Dump, sniffer-pro for this purpose. Developed complain logging portal for 24online service in ASP, HTML, Java Script and MS-SQL Server 2000. Developed complain logging portal for lease corporate service in ASP, HTML, Java Script and MS-Sql server 2000.

 My first job where in I learnt & performed functions related to systems assembling, installation, configuration, migration & upgrades. Administer, maintain and troubleshoot infrastructure consisting of Windows NT/2000 Servers, NT Workstations, LINUX Servers and peripherals such as dot matrix printers, Laser printers, scanners and modems. Centralized the User Management system by implementing Windows NT 4.0 Primary and Backup Domain controllers. Also integrated them with newly introduced Windows 2000 Server and Red Hat Linux Server. Coordinate with vendors for hardware issues. Recruitment of Lab Coordinators, scheduling their timings, allocate responsibilities, provide them training for installation of different Operating Systems and application used in the institution, troubleshoot network, hardware and software problems. Create and schedule jobs on SQL Server to take students’ database backups. Install and troubleshoot all necessary software & operating systems issues - Asset Management by maintaining inventory of the hardware and software. Debug the projects developed by the students on VB 6.0, C++ and MSSQL 7.0.