Nagraj P Gadekar Email and Phone Number

1. Reliance Communication Ltd.Manager (Customer Service and Technical Support - Team Lead)Product ManagementRole Summary, Key Responsibilities & Products Handled: My responsibilities spanned from defining Product roadmap, Product development, Launch strategy, post launch support through Lifecycle management- Analysis of market trends and competitive landscape to understand the opportunities and potential scope of development for the product- Conduct customer survey to understand the voice of customer and accommodate features/enhancements in the product- Translate business goals, customer requirements and feature concepts into product requirements and use cases- Lead the development team to make required changes on mobile app, website and IT infrastructure- Testing of the product before launch which included website, mobile apps and other supporting services- Collaborate with Marketing and Sales teams to define launch strategy and collaborate with Operations and Support teams for post launch strategy- Vendor management for hardware and software support- Work closely with Operations and Support teams for optimization of resources and manpower for cost cutting- Lead the Level 2 support team comprising of 6 team members who are responsible for technical support for customer issue and incident managementTechnically advanced hands-on Telecom & IT executive with over 12 years of success in Service Delivery & Assurance Support management roles – Network Operations, Enterprise, Retail & Wholesale Products. Refines and executes strategic business plans, assuring perfect alignment with service support for the business. Continually designs, develops and integrates efficient and effective service delivery and assurance support, ensures quality, productivity and team effectiveness.

• Leading Level 2 engineer’s team during shift time and maintain the enterprise complaints queue for internet (Data) and destination (Voice) issues.• Do head to head testing and turn-up the newly provision Circuits in work orders with Various Carriers/Vendors for wholesale or retail traffic, also HOT CUT, Circuit Migrations for network optimization and augment circuit - testing, turn-up.• Operation & Maintenance of VERAZ Soft Switch and its elements, Media Gateway, PT STPs, Routers, Switches and MUXs (Marconi & ECI) transmissions with proper use of Netcool NMS tool.• Handling all major Switching and translation issues – for all national and international destinations (A-Z terminations) based on LCR and interaction with Routing team for Cost/quality oriented carriers.• Quickly flash out the message for any major outage in network/Carrier interconnection with Criticality described in brief and precise way and troubleshoot that issue further to restoration.• Help Level 1 & 2 staff for operational work - contact for service interaction and carrier interaction.• Handling irate customer calls during different type of service failure or escalations.• Provided support to Primus Professional Services IP based voice/data network, which includes Voice over IP, T1/E1, ISDN trunk interconnections. Primus being ISP in various locations in USA worked on T1, DSL Circuits with Co-Provider to provide fault resolution (worked on Edgewater device to provide redundant Voice/Data services).• Handling escalated cases of the account based services for the customers/end users on Digitalk Switch/Broadsoft Switch to troubleshoot the issues raised at the customer care. • Tools – Remedy for trouble ticket handling, Citrix, Netcool, Soft Switches like Veraz, Digitalk & Broadsoft, Cisco Routers, Transmission (ECI T-DAX & T-MUX, Marconi SDH MUX/ Marconi MV36/38), Extreme switches, STP, CDR search engines TMS, Xperweb for circuit path, ONS

Promoted from NOC Engineer to Senior NOC Engineer

Promoted from L3 STS Dept to NOC

Worked as SIP Technical Support Engineer in STS Dept.• Troubleshoot the problems of various services offered for residential & business level with the help of various tools provided.• Updating all other Departments by keeping in a loop and coordinating with all.• Take Necessary Escalation steps when needed while solving the Trouble Tickets after the coordination.• Testing with the vendors for problems which comes in call termination.• Operating the Veraz Switch.

Technical Engineer in IMT (Infrastructure Management Team) & Network Engineer in NOC, Digital Hub India Pvt. Ltd.• Managed Vicidial Dialer for Entire Floor of 150 Seats. Maintain Campaigns, Leads, and Interacted with Accela (Teleblock) for various activities like online scrubbing of the Leads for DNC, Recharge of minutes taken.• Worked on Linux Platform in Asterisk Servers (PBX), Audio codes in relation to facilitate the various requirements for the Process to run, like Live Barging, Providing Recordings in FTP etc.• Used NACT STX & NTS (TDM) Switch, monitored In/Out Trunk groups, Partitions, Accounts of Customers Retail & Wholesale and Live calls.• Monitored SIP Logs of the calls through Asterisk Servers to find out the error if the calls are not maturing and monitoring the active calls of the routers, open trouble ticket from the vendor as per the error which I receive.• Interacted with Vendor for Call Termination in different Countries. Testing the route and updating the same to Department as well as to Vendor.• For Quality of Service on testing base I listen, judge transmissions by qualifiers, the rate of telephone communications quality and categorize such as excellent, good, fair, poor, or unsatisfactory.• Managing all backbone links and network devices like DELL, IBM Servers. Worked on IPCC, CCM, VGA, and Audiocodes by creating the Extensions, Configuring the Cisco IP phones and assigning the Gateways to the Audiocodes for the calls to get connected. • Maintaining the VLAN assigned to the Various Department and changes done as per the requirement.• Documented and stored the recording from the Telephonic Engines (Asterisk Server) through which the calls have been placed and provided the FTP access to the process team to avail the facility to listen recordings for their purpose.

NOC managed a wide range of services and provided tier-one network support for the Sachitel Group of Companies. In providing these services, the NOC offered oversight of problem, configuration and provides a structured environment that effectively coordinated operational activities with all customers and vendors related to the function of the network. • Monitored all backbone links and network devices• Ensured continuous operation of servers and services of the company. • Provided quality support for customers. • Opened tickets to track and document resolution of problems with our VENDORS as well as our customers on CRM.• Placed multiple test calls by Analyzing International Numbering Plan. Analyzed the SIP Logs, CDR, ASR, and ACD to find the usage in A-Z route of different vendors and replaced with the best route with LCR. Did the follow up with Vendors till resolution.• Operated the Porta-One Soft switch to maintain Route Changing, Tariffs, Rates Updates, LCR, ASR and ACD of the Vendors and the Clients connected to us around the world for the VoIP service.• Coordinated with International A-Z Carrier Termination Vendors to resolve the Voice Quality, echo on the Route, connectivity of the calls and the quality of service (QoS) where the issues arises are to optimize the available bandwidth, control jitter by interacting with ISP, monitor the trace route, ping & extended ping report to maintain minimum latency and visual trace route to find the fault in particular hops towards Server, Routers etc.• Worked on Cisco Routers (1700, 2600, 2500, 3600, 5300 and 5800) Cisco layer 2 & 3 Switches and work experience with understanding of VLAN’s.• Monitored Cisco (USA, UK) based Routers by TELNET to see call legs, active calls, CPU usage & to check T1/E1 usage as busy/idle. Have an idea the usage of translation-rule, dial-peer & controller in router.• Have an understanding of various Codecs (G.711, G.723, G.729 etc) used on VoIP Devices like Analog Telephone Adaptor