• As a part of the Major Incident Management team, overseeing the resolution of critical issues impacting business operations and services.• Orchestrated the response to major incidents, coordinating efforts across technical teams, stakeholders, and management to ensure swift resolution and minimal disruption.• Implemented effective prioritization and triage processes to quickly assess and categorize incidents based on severity, impact, and urgency.• Conducted thorough root cause… Show more • As a part of the Major Incident Management team, overseeing the resolution of critical issues impacting business operations and services.• Orchestrated the response to major incidents, coordinating efforts across technical teams, stakeholders, and management to ensure swift resolution and minimal disruption.• Implemented effective prioritization and triage processes to quickly assess and categorize incidents based on severity, impact, and urgency.• Conducted thorough root cause analysis investigations following major incidents, identifying underlying issues and implementing corrective actions to prevent recurrence.• Managed communication channels during major incidents, providing timely updates to stakeholders, executives, and customers to maintain transparency and manage expectations.• Continuously reviewed and refined major incident management processes and procedures to enhance efficiency, effectiveness, and responsiveness.• Maintained comprehensive incident documentation, including incident reports, post-incident reviews, and lessons learned, to support continuous improvement and knowledge sharing.• Provided guidance, coaching, and training to the Major Incident Management team, ensuring readiness to handle critical incidents effectively.• Collaborated with external vendors and partners during major incidents, leveraging their expertise and resources to expedite resolution efforts.• Fostered strong relationships with internal and external stakeholders, including business units, IT teams, and third-party vendors, to facilitate effective collaboration and incident response. Show less

● Led the VoIP Engineers team, contributing to the implementation and maintenance of VoIP systems. Also, providing training and guidance to enhance team performance and productivity.● Demonstrated hands-on proficiency in VoIP technologies, including extensive experience with CISCO network gear for managing WAN infrastructure.● Orchestrated the configuration of intelligent networking devices during the staging phase, ensuring seamless integration into operational environments.●… Show more ● Led the VoIP Engineers team, contributing to the implementation and maintenance of VoIP systems. Also, providing training and guidance to enhance team performance and productivity.● Demonstrated hands-on proficiency in VoIP technologies, including extensive experience with CISCO network gear for managing WAN infrastructure.● Orchestrated the configuration of intelligent networking devices during the staging phase, ensuring seamless integration into operational environments.● Executed successful deployment strategies, aligning with customer specifications and requirements for optimal functionality in diverse environments.● Collaborated closely with cross-functional teams to troubleshoot and resolve any issues encountered during configuration, testing, and deployment phases.● Managed cloud PBX systems (Cisco Broadworks, Barracuda) and hosted telephony services, optimizing performance and reliability.● Provided technical support for VoIP phones, Broadsoft (PBX), Internet Secure Fax, SIP trunking, PRI solutions, and managed Active Directory, Domain Controllers, Office 365, and Exchange for Outlook.● Successfully resolved complex issues with intelligent networking devices in Network Infrastructure such as Session Border Controllers, Access Points, Analog Telephone Adapters, Cisco Catalyst Switches, and Firewalls.● Excelled in client-facing IT support environments, delivering impeccable customer service and providing technical guidance to non-technical stakeholders.● Collaborated closely with cross-functional teams to facilitate seamless project delivery, ensuring alignment with project objectives and timelines.● Provided supervision and oversight throughout the entire project lifecycle, from initial stages to final completion, ensuring adherence to quality standards and project requirements.● Fostered strong relationships with internal and external stakeholders, including business units, IT teams, and thirdparty vendors, to facilitate effective collaboration Show less

Started off career as an internee whose responsibility was to create dynamic websites using WordPress and REACT

Summer internee for web development using WordPress and PHP.

Summer internee for web developing in python/Django.