• A keen contributor to the growth of IBM project and provide extensive support to
Operations Managers and IBM support team by front ending GCSC in the day 2
operation support by interfacing with SM/LCM team.
• Maintain good grip on the tools and automation which is helping the day 2 operation
for technical teams.
• Focal for RMAs to ensure unreturned faulty parts (IBM) been returned to cisco. This
involves high dollar value assets and was a key player to ensure the faulty parts are
returned on time.
• Continuously monitor on NCR engagements and provides feedback on weekly basis
to operations managers for further review.
• Drive highly impacted outages towards resolution.
• Identify chronic outages for customer and drive towards resolution.
• Focal point for technical team innovation ideas to drive new ideas by collecting and
consolidate ideas from team members and assist in setting up the roadmap and to
execute the ideas.
• Leaded team realignment on support scope internally within T1.5 and T2. This
involved multiple tool tuning.
• Identify Chronic outages and follow-up till closure.

• Monitoring and Troubleshooting customer global network devices and servers using HP Openview.
• Co-ordination with International service providers like AT&T, Verizon, BT etc.
• Prepare RCA reports, identify root cause and work towards problem management process.

• Monitoring video-conferences through remote login and through the Management software portal.
• Configuration of Video conferencing machines and their cameras with the needed IP address and their Gatekeeper registration including the allocation through DHCP and DNS.
• Hands on experience with the POLYCOM, TANDBERG and AETHRA devices.