Nirav Patel Email & Phone Number

Maharashtra, India

* Spearheaded the integration of automated escalation systems in customer support, reducing response time by 40%. Boosted NPS by 25% through proactive initiatives such as customer success webinars and personalized operational reviews. Ensured 100% uptime across facilities through predictive maintenance and monitoring systems.* Led members of cross-functional team spanning engineering, support, and project management. Instituted monthly goal alignment workshops and mentorship programs, enhancing collaboration and achieving a 30% increase in project success rates while alignment with KPIs.* Implemented cutting-edge security protocols, including biometric access, enhanced surveillance, and regular penetration testing, resulting in a 25% year-on-year reduction in incidents. Maintained 100% compliance with global standards.* Designed and implemented tailored training programs focusing on emerging technologies and leadership development, driving a 20% increase in productivity. Established knowledge-sharing platforms, reducing on boarding time for new hires by 50%.* Successfully completed data migration project involving customer interconnection and direct cloud access ahead of schedule, ensuring 100% uptime and seamless service continuity through meticulous planning and stakeholder coordination.* Directed audits for ISO9001, ISO27001, ISO22301, SOC2 Type-2, and PCI-DSS certifications across multiple data centers. Ensured zero non-conformities by conducting rigorous pre-audit checks, continuous staff training, and maintaining robust documentation systems.* Resolved complex fiber and Ethernet routing challenges using tools such as OTDR analysis, Fiber Cable Analyzers, and BERT Testing, achieving 99.9% commit compliance through comprehensive documentation and processes.* Developed and managed budgets with precision, maintaining alignment within 1% of KPIs. Reallocated resources intelligently to enhance operational efficiency while adhering to strict cost controls.

Saudi Arabia

* Achieved an industry-leading 99.999% uptime by orchestrating troubleshooting and maintenance for over 100 Cisco devices. Executed more than 50 critical hardware and software upgrades seamlessly, ensuring uninterrupted services for customers.* Implemented ITIL v3 frameworks to revolutionize service delivery, boosting operational efficiency by 30%. Standardized processes across teams, driving consistency and reliability in incident and change management.* Collaborated with STC (Saudi Telecom Company) to expedite resolution of 95% of Provider Edge (PE) and media issues. Leveraged MPLS networks to enhance service quality, achieving superior connectivity and customer satisfaction.* Delivered comprehensive performance reports, bolstering transparency and empowering clients with actionable insights. Demonstrated network reliability through detailed metrics, earning a 98% customer satisfaction rate and reinforcing trust.* Drove incident and change management improvements, reducing resolution times by 40%. Adopted proactive measures, including root-cause analysis and automation tools, which minimized operational disruptions and maximized service uptime.* Led cross-functional teams, aligning technical, operational, and client-facing stakeholders, to successfully complete a critical data migration project ahead of schedule. This collaboration resulted in 100% service continuity and enhanced customer satisfaction.

Saudi Arabia

* Spearheaded the management of the IP MPLS network for Saudi Arabia STC Data NOC, delivering 99.9% network availability. Provided L2/L3 support, swiftly resolving technical issues and ensuring seamless service continuity.* Directed the successful upgrades of core backbone and Provider Edge routers, boosting network efficiency by 30% and cutting downtime by 20%. Employed advanced routing protocols and cutting-edge technologies to ensure high performance and minimal disruptions.* Revamped the Change Management process by implementing automation tools and best practices, minimizing incidents and enhancing service quality by 15%. This led to smoother transitions, higher system stability, and improved customer satisfaction.* Enhanced issue resolution speed by 25% by utilizing Cisco CIC and Remedy ticketing systems. Applied the ITILv3 process model to standardize workflows, improving compliance and reducing service interruptions.* Revitalized incident management protocols, reducing MTTR (Mean Time to Repair) by 30%. Developed rapid response procedures and led cross-team collaboration to minimize service downtime and improve network resilience.* Enhanced client communication through regular service review meetings, ensuring transparency and alignment with customer expectations. This approach boosted client satisfaction by 20%, strengthening relationships and trust in service delivery.

Ahmedabad Area, India

* Led L2/L3 support operations across Gujarat, managing the IP MPLS network, Metro-E, and Wimax POPs. Ensured consistent SLA compliance and network uptime, improving overall service delivery and customer satisfaction.* Resolved complex network issues by diagnosing and troubleshooting high-capacity Cisco routers (12410, 7609, 7606, Catalyst 6513, 3750, 2950), fortifying network connectivity and optimizing routing across critical POPs.* Orchestrated hardware and software upgrades of core backbone and Provider Edge routers, enhancing network efficiency by 20% and reducing downtime significantly. Ensured smooth transitions with minimal service disruption.* Transformed the Change Management process by introducing automation tools, mitigating risks and boosting operational agility. Achieved a 15% improvement in service reliability, minimizing operational disruptions.* Mentored and coached L1 engineers, improving team performance by 15%. Facilitated proactive monitoring, escalation management, and operational best practices within the NOC, contributing to faster issue resolution and smoother operations.* Implemented automation tools for network monitoring and incident detection, reducing manual intervention by 30% and accelerating response times. This initiative significantly improved operational efficiency and boosted overall system reliability.

Vapi

* Configured and optimized Cisco and D-Link routers along with wireless solutions (Radwin, Airspan, Point Red) for Leased Lines and Wireless networks, ensuring reliable customer connectivity and seamless service delivery.* Commissioned and maintained new circuits for Leased Lines and Wireless networks, boosting network efficiency and performance while ensuring consistent availability and minimal disruptions.* Supervised and managed network equipment and topology for clients in Vapi, Gujarat, overseeing installation, maintenance, and troubleshooting to ensure minimal downtime and optimal operational performance.* Diagnosed and troubleshot network issues in real-time, resolving performance bottlenecks and maximizing throughput, ensuring smooth and uninterrupted services for high-priority customers.* Partnered with cross-functional teams to deploy new network infrastructure, expanding service coverage in underserved areas. Streamlined the deployment of Leased Line and Wireless networks, delivering scalable solutions that improved customer satisfaction and increased service availability.

Vapi

* Monitored and troubleshot customer networks using What’s Up Gold, addressing issues related to Leased Lines and Wireless systems (Radwin, Airspan, Point Red), ensuring prompt issue resolution and optimal connectivity.* Provided hands-on troubleshooting for Cisco, 3Com, and D-Link routers and switches, rapidly resolving customer and core network issues, ensuring continuous operation and service reliability.* Managed asset movements and oversaw POP site operations, ensuring operational efficiency and minimizing downtime for leased lines and wireless networks, ensuring consistent service delivery.* Proactively monitored network performance, using advanced tools and diagnostic techniques to identify and resolve potential issues before they impacted customers, ensuring uninterrupted service and high customer satisfaction.* Conducted regular maintenance and upgraded network hardware, including routers and switches, to optimize performance and reduce potential failures. This proactive approach minimized downtime and ensured maximum uptime for leased lines and wireless systems.