Highlights:13+ years of experience in telecom service industry with expertise in technical support and customer account management. Onsite experience with various telecom operators all over the world which includes BT UK, DST Brunei, BTC Botswana, DigicelFiji etc. An unwavering commitment to customer service, with ability to build productive relationships, resolve complex issues and win customer loyalty. Proficient at managing customer expectations, motivating project teams and escalating project and customer concerns to management to have timely deliveries. Proactive in response resolution with an excellent problem solving skills. Efficient in planning and executing roadmap for production issues to ensure timely service restoration. In person exposure to technical, business and cultural background of customers from different territories like Botswana, Fiji, UK, Brunei, Canada etc.

Skills:Account Management, Technical support, Oracle, UNIX, Customer Releationship

Goal:To acquire a fulltime position by using my technical skills, leadership experience in IT industry and recently awarded project management certificate by UCLA California. I look forward to enhance my management skills by accepting more challenging work and exploring wide industry domains to make myself an efficient, remarkable manager irrespective of line of business.

Certification:Project Management

Honor:Pat on the back award 4th University Topper during bachelor of engineering.

Senior Technical Support Engineer 01/2016 - current
mGage, Los Angeles, California United States
Industry: Telecommunication
mGage is an international a mobile messaging marketing organization having its own solution for SMS routing, campaign management etc so that its clients can connect with subscribers effectively.
In-depth knowledge of SMS gateways and character encodings over http and smpp pdu. Expert in following ITIL principles with major in Incident management, change management and problem management. Resolved complex issues by having fruitful discussions vertically and laterally across the organization. Training sessions for subordinates and client facing roles.--
System Architect 11/2014 - 01/2016
Solugenix, Irvine, California United States
Worked with Capitalone as a client to support and lead product related operations in security and market shares
Coordinate the smooth execution of Business Critical Intraday and Nightly Batch Cycle. Monitor AutoSys jobs, trade orders and broker connections, troubleshoot application issues and create reports on an adhoc basis for different applications. Leading major incident calls, change and problem management for production incidents,ensuring effective and timely resolution and writing post problem reviews and documenting articles for knowledge management. Experience and understanding of working with multiple regional and global IT teams. 24/7 oncall support.--
Support Account Manager 06/2012 - 09/2013
Redknee Inc., Mississauga, Ontario Canada
Industry: Software products
Worked as a Support account manager for top 2 customers of Redknee in North America's regions. Responsibilities include- Escalation management, Monthly/weekly review calls, planing roadmap for product upgrades, incident management, change management, config management, coordination with internal stakeholders like dev, ops, testing,design,sales etc for customer requirements.
Single point of contact for technical management and customer satisfaction issues. Weekly review meetings, executive calls and meetings with customer and internal stakeholders. Prioritization and delegation of operational issues for onsite resources on daily basis. Strict adherence to SLAs.MR planning, scheduling and execution with customer and internal stakeholders. Service contract enhancements and renewals. Participation in cross-functional projects to improve operational performance. Develop and Implement strategic plans,initiatives, and directions and execute those with the approvals from Senior Management. Constructive response to customer escalations. Develop and maintain departmental relationships (Operations, Sales, Product Line Management and R&D) to achieve functionalgoals of customer accounts.--
Senior Technical Support Analyst 11/2009 - 06/2012
Redknee Inc., Pune, Maharashtra India
Industry: Telecom IT pproducts
24/7 support, incident management, implementation consultant, onsite experience with fiji, botswana, brunei customers, technical troubleshooting, product audits, product upgrades, Maintenence window support, SLA adherence etc.
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Support Engineer 06/2005 - 11/2009
TechMahindra, Pune, Maharashtra India
Industry: Telecom service industry
Technical Support, reprocessing of data, application monitoring, automation of tasks, unix shell scripting, oracle sql, installation of products and patches, MOP preparation, 24/7 support, exposure to change management, onsite experience with british telecom UK
Technical support for BT global applications like BT Belgium, BT Netherlands, BT Intelliplus, Active Charge for postpaid/prepaid business ofBT in these countries. Change Management activities- Raisingchange requests, scheduling, approvals and successful execution of changes on production environment. ORT and Dry runs on test environment for production releases. Configuration of traps for proactive monitoring. Developing and scheduling monitoring scripts to ensure system functionality. Single point contact for document repository,query register, known issue log, monitoring checklist, release register. Followed Agile principles. Manual testing -creating test plans, test cases execution and test report creation.--

Amravati University 09/2001 - 05/2005
Pusad, Maharashtra, India
Degree: Bachelor's Degree
Major:computer science
Assembly language programmaing, data structures, computer networks, C, C++, Java, VC++, Oracle, computer graphics

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