NAVEEN SHARMA
Service Manager
Bengaluru,India
Summary
Highly motivated Service Manager with 20 years of IT Industry experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
11
11
years of post-secondary education
6
6
Certifications
Work History
Service Manager
AT&T Communication Services India Pvt. Ltd.
Bengaluru, India
03.2017 - Current
- Supporting with the Account team in pre-sales to assist with service level & Customer proposal development
- Be an additional point of escalation when normal channels are not meeting targets and expectations
- Manage and coordinate with the team (internal staff and external vendors/contractors) and suppliers of network services as per agreed services levels
- Demonstrates ownership and accountability for all maintenance processes (including but not limited to Trouble Management and Resolution, Communication, Project Management, Corporate Strategies Support and Business Directions, Performance Reports and Data Analysis) on behalf of the customer
- Crosses organizational boundaries and overcomes traditional hierarchical structures by commanding and committing AT&T resources to respond to and resolve all maintenance issues
- The CRM has a direct impact on customer satisfaction, revenue generation/protection and promotes and protects AT&T brand identity
- Act as customer advocate and representative within AT&T to own billing, revenue, contracting, fault management, fault resolution, project management, provisioning, procurement, disputes and many more activities
- Create and develop relationships with senior executives within my customer base with a view to enhancing their relationship with AT&T Serves as the customer advocate.
- Met with customers to discuss service needs and offer available solutions.
- Implemented strategies to increase customer service satisfaction ratings.
- Maintained records of service transactions and customer feedback for future reference.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Operations Lead/ Duty Manager
AT&T Communication Services India Pvt. Ltd.
Bengaluru, India
05.2012 - 02.2017
- Manage the Network Operations and lead the Tier 2 Network Team
- Lead the critical and high severity Incidents and involve all required support teams to restore the service quickly for IBM and Shell customer
- Work as a Mentor for new employees to provide process training on ticket handling
- Manage the different work ques and ticket assignment and ensure that ticket pickup time reduce and improve MTTR
- Access the priority of the incident based on the impact of services and assign/ align the resources to investigate/ troubleshoot the issue
- Review the incident on quality guidelines and guide team members to improve the ticket quality by updating the tickets on timely and correctly
- Analysis of the incident to reduce the MTTR and improve customer satisfaction
- Responsibility includes to send status updates on running incident to GCSC leadership team
- Coordination with various vendor on the Incident support and raising appropriate level of escalation as per Operation Level agreement
- Working with Operation manager and planning for improve the KPI’s
- Manage the disaster recovery situations and working for BCP planning and execution as required.
- Recommended actionable changes, lead provisioning, and draft plans to maintain operational status.
- Planned operations and activities, and led projects.
- Oversaw problem resolution to address barriers to operational efficiency.
- Motivated and trained employees to maximize team productivity.
- Tracked company equipment, tools and technology to manage inventory.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Network Engineer/ Team Lead
IBM India Pvt. Ltd(Info Services Pvt. Ltd)
Gurgaon, India
09.2006 - 04.2012
- Responsible for handling Incident and change management for entire India region for IBM
- Technical and Architecture support of Network services for 5000+ users of IBM locations across NCR
- Configuring the Cisco network devices adhering to Standards and Security policies (HC, EOS) for services like TACACS, SNMP, NTP, Policy map, Static route etc
- Trouble shooting and Implementation of routing protocol BGP, OSPF
- Maintaining the inventory of all Network devices and updating the IBM databases like Artifacts, CEP, and APAR etc
- Responsible for configuration of all the N/W devices for all India IBM locations
- Annual health check and IOS Upgradation of network devices Monitoring the LAN and WAN and coordinate with external Vendors
- Upgrading the CISCO IOS and other Configuration with the use of Voyence tool
- Implementation of all IBM Sites Delhi NCR regions including LAN/WAN
- Preparation of impact statement of any schedule maintenance and change and coordinating with customer for downtime approval.
- Managed, tracked, and coordinated problem resolution and escalation processes.
- Troubleshot complex multi-vendor network service provider issues.
- Performed troubleshooting for Juniper, Cisco, and packet analysis.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Provided detailed network diagrams and procedural guidelines.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Collaborated with vendors to identify best options for optimizing network performance.
- Recommended options for disaster recovery and remote access security.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Customer Support Engineer
CMS Computer Ltd
Delhi, India
12.2003 - 08.2006
- Used remote diagnostic tools to identify sources of certain customer issues.
- Explained complex technology-related issues in understandable terms to customers.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
Post Graduate Diploma in Information Technology - Information Technology
01.2010 - 01.2014
Post Graduate Diploma in IT emphasises on utilising information technologies for productivity and competitiveness, prepares you to succeed in your IT management career. The program's unique focus on the management of technology effectively prepares students for successful careers in the dynamic and fast-paced information technology marketplace.
Percentage 70%
Bachelor of Science in Information Technology - Information Technology
01.2006 - 01.2010
Percentage: 69%
Polytechnic Diploma in Electronics & Communication Engineering - Electronics And Communications Engineering
08.1996 - 01.2000
Percentage: 57%
Matriculation - undefined
Percentage: 64.66%
Skills
Customer service management
Project Management
Service-Level Agreements (SLA)Account ManagementBilling Dispute ManagementAfter-sales support
Documentation and reporting
Change Managment
Contract Management
Business Development
Problem and Incident Managment
Certification
Project Management Professional (PMP)
Accomplishments
- Achieve Best Engineer award in 2004 from CMS Computer Ltd.
- Achieve the Award of Excellence in 2010 for Excellent Performance for Network Support from AT&T.
- Achieve the Support of Excellence Award in July 2011 from AT&T.
- Achieve Top Performer award in 2013 from AT&T.
- Achieve AT&T Connection award for best performance in 2022.
Assignments
- AT&T Communications Services India Pvt. Ltd., March 2017 - Present, Service Manager, Handling IBM & Kyndrly commercial customers at Europe, India and Middle East and Africa region., Service Operation Executive for multiple customer account and handling sales and service management tasks., Primary focus and responsible to perform Customer Stewardship & Customer advocacy to get the end-to-end Customer experience and satisfaction., Customer advocate within AT&T during critical outages, to speed up the recovery process., Supporting with the Account team in pre-sales to assist with service level & Customer proposal development., Be an additional point of escalation when normal channels are not meeting targets and expectations., Manage and coordinate with the team (internal staff and external vendors/contractors) and suppliers of network services as per agreed services levels., Handle 50+ MPLS Circuit migration for IBM/Kyndryl commercial customers as Project manager., Responsible for reviewing the compliance activities for customer accounts., Serves as the customer advocate within the maintenance process.
- AT&T Communications Services India Pvt. Ltd., May 2012 - Feb 2017, Operations Lead/ Duty Manager, Manage the Network Operations and lead the Tier 2 Network Team., Lead the critical and high severity Incidents and involve all required support teams to restore the service quickly for IBM and Shell customer., Work as a Mentor for new employees to provide process training on ticket handling., Manage the different work ques and ticket assignment and ensure that ticket pickup time reduce and improve MTTR., Access the priority of the incident based on the impact of services and assign/ align the resources to investigate/ troubleshoot the issue., Review the incident on quality guidelines and guide team members to improve the ticket quality by updating the tickets on timely and correctly., Analysis of the incident to reduce the MTTR and improve customer satisfaction., Responsibility includes to send status updates on running incident to GCSC leadership team., Coordination with various vendor on the Incident support and raising appropriate level of escalation as per Operation Level agreement., Working with Operation manager and planning for improve the KPI’s., Manage the disaster recovery situations and working for BCP planning and execution as required.
- IBM India Pvt. Ltd, Sep 2006 - April 2012, Network Engineer/ Team Lead, Responsible for handling Incident and change management for entire India region for IBM., Technical and Architecture support of Network services for 5000+ users of IBM locations across NCR., Configuring the Cisco network devices adhering to Standards and Security policies (HC, EOS) for services like TACACS, SNMP, NTP, Policy map, Static route etc., Trouble shooting and Implementation of routing protocol BGP, OSPF., Maintaining the inventory of all Network devices and updating the IBM databases like Artifacts, CEP, and APAR etc., Responsible for configuration of all the N/W devices for all India IBM locations., Annual health check and IOS Upgradation of network devices, Monitoring the LAN and WAN and coordinate with external Vendors., Upgrading the CISCO IOS and other Configuration with the use of Voyence tool., Implementation of all IBM Sites Delhi NCR regions including LAN/WAN., Preparation of impact statement of any schedule maintenance and change and coordinating with customer for downtime approval.
Key Projects Handled
- Wireless LAN setup for the IBM Gurgaon site.
- Wireless LAN setup for the IBM Noida site.
- LAN/WAN setup for the new IBM facilities at NCR.
- Summary: IBM Daksh started operations June 2009 out of a new single floor activity at Unitech Cyber Park, Gurgaon for nearly 600 users. This project involves the setup of the LAN / WAN for this facility. The Network was designed and implemented as per IBM’s Network Design Deployment (NDD).
Personal Information
- Father's Name: Lt. Sh. R.C. Sharma
- Date of Birth: 01/05/81
- Marital Status: Married
Timeline
Service Manager - AT&T Communication Services India Pvt. Ltd.
03.2017 - Current
Operations Lead/ Duty Manager - AT&T Communication Services India Pvt. Ltd.
05.2012 - 02.2017
Symbiosis University Pune - Post Graduate Diploma in Information Technology, Information Technology
01.2010 - 01.2014
Network Engineer/ Team Lead - IBM India Pvt. Ltd(Info Services Pvt. Ltd)
09.2006 - 04.2012
Punjab Technical University Jalandhar - Bachelor of Science in Information Technology, Information Technology
01.2006 - 01.2010
Customer Support Engineer - CMS Computer Ltd
12.2003 - 08.2006
State Board of Technical Education Chandigarh Haryana - Polytechnic Diploma in Electronics & Communication Engineering, Electronics And Communications Engineering
08.1996 - 01.2000
Board of School Education Bhiwani - Matriculation,