Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Roshan Warrier

Roshan Warrier

Acton,USA

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Escalation Manager

Microsoft Inc
11.2020 - Current
  • Proactively managed a portfolio of Service provider customers, ensuring successful onboarding, adoption, and ongoing satisfaction with products/services
  • Developed and nurtured strong relationships with key stakeholders, serving as the primary point of contact for customer inquiries and needs
  • Collaborated cross-functionally with sales, product, and support teams to address customer challenges and drive value realization
  • Analyzed customer data and feedback to identify opportunities for improvement and implement strategies to enhance customer success
  • Lead customer training sessions, workshops, and Q&A sessions to educate customers on product features and best practices
  • Effectively managed customer escalations, resolving issues promptly and ensuring a positive resolution for all parties involved
  • Driving customer advocacy and referrals through exceptional service delivery and fostering a culture of partnership and trust
  • Tracked and reported on key metrics such as customer satisfaction, retention rates, and product usage to measure and improve customer success initiatives.
  • Managed and motivated employees to be productive and engaged in work.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Accomplished multiple tasks within established timeframes.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.

Senior Support Engineer – (Team & Technical Lead)

Affirmed Networks [A Microsoft Company]
05.2018 - 10.2020
  • Lead the Americas Azure for Operators services team focusing on pre and post sales (TAC) support for deployments, POCs on Next-generation Virtualized Product line (MME, SGW, PGW, ePDG, vSSF(Service Slicing Function), GiLAN, CGSN(IOT), Private LTE, Unity Cloud (5G- AMF/SMF/UPF/NSSF), IMS for multiple Customers that have virtualized network over multiple infrastructures (Redhat Openstack, VMware, KVM, Kubernetes, Azure)
  • Role involves elements of Design, Configuration, Implementation and troubleshooting of these complex end to end network solutions over multiple packet core technologies (2G, 3G, 4G, 4G CUPs, IMS, 5G) multiple infrastructures (Redhat Openstack, VMware, KVM, Azure).
  • Devised custom solutions tailored to specific client needs, ensuring successful integration with existing systems while minimizing disruptions in operations.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Established team priorities, maintained schedules and monitored performance.

Senior Support Engineer - (Team Lead)

Cisco Systems Inc
10.2011 - 05.2018
  • Responsible for providing Tier One and Tier Two technical support including troubleshooting wireless data carrier networks to quickly resolve downtime and outages
  • The technical issues all include troubleshooting problems with wireless technologies including UMTS and CDMA as well as wireless protocols 3GPP and 3GPP2 standards
  • Was part of a team that authored the first Cisco Virtualized Platform (Ultra-M) Troubleshooting Guide.
  • Contributed to business development initiatives by identifying opportunities for upselling or cross-selling products based on clients'' needs.
  • Conducted remote diagnostics and provided timely resolutions to client''s technical issues.

Network Engineer

Quadgen Wireless Solutions Inc
02.2011 - 10.2011
  • AT&T UMTS 3G backhaul Circuit provisioning and commissioning (service delivery) function
  • Performing network performance audits and ran CLI scripts
  • Work involves usage of Alcatel Lucent 7670 and Tell Labs 8860 MSNs along with Citrix tools
  • R2A Migrations-T1 Expansion R2B Migrations-ATM to Ethernet migration on Node B side R4B Migrations-Overall ATM to Ethernet Migration This work also involves creating Work Orders, Tell Labs & ALU Scripts and 1671 and 5500 DACS scripts
  • UMTS Drive Test Data Analysis and Report Generation on Actix Post Processing Tool and UMTS Optimization Recommendation
  • Working on Agilent Drive Test tool, Actix Post processing tool and MapInfo along with some exposure with TEMS Drive test tool.

Senior Engineer

Tata Teleservices Limited
06.2007 - 07.2009
  • Worked on major projects like Network Improvement, Equipment Migration and also Pre and Post Network Performance Monitoring
  • Participated in Vendor Evaluation for Rural CDMA deployment, Nationwide GSM Deployment, Nationwide GSM 3G Deployment both for Equipment and Managed Services
  • Participated in Training and performed Pre and Post Deployment Testing and Optimization and Analysis for Location Based Services in India with Qualcomm Worked with the Packet Core Team on Troubleshooting projects as the interface between RF team and Packet Core team
  • Have worked in Telecom Lab in TTSL doing Inter-operability Tests, Equipment Configuration Testing and Acceptance Test Procedure for various Vendor.

Education

Master of Science - Telecom Engineering Technology

Rochester Institute of Technology
Rochester, USA
08.2011

Skills

  • 3GPP
  • AMF , SMF, UPF , NSSF,GGSN ,SGSN, MME , SGW, PGW ,WEM ,OCS
  • PCRF nodes that includes supporting UMTS LTE ,IMS , 5G technologies and Private LTE
  • Telco Infrastructure OS(Redhat Openstack, VMware, Kubernetes,Azure) and Hardware vendors (HPE,Cisco UCS)
  • Wireless Technologies (GPRS, EGPRS, UMTS, WCDMA, LTE, 5G,IMS )
  • Wireless Cellular and Personal Communications, Wireless Networks (LAN,WAN, MAN, 80211)
  • Telecommunications Networking
  • Internet Protocols (TCP/IP, DHCP, DNS), (Networking, Routing(BFD,OSPF,BGP),TCP/IP Analysis,GTP,Diameter,Radius
  • Strategic Planning
  • Client Relations
  • Customer Account Management
  • Customer Needs Assessment
  • Performance Management
  • Business Administration
  • Workforce Management
  • Policy Implementation

Certification

  • Microsoft Core Leadership Certificate(eCornell)
  • CKA – Certified Kubernetes Administrator
  • Cisco Certified Networking Associate (CCNA)
  • Cisco Mobility Expert Certificate
  • Azure Fundamentals (AZ-900)
  • Cisco Mobility Specialization Certificate
  • Redhat Openstack Administrator

Timeline

Customer Escalation Manager

Microsoft Inc
11.2020 - Current

Senior Support Engineer – (Team & Technical Lead)

Affirmed Networks [A Microsoft Company]
05.2018 - 10.2020

Senior Support Engineer - (Team Lead)

Cisco Systems Inc
10.2011 - 05.2018

Network Engineer

Quadgen Wireless Solutions Inc
02.2011 - 10.2011

Senior Engineer

Tata Teleservices Limited
06.2007 - 07.2009

Master of Science - Telecom Engineering Technology

Rochester Institute of Technology

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Roshan Warrier