PROFESSSIONAL EXPERIENCE
Service Performance Analyst at Inmarsat, London September 2018 - January 2019
- Primarily handling GX (global express), a high bandwidth satellite which facilitates connectivity to remote locations
- Configured several Splunk dashboards to monitor important metrics and network parameters (e.g bandwidth, failed calls, jitter %) in for GX, an underperforming service
- Presented findings in daily, weekly, and monthly management reports for Inmarsat’s CFO and other key stakeholders
- Oversaw problem management process for GX and BGAN from understanding the problems raised, ticketing to the Network Operating Center and denoting the resolution
Career break August 2015 - August 2018, February 2019 - till date
- During this time, I took a career break for personal reasons
- Started a small commercial venture, pitched in local business group.Retained in book keeping, creative floral designs, created website on wordpress
- Polished analtylical skills by actively training in data analysis, volunteering and updated to ITIL V4 certification
- I am a passonate individual that takes pride in being self-reliant and working with technology since earlier in my career. I actively seek to be work in latest technological areas in a forward thinking organization.
Lead Consultant, Complex solution delivery group, Verizon Global Business, Reading July 2013 – July 2015
Monitoring and reporting contractual service levels for large EMEA clients (incl. Tesco, Zurich and National Grid)
- Reframed complex service contracts and developed process and service reports: I created an automated service performance report system for complex service agreements. They improved transparency for stakeholders and eventually resulted in a ~£2 million increase from new business
- Pioneered the rollout of a change enablement self-service portal: I collaborated with IT to mitigate the consequences delays in the self-service change enablement portal by devising an interim solution. Increased customer engagement as a result
- Automated network performance reporting: I identified and implemented an automated method to capture and process network performance data from 3rd party portal. Within one reporting cycle, I developed an ETL solution to transform inconsistent data into reports. Time spend on reporting reduced from two weeks to 30 minutes per month. In 3 months, the solution was standardized & automated
- Tools used: SQL, Advanced Excel, Tableau, ServiceNow, NetHealth, Remedy, SharePoint. Advanced Excel, VBA and Concord (CA Technology)
Several roles, TATA Communications 1995 – 2012
Technical Service Manager, Service Management, London 2011– 2012
- Delivered business transformation programs and service delivery to key enterprise clients (incl. BNP Paribas, TalkTalk and Infosys)
- Highlights: engaged with internal stakeholders, suppliers, and relationship managers to develop and launch process improvement plans; improved the regional MIS reports by introducing metrics to measure performance and reporting; developed bespoke support for large enterprise customers and created a knowledge management repository
- Tools used: MS Office Suite including Excel (Macros), Access, BMC Patrol, Remedy, NetHealth, Nagios and bespoke OTS/ BSS tools, SharePoint
- Developed service management documentation formats like SLA Matrix, escalation matrix
Client Services Manager, Service Management, London 2008 – 2011
- New regional function to proactively engage, support client service life cycle. During this time, I was a subject matter expert in Data Center Service Management
Project Manager, Pre- and Post-Sales Support, London 2006 – 2008
- New regional project manager role was created to largely enhance customers experience. Rolled out a wide range of services including IPLCs, MPLS, Fiber, Voice, TP, Security and Colocation/ Data Center services
Senior Executive Officer, Service Delivery, Bangalore 2000 – 2006
- Single point of contact for carriers, providers, internal and sales to manage service delivery. Managed a team of 4 customer service executives
Engineer, Network Operations Center, Global Voice and Data Transmission, Mumbai 1995 - 2000
- Technical role including fixing and installing new networks for both customers and the backbone network
EDUCATION AND QUALIFICATIONS
Telecommunications Qualifications:
- CCNA (updated 2019): practiced information technology (IT) certification from Cisco Systems outlining fundamentals in networking and communications
- eToM (updated 2012): practiced eToM operating model framework for telecom service providers in the telecommunications industry
Coding and Data Analytics Qualifications:
- SQL Query Building, Learning Tree (2014): using Microsoft to query large datasets (incl. t-SQL)
- Introduction to Data Science, Microsoft (December 2019): achieved a final grade of 90% on course outlining statistical methods and introductory machine learning
- Experience with Html5, CSS3, JavaScript, and Python3
Business Qualifications:
- Business Analytics: From Data to Decisions, Imperial College Business School (March – August 2020): Overview of descriptive, predictive (incl. machine learning) and prescriptive (incl. linear programming) analytics to identify, analyse and solve critical business problems using Python3, AMPL and Solver
- ITIL Practitioner (V3 incl. SOA, V4 incl. CDS) (December 2019): Experienced with detailed practices for IT service management (ITSM) focused on aligning IT services with the needs of business e.g. operational activity and change management
- Prince 2 Practitioner (2009): Project management certification which emphasises dividing projects into manageable and controllable stages
Tools:
- Hands on Experiance with tools like: OTS, Remedy, ServiceNow, Nagios, SharePoint, MS office suite, Salesforce.com, Net health, BMC Patrol, Splunk, Tableau, Jira, Power BI
VOLUNTEER EXPERIENCE
Build on Belief (part-time) January – December 2019
- Organization aimed to help people addicted to substance abuse
- Advising the charity on developing database and develop year end reporting KPIs