- Reply rate:
- -
- Availability:
- Hourly ($/hour)
- Location:
- Indore, Madhya Pradesh, India
- Experience:
- 14 years
Piyush Sharma
Lead Voice – Telecom & Dialer Technology
7+ ~ Years of Experience
Profile
15+ years (April 2003 – Dec-)
) of overall work experience, in IT Technology,
Customer Service, BPO sectors. Hands
Hands-on experience in Non–Voice technical (desk
to desk and remote support)
Strengths
Excellent technical troubleshooting and problem analysis skills.
skills.
Recognized for good work ethics and integrity.
integrity.
Good statistical background.
background.
Solid project management skills with effective combination of assuming
multiple responsibilities innovation to consistently meet objectives.
objectives.
Ability to effectively interact with members at all levels of the organization.
organization.
Strong systems skills. Very strong in office tools like MS Excel, MS PowerPoint
and MS Word
Strong understanding and working knowledge of Internet tools.
tools.
Ability to deal with vendors and negotiation skill.
skill.
Educations
th
10 Passed from Govt.B.H.S. School Madhya Pradesh in-.
th
12 Passed from Govt.B.H.S. School Madhya Pradesh in-.
BSC-IT
IT from BSP University Exam center Mumbai. Thane in 2002.
2002.
Diploma in Cyber Crime from ASCL and GOVT.LAW Collage Mumbai.
Mumbai.
Professional Skills
Certified in Computer Hardware (A+) and Network
Networking (N+)
Certified in Cisco CCNA 3.0
3.0
Perusing CCNP and ITIL 3.0
3.0
Conducting IT training for process awareness.
awareness.
Conducting product training and demonstrations for technology team and
operations team.
Career Path
Lead Voice – T/D (July 2016 – Dec.2018)
Manager - IT (April 2014 – June 2016)
Manager - IT
(May 2012 – April 2014)
Assistant Manager - IT
(Dec. 2010 – April 2012)
Assistant Manager - IT
(June 2010 – Nov.2010)
Sr. Engineer IT support (October 2009 – May 2010)
Network Engineer (October 2008 – September 2009)
IT Support Engineer (November 2007 – October 2008)
Sr. Production Support Engineer (July 2006 – October - 2007)
st
Sr. Helpdesk Engineer (April 2005 – July 2006)
Sr. Service Engineer (April 2003 – March 2005)
A-Wing, 1 floor, Flat
Flat-102, Kamakshi Dham CHS, Plot no#213/216,Sector-19C,KoperKhairne(GEC)Navi Mumbai-,-, Cell:-
Piyush Sharma
Professional Experience
Techno Talk Technologies (T3)
Lead Voice – Information Technology
(Oct. 2016 – Dec.2018)
TechnoTalkTechnologies (
(T3) Joint the hand with SMB and Telco startup to provide them the
best infra with maximum redundancy and committed uptime in business with 100% voice and
onsite support.
T3 Provides the end to end solution in m
many
any platform of voice and VOIP and
a
also provides the mid
end support
pport for upgrading the technology
Technology Hierarchy: CTO HOD ITLead Voice Sr.Tech Support Engineers
Profile:-
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Responsible for the entire IT Voice setup at for customer located across the globe.
Managing 22+ clients site for designing and deployment voice Infra.
Upgraded client site from ASPECT 6.X. to 7.X with more updated features.
Installed and upgraded EOS version and service packs w
with
ith latest upgrade of
ASPECT 7.4 and 7.5 with SP
SP-5.
i.
ii.
iii.
iv.
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Enable Agent Multi Appearance and Multi Session for Desktop.
Desktop
Agent Park and Not Ready Reason Code Time Tracking
Simplified Routing Rules Design for Dynamic Inbound Services
M3 Enhancements ( with more updated and enhanced features)
Provide the onsite and offsite training to site engineers to manage day to day issue.
New site planning, implementations and executions of projects
IT related issues and managing the Level -3 escalations.
Responsible for managing IT and Voice related issues in all client site locations.
Responsible for Day to Day IT Operations and management.
IT Service, Support,, Planning, Implementations in client site and with multiple
vendors/Partners.
Responsible for managing the 99% Technology Uptime.
Working with technical profile partners and managing 27+ engineer’s team with
in house venders.
Working with ISMS team for maintaining the ITIL framework.
Managing the team of 6 Sr. executives to manage day to day routing checkups of
client’s sites.
Worked with MNC’s and Indian Telco companies to provide support in buildings
data and voice network.
twork.
Major Responsibilities:-
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100% Call Centre uptime.
IT Audit/compliances and quarterly internal audits.
100% IT uptime for all the centers in new and existing projects.
IT budgeting and cost saving in new and exacting projects.
Yearly AOP for IT Voice Services and up
up-gradation
gradation with Business contribution
plan.
Create SOP and policies for new projects.
Make new and review exacting contracts with vendors.
Evaluate new technologies and enhancement.
Manager IT inventory and assets.
Vendor Management:-
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•
•
Managing multiple vendor for Voice/Data services
Managing ISP for hosted services and
Interact with vendors for new or exacting requirements and negotiating for
procurements related to IT equipment’s
A-Wing, 1
st
floor, Flat-102,
102, Kamakshi Dham CHS, Plot no#213/216,Sector
no#213/216,Sector-19C,KoperKhairne(GEC)Navi
19C,KoperKhairne(GEC)Navi MumbaiMumbai
400703.E-,-, Cell:-
Professional Experience
Locon Solutions PVT Limited (Housing.com)
Manager – Information Technology
April 2014 – June 2015
Housing.com is a real estate portal which allows Peoples to search for apartments for rent or for
sale. Take virtual tours of each room in the flat using the photographs we’ve meticulously
collected. Scan your neighbourhood to make sure it has all the things you’ll need for a
comfortable life, ranging from banks and ATMs to schools and nightlife in the area.
Technology Hierarchy: Infra Head
HeadManager IT IT Support Engineers
Profile:-
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Responsible for the entire IT Voice setup at between 11 locations and 26 offices in India.
(IT infra, AD, Domain, DHCP, Web, WSUS, FTP/SFTP servers)
Managing 1400+ stuffs across all sites for IT related issues and escalations.
escalations
Managing 1400+ Desktop and laptops including windows7/8 and linux OS.
Responsible for managing IT and Voice related issues in all locations.
Responsible for Day to Day IT Operations and management in Housing.com.
IT Service, Support, Planning, Implementations for housing.com and with multiple
mul
vendors/Partners.
Responsible for managing the 99% Technology Uptime generating unit of the
organization
Working with technical profile partners and managing 27+ engineer’s team with
in house venders.
New site planning, implementations and executions of projects
Projects and Audits:-
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Planning and implementation for Tier 2 and Tear 3 cities.
IT documentation and resource management.
Coordinating for changes and new implementations in existing projects.
Creating check list for in
internal and external audits.
Visit all sites for IT and compliance audits
st
A-Wing, 1 floor, Flat
Flat-102, Kamakshi Dham CHS, Plot no#213/216,Sector-19C,KoperKhairne(GEC)Navi Mumbai-,-, Cell:-
Piyush Sharma
Professional Experience
Serco Global Services Limited
Manager – Information Technology
May 2012 – April 2014
Serco Global Services is a large global Business Process Outsourcing player, committed to
delivering our client’s strategic goals and helping in enhancing, broadening, and deepening the
relationship to add value.
Technology Hierarchy: CIO
GM ITManager IT Assistant Managers Telecom,
Network Server Support Team Helpdesk Desktop Support Engineers
Profile:
Responsible for the entire IT setup at between 32 locations in India.
India.
Responsible for MPLS connectivity (Voice and Data) between 32 locations.
locations.
Responsible for Day to Day IT Operations and management in Serco GSL.
GSL.
IT Service, Support, Planning, Implementations for Serco GSL and with
multiple vendors.
Responsible for managing the 99% Technology
ology Uptime generating unit of
the organization
Working in core technical profile and managing 50+ engineer’s team with
in house venders.
Telecom:-
Managing and maintaining ASPECT 6.6 and Genesys 8.0 with HA model.
model.
Managing and centralize and standalone setups in ASPECT and Genesys
PAN India.(32 locations Aspect and Genesys)
Genesys)
Managing more than 20000+ inbound and outbound licenses.
licenses.
Coordinating with in--house
house support team and vendors for new developments.
developments.
Coordinating and Working with multiple vendors for telecom issues.
issues.
Troubleshooting and monitoring Aspect and Genesys dialer for multiple clients
in all 32 locations in PAN India.
India.
Managing multiple voice, MPLS and P2P links from multiple vendors in all 32
location in PAN India
India
Coordinating with clients for changes and upgradations.
upgradations.
Coordinate for day to day issue.
issue.
Managing and Monitoring centralize servers using Network Base Software.
(Solar Winds, Whatsup gold ))
IT Management
Initiates and implements improvements in all areas of IT responsibility.
responsibility.
Serves as main point of contact on all IT
IT-related
related matters for the office
assigned.
Responds/acts on upper
upper-management direction.
Identifies and provides standards for gathering information for use in
trend analysis and reports informati
information to company management.
Manages day-to-day
day internal client interaction
interaction
Sets and manages internal client expectations.
expectations.
Communicates effectively with internal clients to identify needs and
evaluate alternative business solutions.
solutions.
Continually seeks opportunities to increase internal client satisfaction and
deepen client relationships.
st
A-Wing, 1 floor, Flat
Flat-102, Kamakshi Dham CHS, Plot no#213/216,Sector-19C,KoperKhairne(GEC)Navi Mumbai-,-, Cell:-
Piyush Sharma
Eureka Outsourcing Solutions Private Limited
December 2010 – April 2012
Eureka Outsourcing Private Limited is a multi-location multi-lingual
lingual BPO and KPO
Service provider offering a diverse range of Voice and Knowledge Services.
Designation: Assistant Manager – Information Technology
Technology Hierarchy: GM IT Assistant Manager Telecom, Network Server
Support Team Helpdesk Desktop Support Engineers
Network:-
Working on Fourtigate 310B firewall.
Working on Gujshield 6100 firewall.
firewall.
Working on Cisco 3800, 2900, 2800, 2600, 1900 series routers.
routers.
Working on Cisco 6500, 3550, 2970, 2950 series switches and Nortel 5520
and 425 T Switches.
Handling Cisco routers for multiple internets and leased line links.
links.
Managing entire Cisco network (Mumbai
(Mumbai-2,Chennai,Noida,Kolkata
2,Chennai,Noida,Kolkata locations)
locations)
Maintain Network problem in office & Customer.
Customer.
Managing and Monitoring Network Base Software. (SolarWinds, Cacti )
)
Changing VLAN and Backup of Router, Firewall and Switches.
Managing Metro Ethernet Link between two locations in Mumbai.
Mumbai.
Project and Vendors:-
Implemented entire Cisco network in Kolkata using 2950 switches and 2800
routers.
Dealing with multiple locations vendor and coordinating for
project implementations and vendors and SLA management.
management.
Clients coordination for project plans, Documents and implementations.
implementations.
Conducting Queerly IT Audits for all 4 locations and documentations.
documentations.
Queerly IT policies revisions and circulate to clients.
clients.
Kserve BPO Private Limited
Assistant Manager – Information Technology
November 2007 – November 2010
Job Profile:
Responsible for 3 sites in India and UK.
UK.
Responsible for IT process SLA with TAT with service calls and
process uptime.(Internal/external)
uptime.(Internal/external)
Managing incident, Change and problem management.
management.
Handling a team of IT support engineers (5 members).
members).
Process form and policies as per project / process requirements.
requirements.
Managing Technology inward and outward policy.
policy.
Inventory management.
management.
SOP Documentations.
Documentations.
Weekly and monthly activities.
activities.
Process:-
Telecom and sales.(International)
sales.(International)
Knowledge process outsourcing.(KPO)
outsourcing.(KPO)
Invent management and selling of technical product.(Domestic)
product.(Domestic)
st
A-Wing, 1 floor, Flat
Flat-102, Kamakshi Dham CHS, Plot no#213/216,Sector-19C,KoperKhairne(GEC)Navi Mumbai-,-, Cell:-
Piyush Sharma
Network:-
Working on Cisco 2800, 1800, 1700 series routers & Avaya, Nortel L-2,
L
L-3
Switches.
Handling Cisco, Nortel routers for internet, leased line, IPLC Links.
Links.
Working on Juniper J series routers.
routers.
Managing Cisco & Nortel LAN network (Mahape, Borivali UK Co
Co-Location)
Location)
Maintain Network problem in office & Customer.
Customer.
Manage Network Base Software.
Software.
Changing VLAN and Backup of Passport, Router and Switches.
Switches.
Network Monitoring.
Managing Metro Ethernet Link between two locations
locations
Dialer and Servers:-
Implementing O/B and I/B projects for Kserve.
Kserve.
Creating IVR scripting and implementations of inbound process in IVR.
IVR.
Handling Aspect EPRO 6.1 dialer (DCP Solo)
Solo)
Worked on Aspect EPRO 5.2
5.2
Maintaining Dialer and dialer servers. (Windows and Linux)
Linux)
Monthly dialer maintenance and maintaining daily check list.
list.
Modem installations and maintaining.
maintaining.
Configuration, Installation and Managing Microsoft ISA, Domains, Exchange
2003, Web and NAS servers.
servers.
Fair knowledge of Genesys
Genesys, InstaCC, VICI dialers. (TDM & SIP)
Server’s policy.
Managing one Linux red hat server. 2.6.9-5.
Telecom & EPABX:-
Handling Nortel M series and Panasonic EPABX with 300 user capacity.
capacity.
Implemented Nortel CS 1000 Soft phone server and integrated with Dialer.
Dialer.
Broadways Technologies Private Limited
Senior Production Support Engineer (July 2006 – Nov.2007)
Client: Epicenter Technologies Private Limited.
Span: 1 Manager IT 4 Sr.Helpdesk Engineer 4 Helpdesk Engineer 4 Helpdesk Team
Leaders.
Site Profile:
Having Servers Loaded Windows 2003 with connected 500 Computers through
LAN.
Managing 700 desktop system & LAN network.
network.
Software Troubleshooting and installation.
installation.
Back up Activity NT backup.
backup.
Handling calls related to Lotus & outlook
outlook
Coordinate with vender & Client for network, Desktop & software Problem
Problem
Changing VLAN and Backup of Router and Switches.
Switches.
Network Monitoring (Solarwind, kiwi syslog software)
software)
Link Monitoring
Daily checklist for Network, Servers, ASPECT 5.2 dialer and EPABX,
EPABX,
Handling Symantec Antivirus Server.
Server.
st
A-Wing, 1 floor, Flat
Flat-102, Kamakshi Dham CHS, Plot no#213/216,Sector-19C,KoperKhairne(GEC)Navi Mumbai-,-, Cell:-
Piyush Sharma
Tata Teleservices Ltd. – Leading Telecom Company
Senior Helpdesk Engineer (April 2005 – July 2006)
Maintain Network problem in office & Customer.
Customer.
Software Troubleshooting and installation.
installation.
Back up Activity with VERITAS and NT backups.
backups.
Manage Network Base Software (CRM,POS,METASOLV ))
Handling calls related to Lotus & outlook.
outlook.
Handling Symantec Antivirus Server.
Server.
Network Computers
Senior Service Engineer (April 2003 – March 2005)
Network Computers working as AMCs contractor in BSNL, PHED, EPFO,
Western Railways, Account general office in Gove
Government sectors.
Also taken some big private sector AMCs as Aditya Birla Group in two states.
states.
More then 26000 computers with 4000 switches with 1500 network and local
Printer.
Mort then 15 engineers are placed different locations.
locations.
Network Computers authorized for profession courses in IT like BCA etc.
provides the technology training link A+, N+ and basic networking courses.
courses.
Govt. Projects
Bharat Sanchar Nigam Limited.
1. Handled two main telephone exchanges with 6 sub exchanges
connectivity issues. Manage 150 terminals plus 350 desktops with 43
network and local LIPI and dot matrix printers.
Public Health Engineering Department.
1. Managed and maintained 16 sub locations and 3 main locations in
Madhya Pradesh.
2. Managed
naged 1600 HP Desktop plus 50 Wipro Printers with WAN and local
LAN issue.
Employs Provident Fund Office.
1. Two locations Employs Provident Fund Office with EPFO Linux server
which connect 150 terminals locally and through LAN
Western Railways.
1. Responsible for 3 offices of WR in M.P with 2500 desktops and 150 Cisco 2950
switches.
Account General Office.
1 Maintained 250 computers with Cisco 3500 switches.
Private sector Project
Aditya Birla Group.
Responsible for Compaq (100 Nos.) PC, Printer (125 Nos.) And 29 Cisco 2900
switches in M.P and Rajasthan plants.
Daily Activities to maintain Hardware and network problems and troubleshooting.
Date:-
Piyush Sharma
Place:-
st
A-Wing, 1 floor, Flat
Flat-102, Kamakshi Dham CHS, Plot no#213/216,Sector-19C,KoperKhairne(GEC)Navi Mumbai-,-, Cell:-
