SHILADITYA GUPTA

• Successfully reduced backlog count and migrated to service now.SLA breach count has been reduced to zero without any escalations.Handling all the escalations and maintaining big team in onsite and offshore
• Got couple of appreciation mails also.Working as offshore Lead and Providing L4 level of support,handlijng mainly escalation,outages,SLA management ,CSAT management etc.Mainitaining productivity very high
• Last couple of years hightest producitvity
• Guiding and training all juniors and team mates.available 24x7
• Proactively monitoring the PBX system and if found any critical/major alarms,immediatly taking the concern to ITS Director and fixed the issue.Wherever needed will raise a ticket with vendor, fix the issue.For any outages proactively involving IM team ,following process,involving onsite people and vendor & resolving the issue
• Sharing the RCA on time Also we inform to onsite / offshore engineer and whatever theCR/Task assigned in my name ,complete it and co-ordinated with onsite vendors till the completion and if there is any support require from offshore,i use to support from offshore.The daily reports,weekly reports and monthly reports has been shared to the concerned person on time
• SOP has been prepared for the tickets and the same has been shared in common folder as well as to the team for relevant issues.Identified the repeated issues and analysed and found the remedy for that and coordinated with onsite engineers have fixed the issues.Prepared the SOPs for the know errors and shared the documents to the team.Preparing the SIP on a technology and updating the same to the team.All theEOL/EOS have registered the risk & have enabled the alarm monitoring system & if there is any critical/major alarm,we will be triggered by e-mails and immediatly we respond to that and co-ordinate with vendor till the completion of the issue.Properly following the ITAM process & guided team members.Timely audited the tickets closed by team members and sending to higher management.Involved proactively in any outage and taking the ownership till the resoution,informing IMteam,higher management & customer time to time
• Sometime in case of outages giving workaround timely to avoid outage & business impacts.Motivating reportees,connecting with them in each moment.playing key role in Gogreen activity for patching and PCI audit & closed them successfully on time.actively involved in KT and Tranisition of Network Voice
• SPOC for the Voice KT.

• Successfully reduced backlog count and migrated to service now.SLA breach count has been reduced to zero without any escalations.Handling all the escalations and maintaining big team in onsite and offshore
• Got couple of appreciation mails also.Working as offshore Lead and Providing L4 level of support,handlijng mainly escalation,outages,SLA management ,CSAT management etc.Mainitaining productivity very high
• Last couple of years hightest producitvity
• Guiding and training all juniors and team mates.available 24x7
• Proactively monitoring the PBX system and if found any critical/major alarms,immediatly taking the concern to ITS Director and fixed the issue.Wherever needed will raise a ticket with vendor, fix the issue.For any outages proactively involving IM team ,following process,involving onsite people and vendor & resolving the issue
• Sharing the RCA on time Also we inform to onsite / offshore engineer and whatever theCR/Task assigned in my name ,complete it and co-ordinated with onsite vendors till the completion and if there is any support require from offshore,i use to support from offshore.The daily reports,weekly reports and monthly reports has been shared to the concerned person on time
• SOP has been prepared for the tickets and the same has been shared in common folder as well as to the team for relevant issues.Identified the repeated issues and analysed and found the remedy for that and coordinated with onsite engineers have fixed the issues.Prepared the SOPs for the know errors and shared the documents to the team.Preparing the SIP on a technology and updating the same to the team.All theEOL/EOS have registered the risk & have enabled the alarm monitoring system & if there is any critical/major alarm,we will be triggered by e-mails and immediatly we respond to that and co-ordinate with vendor till the completion of the issue.Properly following the ITAM process & guided team members.Timely audited the tickets closed by team members and sending to higher management.Involved proactively in any outage and taking the ownership till the resoution,informing IMteam,higher management & customer time to time
• Sometime in case of outages giving workaround timely to avoid outage & business impacts.Motivating reportees,connecting with them in each moment.playing key role in Gogreen activity for patching and PCI audit & closed them successfully on time.actively involved in KT and Tranisition of Network Voice
• SPOC for the Voice KT.

• Successfully reduced backlog count and migrated to service now.SLA breach count has been reduced to zero without any escalations.Handling all the escalations and maintaining big team in onsite and offshore
• Got couple of appreciation mails also.Working as offshore Lead and Providing L4 level of support,handlijng mainly escalation,outages,SLA management ,CSAT management etc.Mainitaining productivity very high
• Last couple of years hightest producitvity
• Guiding and training all juniors and team mates.available 24x7
• Proactively monitoring the PBX system and if found any critical/major alarms,immediatly taking the concern to ITS Director and fixed the issue.Wherever needed will raise a ticket with vendor, fix the issue.For any outages proactively involving IM team ,following process,involving onsite people and vendor & resolving the issue
• Sharing the RCA on time Also we inform to onsite / offshore engineer and whatever theCR/Task assigned in my name ,complete it and co-ordinated with onsite vendors till the completion and if there is any support require from offshore,i use to support from offshore.The daily reports,weekly reports and monthly reports has been shared to the concerned person on time
• SOP has been prepared for the tickets and the same has been shared in common folder as well as to the team for relevant issues.Identified the repeated issues and analysed and found the remedy for that and coordinated with onsite engineers have fixed the issues.Prepared the SOPs for the know errors and shared the documents to the team.Preparing the SIP on a technology and updating the same to the team.All theEOL/EOS have registered the risk & have enabled the alarm monitoring system & if there is any critical/major alarm,we will be triggered by e-mails and immediatly we respond to that and co-ordinate with vendor till the completion of the issue.Properly following the ITAM process & guided team members.Timely audited the tickets closed by team members and sending to higher management.Involved proactively in any outage and taking the ownership till the resoution,informing IMteam,higher management & customer time to time
• Sometime in case of outages giving workaround timely to avoid outage & business impacts.Motivating reportees,connecting with them in each moment.playing key role in Gogreen activity for patching and PCI audit & closed them successfully on time.actively involved in KT and Tranisition of Network Voice
• SPOC for the Voice KT.

• As a project manager and as well as Technical Lead handling day to day operation and technical escalation
• Involved in reducing backlog tickets , CSAT , SLA Management , Ticket audits , Change Management , RCA management , handling all the outages and escalations
• Working as a Tower lead for all Marelli locations38 locations ( Asia , Europe ) for Cisco Voice , Alcatel , Siemens , Avaya ( blue and Red)
• Working as tower lead( Voice and data domain) responsible for handling(Troubleshooting and installation of AVAYA(Blue/red)( PBX-VOIP &TDM), CUCM , CME various premium global clients
• And got so many appreciation mails from various premium clients( i.e Johnson and Johnson, Standard Chartered Bank, Emerson, Yahoo and many more.)
• Working as a SPOC and project lead of Wipro Technologies
• Did the solution , executed the project of 7 locations of Wipro Technology location with British Telecom CISCO CME routes
• Integration of Avaya Blue with WT – south Africa CME routers
• Upgradation of AVAYA blue from rlease 5.5 to 7.5 for Hyundai PAN india locations
• Integration of AVAYA blue with CUCM in Hyundai locations
• Successfully involved in the installation of CS1K ( RLS 5.5) in various locations of Aircel
• Successfully done full setup of Wipro-3d Nortel NOC and successfully started operations
• First person to start the Wipro 3d-Noc
• Successfully done the installation of different Nortel voice equipments in Wipro GSMC(global service management centre)-lab and made it remotely accessible
• Now This Lab is used for demonstration purpose for various premium clients
• Installation and L2-L3 level call handling of CC 6.0, CC 7.0 AND SYMPOSIUM( call centre application)
• Successfully completed Airtel CCT-2 south hub project including CS1000E RLS 7.0( Primary anb secondary NRS,UCM,MAS-Media Application server,TPS-leader,TPS-follower), AACC( Avaya aura contact cente 6.0)
• Responsible for the maintenance for the maintenance ,all troubleshooting activities , change activities related to CUCM , Voice gateways , Siemens , alcatel , Siemens ( hipath ) , Panasonic PBX globally in all locations
• Operations & Maintenance
• Overseeing high uptime maintenance of the customer voice network; inclusive of solving problems
• Ensuring system service performance, and handling emergency circumstances and providing solutions for quick recovery from emergency situations
• Installation & Commissioning
• Handling installation, configuration & maintenance
• Identifying project bottlenecks and undertaking corrective measures
• Ensuring effective site management and discipline to ensure timely execution of the projects
• Rewards &Achievements:
• Woring as a project manager and as well as Technical Lead handling day to day operation and technical escalation
• Involved in reducing backlog tickets , CSAT , SLA Management , Ticket audits , Change Management , RCA management , handling all the outages and escalations
• First member to Start Wipro NOC operations
• Won Best engineer reward on 2007 , 2008 , 2010
• Won best Manager reward on 2015 , 2016
• Won Avaya reward to complete maximum certification in one Year
• Working as tower lead for Magneti Marelli project for all locations globally
• Handling all the escalations and maintaining big team in onsite and offshore
• Got couple of appreciation mails also
• Involved in this project from transition stages
• Providing L4 level of support,handlijng mainly escalation,outages,SLA management ,CSAT management etc.Mainitaining productivity very high
• Last couple of years hightest producitvity
• Guiding and training all juniors and team mates.available 24x7
• Proactively monitoring the PBX system and if found any critical/major alarms,immediatly taking the concern to ITS Director and fixed the issue.Wherever needed will raise a ticket with vendor, fix the issue.For any outages proactively involving IM team ,following process,involving onsite people and vendor & resolving the issue
• Sharing the RCA on time Also we inform to onsite / offshore engineer and whatever theCR/Task assigned in my name ,complete it and co-ordinated with onsite vendors till the completion and if there is any support require from offshore,i use to support from offshore.The daily reports,weekly reports and monthly reports has been shared to the concerned person on time
• SOP has been prepared for the tickets and the same has been shared in common folder as well as to the team for relevant issues.Identified the repeated issues and analysed and found the remedy for that and coordinated with onsite engineers have fixed the issues.Prepared the SOPs for the know errors and shared the documents to the team.Preparing the SIP on a technology and updating the same to the team.All theEOL/EOS have registered the risk & have enabled the alarm monitoring system & if there is any critical/major alarm,we will be triggered by e-mails and immediatly we respond to that and co-ordinate with vendor till the completion of the issue.Properly following the ITAM process & guided team members.Timely audited the tickets closed by team members and sending to higher management.Involved proactively in any outage and taking the ownership till the resoution,informing IMteam,higher management & customer time to time
• Sometime in case of outages giving workaround timely to avoid outage & business impacts.Motivating reportees,connecting with them in each moment.playing key role in Gogreen activity for patching and PCI audit & closed them successfully on time.actively involved in KT and Tranisition of Network Voice
• SPOC for the Voice KT., in the Directorate general of Assam rifles
• Involved in establishment and testing of:
• E & M links
• LD lines
• CO lines
• Established PRI (Primary rate Interface) at Assam Rifles, Imphal, Ukhrul and Chandel
• Received lots of appreciations and certificates from Assam rifles.

Working as Senior Technical consultant.Successfully reduced backlog count and migrated

to service now.SLA breach count has been reduced to zero without any

escalations.Handling all the escalations and maintaining big team in onsite and offshore.

Got couple of appreciation mails also.Working as offshore Lead and Providing L4 level of

support,handlijng mainly escalation,outages,SLA management ,CSAT management

etc.Mainitaining productivity very high. Last couple of years hightest producitvity. Guiding

and training all juniors and team mates.available 24x7. Proactively monitoring the PBX

system and if found any critical/major alarms,immediatly taking the concern to ITS Director

and fixed the issue.Wherever needed will raise a ticket with vendor, fix the issue.For any

outages proactively involving IM team ,following process,involving onsite people and

vendor & resolving the issue. Sharing the RCA on time Also we inform to onsite / offshore

engineer and whatever theCR/Task assigned in my name ,complete it and co-ordinated with

onsite vendors till the completion and if there is any support require from offshore,i use to

support from offshore.The daily reports,weekly reports and monthly reports has been shared

to the concerned person on time. SOP has been prepared for the tickets and the same has

been shared in common folder as well as to the team for relevant issues.Identified the

repeated issues and analysed and found the remedy for that and coordinated with onsite

engineers have fixed the issues.Prepared the SOPs for the know errors and shared the

documents to the team.Preparing the SIP on a technology and updating the same to the

team.All theEOL/EOS have registered the risk & have enabled the alarm monitoring system

& if there is any critical/major alarm,we will be triggered by e-mails and immediatly we

respond to that and co-ordinate with vendor till the completion of the issue.Properly

following the ITAM process & guided team members.Timely audited the tickets closed by

team members and sending to higher management.Involved proactively in any outage and

taking the ownership till the resoution,informing IMteam,higher management & customer

time to time. Sometime in case of outages giving workaround timely to avoid outage &

business impacts.Motivating reportees,connecting with them in each moment.playing key

role in Gogreen activity for patching and PCI audit & closed them successfully on time.actively involved in KT and Tranisition of Network Voice. SPOC for the Voice KT.

Working as Senior Technical consultant.Successfully reduced backlog count and migrated

to service now.SLA breach count has been reduced to zero without any

escalations.Handling all the escalations and maintaining big team in onsite and offshore.

Got couple of appreciation mails also.Working as offshore Lead and Providing L4 level of

support,handlijng mainly escalation,outages,SLA management ,CSAT management

etc.Mainitaining productivity very high. Last couple of years hightest producitvity. Guiding

and training all juniors and team mates.available 24x7. Proactively monitoring the PBX

system and if found any critical/major alarms,immediatly taking the concern to ITS Director

and fixed the issue.Wherever needed will raise a ticket with vendor, fix the issue.For any

outages proactively involving IM team ,following process,involving onsite people and

vendor & resolving the issue. Sharing the RCA on time Also we inform to onsite / offshore

engineer and whatever theCR/Task assigned in my name ,complete it and co-ordinated with

onsite vendors till the completion and if there is any support require from offshore,i use to

support from offshore.The daily reports,weekly reports and monthly reports has been shared

to the concerned person on time. SOP has been prepared for the tickets and the same has

been shared in common folder as well as to the team for relevant issues.Identified the

repeated issues and analysed and found the remedy for that and coordinated with onsite

engineers have fixed the issues.Prepared the SOPs for the know errors and shared the

documents to the team.Preparing the SIP on a technology and updating the same to the

team.All theEOL/EOS have registered the risk & have enabled the alarm monitoring system

& if there is any critical/major alarm,we will be triggered by e-mails and immediatly we

respond to that and co-ordinate with vendor till the completion of the issue.Properly

following the ITAM process & guided team members.Timely audited the tickets closed by

team members and sending to higher management.Involved proactively in any outage and

taking the ownership till the resoution,informing IMteam,higher management & customer

time to time. Sometime in case of outages giving workaround timely to avoid outage &

business impacts.Motivating reportees,connecting with them in each moment.playing key

role in Gogreen activity for patching and PCI audit & closed them successfully on time.actively involved in KT and Tranisition of Network Voice. SPOC for the Voice KT.

• ( Global Service Management Centre)
• Responsible for handling (troubleshooting and installation) various premium global clients, and received appreciation mails from various premium clients (i.e
• Johnson and Johnson, Standard Chartered Bank, Emerson, Yahoo and many more.)
• Working as Technical Specialist/Project lead responsible for handling(Troubleshooting and installation of AVAYA(Blue/red)( PBX-VOIP &TDM), CUCM , CME various premium global clients
• And got so many appreciation mails from various premium clients( i.e Johnson and Johnson, Standard Chartered Bank, Emerson, Yahoo and many more.)
• Working as a SPOC and project lead of Wipro Technologies
• Did the solution , executed the project of 7 locations of Wipro Technology location with British Telecom CISCO CME routes
• Integration of Avaya Blue with WT – south Africa CME routers
• Upgradation of AVAYA blue from rlease 5.5 to 7.5 for Hyundai PAN india locations
• Integration of AVAYA blue with CUCM in Hyundai locations
• Successfully handled following activities:
• Installation of CS1000E r in Airtel, Kolkata and Durgapur
• Installation of Call pilot 201i.( rls 4.0 and rls 5.0), Upgradation of CS1000E Rls 5.0 to release 5.5, Upgradation and PRI installation in Visa, Mumbai, HSBC :-Installation and inter-connectivity of four sites with 11C & Signalling server in Mysore and Bangalore
• Installation and maintenance of SECC 4.2 ,Call Pilot 201i with IVR in Herbal Life, Managed installation and maintenance of:
• Nortel 11c, 61c, 81c, CS1000E ,CS1000S, CS1000M,AVAYA COMMUNICATION MANAGER
• Call Pilot 201i, 202i (Release 4.0 and Release 5.0)
• Telephony manager
• Contact Centre 6.0, Contact Centre 7.0 AND SYMPOSIUM
• AVAYA MEDIA SERVER 8300, 8400, 8700.

• Key Result Area:
• Responsible for hardware installation and software programming for Nortel Meridian Option:
• Nortel 61c in IGAR (North), Kohima
• Nortel 61c in IGAR (South), Imphal
• Changed the total dialling plan in 20 sites of Assam rifles
• Nortel 11c in 21 sector Assam Rifles, Agartala
• Nortel 11c in 9 sector Assam Rifles, Cathelmambi
• Managed Call Pilot server installation and maintenance.

• Responsible of installation, configuration and maintenance of different ALCATEL OMNIPCX exchanges in ARMY Eastern Command Signal region, Fort William, Kolkata
• Handled EPABX through UNIX, NMS
• Installed ALCATEL OMNIPCX Enterprise (VOIP) exchanges in different sites
• Managed distribution and programming of different trunk groups, T1/T0 links, and different channels to different sites via MSS (multi service switch)
• Achievements:
• Overseen activities encompassing:
• Installation and programming of IP phone(ALCATEL e-reflex 4022 TSC phony)
• Installation and configuration of Call accounting software, generation of call bills through different trunk groups
• Involved in establishment and testing of:
• E & M links
• LD lines
• CO lines
• Involved in all breakdown issues and activities and upgradatation of ALCATEL 4400 to OMNIPCX ENTERPRISE in all location of Eastern Command signal centre.

• Accountable for the proper functioning of Intruder Alarm System, Access Control System and VIDEO Surveillance System
• Responsible for:
• PSTN Dial-up lines at Circle Security Control Center (Circle MCN) for alarm receivers
• Configuring routers, switches, hubs, LAN and WAN internet work
• Handled Ethernet Connectivity at MCNs (Media Convergence Node) / IS (Intermediate Station) / BTS (Base Transreceiver Station) / MAN (Media Access Node)
• Chievements:
• Actively involved in all activities related to installing and commissioning of Automation System at various Reliance Infocomm sites spread all over West Bengal in first phase
• Implemented and ensured connectivity for enabling Data Transfer between Security Equipment and Application Server
• Involved in installation and commissioning of Security automation system in all MCNS/IS/BTS of West Bengal, Bihar and Jharkhand.