ABHIRUP BISWAS
Bengaluru,KA
Summary
Dynamic and versatile professional with a robust background spanning 6 years in Project Management, Quality assurance and Networking. Demonstrated expertise in Process Improvement, Quality Audits and Service Assurance. Proven track record of successfully delivering complex projects on time and within budget while ensuring high standards of quality and operational efficiency. Skilled in leveraging technical acumen and analytical insights to troubleshoot issues, optimize systems, and enhance user satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Analyst
Accenture Operations, Bengaluru
12.2023 - Current
- Working as a Project and Program manager for McDonald's USA account.
- Developed and maintained relationships with external vendors and suppliers to ensure timely delivery of equipment and services.
- Collaborated with stakeholders and subject matter experts to define project scope and objectives.
- Performed end to end activities for McDonald's AWE account like sales pitch for circuit upgrades, Change Orders, SLA performance report, Billing disputes and special McDonald's restaurants projects for different field offices in USA.
- Ensuring the email responses for all queries and escalations are meeting the targeted TAT.
- Worked as the Business Transformation Focal to create the Operational Maturity (OM) or Operational Excellence documents and foundation tools required for the process to go-live like SIPOC, HLPM, DLPM, Factory Model, 3X3 metrics, Control Charts, QA Framework, T&M study etc.
- Worked in ITSM tools like Service Now (SNOW) to extract monthly reports and check status of incident tickets.
- Worked in Salesforce tool to place various orders for the McDonald's for their restaurant network transformation (RNT) project like Access Points, Cradle point routers and Gateway controllers.
- Worked in Atlassian Jira powered tool i-track which is used to raise access for various project related tools for client account and investigate issues on the SLA metrics data.
Quality Assurance Analyst
Accenture Operations
06.2021 - 11.2023
- Conducted weekly end-to-end audits for Tier 1 NOC technicians on various technical aspects including low bandwidth and high bandwidth circuits, Canada Technical Support & International Voice issues. The aim was to identify errors and discrepancies, with an approximate error detection rate of 10% weekly.
- Provided training sessions and feedback to agents who had low quality scores. Additionally, conducting brown bag sessions, presumably for knowledge sharing and improvement purposes. These efforts have resulted in approximately a 5% reduction in error counts weekly.
- Prepared and presented weekly and monthly Quality Performance Report to leadership. This involves summarizing the findings from audits performed, training sessions and providing insights into the overall quality performance of the team with the RCA.
Service Assurance - Network Engineer
Accenture Operations
01.2020 - 05.2021
- Design and provision of optimal routes of DS0, DS1 and DS3 circuits (including fractional DS1s).
- Managing new build and non-build orders within certain time frame to meet the requested due date of the delivery of the circuit, calculating all cost Lata-wise to make the service most cost effective to the organization and also maintain the quality of the service to live up to the reputation.
- Co-Operative testing to ensure consistency of data through the circuit with local telecoms and End user (if bearing letter of authority).
- Expediting the process by escalating with higher level management of local telecoms whenever necessary.
- Performing RFC testing (RFC2544 and Y.1564) between switches within our network and also across the switches of other entities.
- Performing Co-Operative test with Central office tech or field tech in case of a bad channel at the hand off or to check the continuity of data on layer 1 and layer 2 is good.
- Coordinating with provisioning department in case of the change in design and make sure the Business continuity of the client without interruption.
Network Operations Associate
Accenture Operations
06.2018 - 12.2019
- Handled inbound calls from customers reporting issues with their phone and internet services. My task was to accurately document the reported problems and create incident tickets in the system using ETMS tool for further investigation and resolution.
- As an Incident Manager, my responsibility was to follow up for timely updates on the incident tickets and also to meet the committed SLA. I use to drive the critical and escalated incident tickets with different internal teams. This involves coordinating with technical teams and other stakeholders to ensure that issues are addressed promptly and effectively to maintain the CSAT.
Education
Electronics and Communication Engineering
BP Poddar Institute of Management And Technology
Kolkata, India07.2017
Skills
- SOFT SKILLS: Handling Customer Escalations, Customer engagement, Knowledge transfer sessions for Customers and stakeholders Testing and Change implementations,Decision making, Negotiation
- PROCESS SKILLS: Service Assurance Delivery, Customer support, ITIL V4 Methodologies, Lean Six Sigma, NOC Engineer, Project Management, Incident Management, Operational Excellence
- ITSM Tools: Service Now, Jira & Salesforce
- Networking Skills: BGP, MPLS, VLAN, SNM, Switches (Juniper MX960, Cisco ASR, FW9500 and Tellabs 8860), Cisco & Juniper PE routers for PIP circuits and IDE circuits
- Microsoft Office: MS Word, Powerpoint Presentation & MS Excel
Accomplishments
- Ability to manage multiple projects simultaneously and meet tight deadlines, while maintaining the highest standards of quality.
- Became the Subject Matter Expert of the team and run a team of 3 members, including monthly Lead connect (PCT), making monthly scorecard and productivity report daily and month-wise.
- Received Gold Award for the FY22 Top Talent Program.
- Received Encore Award for the Star of Business for FY21-22.
- Received Encore Award for the Star of Business for FY22-23.
- Received Recognition and Rewards (R&R) from Leadership and Clients.
- Received Encore Award for the Star of Business for FY23-24.
Certification
Lean Six Sigma Green Belt and Black Belt, SimpliLearn.
Timeline
Senior Analyst
Accenture Operations, Bengaluru
12.2023 - Current
Quality Assurance Analyst
Accenture Operations
06.2021 - 11.2023
Service Assurance - Network Engineer
Accenture Operations
01.2020 - 05.2021
Network Operations Associate
Accenture Operations
06.2018 - 12.2019
Electronics and Communication Engineering
BP Poddar Institute of Management And Technology
Lean Six Sigma Green Belt and Black Belt, SimpliLearn.
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