Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic
Abhishek Kumar

Abhishek Kumar

IT Leadership
Bangalore

Summary

Dynamic IT Leader and Thought Leader with 15+ years of progressive experience in leading Enterprise Services. Currently, I oversee diverse teams encompassing Campus Technology, Enterprise Network, Enterprise Events, Enterprise Telephony, Contact Center Support & Engineering, End User Devices Services, Enterprise Mobility Services, Workforce Productivity Services & Engineering, Application Development, and IT Asset Management. Embracing the philosophy that culture trumps strategy, I bring a value-driven, customer-first mindset. Looking for an opportunity to leverage my leadership acumen and expertise in driving transformative initiatives. Excited to contribute to a dynamic organization, I aim to further cultivate a positive work culture, drive operational excellence, and implement cutting-edge solutions that elevate overall business performance.

Overview

15
15
years of professional experience
5
5
Certifications

Work History

SENIOR MANAGER, ENTERPRISE SERVICES

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
06.2021 - Current
  • Lead, direct, and review team activities to achieve operational targets, contributing significantly to immediate and short-term results for the team, department, and organization
  • Establish and communicate team and department goals aligned with broader organizational objectives, implementing metrics to monitor progress
  • Influence diverse stakeholder groups, driving acceptance of policies and procedures within a broader area of responsibility
  • Identify, propose, and lead quality and process improvement initiatives at team and department levels, actively contributing to strategic initiatives and providing input for organizational strategies
  • Provide consistent and timely training, guidance, and feedback to foster success and encourage associate growth through regular developmental conversations
  • Take ownership of staffing and performance decisions for direct reports, ensuring effective team dynamics
  • Adhere to corporate and organizational security policies, recognizing personal responsibility in safeguarding assets and reporting any security compromises within the position's scope.

MANAGER, ENTERPRISE NETWORK, CONTACT CENTER & TELEPHONY

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
02.2017 - 05.2021
  • Spearhead the strategic planning, design, and management of the enterprise network infrastructure
  • Lead and optimize contact center operations to ensure seamless customer service delivery
  • Manage and maintain the telephony systems for effective communication across the organization
  • Collaborate with cross-functional teams to implement network solutions and address technical challenges
  • Implement and enforce best practices to enhance the overall performance and reliability of the network, contact center, and telephony systems.

TECHNOLOGY ARCHITECT, CONTACT CENTER & TELEPHONY

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
09.2016 - 02.2017
  • Design and architect robust solutions for contact center and telephony technology, ensuring scalability and efficiency
  • Evaluate and recommend cutting-edge technologies to enhance the performance of contact center and telephony systems
  • Develop and implement technical strategies to optimize the functionality and reliability of telephony infrastructure
  • Collaborate with cross-functional teams to integrate new technologies and ensure seamless communication processes
  • Provide expertise in troubleshooting and resolving complex issues related to contact center and telephony systems.

SENIOR NETWORK ENGINEER, CONTACT CENTER & TELEPHONY

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
04.2016 - 08.2016
  • Lead the design, implementation, and maintenance of robust network infrastructure for contact center and telephony systems
  • Optimize network performance to ensure seamless communication and support for contact center operations
  • Collaborate with cross-functional teams to integrate and troubleshoot contact center and telephony solutions
  • Conduct regular assessments and upgrades to enhance the scalability and reliability of the network
  • Provide expertise in resolving complex technical issues and offer guidance on best practices for contact center and telephony networks.

SYSTEM ENGINEER, CONTACT CENTER & TELEPHONY

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
03.2015 - 04.2016
  • Install, configure, and maintain contact centre and telephony systems to ensure optimal functionality
  • Troubleshoot and resolve technical issues related to contact centre and telephony infrastructure
  • Collaborate with stakeholders to understand system requirements and implement appropriate solutions
  • Conduct regular system audits and performance evaluations to identify areas for improvement
  • Provide technical support and training to end-users, ensuring efficient utilization of contact centre and telephony systems.

AVAYA SUPPORT ENGINEER

AVAYA
04.2013 - 03.2015
  • Managing and maintaining VoIP server systems and infrastructure
  • Provide specialized support to Avaya's priority customers, ensuring optimal performance and prompt resolution of technical issues
  • Coordinate with customers to design solutions for various VoIP-related issues
  • Perform Remote Infrastructure Management Services for AVAYA Customers
  • Collaborate with vendors (AT&T, Verizon, BT, Orange services & AVAYA) to resolve issues
  • Handle service improvement plans during weekly review calls.

ADMINISTRATOR VOIP

MICROLAND LIMITED
05.2010 - 04.2013
  • Managed and maintained VoIP server systems and infrastructure, delivering specialized support for optimal performance and prompt issue resolution
  • Oversaw AVAYA Definite Solutions, S8300/8500/8700/8800 Media servers, and G450/350/600/650 Gateways maintenance
  • Ensured network service availability through continuous monitoring, addressed escalated issues on CM servers, and troubleshooted system-generated alarms on customer PBXs
  • Collaborated with cross-functional teams and vendors, including AT&T, Verizon, BT, Orange services, and AVAYA, to design solutions, perform Remote Infrastructure Management Services, and handle service improvement plans during weekly review calls.

SYSTEMS ENGINEER

UNIVERSAL IT SOLUTIONS
03.2009 - 05.2010
  • Provided customer engagement to maintain service levels, managing IP addresses and ensuring 24/7 availability for emergency requests
  • Installed and configured Windows Server and client operating systems, including Windows Server 2000, Windows Server 2003, Windows XP, and Windows 2000 Professional
  • Set up Microsoft Office Outlook Express, troubleshooted computer, printer, and network issues, and managed ongoing customer support
  • Demonstrated proficiency in installing and configuring SQL Server 2000, network accessories, and TCP/IP settings
  • Added printers to networks and delivered technical support to meet individual client requirements.

Education

B.TECH. -

Jawaharlal Nehru Technological University

Skills

Business Unit Oversight & Leadershipundefined

Accomplishments

  • Supervised Business Unit of 50+ staff members with 0 attrition for 2 + years.
  • Driven & executed the implementation and adoption of Microsoft Productivity Suit (One drive, O365, MS teams, SharePoint, Yammer) across the organization.
  • Enabled annual cost savings of USD $5M+ for Oracle Cerner
  • Interfaced with Chief & Special Secretaries (Department of telecom, GOI) to provide the recommendations around bringing in amendments to OSP guidelines which are in line with the technology advancements. My suggestions and recommendations were considered and included in Amendments announced on 5th Nov 2020 & 23rd June 2021).
  • Spearheaded transformation and adoption of latest Collaboration technologies across Cerner India (InterCall -> WebEx & WebEx -> MS Teams) And led the effort to transition 26000+ global associates from Cisco WebEx to MS Teams within a month.
  • Led, Planned, and Enabled work from home transition for 6000+ associates (including 2000 contact center agents) spread across 50+ organizations/ BUs during pandemic.
  • Earned Cerner Masters Award for Creating Value (Highest Associate Award within Cerner)
  • Led Technology Leadership Group at Cerner India.
  • Cost saving brought in by re-architecting a deployment of AVAYA Session Manager (USD 36000 / Year) later the same architecture was adopted by AVAYA.
  • Helped bring Architectural Change of Network to enable OSP business without additional network infrastructure (USD 226,000 / year of cost savings on hardware & circuits)
  • Cost savings to Cerner via optimization of Telephony services (USD 110,000/year)
  • Led the 4 New Facility build projects for Cerner India.
  • Received 10 Employee of the quarter Awards (Namely S.T.A.R. Awards)

Certification

ITIL Foundation

References

Available on request

Timeline

SENIOR MANAGER, ENTERPRISE SERVICES

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
06.2021 - Current

MANAGER, ENTERPRISE NETWORK, CONTACT CENTER & TELEPHONY

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
02.2017 - 05.2021

TECHNOLOGY ARCHITECT, CONTACT CENTER & TELEPHONY

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
09.2016 - 02.2017

SENIOR NETWORK ENGINEER, CONTACT CENTER & TELEPHONY

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
04.2016 - 08.2016

SYSTEM ENGINEER, CONTACT CENTER & TELEPHONY

ORACLE CERNER HEALTHCARE SOLUTIONS PVT. LTD.
03.2015 - 04.2016

AVAYA SUPPORT ENGINEER

AVAYA
04.2013 - 03.2015

ADMINISTRATOR VOIP

MICROLAND LIMITED
05.2010 - 04.2013

SYSTEMS ENGINEER

UNIVERSAL IT SOLUTIONS
03.2009 - 05.2010

B.TECH. -

Jawaharlal Nehru Technological University

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