Ankit Kakadia

Project Management Work Profile:

· Scheduling project kick-off meeting with the Sales team and the customer to understand and review end user’s requirements along with the detailed scope of project.

· Identify and engage stakeholders involved for better work coordination and share regular minutes of meetings with everyone involved.

· Preparing tracker along with detailed roadmaps to ensure milestones are reached based on customer’s expectations for enhanced control over the project.

· Schedule orientation meeting with the Project team to discuss detailed SOW, technical requirements, design documents, risks and Special Handling notes and document desired output. Setup deadlines against each task with the Project team for enhanced schedule management.

· Conduct weekly calls with customers to discuss progress, major risks and mitigation techniques, and open issues and resolution measures. Raise timely escalations for exceptions to achieve milestones and highlight any major issues hindering project deliverables.

· Monitor, control and report project status against plans (timelines, deliverables, cost) within the defined communication plan.

· Update all relevant design and technical documents, Project Document with "Lessons Learnt" and effectively handing over the project to the relevant team.

Operations Work Profile:

· Designing, Planning, Implementing and Support along with handling day to day operations of the team and for the customers regarding IP Telephony, feature support and user management.

· Installation and configuration of Cisco IP Telephony servers.

· Contact Center implementation and management. Configuring IVR and call handlers.

· Documented Call Flows for the existing IVR treatment and provided solutions for new call treatment, such as self-service applications.

· Isolation and replication of issues on gateways.

· Completed voice standardization and remediation projects for customers IP Telephony infrastructure.

· Setting up in house MRA for more than 800 users.

· Executed large-scale automated changes with Bulk Administration Tool (BAT)

· Handling customer escalations. Providing timely escalation and update to the client.

· Attending customer QBRs and MBRs

Voice Engineer (Virtela India Pvt. Ltd.)

Work Profile:

· IP Phone registration & troubleshooting with CUCM and CUCME.

· Configuring Dial plans, Call Routing, Partitions and CSS along with feature services and MRA.

· Regularly provided daily support of problems and issues through the Siebel ticket generating software.

· Performed routine moves, add and changes.

· Analyzed phone records resulting in significant cost savings per month.

· Provided daily 24x7 customer support enhanced diagnostic and troubleshooting as required along with maintenance and planning.

Network Engineer (Virtela India Pvt. Ltd.)

Work Profile:

· Installed, configured and maintained Cisco & Juniper routing and switching equipment.

· Troubleshooting and repair of network related issues.

· Identified and resolved issues with routers, switches and circuits.

· Assisted remote engineers with troubleshooting network issues in remote offices.

· Managed data center and network closets equipment and cabling.

· Participated in Cisco IOS upgrade projects.

Work Profile:

· Initial ticket analysis and ticket assignment to respective group as per issues reported.

· Performing basic checks for the Level 1 engineer.

· Maintenance ticket assignment and Queue management.

· Closure reports and usage monitoring of the circuits.

Work Profile:

· Provided troubleshooting services for dell computers and laptops over calls.

· Configure systems and provide installation assistance for third party applications to the customers.

· Handling escalated calls and providing 1st & 2nd Level Technical Support to end-users.

· Installation & Configuration of Network printers & Scanner and its basic level of troubleshooting.

· Configure email clients and advance virus removal.

Work Profile:

· Answered, screened and processed over 200 calls daily using a call management system.

· Processed credit card payments for orders and managed accounts receivables.

Maintained expectations regarding call quality and resolution time

Work Profile:

· Assembling computers and installation of OS and other software.

· Repairing hardware and troubleshooting OS issues.

· Hardware throughput testing.