Bhargavan S

GTT Communication Inc. is a leading provider of telecommunications solutions, specializing in cutting-edge technologies that connect businesses worldwide. With a focus on delivering reliable and scalable communication services, GTT Communication Inc. serves a diverse clientele ranging from small businesses to multinational corporations.

• Taking timely one-to-to to improve Tier 1 engineers performance throughout the year Managing team size of 10 engineers responsible for day-to-day network operations tasks.
• Hands on experience on technologies like Ethernet, VPLS, MPLS, SD WAN, VPN, Cisco Routers, Juniper Routers.
• Worked with on-site technicians at Data Center on complex issues
• Hands on experience with managing Planned works to optimize the network.
• Developed training materials for Tier 1 engineers regarding the proper use of networks, systems and tools.
• Performed root cause analysis on complex network problems to identify solutions efficiently.
• Managing day-to-day operations while ensuring high levels of customer satisfaction were met at all times.
• Providing leadership and direction to Tier 1 and Tier 2 engineers to ensure successful completion of projects on time.
• Conducting regular audits of employee performance and providing feedback on areas of improvement.
• Collaboration with other managers across the organization to develop strategies that support overall objectives Analyzing survey trends provided by various ISPs globally and ensuring customer satisfaction by providing excellent customer service resolution Preparing QBR, WBR, MBR reports for higher level management Ensuring SLAs and OLAs are met promptly
• Supervised employees and oversaw quality compliance with company standards for food and services.
• Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
• Identified potential bottlenecks in the operational processes which resulted in improved productivity levels over time.

Accenture is a global professional services company providing a broad range of services and solutions in strategy, consulting, digital, technology, and operations. With a presence in over 200 cities across 120 countries, Accenture works with clients to help them become high-performance businesses and governments. The company leverages cutting-edge technologies to drive innovation and deliver transformative outcomes for its clients across industries

• Maintained up-to-date knowledge about engineering technologies and industry standards related to Network Operations
• Provided 24/7 remote technical assistance for customers experiencing connectivity related issues
• Worked on circuit design, implementing on technologies like SD WAN, Ethernet, Core Ethernet, DSL, TDM Voice
• Promoted as Subject Mater Expert joining within 1.5 yrs.
• Assisted Tier 1's in resolving complex technical issues over the call.
• Resolved escalated technical issues to ensure the stability of the network infrastructure
• Monitored and maintained network performance by troubleshooting issues and configuration changes. Offered one-to-one support for team members and managers to drive continuous improvement.
• Identified key performance indicators and guided team members in refining procedures to improve outcomes

Hinduja Global Solutions (HGS) is a global leader in business process management (BPM) and optimizing customer experiences. With over four decades of experience and a presence in 13 countries, HGS provides comprehensive solutions in customer engagement, digital transformation, and back-office processing across industries such as healthcare, telecommunications, retail, and technology.

• Provided technical support to customers over the phone, email, and chat. Documented problems and solutions to train lower-level support on how to address technical issues.
• Worked on DSL, VPLS, MPLS, Ethernet, Fixed fiber technologies
• Ensured end to end support to our customers.
• Handled escalations from Level 1 to Level 4 (Director level)
• Conducted training sessions for users regarding application usage and functionality. Mastered new technologies and applied new skills in a fast-paced environment.
• Promoted as from Tier 1 to Tier 2 Network ops within 1.2 yrs.
• Awarded as "Hall Of Fame" by Management