Chandrashekhar B M

• Overall, 17+ years of experience in Software Industry with 5 Years of People Management, Technical Manager and Customer Success Management role 5 Years of Sr Lead role and 7 years of engineer role. 14 years in Telecom Domain including Quality Assurance/Manual Testing of NMS/EMS applications for NORTEL & ERICSSON And with 1 year in INTEL graphics validation. Dialer (Unified IP, Advanced list management), IVR, Voxeo, VIA, Verify, Work Force Management (WFM), Advance Quality Management (AQM) and CXP/Prophecy cloud product support in Aspect/Alvaria Software. Idea on Amazon Cloud, Azure and Private cloud
• Handling critical cases and escalations. Managing teams with mentoring them to work on floor with confidence. Coordination with the R&D team for defect fixes. Owning customer accounts and controlling production escalation. Key focuses on root cause analysis for outages with support team and CPN for cloud outages. Working with an Implementation team for new deployments. Proficiency in Organizing the tasks, tracking issues, and providing regular updates to customer.
• Have regular meetings with R&D to understand the progress on ongoing defects and make sure regular updates are circulated to customers through the support team.
• Work Closely with Account Executives and Customer as a bridge to help in providing monthly status reports. Understand new customer requirements and make sure necessary license requests/ upgrades are processed on a needy basis. Will be Part of Severity 1 outage calls and make sure the issue is handled gracefully.
• Weekly meetings with R&D team to validate Defect progress and to check any new code changes happening in product for future release.
• Handling Team in Manila (Philippines) and Bangalore as we landed up merger of 2 companies. Employees report to me both from Manila and Bangalore across 3 shifts. Taking care of rostering, Training, handling day-to-day escalations.
• Own customers as part of Customer success accounts from APAC EA and NA region (Premise and cloud). Covering major EST time Shift (4 PM to 2 AM IST)
• Own Verify product support of payment gateway for Customers like Lloyds Bank, Virgin Money, Barclays, and Citibank. (UK region). CXP prophecy (NA region), WFM (APAC region)
• Data Captured on Salesforce for cases and reports. Jira for Defects tracking and Confluence page for more information about product.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Improved marketing to attract new customers and promote business.
• Cross-trained existing employees to maximize team agility and performance.
• Developed and maintained relationships with customers and suppliers through account development.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.

• Enhanced software functionality by identifying and resolving complex technical issues.
• Mentored junior developers, fostering professional growth and enhancing team productivity.
• Delivered exceptional customer service by maintaining regular communication with clients throughout the support process.
• As the Tier 2 engineer, the project involves OSS-RC performance L2/L3 support. Troubleshooting production live tickets reported by customers across the globe. Linux Operating System and Windows OS were used for application deployment/troubleshooting. Basically, issues related to 2G,3G and 4G network related issues correspond to OSS product. (FCAPS)
• Ensured timely escalations when needed by closely monitoring case progressions.
• Enhanced customer satisfaction by promptly addressing and resolving complex technical issues.

• Established strong working relationships with clients to ensure clear communication of expectations and requirements throughout the project lifecycle.
• Identified potential risks early in the process, allowing proactive mitigation measures to prevent delays or setbacks.

Ø WTES - Wipro Test Environment Services is an emerging practice which will help us to manage the Test Environment at an enterprise level.

Ø Intel Graphics driver validation and Quality Assurance on different CPU chipsets, Intel graphics driver Quality Assurance on various Operating systems and various CPU chip-setting boards. Operating System(s) Windows 2003 Server, Windows Vista, Windows-XP Skills.

Ø Worked on CUI component which mainly focuses on graphics pixel Resolution, refresh rate, angle rotation of the display. Bios flashing prior to display connect.Tested on soft bios features mainly hot plug, unplug of output devices. Tested component Vbios which mainly focuses on graphics Implementations in CMOS settings of bios, Standby hibernate of system. Tested miniport component which focuses on angle rotation S3 (Standby), S4 (Hibernate) And S5 (restart). I tested audio and video functionality in graphics drivers.

Ø Active participation in Release 6.0 for Nortel by handling/Quality Assurance two features (telephony manager and OAM), Telephony Inbound/Outbound, SIP proxy. Responsible for Working on Sanity Quality Assurance/Functional Testing/Application Testing for Nortel PBX which involves Call processing such as call forwarding, conference, IP-IP, TDM-TDM, SIP, and H323 calls. ESET Automation tool.

Trained new team members and imparted functional knowledge to them. Having good exposure to software development life cycle and Quality Assurance related processes