Edward Hipson Arumaidurai

• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Conducted regular reviews of operations and identified areas for improvement.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Support the delivery of High-Touch Technical Care.
• Escalation Management.
• AMC and HTEC Renewal Support.
• QBR review with the customer.
• Driving Product and Software Quality with Engineering.
• Drive Operational Excellence.
• CX point of contact for customer operations.
• Strong interlock with BU escalation, engineering team, TAC lead, technical support, and renewal team evaluated customer needs and feedback to drive product and service improvements.

• Built strong relationships with clients by engaging in regular communication, understanding their unique needs, and delivering tailored support options.
• Promoted an environment focused on exceptional customer service, leading to increased client satisfaction.
• Managed cross-functional teams to ensure seamless coordination of high touch support services for clients.
• Acted as a liaison between clients and internal teams to resolve complex issues quickly and efficiently, resulting in improved client relationships and repeat business.
• Reduced client escalations by proactively addressing potential issues and maintaining strong communication channels.
• Support of AMC & HTEC renewal for 350 Cr each year.
• Interlocks with HTTS, BU escalation, engineering team for SW issues, and HW BU for HW issues.
• Getting the fix made available by Enhancement for HW quality and SW quality, as per the customer services requirement.
• Engages all appropriate Cisco teams - HTTS, BU escalation, and engineering on critical escalations and gets to the.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.
• Monitored project performance to identify areas of improvement and make adjustments.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Lead end-to-end delivery of 100G deployment in the IP/MPLS network for one of the largest networks.
• Program management for the 5.3.4 / 5.3.2 Image for ASR9K from the release of the 5.3.2 Image until deployment in the field.
• Audit and remediation of core network (ASR 9K and Nexus nodes).
• Acceptance test for PAN India Core Nodes involving Convergence and Services testing.
  Drive critical operation issues for resolution, which come up during the deployment in operational nodes.
• Drive the AS/CX team, operation team, and BU team to get the solution for the issues.
  Tools: Cisco EPNM and DCNM, managing more than 230K nodes of IP MPLS and data center nodes.
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• Implemented and developed operational standards, policies and procedures.
• Held monthly meetings to create business plans and workshops to drive successful business.
• Project management of pan-India IP projects (CEN, FLDS, security, NMS).
  Lead the end-to-end delivery of large-scale IP projects.
  Work with cross-functional teams for all initiatives on the approved business case.
  Providing corporate guidelines to all the Circle Project Team.
  Vendor management and providing RFP requirements for project deployment and for smooth operations.

• Provided exceptional customer support, resolving complex technical issues with effective communication skills.
• Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.

Escalation Engineer in the GSR Business Unit.

Working closely with Cisco's customers, like Sprint, Verizon, and AT&T, to address the CAP cases and P1 cases for issues in the GSR platform.
Reproducing the customer-reported issues and coordinating with the Development Engineering Team to fix them.
Testing the fixes done by the DE team in the lab before the image is released.
Come up with a customer-based test environment based on their deployment and combination of the configuration, specific to the customer. Perform the different kinds of testing (stress, scale test) manually.
• CAP award in GSR BU for handling the critical issues.

Working in the capacity of handling technical queries and problems associated with various ISP customer accounts, as well as other primary Enterprise and Banking customer accounts.

Network implementation and technical consultancies provide inputs and evaluate products according to customer requirements to enhance network performance.

Working in the capacity of handling technical queries and problems associated with various ISP customer accounts, as well as other primary Enterprise and Banking customer accounts.

Network implementation and technical consultancies provide inputs and evaluate products according to customer requirements to enhance network performance.

Company Overview: Partech Systems is the franchisee of Hughes Escorts Communications Ltd, which operates in India and is the biggest VSAT service provider in the country.
Worked as a customer support engineer in various roles, including VSAT operations, site survey, installation, and maintenance of VSAT equipment across different states.
Management of the VSAT network for RIL, having SCPC PAMA technology.
• Award: Appreciation received from HECL's MD for making the VSAT network operational during extremely bad weather, including a cyclone, at Reliance Jamnagar.