Gurpreet Singh
Technical Support Manager
Pune
Summary
Results-driven technical professional with comprehensive experience in technical support and team leadership. Proven ability to manage complex technical issues, ensuring seamless operations and high customer satisfaction. Known for effective collaboration and adaptability in dynamic environments, leveraging expertise in troubleshooting and customer service excellence.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Technical Support Manager
Optiva India Technologies Pvt. Ltd.
10.2020 - Current
- Developed and implemented training initiatives for new hires.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Specialist Support
Optiva Technologies Pvt. Ltd.
10.2020 - Current
- Work on troubleshooting Optiva applications on OBP & TCB architecture.
- Discuss new ideas with Clients, plan and deliver solutions.
- Plan new changes and deliver it to customer on time.
- Build and deploy prototypes in customer environment.
- Document procedure and steps involved.
- Troubleshoot issue raised by Clients & provide solution to them.
- Discuss & escalate Client issues with RnD to prioritize fixes.
- Mentor & help team mates to grow and share knowledge sessions.
- Automate manual work using various technologies like: Excel, Unix & Python.
System Analyst
NETCRACKER TECHNOLOGIES
06.2019 - 09.2020
- Worked on multiple components of TOMS solution like, OE/OM, CIM, CIMB & CM etc.
- Analysis & troubleshooting of Java application related issues and escalate to internal team.
- Reproduce Production issues internally using WebServices (Soap UI).
- Leading cross KT session between teams and mentoring new resources.
- Project#2: COGECO, Canada (From Mar-2020 till Sept-2020)
- Project#1: GTD Chile (From June-2019 to Feb-2020)
- Streamed line multiple L2 process.
- Lead on-shore & off-shore calls and decide action owners.
- Automated report preparation to reduce time taken from 2 hours to 30 mins.
- Awarded as Outstanding Performer for July-2019 quarter.
Senior Analyst
ACCENTURE SOLUTIONS PVT. LTD.
10.2017 - 06.2019
- First point of contact to do feasibility on service requests raised by Client and provide timelines to launch the service request.
- Extract & share SQL reports requested by Client Business, Finance & Marketing team.
- Troubleshoot Voice & Data related issues and resolve within SLA.
- Share promotional ideas with Client to meet market challenges.
- Awarded Stewardship award (Jan-2019) for helping & supporting team members in various situations.
- Drove & completed initiatives to save manual effort and less time to market.
- Automated preparation of menu card MOPs to take less efforts and time saving.
- Post MOP execution backend verification steps for quality delivery and time saving.
Technical Support Expert
REDKNEE TECHNOLOGIES INDIA PVT. LTD.
02.2012 - 10.2017
- Hands on experience in working on TCB (Turnkey Converged Billing) solutions for different applications like: BSS/OSS, Voice, Rating & Charging, NGRC (Data) and SMSC.
- Help team members to restore System functionality for the emergencies raised by customer as quickly as possible making sure less impact to live traffic.
- Prepare MOP (Method Of Operation) for application upgrade & implementation.
- Execution of MOP in customer Lab and Production environment.
- OVERSEAS EXPERIENCE IN REDKNEE:
- TELECOM SERVICES OF TRINIDAD & TOBAGO (TSTT) (From 01st Dec 2014 to 31st July 2016)
- Worked as a Managed service team for TSTT taking care of all Operational, Promotional configuration and many other issues.
- Worked closely with TSTT Business team to identify Revenue leakage.
- Identification and correction of false/stale Rate Rules present in the system.
- Creation/setup of new Rate Structure for various plans/CRs launched by customer.
- Find out mismatch between Redknee and 3rd party applications.
- Provide ongoing support to Business/Marketing needs to ensure business needs are met.
- DIGICEL JAMAICA (From 30th Sept. 2013 to 31st Jan 2014)
- Provide technical assistant to customer on Redknee application related issues.
- Deploy & Test new builds released by RnD in Lab & in Production environments.
- Prepare test case to be executed before and after Production version upgrade.
VAS Engineer
ZTE TELECOM INDIA PVT. LTD.
08.2009 - 02.2012
- Managing and handling system operated on SMSC (Short message service center), UMS (Unified message service) and VSMS (Voice short message service) Services.
- Version upgrade and testing.
- Responsible for executing test cases in Live system and demonstration of system functionality to clear AT/UATs.
- Performed successful testing of preMNP and postMNP.
- Managing Web Pages of various applications offered to BSNL.
- Database operation and handling.
Education
B.Tech - Information Technology Engineering
Rayat Institute of Engineering & Information Technology
01.2005 - 01.2009
HSC - undefined
Govt. College Roopnagar
SSC - undefined
Govt. Sen. Sec. School, Kheri Salabat Pur
Skills
- Proficient in CAMEL protocol
- Proficient in DIAMETER protocol
- Experience with Google Cloud services
- Proficient in Java applications
- Skilled in SQL data analysis
- Proficient in SS7 signaling
- SIGTRAN protocol expertise
- Shell scripting expertise
- Skilled in Python development
- Web services integration
- UNIX operating system proficiency
Certification
ITIL 2011 Foundation Certification, 12/16
Personal Information
- Date of Birth: 03/29/88
- Nationality: Indian
- Marital Status: Married
Timeline
Technical Support Manager
Optiva India Technologies Pvt. Ltd.
10.2020 - Current
Specialist Support
Optiva Technologies Pvt. Ltd.
10.2020 - Current
System Analyst
NETCRACKER TECHNOLOGIES
06.2019 - 09.2020
Senior Analyst
ACCENTURE SOLUTIONS PVT. LTD.
10.2017 - 06.2019
Technical Support Expert
REDKNEE TECHNOLOGIES INDIA PVT. LTD.
02.2012 - 10.2017
VAS Engineer
ZTE TELECOM INDIA PVT. LTD.
08.2009 - 02.2012
B.Tech - Information Technology Engineering
Rayat Institute of Engineering & Information Technology
01.2005 - 01.2009
HSC - undefined
Govt. College Roopnagar
SSC - undefined
Govt. Sen. Sec. School, Kheri Salabat Pur
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