Hi, I’m
K Vijay Sen
Hyderabad
Summary
An accomplished IT professional skilled in enhancing team performance and business strategies, offering recommendations for continuous process improvement. Managed delivery functions, including defining the scope of implementation, adhering to delivery timelines, monitoring progress, and resolving customer issues. Possess extensive experience in handling multiple projects involving UC / CC / CX Platforms, Network / Digital Infrastructure with complex multi-vendor environments. Demonstrated years of success in analyzing organizational requirements, proposing business solutions that leverage the latest technologies, and establishing a future roadmap. Committed to achieving company objectives by meeting client needs, ensuring customer satisfaction, and fostering opportunities. Proficient in resource management, a reliable team player capable of training, mentoring, and leading team members to achieve specified results. Combined with Technical expertise with interpersonal skills to effectively engage with cross-functional teams, customers, and stakeholders.
Overview
27
years of professional experience
1
Certificate
Work History
Black Box LimitedHyderabad
AVP - Technical Services
05.2017 - Current
Job overview
- Managed and led a team of Technical experts across India responsible for resolving critical issues pertaining to Modern Workspaces, Network, and Digital Infrastructure solutions for Black Box customers.
- Managed escalations from regional team, serving as the sole contact for interfacing with the OEM and ensuring timely resolution of customer issues to meet high quality standards.
- Led the team at both technical and operational levels, ensuring skill readiness and identifying training needs.
- Built and managed cohesive teams aligned with company objectives, effectively motivating them to achieve business and individual goals.
- Provided necessary assistance in configuring demonstration systems for UC/CC, AV/MTR, and Network Infrastructure within the Customer Experience Center.
- Maintained regular communication with multiple OEM Partner Account Managers to ensure proper completion of certifications required for maintaining the highest partnership level as Co-Delivery Business Partner.
- Collaborated with OEM Services and Operations managers to prioritize and resolve escalated issues, ensuring appropriate engagement of SMEs and facilitating swift inter-team collaborations for customer satisfaction.
AGC Networks Ltd.Hyderabad
Senior Manager - Services
08.2009 - 05.2017
Job overview
- Effectively supervised a cross-functional group consisting of 15 core technical personnel across multiple regions, ensuring prompt resolution of critical issues regarding Voice Loggers & Dialers.
- Managed escalations from all regions and served as a single point of contact for customer and partner interface, ensuring timely resolutions with high quality standards.
- Led and inspired teams in meeting individual and organizational targets by effectively communicating corporate objectives.
- Took charge of leading the team, overseeing their skill readiness and addressing any training gaps.
- Spearheaded planning, design, and deployment of IT projects while ensuring adherence to compliance, quality, time, and cost parameters.
- Facilitated the smooth transition of client from Solutions Implementation to Service Support, in accordance with SLA guidelines.
- Contributed significantly in delivering POCs to prospective customers with full support.
- Assisted with the setup of Lab / Demo systems (Voice Loggers/Dialers) in Customer Experience Studio.
- Led the implementation and configuration process for Verint, NICE, Avaya CRQM, while also handling Aspect Voice Portal.
Wipro LimitedHyderabad
Technical Consultant
12.2006 - 08.2009
Job overview
- Actively interface with customers, partners, and internal stakeholders as the lead of VTSG segment to effectively address all level escalations within defined timelines while maintaining strict adherence to superior quality standards.
- Build client relationships by presenting products to prospects and clients, evoking confidence in technology infrastructure, and remove all technical objections in the sales cycle.
- Understanding their business model and provide them with out-of-the-box ideas and serve them enhance their business. Designing the solutions for the TDM/VoIP based Logger Solutions from Verint, Nortel Contact Recording, Cybertech and NICE Systems.
- Managed Team of 20+ L2/L3 Engineers across the regions.
- Provide Presales Support on Voice Loggers to Sales Teams from All the Regions in India.
Cosmocom Inc. (now Enghouse)New Delhi / New York
Systems Engineer
07.2006 - 12.2006
Job overview
- Implementation of the complete Cosmo Call Platform on the Servers and also providing the best possible support to the customer for smooth operations of the overall solution.
- Provide Presales Support to my Country Manager for a prospect. Understand the customer requirement and prepare the BoM of the server sizing, storage sizing for storing and archiving the media files with the best possible solution to the customer.
- Design and document the infrastructure solution for the client, including complex architecture design, product selection and budget estimation and also make a presentation of the same.
- Expertise in Planning and Designing, Implementation and Operation and Troubleshooting.
3D Networks Pte LimitedHyderabad
Project Manager
06.2004 - 07.2006
Job overview
- Managed all aspects of the IT requirements for the company including IT infrastructure planning, budgeting and designing technology roadmap for the BPO operations
- Designed & customized technology solutions according to customer requirements while handling a team of telecom specialists.
- Managed disaster recovery plan & development of operational procedures and process planning; Provided 24/7 support for LAN/WAN & Voice Networks.
Microsoft Global Technical Support CenterBangalore
Pre-Sales Support Engineer
10.2003 - 06.2004
Job overview
- Responsible to direct Microsoft Partner with pre-sales technical and non-technical (Licensing) resolutions for Microsoft products in supporting them and their customers. This assistance and support to the Partner enables them to offer competitive solution based on Microsoft products.
- Support Microsoft Partners in a manner that ensures the Partner are empowered with the information needed to make appropriate purchase decisions for themselves and their customers.
- Also in scope: assist in competitive analysis of third party products (Linux, Oracle, Sun and IBM) that could jeopardize sales of Microsoft products
Global Tele-Systems LimitedHyderabad
Solution Architect
01.2003 - 10.2003
Global Tele-Systems LimitedHyderabad
Network & Systems Engineer
07.2000 - 12.2002
Global Tele-Systems LimitedHyderabad
Client Services Coordinator
05.1997 - 06.2000
Education
Sikkim Manipal UniversityHyderabad, India
Master of Science from Telecom Technology
Osmania UniversityHyderabad, India
Bachelor of Science from Electronics
APTECHHyderabad, India
Higher Diploma in Software Engineering from Software Engineering
Skills
- Cross-Functional Collaboration
- Cross-Functional Team Leadership
- Cross-Functional Communication
- Operations Management
- Team Skill Development
- Decision Making
- Systems Design
- Client Engagement
- Partnership Development
- Stakeholder Communication
- Technical Project Management
- Client Relationship Management
- Requirements Gathering
- Escalation Management
Accomplishments
- Excellence Award from AGC Networks in 2014
- Outstanding Support Award from Nortel Networks in 2006
- Best New Product Support from 3D Networks Pte Ltd in 2005
- Excellence Award from GTL Limited in 2001
- Best Performer of the year 2000 in GTL Limited
- Best Performer of the year 1999 in GTL Limited
Timeline
AVP - Technical Services
Black Box Limited
05.2017 - Current
Senior Manager - Services
AGC Networks Ltd.
08.2009 - 05.2017
Technical Consultant
Wipro Limited
12.2006 - 08.2009
Systems Engineer
Cosmocom Inc. (now Enghouse)
07.2006 - 12.2006
Project Manager
3D Networks Pte Limited
06.2004 - 07.2006
Pre-Sales Support Engineer
Microsoft Global Technical Support Center
10.2003 - 06.2004
Solution Architect
Global Tele-Systems Limited
01.2003 - 10.2003
Network & Systems Engineer
Global Tele-Systems Limited
07.2000 - 12.2002
Client Services Coordinator
Global Tele-Systems Limited
05.1997 - 06.2000
Sikkim Manipal University
Master of Science from Telecom Technology
Osmania University
Bachelor of Science from Electronics
APTECH
Higher Diploma in Software Engineering from Software Engineering
Certification
- Microsoft Certified Technology Specialist
- Microsoft Teams Administrator
- Microsoft Azure Fundamentals
- Verint Certified Support Specialist
- Avaya Work Force Engagement
- Avaya Call Center Elite
- NICE Certified Professional
- EMC Proven Professional (Clariion)
- Nortel Certified Support Specialist
- Cisco Certified Network Associate (CCNA)
- ITIL Foundation
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Professional Development
- ITIL Foundation
- Microsoft Certified Technology Specialist
- Microsoft Teams Administrator
- Microsoft Azure Fundamentals
- Verint Certified Support Specialist
- Avaya Work Force Engagement
- Avaya Call Center Elite
- NICE Certified Professional
- EMC Proven Professional (Clariion)
- Nortel Certified Support Specialist
- Cisco Certified Network Associate (CCNA)
Technical Skills
Avaya Aura UC / CC 8.x / 10.x; Verint WFO / Avaya WFE 15.2; Juniper R&S, Security, MistAI; Cisco R&S, WebEx, Meraki WiFi; Microsoft Admin Center, Microsoft Teams Rooms (MTR); Microsoft Windows 2016 / 2019 / 2022; Microsoft SQL 2016 / 2019; Microsoft Azure Fundamentals; Zoom Phone, Zoom Rooms; AWS Fundamentals; VMWare Fundamentals, Genesys Cloud CX; Aspect Unified IP
Availability
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Work Preference
Work Type
Full TimeWork Location
On-SiteHybridRemoteImportant To Me
Work-life balanceFlexible work hoursCompany CultureCareer advancementTeam Building / Company RetreatsPersonal development programsSimilar Profiles
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