Nilesh Singh

Work History

British Telecom

Kolkata

05.2022 - Current

Have a total experience of 11 years which is a mix of network support domain (data, voice & security) and service management More than 5 years of experience in handling change management for network domain In-depth knowledge of the ITIL processes such as change, problem and incident management.
I have experience in maintaining virtual server environment, storage solutions, backup solutions and physical servers in data center.
Completed paperwork, recognizing discrepancies and promptly addressing for resolution of various issues related to virtual servers.
I have worked on VMware, Windows servers, HPE 3PAR storage solutions, HP Server Automation patching tool, Commvault backup solutions, Nuance voice biometrics solutions, Verint call recording solution, Avaya call managers, Cisco switches and CheckPoint firewalls.
Demonstrated creativity and resourcefulness through development of innovative solutions.
Worked effectively in fast-paced environments.
Paid attention to detail while completing assignments.
Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

British Telecom

Kolkata

05.2018 - 04.2022

Providing technical solutions to customer regarding Contact Centre Telephony
Proven ability to learn quickly and adapt to new situations.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Developed strong communication and organizational skills through working on group projects.
Worked flexible hours across night, weekend and holiday shifts.
Designing changes along with their risk and impact analysis and getting them approved in CAB
Customer coordination and Communication.
Handling escalations and ensuring customer satisfaction.
Making sure documents are up to date for team, such as SOP.
Managing Service Level Agreements (SLAs).

British Telecom, Tata Consultancy Services

07.2015 - 05.2018

Worked as Change Manager and took care of all Change Requests
Providing Service Improvement Plans
Generating team level customer deliverable reports
Worked with tool development team for new tool for change management
With help of continuous improvement improved change management process
Taking care of change management process for network team
Built support for change throughout business unit through direct outreach strategies.
Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.

Tata Consultancy Services

Chennai

08.2012 - 06.2015

Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Established network specifications and analyzed workflow, access, information and security requirements.
Introduced management tools to create and manage virtual server computing environment.
Implemented corrective plans of action for network availability and latency.
Monitoring all the network devices in the infrastructure
Troubleshooting any issues related to the security/data network devices
Running periodic health checks of the network devices
Queue Monitoring
Generating team level customer deliverable reports
Taking care of change management process for network team