Nilesh Singh
Technical Management Professional
Kolkata
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure Sr. Technical Support Specialist position. Ready to help team achieve company goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Technical Management Professional
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.
Senior Service Reliability Engineer
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).
Change Manager
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.
System Administrator
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
Education
Bachelor of Technology - Electrical Engineering
07.2008 - 07.2012
Skills
Technical data management
Technical Support Management
Technical Operations Management
Diagnostic services
Engineering support
Service team support
Certification
ITIL V3
Timeline
Technical Management Professional - British Telecom
05.2022 - Current
Senior Service Reliability Engineer - British Telecom
05.2018 - 04.2022
Change Manager - British Telecom, Tata Consultancy Services
07.2015 - 05.2018
System Administrator - Tata Consultancy Services
08.2012 - 06.2015
Kalinga Institute of Industrial Technology - Bachelor of Technology, Electrical Engineering
07.2008 - 07.2012