Parvez Alam
Mumbai
Summary
Accomplished Customer Service Manager at Orange Business Services, I've led digital transformation initiatives, enhancing customer satisfaction and service quality.
Expert in networking technologies and adept in leadership, my proactive approach resulted in significant operational improvements.
Skilled in communication, I successfully managed key accounts like British American Tobacco, driving growth and fostering strong relationships.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Orange Business Services
Mumbai
11.2018 - Current
- Orange is global provider of digital and communications services.
- Managed a diverse portfolio including connectivity, cloud and hosting services.
- Enabled businesses to optimize digital transformation through inventive solutions.
- Operated across more than 200 countries and territories.
- Developed strong client partnerships through customer-focused strategies.
- Ensured optimal performance of Orange Business Services for assigned customer British American Tobacco.
- Act as the main communication link for BAT in escalating service and network issues.
- Enhanced customer engagement through strategic growth solutions.
- Enhanced sales by working with the account team to offer more Service Management solutions.
- Conducts regular service review meetings with clients.
- Conducted weekly, monthly, and annual meetings.
- Validated configuration script to guarantee successful network changes on first attempt.
- Managed access requests in adherence to compliance protocols for SIP, JIRA, BAT, Snow, and Tacacs.
- Represented Orange in the BAT Global Network Audit, ensuring documentation and completion of all assigned tasks.
- Developed and implemented strategies for providing an excellent customer service experience for BAT, Visa, State Bank of India, Colgate, and various other customers.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
Senior Network Engineer /CTS2 Level
Orange Business Services
04.2009 - 10.2018
- Working as Senior Network Engineer/ CTS Level-2 for providing proactive support to global customers
- Take a lead role in implementing various operational improvement activities across Service Operations
- Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation)
- Subject Matter Expert for Network Issues for customers such as American Airlines, Emirates and Qatar Airways
- Active Participation in service review calls with customer service manager’s and implement relevant action points for customer (American Airlines, Emirates and Qatar Airways)
- Managing globally located clients for Network design, implementation, and support
- Remote network support for all kinds of day-to-day issues in network to keep network up and running with maximum SLA
- Troubleshooting customer network for VPN, MPLS-VPN related issues
- Coordination with carrier relationship management team in the region to highlight and address service level issues faced by the Service Operation team
- Coordination with internal teams for problems related to Orange backbone Network
- Provision and troubleshooting of last mile connectivity to customer using Cisco routers, Switches, Nortel passports, DPNs etc
- Working on CRM Tools like Clarify, Oceane and Service Now
- Participate in new staff development activities [preparing checklist, operational documents, etc]
- Managing and directing the Field engineers, Internal Teams, Vendors and Telecom Service Providers to adequately test and resolve the faults
Network Support Engineer
Business link India PVT.LTD
Mumbai
11.2007 - 03.2009
- Coordinate software upgrades and database backups
- Troubleshoot network problems and outages
- Monitored LAN and maintained operation
- Knowledge of core and access switches
- Creation/deletion of domain users
- Handling Citrix servers and their respective remote Applications
Network Technician
Altasoft Computers PVT.LTD
Andheri, Mumbai
04.2001 - 03.2003
- Handling the computer problem, repairing & troubleshooting
- Maintained networks
- Installed upgraded software and hardware
- Interaction with Customer to solve network related queries
Education
T.Y.B.SC IT -
Techno Global University
Shillong, India01.2013
12TH (H.S.C) -
Wilson College
Mumbai, India01.1997
10TH (S.S.C) -
Purushotham High school
Mumbai, India01.1995
Skills
- Customer service excellence
- Leadership
- Communication skills
- Problem solving
- Technical knowledge
- Time management
- Analytics and reporting
- Change management
- Networking technologies
- Platforms
- Software
- Network Equipment's
Certification
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Network Professional (CCNP – Routing & Switching)
- ITILV4 Foundation
- PMP Certification Training
Technology overview
LAN, WAN, VPN, MPLS, SDWAN, Windows 10, Meraki Dashboard, Oceane, Service Now, JIRA, SIP, PUTTY, Microsoft Exchange 365, Power BI, BMC Remedy, SolarWinds, Microsoft Office Suite, SAP, Cisco networking equipment, Juniper, Palo Alto Networks firewalls, Riverbed, Fortinet security appliances
Projects handled
- Back to Basics – Incident management (Kaizan Methodology)
- Access Optimization – Network
- Bat Jira Development – Agile Methodology
Place
Mumbai, Maharashtra
Emailaddresses
- Parvez.alamm@yahoo.com
- Alamparvez79@gmail.com
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
Playing Chess
Activities
- Involve in Social Work through Rotaract Club of Mumbai, Vice President in the year 04/05.
- Played Chess for Inter College and State Level.
- CSR Activity – Water for all.
Personal Information
- Father's Name: Khurshid Alam
- Mother's Name: Zainab Alam
- Date of Birth: 09/22/79
- Marital Status: Married
Timeline
Customer Service Manager
Orange Business Services
11.2018 - Current
Senior Network Engineer /CTS2 Level
Orange Business Services
04.2009 - 10.2018
Network Support Engineer
Business link India PVT.LTD
11.2007 - 03.2009
Network Technician
Altasoft Computers PVT.LTD
04.2001 - 03.2003
T.Y.B.SC IT -
Techno Global University
12TH (H.S.C) -
Wilson College
10TH (S.S.C) -
Purushotham High school
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