Pooja Barua
Training Planning & Scheduling Professional
GURUGRAM
Summary
BUSINESS PROFILE Training learning & development (Planning and scheduling professional is current role, previous Service Operations Manager, certified CCNA, CCNP, ITILv3 Foundation, Six Sigma, DevOps, Prince 2 Agile foundation & practitioner with total 15years of experience which is majority of early 9+ years of experience in managing Global Network Clients.
Currently working as a global training planning & scheduling, responsible for end to end to training planning from scratch till delivery, involved in stakeholder management, working closely with trainers, business critical project deliveries with proper time management. Involved in negotiation with the vendors, procuring right skills. stakeholders, sense of operational risk & prioritizing business requirement. Yearly budget forecast & mindful usage of training budget, cost avoidance with available learning resources, providing cost effective & quality trainings at the same time.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Training Planning & Scheduling Professional
British Telecom
Gurgaon
01.2018 - Current
- I am responsible for the Global Training requirement (technical & non technical business skills) planning for 7000+ employees, making sure that all operational tasks are done on time and carried out to the highest standards Responsible for facilitating regular meetings to ensure adequate channels of communication between trainers, vendors & stakeholders
- Coordinated and prioritized required training courses for employees & stakeholders
- Directed training programs and development pathways for managers and supervisors.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Research and assigned instructors & vendors to conduct specific training programs.
- Work on yearly training budget, capture the training demand, maintain monthly spend & forecast tracker for better planning.
- Developed surveys & yearly demand capture to identify training needs based on projected production processes and changes.
- Implemented new learning strategies depending upon employees' skill levels.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Alternated training methods liked digital learning to diversify instruction, strengthen learning opportunities, and enhance program success.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Trained new hires to perform cross-training exercises with experienced workers.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Conduct research and analysis of learning needs of employees to develop targeted training programs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Analyzed problems and worked with teams to develop solutions.
- Participated in workshops and presentations related to projects to gain knowledge.
- Facilitated successful completion of training delivery projects from creation to launch.
- Maintained accurate records and documentation of training projects to inform stakeholders of progress and delivery updates.
- Developed and maintained relationships with key internal stakeholders, leadership teams & directors.
- Frequently inspected production area to verify proper equipment operation.
- Educated staff on organizational mission and goals to help employees achieve success.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of trainings and materials.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Devised and implemented processes and procedures to streamline operations.
- Gathered, organized and input information into digital database.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated trainer performance and provided coaching to address inefficiencies.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Monitored and evaluated training performance to determine quality and cohesiveness.
Operations manager
BT Eserv Pvt LTD
09.2015 - 12.2017
- In charge of making sure that all operational tasks are done on time and carried out to the highest standards Responsible for facilitating regular team meetings to ensure adequate channels of communication between Managers and front line sales and office staff
- Expertise in planning, executing and spearheading IT infrastructure and support projects
- Distinguished abilities in end-to-end process management mainly in areas of Service Operations, and supporting end users
- Exposure of working with clients from different geographies and culture across globe
- Executed transitioning of support for two BT accounts from UK & US as Team manager
- Significantly handled a team of 15+ resources
- On boarding all agreed network devices to be uploaded on newly deployed tools and in sync
- Regular review meetings with Service delivery team before project starts
- Inventory management & regular coordination with Asset Management Team
- Ensuring continuous interaction with other NOC teams as Service improvement initiatives
- Handling client escalations and mentoring & coordinating for new requirements in monitoring / reporting
- Accountable for hiring, performance reviews, employee satisfaction & retention and optimizing resource utilization
- Effectively handling of reporting, documentation and organized discussion meetings
- Helping Data / Security Operations team in various Networks troubleshooting with the help of tools and reporting
- Process creation to achieve Quality services and Modifications in existing processes to avoid escalations
- Ownership of resource planning and management along with developing their skills
- Possess extensive knowledge in Networking that includes troubleshooting and monitoring of LAN & WAN
- Worked with virtual, physical, onshore & offshore teams (Onsite and Remote Infrastructure Management)
- Capable of providing guidance, leadership and development to team in accordance with specified program objectives
- Exceptional communication, presentation, reporting, documentation & mentoring skills with distinguished abilities in leading teams for developing business continuity plans, procedures and service standards for business excellence.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced operational risks while organizing data to forecast performance trends.
Technical Support Engineer
Visa,DHL,CLSA,Standard Chartered
04.2013 - 09.2015
- n the earlier tenure in BT, was involved in the transition of VISA EMEA project from UK leavesden to Gurgaon. Handled EMEA Global Client VISA , DHL for 1+ years Moving forward I was promoted to SME , supported transition of two APAC financial contracts from TECHM [CLSA & Standard Chartered Bank] Post was promoted as Operations Manager.
- BT is one of the world’s leading telecommunications services companies, serving the needs of customers in the UK and in more than 170 countries worldwide., with multiple financial customer’s as VISA Europe, Standard chartered &, securities Asia
- Monitoring of customer router, switches, managed LAN devices
- Performing technical troubleshooting customer’s WAN, Service support for MPLS, GRE, Voice, ISDN, DSL, Internet, IPLC
- Troubleshooting managed LAN services as well on products switches, Riverbed, IPANEMA, Cisco IPT phones
- Coordination with multiple vendors for media testing point to point to diagnose the fault
- Involving vendors and internal management in critical escalations to meet the SLA
- Engaged in planned Events to Troubleshoot Router Faults & Preventive Maintenance
- Keep track of Installation / Configuration changes for all the routers and Wan equipment’s
- Taking Daily incident review call with customer for discussion on ongoing incidents which lead to a smooth function of operations
- Responsible for providing RCA for major outage
- Knowledge Transfer
- Provided tools and process training to new team members
- Simultaneously taking care of the Quality of the incidents, training the team about the measures to be taken to improve the ticket quality and deliver a high standard of customer service
- Being recognized for the work in form of many appreciations from customer and management.
Service Desk Specialist
Orange Business Services
Gurgaon
01.2011 - 04.2013
- To provide level 2 support and to ensure a professional and consistent delivery of quality service to Orange Business services customers and achievement of operational targets
- To provide a professional first technical point of contact for the customer and third party vendors
- Diagnose fault-related incidents by effectively utilizing troubleshooting software and other network/product utility programs
- Troubleshooting IP-VPN, DSL, Metro Ethernet and MPLS circuits on cisco configured devices
- Provide updates as needed to the customer in order to meet performance objectives
- To ensure incidents are allocated to the most appropriate part of the incident flow process
- To perform technical escalations in line with company procedure
- To monitor systems, customer networks and products, and deal with alerts and events as appropriate
- To liaise and refer issues to correct/relevant entities e.g
- Other service desks, Providers, Third Line support and other Vendors as appropriate
- Document all troubleshooting and incident management actions via the electronic incident management system
- To undertake any other reasonable task as assigned.
Engineer
TULIP TELECOM LTD
New Delhi
11.2008 - 12.2010
- Service Assurance (L2) in National Data NOC
- Job Profile
- Controlling, Managing and instructing the Support Engineers
- Troubleshooting MPLS VPN with or without VRF using Cisco Configured and maintained VLAN Tagging on Catalyst Switches & RF devices
- Configuring and troubleshooting Routing Protocols like OSPF, EIGRP etc
- Helping client in solving day to day issues like, link down, Internet issue and application issues etc
- Providing service assurance to customers by proper monitoring, timely troubleshooting and coordination
- Various coordination between Support engineers, Support Managers, Project Managers, NOC managers and with customer IT heads by timely escalation
- Managing escalations of clients for any major issue or any downtime
- Coordinating with outside vendors to ensure that new equipment is successfully installed
- Configuration, troubleshooting & maintenance of RF point to point and point to multipoint links.
Education
CCNA Certified [CISCO ID-CSCO11719690] / CCNP (Routing) Certified -
Certification
01.2010 - 01.2011
Bachelor of Science - Electronics And Telecommunications
Btech
04.2004 - 04.2008
Skills Learning -
Six Sigma, Prince2 Foundation & Practitioner
04.2001 -
Skills
Good sense of responsibilityComprehensive problem solving abilitiesConfident, patient & polite when dealing with difficult situations in handling customer escalations
People management skills
Significant exposure in handling network problemsExcellent understanding of networking fundamentalsPossessing a positive ‘can do’ attitude, with a strong focus on getting resultsTechnical SkillsCCNA, CCNP, ITIL Product Knowledge (One Voice, MPLS,GRE, LAN, Riverbed, Internet, DSL,ISDN, CISCO, IPLC , ISDN, IPT/ Voice / Riverbed/ IPANEMA)
Stakeholder management
Analytical and Critical Thinking
Vendor, supplier management, procurement
Planning and Reporting management
Timeline
Training Planning & Scheduling Professional
British Telecom
01.2018 - Current
Operations manager
BT Eserv Pvt LTD
09.2015 - 12.2017
Technical Support Engineer
Visa,DHL,CLSA,Standard Chartered
04.2013 - 09.2015
Service Desk Specialist
Orange Business Services
01.2011 - 04.2013
CCNA Certified [CISCO ID-CSCO11719690] / CCNP (Routing) Certified -
Certification
01.2010 - 01.2011
Engineer
TULIP TELECOM LTD
11.2008 - 12.2010
Bachelor of Science - Electronics And Telecommunications
Btech
04.2004 - 04.2008
Skills Learning -
Six Sigma, Prince2 Foundation & Practitioner
04.2001 -