Praveen N
Bengaluru
Summary
Experienced in leading customer service teams to deliver top-notch support and enhance customer satisfaction. Excel at resolving complex issues and fostering positive relationships with clients. Demonstrated ability to streamline processes and drive team performance for optimal results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
MANAGER - NETWORK OPERATIONS
GTT
Pune
02.2022 - 05.2025
- Streamlined communication channels between customer service and sales teams, increasing cross-departmental collaboration and efficiency.
- Led regular team meetings to discuss performance metrics, share best practices, and set goals for improvement.
- Introduced a customer feedback system, leading to a 20% increase in customer satisfaction ratings within the first year.
- Monitored and managed team performance against set KPIs, providing coaching and support where necessary to meet targets.
- Prepared detailed reports on customer service activities and outcomes for senior management, highlighting successes and areas for improvement.
- Collaborated swiftly with other departments to resolve customer issues, enhancing interdepartmental relationships and efficiency.
- Conducted quarterly customer service audits to ensure compliance with company standards and regulatory requirements.
- Developed and implemented customer service policies to improve client satisfaction and streamline processes.
- Delegated work and priorities based on staff strengths to maintain highly productive operations.
- Collaborated with third-party vendors to enhance customer experience.
- Identified ongoing issues and implemented solutions to maintain optimum service levels.
- Audited work and customer service processes to identify improvement areas.
NOC SUPERVISOR
GTT
Pune
12.2019 - 02.2022
- Supervised a team of 15, delegating tasks and monitoring performance to meet project deadlines.
- Coordinated with other departments to streamline processes and improve overall efficiency.
- Resolved customer complaints swiftly, turning negative experiences into positive outcomes.
- Assisted in the recruitment and training of new staff members, building a strong, efficient team.
- Managed shift rotas and holiday schedules, maintaining optimal staffing levels at all times.
- Conducted regular performance reviews, providing constructive feedback to promote employee development.
- Organized staff meetings to discuss targets, celebrate achievements, and address concerns.
- Developed and implemented operational procedures, significantly improving workflow and productivity.
- Coordinated training and mentoring for team members, maintaining skilled and well-performing groups.
NETWORK TECHNICIAN TIER 2
GTT
Pune
04.2018 - 12.2019
- Provided technical support and training to staff on network usage, helping to optimize workflow and reduce user issues.
- Monitored network performance, identified bottlenecks, and implemented enhancements to improve speed and reliability.
- Installed and configured network hardware, including routers, switches, and firewalls, to support company operations.
- Troubleshot and resolved network issues, minimizing downtime and maintaining productivity across all departments.
- Facilitated seamless network integration during mergers and acquisitions, ensuring continuity of operations and minimal disruption.
- Led network upgrade projects, including hardware and software updates, to keep technology current and operational.
- Coordinated with vendors and service providers to negotiate contracts and resolve any service-related issues promptly.
- Trained and supported new and junior Network Technicians to promote team productivity.
SENIOR CONSULTANT - TECHNICAL SUPPORT
Hinduja Global Solutions
Bangalore
03.2015 - 03.2018
- Started as a CSR, handling inbound calls from partners reporting issues with DSL circuits (e.g. line faults).
- I perform remote troubleshooting with customers' or partners' technology to resolve issues over the phone, helping to eliminate the need to send a technician to the location and delay the customer's resolution.
- After completing one year as a CSR, I was up-skilled to work on high-capacity circuits like Telextend, EOC, Asymmetric Ethernet, and Single End User NOC.
- During my third year, I was handpicked to work for Service Assurance Tier 2.
- My core responsibility as SAT2 is to own the tickets and ensure the service is restored as per the Service Level Agreement.
- I also handled escalation calls, direct end-user calls, and client escalation emails.
- Diagnosed and resolved complex network problems.
- Contacted manufacturers and vendors for warranty repairs and replacements.
- Configured network equipment for installations, performed lifecycle refreshes, and performed post-installation testing for turnkey services.
- Analyzed network traffic patterns to recommend improvements for capacity planning and performance optimization.
- Participated in on-call rotation, providing round-the-clock support to address critical network outages and issues.
TEMPORARY TRAINEE
TVS Sundaram Clayton Ltd
Chennai
04.2013 - 04.2014
TRAINEE TECHNICIAN
Cauvery Ford
Bangalore
04.2011 - 10.2011
Education
Diploma - Automobile Engineering
Acharya Polytechnic
Bangalore, Karnataka05.2011
Skills
- Supervisory experience
- Process improvement
- Performance monitoring
- Production reporting
- Operational support
- Bookkeeping
- Time management
- MS Excel
- Network troubleshooting
- Technical expertise
- Networking hardware configuration
- Hardware installation
- Network support and configuration
- Networking protocols: MPLS, BGP, OSPF, EIGRP, RSTP/MSTP, VLANs
- Cisco ASR 1000/9000 and Juniper MX/EX-Series
Certification
- JNCIA-Junos (Certified) - Dec 2019 to Dec 2022
- CCNP – Advanced routing (BGP, OSPF), switching (RSTP/MSTP)
- CCNA – Cisco networking fundamentals, VLANs, troubleshooting
Personal Information
- Father's Name: P. Neethi Mohan (Late)
- Mother's Name: M. Mageswari
- Date of Birth: 03/10/91
- Nationality: Indian
- Marital Status: Single
Timeline
MANAGER - NETWORK OPERATIONS
GTT
02.2022 - 05.2025
NOC SUPERVISOR
GTT
12.2019 - 02.2022
NETWORK TECHNICIAN TIER 2
GTT
04.2018 - 12.2019
SENIOR CONSULTANT - TECHNICAL SUPPORT
Hinduja Global Solutions
03.2015 - 03.2018
TEMPORARY TRAINEE
TVS Sundaram Clayton Ltd
04.2013 - 04.2014
TRAINEE TECHNICIAN
Cauvery Ford
04.2011 - 10.2011
Diploma - Automobile Engineering
Acharya Polytechnic
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