Punit Nayal
Ghaziabad,UP
Summary
Dynamic and proactive problem manager with a solid background in identifying, analyzing, and resolving complex issues within IT environments. Leveraging extensive technical expertise and strategic thinking to drive efficiency, mitigate risks, and optimize system performance. Adept at leading cross-functional teams and implementing proactive solutions to ensure minimal disruption to operations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Problem Management Professional – Philips Electronics Nederland B.V.
British Telecom
12.2023 - Current
- Company Overview: BT Group UK
- Issue Identification: Utilize keen analytical skills to identify and classify problems within IT systems and infrastructure
- Root Cause Analysis: Conduct thorough root cause analysis to determine the underlying reasons for issues and develop effective strategies for resolution
- Risk Mitigation: Proactively assess potential risks associated with identified problems and develop mitigation plans to minimize impact on operations
- Collaborative Problem Solving: Lead cross-functional teams in brainstorming sessions and collaborative problem-solving efforts to address complex issues efficiently
- Process Improvement: Identify opportunities for process improvement based on recurring problems and implement changes to prevent future occurrences
- Communication and Documentation: Communicate effectively with stakeholders at all levels, providing regular updates on problem resolution progress
- Maintain comprehensive documentation of all problem management activities for future reference
Technical Delivery Professional – Credit Suisse (Now Union Bank of Switzerland)
British Telecom
08.2022 - 11.2023
- Company Overview: BT Group UK
- Handling voice incidents for One Cloud Cisco (OCC), Sonus SBC, Oracle SBC, and Cisco VGs
- Upgrading Sonus and Oracle SBCs according to the boilerplate provided by Credit Suisse
- Engaging with TAC and Telco vendors
- Supporting voice migration projects for various branches across all regions
- Assisting in governing IT service improvement programs
- Establishing, monitoring, maturing, and reporting on Service Level Targets (SLTs) and Key Performance Indicators (KPIs) across various aspects of service management.
Incident Management Professional (Lloyds Banking Group)
British Telecom
07.2020 - 07.2022
- Company Overview: BT Group UK
- Act as the first point of contact for escalations
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operations
- Monitor team performance and report on metrics
- Motivate team members
- Identify training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking
- Suggest and organize team-building activities
Incident Management-L2 Voice (Lloyds Banking Group)
British Telecom
07.2017 - 07.2020
- Company Overview: BT Group UK
- Lead the handling of Cisco Hosted Collaboration Solution (HCS) and Avaya Contact Center Telephony
- Provide support to users globally using Cisco Call Manager 7.1/8.5 and Cisco Unity 7.1/8.5
- Work with Verint Call Recording solutions, including Impact360, Enterprise Manager, and call retrieval
- Have good knowledge of Storage Area Networks, VMware, and Microsoft applications
- Manage day-to-day client and internal service requests and document all services performed
- Have good knowledge of Avaya CM, Multisite Administration, CMS, AES, and Aura
- Raise T1 CAFs for changes to be made in the production environment
L1 Incident Management Voice Analyst (Lloyds Banking Group)
British Telecom
05.2016 - 07.2017
- Company Overview: BT Group UK
- Perform moves, additions, changes, and deletions (MACDs)
- Update and close tickets, document ticket information, and track issues to completion
- Understand configuring Avaya stations, user IDs, T1/E1 configurations, basic troubleshooting, and call flow vectoring
- Manage and maintain analog fax lines, voicemails, hunt groups, dial plans, auto attendants, phone setups, DDIs, PSTN, faxes, and alarms/alerts
- Possess basic knowledge of databases (SQL Server 2005/2008) and SQL queries
System Engineer
Tech Mahindra Limited
01.2015 - 05.2016
- Handle escalated Voice/VoIP incidents
- Troubleshoot call routing issues, phone registration problems, extension mobility issues, pickup group issues, and hunt group issues on CUCM
- Configure and troubleshoot all features on Cisco Unified Call Manager
- Troubleshoot issues on Cisco switches and routers, such as no Ethernet connection, no power on phones, or phones showing 'configuring IP.'
- Check configurations for LAN switch ports and change configurations under a change request if required
- Manage scope changes for tasks such as rebooting servers, swapping out hardware, and creating disk space on voice recording servers
- Raise T1 CAFs for changes to be made in the production environment
- Manage multi-cluster environments using BVSM/VOSS and CUCM
- Interact with end users to resolve complex issues
- Handle IP phone registration
- Chair conference calls with participants including 3rd-line teams, clients, and third parties
- Implement voice service requests within SLA
- Configure and troubleshoot Call Manager features such as Extension Mobility, Call Park, Call Pickup, and Hunt Group
Network Support Engineer
Innovaxis Technologies
08.2008 - 01.2015
- Responsible for complete network management and end-to-end troubleshooting
- Create new VLANs and add various configurations such as DHCP, STP, and HSRP on the SVI
- Configure various routing protocols including RIP, EIGRP, and OSPF
- Set up EtherChannel, port monitoring, switch port security, and STP configurations
- Maintain network documentation and support information
- Add new devices to NMS tools and generate various reports
- Prepare and manage network diagrams
- Respond to emails regarding new requirements from customers and management
- Coordinate with service providers for commissioning new links and maintaining existing ones
Education
10th Grade - Physics, Chemistry, Mathematics
UP State Education Board, GIC Uttarkashi
Uttarkashi, Uttarakhand, India12th Grade - Physics, Chemistry, Mathematics
UA State Education Board, GIC Uttarkashi
Uttarkashi, Uttarakhand, IndiaBachelor of Technology (B. Tech.) - Electronics and Communication Engineering
Punjab Technical University
Jalandhar, Punjab, India08-2008
Skills
- Analytical skills
- Problem-solving skills
- Technical expertise in Cisco Contact Center
- Technical expertise in Avaya Contact Center
- Technical expertise in SDWAN technologies
- Communication skills
- Interpersonal skills
- Leadership abilities
- Team management abilities
- Knowledge of ITIL framework
- Knowledge of best practices
Languages
English
Hindi
Hobbies and Interests
- Strength training
- Photography
- Gardening
Personal Information
- Father's Name: Sh. Yashpal Singh Nayal
- Date of Birth: 07/14/85
Certification
ITIL V4 Foundation, CCNA R&S, CCNA Collaboration, VMware Foundation
Timeline
Problem Management Professional – Philips Electronics Nederland B.V.
British Telecom
12.2023 - Current
Technical Delivery Professional – Credit Suisse (Now Union Bank of Switzerland)
British Telecom
08.2022 - 11.2023
Incident Management Professional (Lloyds Banking Group)
British Telecom
07.2020 - 07.2022
Incident Management-L2 Voice (Lloyds Banking Group)
British Telecom
07.2017 - 07.2020
L1 Incident Management Voice Analyst (Lloyds Banking Group)
British Telecom
05.2016 - 07.2017
System Engineer
Tech Mahindra Limited
01.2015 - 05.2016
Network Support Engineer
Innovaxis Technologies
08.2008 - 01.2015
ITIL V4 Foundation, CCNA R&S, CCNA Collaboration, VMware Foundation
10th Grade - Physics, Chemistry, Mathematics
UP State Education Board, GIC Uttarkashi
12th Grade - Physics, Chemistry, Mathematics
UA State Education Board, GIC Uttarkashi
Bachelor of Technology (B. Tech.) - Electronics and Communication Engineering
Punjab Technical University
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