Sandeep Sharma
Customer Program Manager
Bangalore
Summary
Result-oriented professional with distinguished experience in IT industry and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving value.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Customer Program Manager
Cisco
Bangalore
11.2019 - Current
- Owns and ensures flawless, profitable and successful customer service delivery, quality and realization of customer outcomes.
- Understands customer business requirements mapped to Cisco capabilities.
- Proactively manages delivery risks, issues, escalations and fine-tunes project and program execution and calls them out to Delivery Management / Sales / CSE.
- Responsible for executing upon customer contract to achieve customer objectives.
- Aligns and scales Cisco delivery resources to enable business priorities. Drive workload utilisation of delivery resources through appropriate skillset mapping and customer alignment : brings in the right resources at the right time.
- Owns demand and capacity management to ensure successful customer delivery.
- Identifies opportunities for portfolio delivery expansion and efficiency gains.
- Drives growth in bookings, revenue and profit across the services portfolio through a trusted partnership with Sales
- Promotes and drives global delivery through CX Centers.
- Accountable for P&L for all services, as sold and as delivered margins (as sold margin with Sales).
- Key stakeholder to the Sales & Services Account Team - Participates in the integrated account planning with sales.
- Point of escalation for services delivery (effective and efficient issue management within Cisco on behalf of the customer to deliver the best outcome). Escalating effectively at the right level/right time; provide leadership required to communicate what is the best option for the customer.
- Drives customer impact and outcomes through Cisco and partners. Has a customer-comes-first mentality and demonstrates strong working relationships to ensure customer satisfaction.
- Proactively manages all service delivery for customer outcomes.
- Accountable for developing and growing key customer stakeholder relationships.
Project Manager
British Telecom
Gurgaon
06.2015 - 11.2019
- Lead transformational managed services programs across geographies and business units.
- Managed and oversaw all Service Delivery reports to an agreed schedule (or on request).
- Developed and defined project milestones, deliverables & completion criteria that involved MPLS, WebVPN, Internet access, Local Breakout office deliveries, Greenfield LAN/WLAN infrastructure, Cyber Security Project deliveries.
- Initiating kick-off calls with customers and all internal stakeholders to bring all stakeholders on the same platform to discuss their expectations and finalize the scope of the project along with the milestone, risk, assumptions, communication method.
- Working with client to develop project plans that include an analysis of cost, work schedule and any related risks.
- Managed issues/risks/change and escalations to closure as a part of services delivery.
- Performing all in-scope testing, ensuring quality delivery and great customer experience, and closing the projects with commercial teams.
- Tracking the implementation of all work packages to meet delivery KPI's.
- Managing status reports/ project trackers for ensuring communication requirement of stakeholders are met.
- Capturing Lesson Learned during project.
Specialist - Network Audit
Orange Business Services
Gurgaon
07.2012 - 06.2015
- Working closely with Engineering & Project management team ranging from Access optimization Management Team, Connectivity Optimization and Migration Management, Service Transition GPO and Service Management GPO, analyzing and framing the steps to be followed for the smooth migration of the circuits. Also, provide Run Time support while migration is being done and then validate the post migration results to ensure the smooth flow of services originated from the migrated Circuit.
- Managed various projects such as Performing the Pilot run with network engineering & deployment team for new IP based services and Global MPLS based ISP network of Orange Business Services, Auditing and validating the configuration changes done on network devices and expected outcome of services to ensure the success of project.
Specialist - Networks
HCL Technologies
Noida
01.2009 - 07.2012
- Responsible for all service requests and changes related to network configuration. Providing Network support (Implementation and Troubleshooting) for their Client issues related to Routers, Switches etc. to provide 24 hours network continuity and uptime in a secure and qualitative way.
- Implementing changes after approval from stakeholders.
- Creating and configuring VLAN, port activation/de-activation on Switches.
- Configuration of OSPF, static and default routing.
- Monitoring all the links for any link failure and coordination with ISP.
- Installing and configuring Cisco Routers.
- Configuration of Cisco switches for user connectivity with redundant connectivity with Core Switches.
- Carried out IOS upgrade on CISCO routers.
- Initiating process of comprehensive network re-engineering including network infrastructure, installation, and implementation and troubleshooting of networking products.
Desktop Support Engineer
Microland Pvt Ltd
Noida
09.2008 - 01.2009
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
Education
Bachelor of Engineering - Electronics And Communications Engineering
Maharana Pratap College of Technology
Gwalior 06.2004 - 07.2008
Skills
Project Management
Strategic planning
Analytical problem solver
Project planning and development
Service Delivery
Project Budgeting
Program Management
Quality Assurance and Improvement
Certification
PMP - Project Management Professional
Timeline
Customer Program Manager
Cisco
11.2019 - Current
Project Manager
British Telecom
06.2015 - 11.2019
Specialist - Network Audit
Orange Business Services
07.2012 - 06.2015
Specialist - Networks
HCL Technologies
01.2009 - 07.2012
Desktop Support Engineer
Microland Pvt Ltd
09.2008 - 01.2009
Bachelor of Engineering - Electronics And Communications Engineering
Maharana Pratap College of Technology
06.2004 - 07.2008