Shubham Bhatnagar
Noida,UP
Summary
Results-driven Field Technician Lead with over 13+ years of experience leading technical teams, improving operational efficiency, and ensuring high-quality service delivery. Proven track record in managing field operations, optimizing processes, and enhancing customer satisfaction through effective team leadership and technical expertise
Overview
13
13
years of professional experience
Work History
Technical Lead
Ericsson Global India Private Limited
02.2015 - Current
- Lead a team of 10 field technicians, overseeing daily operations and ensuring high-quality service delivery.
- Strong at creating, maintaining, and developing relationships between customers and within the team.
- Prepare resource plan on basis of budgeted efforts in accordance with the competency matrix of the team and project requirement.
- Excellent presentation skills reaching to both technical and non-technical stakeholders on business requirement.
- Moderate Weekly and fortnightly governance calls with Senior Management team
- Develop and implement standard operating procedures (SOPs) to improve efficiency and consistency.
- Conduct regular performance evaluations and provide coaching and development opportunities for team members.
- Using JIRA for project tracking and collaboration on key tasks.
- Manage budgets and resources, ensuring cost-effective operations while maintaining service standards.
- Collaborate with other departments to streamline processes and enhance overall performance.
- Address escalated customer issues and maintain strong client relationships.
- Performed regular job site observations to provide direction for installers and subcontractor laborers.
- Evaluated employee performance on a monthly basis and coached and trained team members, increasing quality of work and employee motivation.
- Partnered with managers to identify and capitalize on sales trends and brand initiatives.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Assisted Training managers with new hire processing and existing training programs.
- Initiated timely responses to emails, voicemails, and written correspondence.
- Mentored junior technicians and provided on-the-job training to enhance team skills.
- Assisted in the development of technical training materials and programs.
- Ensured compliance with safety regulations and company policies during all field activities.
- Maintained accurate service records and reported on key performance metrics
Customer Support Engineer
British Telecom
09.2012 - 02.2015
- Successfully led and managed a team of 5 field technicians, overseeing performance, training, and development.
- Conducted regular performance evaluations, provided coaching, and facilitated professional growth opportunities.
- Maintained clear and effective communication with clients, team members, and stakeholders.
- Collaborated with cross-functional teams to streamline operations and improve service quality.
- Created and delivered training programs to enhance the technical skills and knowledge of field technicians.
- Mentored junior technicians, fostering a supportive and educational work environment.
- Ensured compliance with safety regulations and company policies during all field operations.
- Promoted a culture of safety among team members, conducting regular safety training and audits.
- Developed and executed strategic plans to improve service delivery and customer satisfaction.
- Aligned field operations with organizational goals and collaborated with other departments for seamless integration.
- Expertise in collecting, analyzing, and interpreting infrastructure performance data.
- Utilized various tools and software to compile comprehensive reports on equipment status, usage, and maintenance needs.
- Created detailed and accurate infrastructure reports to track performance metrics, downtime, and repair history.
- Developed standardized reporting formats to ensure consistency and clarity across all documentation
- Monitored key performance indicators (KPIs) to evaluate the efficiency and effectiveness of infrastructure systems.
- Identified trends and patterns in data to forecast potential issues and plan preventive measures
- Worked closely with cross-functional teams, including engineering, operations, and management, to gather input and feedback on infrastructure performance.
- Trained and mentored new personnel hired to fulfill various roles.
- Followed safety procedures to avoid injuries in field.
- Operated hand tools and power equipment according to company safety procedures.
- Attended Dish corporate workshops and team meetings to maximize technical knowledge.
- Discussed and recommended service options with customers and explained costs involved.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Liaised with internal departments to optimize productivity and efficiency.
- Responded to service calls and resolved technical issues efficiently to minimize downtime.
- Provided excellent customer service by explaining repair processes and answering client questions.
- Maintained inventory of tools and parts to ensure readiness for service calls.
- Established and maintained strong relationships with key partners and vendors.
- Fostered trust and collaboration through regular communication and engagement.
- Provided prompt and effective technical support to end-users at their desks, resolving hardware, software, and network issues.
- Diagnosed and troubleshooted technical problems, ensuring minimal downtime and disruption to users.
- Installed, configured, and upgraded computer systems, applications, and peripherals.
- Ensured all installations were compliant with company policies and standards..
- Managed inventory of IT assets, including tracking hardware and software licenses.
- Coordinated with procurement to ensure availability of necessary tools and equipment for desk-side support.
- Demonstrated consistent career advancement with increasing levels of responsibility and leadership roles.
- Actively pursued opportunities to enhance technical and professional skills through training, certifications, and education.
- Establish specific, measurable, achievable, relevant, and time-bound (SMART) goals.
- Ensure goals align with long-term vision and overall strategic objectives.
Surveillance Engineer
Alcatel Lucent Technologies
11.2011 - 09.2012
- Reined in project costs while meeting key milestones.
- Fostered relationships with vendors to promote positive working relationships.
- Drove team success through shared vision and recognition of quality performance.
- Identified, reviewed, and applied policies and procedures.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Establish clear objectives for the retention plan, such as reducing turnover rates, increasing customer loyalty, or maintaining long-term partnerships.
- Proficient in diagnosing, troubleshooting, and repairing a variety of equipment and systems, including [specific types, e.g., Alcatel Routers, Switches.
- Skilled in performing routine maintenance and installations to ensure optimal performance and longevity of equipment
- Performs Risk assessment on all servers on monthly & quarterly basis.
- Work on ITIL based framework to deliver quality services to the clients.
- Hands on experience for Initial level troubleshooting for different devices like routers/switches/interface .
- Identify, resolve, and/or escalate network issues according to procedural documentation and training.
- Installation, configuration and upgradation of Red Hat Enterprise Linux.
- Solving Sev2, Sev3 & Sev4 calls within the define SLA.W
- Working on HPSM & BMC Remedy tools for handling tickets.
Education
B.Tech - Electrical, Electronics And Communications Engineering
Institute of Technology & Management
Meerut 05.2011
Skills
- Team leadership and management
- Infra Reporting
- Technical diagnostics and troubleshooting
- Desk Side Support
- Partner Management Group
- Assigning RoadMap for individuals
- Budget management and resource allocation
- Career growth and Career Plan
- Safety and compliance adherence
- Training and development
- CSI (Continual Service Improvement)
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Technical Lead
Ericsson Global India Private Limited
02.2015 - Current
Customer Support Engineer
British Telecom
09.2012 - 02.2015
Surveillance Engineer
Alcatel Lucent Technologies
11.2011 - 09.2012
B.Tech - Electrical, Electronics And Communications Engineering
Institute of Technology & Management
Similar Profiles
Aprajita MishraAprajita Mishra
Technical Sales Specialist at Ericsson Global India Private LimitedTechnical Sales Specialist at Ericsson Global India Private Limited
Sandeep Kumar SwainSandeep Kumar Swain
Software Developer at Ericsson Global India Private LimitedSoftware Developer at Ericsson Global India Private Limited
Anindita SinhaAnindita Sinha
Picture Editor at Ericsson India Global Services Private LimitedPicture Editor at Ericsson India Global Services Private Limited