SUDHEER KUKUNURI
Manager - Telecom Operations Center (TOC)
Hyderabad,Telangana
Summary
Insightful manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends, and regulatory requirements of industry operations. Talented leader with an analytical approach to business planning and day-to-day problem-solving.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Manager – Telecom Operations Center (TOC)
Prim Era Medical Technologies
2017.04 - Current
- Overseeing daily operations of more than 20 employees.
managing Prime Healthcare Services' telephone infrastructure for 45 hospitals across United States. - Drive operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development
- Reduced operational costs through comprehensive process improvement initiatives and resource management
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members
- Mentored junior team members for career advancement, fostering pipeline of future leaders within organization
- Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members
- Streamline workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation
- Launched new products and services with thorough market research, leading to increased revenue growth
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions
- Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels
- Maintained professional, organized, and safe environment for employees and patrons
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Maximized performance by monitoring daily activities and mentoring team members
- Onboarded new employees with training and new hire documentation
- Developed and maintained relationships with customers and suppliers through account development
- Cross-trained existing employees to maximize team agility and performance
- Accomplished multiple tasks within established timeframes
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
Senior Telephony Specialist
Value Labs
2016.09 - 2017.04
- Handling Telephony infrastructure of Celgene for 56 locations across APAC, EMEA, and US locations
- Implementing, managing, and debugging telecommunication infrastructure
- Attending Monthly and weekly calls with management and stakeholders for all Avaya-related implementations and operational tasks updates
- Accountable for troubleshooting day-to-day issues based on SRs raised by operations teams
- Updating firmware on numerous cards, including media gateways, DS1 cards, and IPSI cards.
Senior Telecommunication Engineer
Hewlett Packard Enterprise, AVAYA INDIA Pvt Ltd
2015.09 - 2016.09
- Working on programming requests & providing solutions within SLA
- Constructing ISDN and PSTN trunks (Troubleshooting on different PRIs, CAS, CCS, signaling group, etc.)
- Programming of different cards l like IPSI, CLAN, MEDPRO, DS1, etc
- Control over ticketing systems (Siebel, Matrix, and Remedy)
- Programming for different media gateways like the G450 and G650
- Creating call flows following the demands of the various operations
- Administration of CDR (Call Detail Recording).
Senior Telecommunication Engineer
Magna InfoTech Pvt Ltd, AVAYA INDIA Pvt Ltd
2013.08 - 2015.09
- Working with Analog, Digital and IP phones
- Designed Call Flows as per the requirement of the various processes
- Administration of CDR (Call Detail Recording)
- Programming Voice Mails and different features of various integrated voice mail devices like Intuity Audix, Modular Messaging, and Aura Messaging
- Mapping of Toll –free numbers /DIDs to the switch as per process requirements
- Creating IP Network regions and locations
- Coordinating with various other teams like Back Bone and CFT team and working on the collaboration activities opened for the programming assistance by the different teams.
Project Engineer Voice
Wipro InfoTech
2012.04 - 2013.08
- Worked as an Avaya project engineer in charge of developing the full voice solution for Genpact clients, including call flow creation, trunk addition, agent creation, and skill creation
- Managed Genpact's telecom system from the corporate voice central operation
- Managed all Genpact locations worldwide (India- 12 sites, US – 4 sites, Philippines – 2 sites)
- AVAYA server installation, configuration, and maintenance, including S8720 and S8730
- VoIP setup and prompt IP trunk implementation employing codec sets such as G711, G729, etc
- In charge of routing every voice call in a call center environment
- Established IP Network locations and regions.
Network Engineer Voice
Prim access Technologies, Wipro Infotech
2011.10 - 2012.04
- Creating and managing Hunt groups, Extensions/Stations, VDN, and Vectors
- Dial plan, ARS, AAR, etc
- Developing CALL MANAGEMENT SYSTEM (CMS)
- Manage and produce integrated, historical, and real-time reports
- Manage and create splits, skills, and login IDs
- Monitoring of the System Administrator, Business Analyst, and User Administrator daily
- Managing and maintaining client voice network databases, making frequent updates, and keeping them current
- Monthly reporting on the condition of the switches is maintained by monitoring alarms.
FM Engineer
DSUNICS Pvt Ltd, Wipro
2010.02 - 2011.09
- Creating and managing Hunt groups, Extensions/Stations, VDN, and Vectors
- Dial plan, ARS, AAR, etc
- Programming and testing
- Manage and produce Designer Reports, Historical Reports, Integrated Reports, and Real-Time Reports
- Manage Agent Administration, Call Center Administration, Custom reports, User permissions, and Maintenance in CMS
- Monitoring of the System Administrator, Business Analyst, and User Administrator on a daily basis
- Collaborating with several suppliers and contractors to maintain a reliable voice network
- Remotely control and configure the switch
- Monthly reporting on the condition of the switches is maintained by monitoring alarms.
Education
BTECH - Computer Science Engineering
Aurora's Scientific And Technological Institute
Hyderabad 2004.09 - 2008.05
Skills
Analytical Thinking
undefinedPlaying Cricket, Listening Music and Travelling
I have always enjoyed playing cricket. I have participated in numerous intercollegiate and intramural competitions. I participate in tournaments and have won numerous honors.
Listening to music like classics and melodies would give me relaxation and regenerate my energy when I was low or exhausted.
When I have free time, I enjoy traveling and exploring the local area. I particularly enjoy visiting rural, green, and pollution-free locations.
Timeline
Manager – Telecom Operations Center (TOC)
Prim Era Medical Technologies
2017.04 - Current
Senior Telephony Specialist
Value Labs
2016.09 - 2017.04
Senior Telecommunication Engineer
Hewlett Packard Enterprise, AVAYA INDIA Pvt Ltd
2015.09 - 2016.09
Senior Telecommunication Engineer
Magna InfoTech Pvt Ltd, AVAYA INDIA Pvt Ltd
2013.08 - 2015.09
Project Engineer Voice
Wipro InfoTech
2012.04 - 2013.08
Network Engineer Voice
Prim access Technologies, Wipro Infotech
2011.10 - 2012.04
FM Engineer
DSUNICS Pvt Ltd, Wipro
2010.02 - 2011.09
BTECH - Computer Science Engineering
Aurora's Scientific And Technological Institute
2004.09 - 2008.05
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