VENKATACHALAPATHI NARAYANAPPA
Hosur,Tamil Nadu
Overview
10
10
years of professional experience
Work History
Global Voice Professional
BT - British Telecom
Bengaluru, Karnataka
09.2019 - Current
- As part of Global Voice Implementation team working on delivery of Voice orders through different provisioning Tools (VLP-IC, SIP-T, VLP OS, NEM). Supporting Configuration, Test and Turn up's, Porting and Troubleshooting Voice Products Delivery Issues on GMV platform.
- Setting up a customer contact center from origination to termination through BT N/W with multiple interconnects SIP Trunks as per customer requirements which as Internet SIP Trunks (UDP/TCP/TLS), TDM Trunks, Cloud Trunks (Genesys, Perimeta, BT NGCC, BYOC) with various voice services/platforms including Encryption, Tunneling, WebRTC, IP SEC, PCI, TCP/TLS, SRTP, FQDN etc.
- Implementing Tollfree services and routing plans as per customer requirement i.e. Time dependent, origin Dependent, Call distribution, Load balancing, Menu routing, Corp Plans, DNIS Tables, etc.
- Will provide the service delivery function for BT GS managed voice services setting a service obsessed and continuous improvement environment and interface with Customers/ Account teams / External distributors.
- Ensure a world class service to meet and exceed the demanding expectations of the major corporate market segment for the e2e service journey.
- This will involve delivering world-class excellence on customer service, service reliability, change management and when needed, taking ownership on reactive faults/escalations.
- Implement and support any customer configurations (including non-standard solutions) across the managed voice network elements and systems involved, including any of the Product features and services supported by them.
- Lead Team huddle calls, ad hoc tasks and / or investigations on existing implementation, Reporting, work within KPI/SLA, take responsibilities of team email, Flexibility with customer requirements to support different time zone.
- Successfully handled the multiple complex routing projects and multiple complicated T&TUs for the major/premium customers without any impact on the ongoing business, which resulted in great customer satisfaction.
- I received numerous positive comments from clients praising my responsiveness, problem-solving skills, and the quality of work delivered.
- Lead a call with customer individually for any Build/Config/Turn-Up's or Troubleshooting.
- Taking the Right Decision on Build, Config Changes and Delivery Order flow is required after understanding the customer requirement end to end to satisfy all customer's demand.
- Received high ratings in performance reviews, with managers commending my proactive approach, reliability, and innovative thinking.
Engineer, Incident and Problem Management (Voice & VoIP)
COLT Technologies
Bengaluru, Karnataka
07.2018 - 09.2019
- Assurance (Fault resolution) and Re-provisioning / Configuration for service-related Circuits / incidents for a voice network & products/service.
- Live troubleshooting on Colt's voice Circuits to resolve customer/network faults.
- Providing resolution for Colt products IPVL (IP-VPN, IP-EPN), Voice line, VoIP access, Number hosting, SAN Numbers, Carrier VoIP.
- Configuration/Testing of Circuits on COLT Network on various NMS of DMS, EWSD, SONUS- IMS, DSL and ATM network, IN, and Voice Product Services.
- Hands on knowledge with both UK & SPAIN Porting procedures.
- Hands on experience on both Geo-Graphical and Non- Geographical number porting, also various COLT products such as Number-Hosting, VoIP, Voice-line V, IN-GEO and Non-Geo.
- Key interface with direct customer, NOC, field technicians, 3rd level technical support, delivery teams.
- Documentation, recording and updating Circuit details in Siebel, XNG, OHS as and when required.
- Working on Planned works of Customer Circuits with coordination of Node Tech and Node operation teams to deliver successful Customer outage window.
- Working with Partners/OLO and third-party service providers for the resolution of the incidents.
- Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.
- Ownership for resolving Customer Circuit queries/ faults, as documented in the Work Instructions.
- Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.
- Ensure the circuit is Reconfigured as per Engineering Guidelines, Closure, formally closing incidents.
- Working Knowledge on Siebel, BMC Remedy, Putty, APT & Various database tools.
- Explaining technical issues and terms in understandable way for a level 1 customer support team to convey with customers and non-technical people.
- Carry out systems checks and Circuit configuration checks in Circuit Database etc. and other tools to confirm service configuration, status and presentation.
NOC Engineer (Incident Management)
Bharti Airtel Services Limited
Chennai, Tamil Nadu
11.2015 - 07.2018
- Fault handling and escalation (identifying and responding to faults in networks, liaising with third party suppliers and vendors, handling escalation through to resolution).
- Resolving QOS related issues like ASR, CSR, ACD, NER etc.
- Resolving IN related issues (NTFS, ITFS incoming, ITFS outgoing and Wholesale).
- Resolving International and national number related Problems (NLD, ILD).
- Resolving In roamer and out roamer related complaints (MT & MO).
- Hands on experience on OSS Tools (ECRM, LCR), Routing the traffic using LCR (Least cost Routing) application tool.
- Centralized Single point of contact for all ILD Carriers, POIIs, customers & other operators.
- Providing resolutions for DATA Services like Video Conferencing and Fax.
- Coordinating with ILD commercial & Marketing Teams for identifying viable Alternate solutions to resolve customer complaints in SLA.
- Routing the traffic for carriers as ILD to NLD, NLD to ILD & ILD to ILD.
- Troubleshooting the VOIP & SS7 related issues and raising Trouble Tickets with operators/carriers and POI's.
- Take up escalated technical issues related to Network related faults with NLD Poi's and International Carriers.
- Handling faults on Bharti's VOIP Calling App - 'Airtel Talk'.
- Implementing Routing changes for Retail and Wholesale Traffic based on load sharing, Carrier quota etc. Identifying spam traffic and blocking for entire trunk/specific Numbers.
- Handled ILD customer call issues such as call failure, FAS, no RBT, mute call, one-way speech, cross talk and especially more concentrate for SIMBOX issue through respective signal traces and Ensuring no CLI violation resolving with in SLA.
- Handled performance-based issues such as low ASR, low ACD, high PDD and blocked circuits.
- Monitoring the alarms proactively and escalating to the next level to adhere on backup elements so that service is not impacted.
- To proactively and reactively repair VIP complaints and customer impacting incidents within agreed SLAs to maximize service availability for our customers.
Timeline
Global Voice Professional
BT - British Telecom
09.2019 - Current
Engineer, Incident and Problem Management (Voice & VoIP)
COLT Technologies
07.2018 - 09.2019
NOC Engineer (Incident Management)
Bharti Airtel Services Limited
11.2015 - 07.2018
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