Vijaya Prakash

• Participated in team-building activities to enhance working relationships
• Team Management: Manage a team of 36 engineers and 3 leads
• Career progression of the team members
• Hiring, Retaining, and Developing Top Talent
• Identify customer satisfaction improvement areas as well as lay out necessary actions for improvement
• Engage with the customer/ Sales team on escalations as well as a close loop with stakeholders
• Identify the operational risk and mitigate them with the action plans
• Engage/empower engineers and Leads with the required training and tools which would help to reduce the customer /engineers' effort
• Review with the hiring team regarding the hiring progress
• Conduct the final manager interview for the new engineers and leads

• Designed and prepared technical reports, studies and related documentation
• Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
• Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features
• Monitored and tracked user progress to identify improvement opportunities
• Analyzed business problems, identifying root causes and developing robust solutions
• Assembled, installed and tested new equipment and trained users in effective operation.

• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
• Responded to customer calls and emails to answer questions about products and services.
• Devised and deployed successful approaches to retain customers and boost brand loyalty
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Created customer support strategies to increase customer retention.
• Communicated best practices among on-site and external personnel to align efforts and goals.

• Mentored and guided employees to foster proper completion of assigned duties
• Led support team to the enterprise clients in designing, deploying and configuration of the Wireless LAN Controllers and Access Points
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Effectively handle network outage issues and resolve them in a timely manner
• Led team 10 members while providing exceptional customer service
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Process :Airtel

• Consulted with clients to identify business and technical requirements
• Monitored and analyzed system performance, such as network traffic, security and capacity
• Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions
• Troubleshooting 802.11.x, 802.1x RADIUS authentication issues using Wireshark/tcpdump
• Working on technologies such as DHCP, DNS, BYOD, L2/L3 Roaming, NAT, PAT, VLAN, STetc. Solid experience of working on OSI Layer, TCP IP Stack
• Wired and Wireless network analysis, deployment and troubleshooting