Vysakhi K B

• Career progression in 3 years: MACD Provisioning Specialist, Senior Executive, Technical Support.
• Handling 20+ cases related to phone services and related features—VoIP phones, softphone applications, analogue telephone adapter (ATA) devices, virtual fax services, etc.
• I started as a MACD Provisioning Specialist for one year before moving to L1 Tech Support, where I handled additions and changes to existing phone services.
• MACD provisioning - Responsibilities included understanding customer requirements, suggesting relevant changes, provisioning the services, and making sure everything works before the request is pushed to billing.
• Services include changes to existing services, device delivery, device reconfiguration, order creation, and walking customers through steps as per the process.
• Tier 1 support includes clearing layer 1, troubleshooting Polycom, Yealink, and Grandstream devices, softphone solutions like Webex, and features like Auto Attendant, Hunt Group, call center, etc.

Career progression in 4 years- Order manager->Subject Matter expert->-Quality analyst ->Process trainer

• The order manager role included onboarding customers, explaining the delivery process, and being the point of contact for the order after taking handover from sales until the activation and billing.
• Confirm price-impacting data, and gather non-price-impacting data for further order processing.
• Collect necessary data from sales, the solution engineer, and the customer to process and deliver the order.
• Drive the order to fulfillment by coordinating between sales and customers on one side and procurement teams on the other side.
• Monitor the order for progression, and resolve the fallouts and jeopardies by working with the downstream teams.
• Send the weekly reports to the customer and sales team, and present the same on a conference call.
• Included outbound calling and inbound calling, as well as all related updates to customers regarding order status.
• The Quality Analyst role included conducting audits on live and completed orders and calls, providing scores, feedback, and document coaching, and ensuring compliance.
• Included floor walks, and acted as a buddy and subject matter expert for escalation handling.
• Publish daily, weekly, or monthly quality reports, and perform weekly, monthly, or quarterly reviews with clients, leadership, and other stakeholders.
• Identify bottom quartile performers, document the performance implementation plan, and do refresher training.
• Announce process changes, send quality flashes, conduct process knowledge tests, and update SOPs and training materials.
• Identify pain areas, and drive initiatives for improvements in BAU.
• Complete a root cause analysis for detractors, and present it to clients.
• The process trainer role included conducting process training for newly hired agents for the order management team.
• Lead the nesting, on-the-job training (OJT) process, conduct assessments, provide feedback, and plan remediation.
• Provide knowledge transfer for newly hired reporting staff and quality auditors in the order management LOB.
• Participate in governance calls, and plan training materials and schedules for trainings.
• Plan cross-training and upskilling programs for order managers.

• Managing escalated tickets from the first engineer, part dispatch, until the closure of the ticket.
• Following up with the customer or internal teams for case closure.
• Troubleshooting computer hardware and network issues over the phone and email.
• Making sure to touch base with all 100 tickets without breaching the SLA.
• Scrubbing past chats, calls, and email communication, and de-escalating issues.

Career progression: Network Admin -> Tier 2 Tech Support.

• Network admin - Responsibilities included incident management, order management, coordinating between clients and foreign telecom bodies for PSTN installation, ADSL activation, and incident/ticket resolution.
• Troubleshooting LAN issues, coordinating procurement, delivery, installation, and configuration of new devices like Cisco switches and access points.
• Tier 2 role included troubleshooting issues with Wi-Fi routers and VoIP phones for small and medium businesses, assisting with the installation and replacement of Cisco and Netgear Wi-Fi routers with the help of field technicians.
• Tools and protocols used include BMC Remedy, PuTTY, SSH, Telnet, SIP, OPNET, and Cisco Prime.