Yuvaraj Rajadurai

Project Description: Provided Level 2 (L2) support for cable and wire communication, handling service provisioning requests, server-related issues, package deployments, patch releases, and IP allocation requests.

Key Responsibilities:

• Troubleshot and resolved high-priority (P1 and P2) performance, functionality, and user access issues within SLA, minimizing business impact.
• Provided support for the Device Provisioning Manager (DPM), overseeing provisioning and service activations.
• Coordinated with stakeholders to manage patch deployments and system upgrades.
• Monitored application logs, databases, and servers to proactively identify and mitigate potential risks.
• Contributed to the creation of automated scripts for system monitoring and alerting, improving issue detection time.
• Managed and troubleshot network protocols such as DHCP, TFTP, and IPv4, ensuring smooth connectivity and efficient IP address management.
• Conducted Root Cause Analysis (RCA) to identify recurring issues, and implemented long-term solutions to enhance system stability.
• Ensured comprehensive documentation of system changes, incidents, and resolutions for knowledge sharing and future reference.
• Deployed new packages and modified existing ones based on business requirements.

Project Description: Provided Level 2 (L2) support for VTR Telecommunications, managing service-related requests for mobile and fixed voice and data services using tools such as SIEBEL, OSM, UIM, Unix, SQL Developer, and HPSM.

Key Responsibilities:

• Managed requests through the HPSM ticketing tool, handling Change, Addition, and Deletion-related tickets.
• Performed monthly cleanup activities on Unix servers to maintain system efficiency.
• Resolved issues with stuck orders in the OSM application by clearing tasks.
• Collaborated with the automation team to suggest improvements for recurring issues.
• Played a key role in reducing incidents and providing training to the team for better performance.
• Consistently met SLA targets with high accuracy.
• Led a team of seven members, including the preparation of shift rosters and focusing on backlog reduction.

Project Description: Provided backend support for Sweden's residential customers, handling billing and service-related inquiries.

Responsibilities:

• Processed customer requests within established Service Level Agreements (SLAs).
• Suggested process improvements, and obtained client approval for implementation.
• Communicated with clients to address any clarifications or application-related issues.
• Assisted the quality team by performing sample audits to ensure service standards.
• Managed work allocation within the team, and monitored performance to ensure efficient workflow.

Project Name: Installing and Maintaining BTS.

• Managed the installation and alignment of microwave (MW) antennas.
• Prepared detailed work reports, and ensured timely completion through follow-up actions.
• Coordinated with the head office to assign tasks to engineers, and ensure smooth project execution.

Projects Worked On:

• Facility Assignment Service: Managed the assignment of facilities (e.g., voice (POTS line) and data) for residential broadband customers in M6 and MIROR systems, based on requests from the DCRIS system for ILEC services.
• PAETEC OP (Order Management): Handled the provisioning of wholesale business customer orders in the Metasolv system for CLEC services.
• E911 (Address Validation): Resolved errors in the E911 customer address database by validating and correcting addresses across various databases, and coordinating with customers for necessary updates.

Key Responsibilities:

• Developed Standard Operating Procedures (SOPs), and obtained client approval.
• Ensured adherence to team Service Level Agreements (SLAs).
• Created and managed production schedules and plans.
• Monitored absenteeism and attrition rates within the team.
• Led training programs for new processors to ensure efficiency and accuracy.
• Conducted internal quality audits, and facilitated improvement training.
• Acted as the primary point of contact with clients, addressing issues related to production, quality, and application.