Vinoth Kumar

Experience

• 

  Vodafone Global Enterprise

  Oct 2013 - Jun 2017

  • Initial point of contact for technical and process-related queries.• Ensure adherence to quality procedures and SLA agreements.• Handle escalated calls and manage faults for swift resolution.• Coordinate technical and managerial escalations.• Collaborate with customers and third parties to resolve issues.• Generate and analyze weekly and monthly SLA and performance reports.• Identify improvements to enhance customer service.• Monitor and address aged tickets to ensure timely action. Show less

  • Fault controller

    Aug 2016 - Jun 2017

  • Managed Services Coordinator

    Oct 2014 - Jul 2016

  • Design Entry Consultant

    Oct 2013 - Oct 2014
• 

  AT&T

  Jul 2017 - now

  • Successfully managed critical incidents involving high-level clients, ensuring timely resolution and minimal disruption to business operations.• Collaborated with IT and technical teams to diagnose and troubleshoot complex issues, implementing effective solutions to prevent recurrence.• Maintained a high level of client satisfaction through clear communication, empathy, and a customer-centric approach.• Led incident response teams, coordinating efforts to address emergencies and minimize potential impact.• Received multiple awards, including the prestigious Connection Awards, in recognition of outstanding performance, dedication, and commitment to excellence.• Implemented incident management best practices, continuously improving incident response processes to enhance efficiency and effectiveness.• Monitored incident trends and provided recommendations for proactive measures to reduce future incidents.• Prepared incident reports and post-incident analyses to identify root causes and implement preventive measures.• Conducted incident management training for staff, ensuring a well-prepared team for handling emergencies.• Maintained up-to-date documentation of incident management procedures and protocols. Show less • Lead complex network projects, managing infrastructure commissioning, system deployments, and management releases.• Analyze technical requirements to ensure rapid delivery aligning with business goals.• Oversee project lifecycle from gathering business requirements to implementation and testing.• Translate customer requirements into configurable designs within AT&T's services frameworks.• Manage cross-service installations and network changes for existing customers.• Lead vendor management, client relations, resource planning, and equipment installation.• Validate solutions, update internal databases, and plan migration for seamless transitions.• Actively involved in network restoration during fiber outages.• Proficient in logical router configurations, LAN and WAN routing, and Managed Service offers.• Provide technical guidance and support for customer migrations. Show less

  • Incident Manager

    Dec 2021 - now

  • Network Implementation Engineer

    Jul 2017 - Dec 2021