Princely Gonsalves

Experience

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  SIS (N2I Technologies)

  Jun 2010 - Aug 2012

  Sr. Network Engineer

  -Presenting ISP service to clients by Interacting with different divisions - Creation of new users and managing the same - Coordinate with the hardware support team for all Replacements and Repairs.- Ticket Management for case of link down, link flapping or in case of any link issue and resolving the same- Support/Configurations / Installations of different Ubiquiti wireless products:1. Configuring different Airmax ISP solutions 802.11 products with the help of Co-ordination 2. Configured Ubiquiti Bullet M (BM2HP, BM5HP)-Revolutionary Outdoor Radio Device 3. Opti-link, Tp-link - 2.4/5 GHz High Power Wireless Outdoor CPE for high Network range and P2P communication4. Nano Station 2/M2 / loco M2/loco2 for small Network range and Nano Station M5(High Power Wireless Outdoor CPE) for point to point communication for main uplink- PTP/PTMP Link Survey & Installation done for coverage, connectivity, Network for link alignment and setup - Design, Implement, configure, maintain WAN links and layout for connecting multiple clients to single receiver- Monitoring network between transceivers and receivers, point to point devices and speed performance- Performing regular network throughput analysis, verify network connectivity and aware of outage activities Show less

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  Reliance Communications

  Sept 2012 - Dec 2014

  Assistant Manager - Incident Management

  - Proactively Monitoring WAN alerts/alarms through SMARTS and Network Management System (NMS) like MRTG and raising tickets for alarms of different location on priority basis of platinum customers- Acts as the single point of contact for the customers for network fault notifications, resolutions, Problem fixed and tested on all important subsystems (CPE, interface), worked as a network engineer and managing the same.- Liaise with In Country Assurance Teams & their managers, CSAM, TAM- Co-ordination with sites/Field engineers & their respective managers to keep information up-to-date - Prioritizing call, mail or escalated issues tickets and working on problem simulation/technical issues resolution by coordination with NOC, Field or concern team for resolution- Managing and coordinating with Third party vendors like AIRTEL, TULIP, HECL, TATA, SIFY, WIPRO as per last mile access for raising ticket, if last mile not managed by Reliance driving improvements from our suppliers- End to end path checking by giving testing loop from different Transport devices to CPE end to find cause of link failure and resolving with detailed RFO/RCA- Major role in Migration and commissioning of client’s new links from existing system to Globalcom Platform- Co-ordination with documentation teams for Analyzing processes and recommend improvements, change in proposals, service status, known and unknown errors in database of ozone layers, change in utilities, events, modules, policy, activities related to site operations & proposals reported by client and keeping inventory database updated Show less

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  Wipro Infotech

  Jan 2015 - Oct 2019

  Senior Executive - IP Lead

  As an Lead (IP Team Lead), - Handling team, System/Team administration, Escalations, working on Technical Issues and getting it resolved as per TAT- Incident, Problem and Change Configuration management related to customer queries- Resolving IP Service incidents and queries within the agreed SLA.- Handling IP related technical issues independently and suggests/ implements services improvements plans, - Coordinating with circle managers/Leads/Vendors to work on priority in Identifying and highlighting scope of automation faster resolution,- Vendor Management with monthly review meeting,- SLA management with timely Ticket and RFO updation- End to End Technical Delivery of Network Services - RCA provision as per customer TAT, - Handling day to day Ticket queue and handling the same. Show less

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  Tata Communications Transformation Services (TCTS)

  Oct 2019 - Jan 2020

  Assistant Manager - Operations Lead

  As an Assistant Manager(IP, UBR & Vendor operations Lead);- Troubleshooting and investigating IP related Faults including L2/L3 VPN, Internet Leased Lines, MPLS, ILL.- Mentoring team of 35 engineers and motivating with improvement plan to maintain KPI.- Handling Incident, Problem and Change Configuration management teams for resolving customer Highlighted issues- Handling and resolving Service incidents and queries within the agreed SLA independently and suggests/ implements services improvements plans.- Coordinating with Circle managers/Leads/Vendors to drive in Identifying and highlighting scope with faster automated resolution.- Vendor Management with monthly review meeting.- Handling day to day Ticket queue flow and assignment of the same to teams- Coordinating with Program managers and Account managers for driving E2E Issues related to Service Delivery and Service Assurance.- Interaction with Service managers, Service delivery teams, customer NOCs for end to end incidents closure- Supporting and managing customer’s network infrastructure by proactive monitoring, reporting and analyzing to provide optimize network health processes.- Managing and driving 3rd party carriers/escalations (vendors like Airtel,TCL,RCOM,ICNL,TTSl, BT, Verizon, Telstra, PGCL, Meghbela and Sify, etc) for Resolving issues for incident management. Show less

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  Vodafone Idea Limited

  Feb 2020 - Feb 2025

  - Monthly/Quarterly Global Customer and SLT Engagement- Service Revenue – Upsell/Cross sell - Revenue Enhancement- Revenue Protection/Mitigation and Retention Engagement- Responsible for Onboarding, CSAT, Change Management and Escalation Management- Cross Functional dialogues & Business Interlocks to improve collaboration- Incident and Problem Management engagement for enhancing accounts performance Growth- Predictive/Projection Churn and Accounts health Analysis- Network, SLA and Contract compliance- Circle/Field/Vendor Monthly interlock- Digital Adoption- Managing customers with high potential business growth Show less - Monthly/Quarterly Customer Engagement- Service Revenue – Upsell/Cross sell- Revenue Protection- Retention Engagement- Monthly Relational Net Promotor Score(RNPS) customer connect - Cross functional Team Engagement - Service Improvement Management - Circle/Vendor monthly interlock- Accounts performance Level Management- Digital Adoption- Predictive Churn and Accounts health Analysis- Customer SLT Engagement- Managing customers with high potential business growth Show less - Monthly/Quarterly Customer engagement for Strategic, SME and Govt Accounts with Service Level Compliance as per the customer contracts- Service Revenue – Upsell/Cross sell for Revenue Enhancement and supporting Business teams for lead generation from existing customers.- Revenue protection by ensuring Healthy financial health of accounts by monitoring health status weekly/monthly, - Responsible for Onboarding, CSAT, Change Management and Escalation Management & Retention- Change Management support for Non-Commercial and Commercial Changes- Initiating Service Improvement Plans for frequently impacting circuits on similar platforms to achieve stability and improvement in uptime.- Driving Cross Functional dialogues & Business Interlocks to improve collaboration- Working on several internal projects like Bad Debt collection Recovery, Problem Management, Service Upgradation, RNPS, Process workflow, GO Green, etc- Experience in handling customer escalation in a B2B environment and understanding on behavior of Customer for various geography in Fixed Line Show less

  • Deputy General Manager - Technical Service - Global Accounts

    Jul 2024 - Feb 2025

  • Deputy General Manager - Technical Service - Strategic Accounts

    Nov 2022 - Jun 2024

  • Assistant General Manager - Service Management

    Feb 2020 - Oct 2022