Sumit Mishra

Experience

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  HCLTech

  Dec 2010 - Jun 2016

  Associate Consultant

  I was working for Cisco Systems TAC (Technical Assistance Center) for Collaboration & Conferencing which includes Telepresence & MeetingPlace Solution. I would describe both of them individually :1. Telepresence Solution Group :Recently, TANDBERG was acquired by Cisco. Cisco introduced the support for TANDBERG devices in order to troubleshoot the issues of endpoints used for videoconferencing.I am a part of the Pilot batch for the telepresence solutions. Basic task is to handle the cases which are opened by customers around the globe for assistance when they are facing technical issues with devices. The issues may be installation, a video failure, call failure, no audio/video on call, etc. Each case requires intense troubleshooting of the endpoints where a remote session is taken for the customer and faults are detected.2. MeetingPlaceNext I moved on to Meetingplace support, where I started with Meetingplace Express 1.x & 2.x versions and Meeting place 6.x version which includes Audio Server 8106 & 8112. With our good team work and outstanding performance, we were able to move on to supporting Meetingplace 7.x and are looking forward to be trained on Meetingplace 8.x versions now. Show less

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  Orange Business

  Jul 2016 - Oct 2021

  Business Operations Manager

  1. Key interface between Customer and the Video Operations teams for all operation issues and ensure Customer expectations and contractual agreements are met or exceeded through the services and support of Video Operation Department.2. Act as a technical referral for video solutions for customers and handle escalations or crisis ( Lead Crisis bridges, maintain the communication channel with the customer, follow up with all video operations teams, bring technical advice to teams, …)3. Participate, manage and support Service Improvement Plans to improve or stabilize Video and/or integration services within Orange (follow up with Video Operations actions owners)4. Work transversally with different team managers to enhance and improve teams interlock processes to ensure an easy/agile model of customer support Show less

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  Capgemini Engineering

  Oct 2021 - Mar 2024

  Operations Manager
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  HCLTech

  Mar 2024 - now

  Group Manager