Prashant Sharma

Experience

• 

  Worldphone internet pvt ltd

  Apr 2012 - Sept 2013

  Network engineer
• 

  Accenture

  Apr 2013 - Aug 2019

  A dynamic professional with 6 years 10 Months of experience in IT/Telecom ISP and telecom Vendor with exposure to the optimum performance of Data Network, ILP/MPLS//LL,Project Management, Operations & Service Delivery.Strong installation, troubleshooting and administrative skills. Able to meet and exceed expectations in quality and roll out with a strong contribution to organizational goals through continued development of professional skills.Good Knowledge of end to end network, that helps in managing customer-centric operations & ensuring customer satisfaction by achieving delivery & service quality norms.Partner/Vendor Management, KPI & Project Management.Process Quality, Transactional Quality Monitoring & Training, Customer Satisfaction monitoring (CSMM)MIS, Data Analysis, Workforce Management & PlanningPromising Network and Service availability. Show less • Managing a group of 24 Network engineers (Level 1) with the responsibilities of primary troubleshooting within 45 minutes.• My team is a differential service desk which is providing services to platinum and gold (category based on annual billing) customer of Airtel.• Handling KPI (SLA, OLA, MTTR, Repeat fault, Attribution, RFO SLA,) and sharing weekly reports with my manager as well as with internal customer too. • Monitoring team performance on basis of their KPIs. • Providing network support for Leased Lines/Internet/MPLS Networks to various customers of Bharti Airtel across the Globe.• Troubleshooting issues of static routing, BGP and policy based routing.• Troubleshooting issues of MPLS L3 VPN in Hub & Spoke and Mesh Topologies• Troubleshoot issues like website accessibility, low bandwidth, slow browsing and high latency• Alarm check in optical network with the help of Tools like NMS. • Coordinating with different teams and stakeholders to ensure proper resolution as per Service Level Agreement• Responsible for Third level in escalation matrix for internal customer (Airtel). • END to END tracking of escalated case till resolution. If case get stuck then take responsibility and starts driving the case till resolution. • To provide assistance to customer for any planned maintenance activity• Ensure 100% compliance of proper RFO & updates to customer. Show less

  • IT Operation Team Lead

    Nov 2016 - Aug 2019

  • Senior Analyst

    Apr 2013 - Aug 2019
• 

  Orange Business Services

  Aug 2019 - now

  1. Accountable for Quality of Service and Customer satisfaction for all implemented services and solutions on assigned customers. 2. I am customer’s primary point of contact and an escalation point for all service-related issues while proactively identify existing the customer needs, and opportunities for my customer’s profile to grow within Orange.3. Responsible for the global operations of Customer support teams.4. Accountable to ensure all the required communication is done to the different stakeholders.5. Lead the Service Crisis to reduce customer impacts. 6. Drive and maintain a high level of customer satisfaction7. Involvement in customer contracts renewal.8. Responsible to manage the Service Review with the Customer, identifying any service gaps and producing Action Plans to close.9. Owning and leading Service Improvement Plans, Service Development Plans by leading Network Design, Operational, Assurance and Supplier Teams into the process of service highlighted through customer surveys/Quarterly.10. Risk Management: identification and management or mitigation of risks.11. Responsible for managing the change management process, including conducting impact assessment, ensuring the change request documentation is complete and collaborating with the different teams in implementing the changes.12. Strong experience on driving Agile transformations from design to implementation.13. Create, prioritize, manage, and document assigned projects using Kanban Board.14. Analyze data from different sources & meetings with stakeholders to understand the business requirement.15. Create and Review any internal root cause analysis (RCA) applicable to customers and generate customer-facing RCA, as well.16. Making sure Documents (LLD, HLD, COG) or any other artefacts are all intact before Service is transitioned to Operations. Show less

  • Senior Manager Customer Service

    Sept 2022 - now

  • Customer Service Manager

    Aug 2019 - Sept 2022