Nitin Sandal

Experience

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  HCL Infosystems Ltd

  Dec 2006 - Oct 2010

  Voip Support Engineer

  • Configured, managed and troubleshot VoIP and multi-media distributed systems and platforms.• Served as primary point of contact for support relating to owned solutions and products.• Maintained personal repository of technical knowledge used to hone responses and shorten remediation times.• Installed & managed CUBE Call Billing software, and Voice Logger on both ISDN and IP• Hands on experience on Ericsson CCS, Ericsson WIBU Backstage and Samsung EPABX model (Office Serv100, NX1232,820,308)• Installed multiple Tandberg and Aethra VC systems. Worked on ISDN PRI and BRI lines, IP networking, QSIG Technology, VOIP Show less

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  Ericsson

  Oct 2010 - Dec 2015

  ICT Specialist

  Lead 8 member’s application and operations team responsible for design and implementation of telecommunications and infrastructure components for Contact Center Solutions in Ericsson premises around the globe.SPOC for Contact Center application projects and systems. Dealing with Ericsson IT managers, OEM’s, external vendors and customers.Providing global support for MiContact Center servers installed across Americas, EMEA and APAC regions. Each contact center is serving more than 30,000 users worldwide. Contact center server is communicating to PBX system over CSTA IP link.Experience in testing IVR Calls Flows.SQL integration with Contact Center application as per customer requirement.Global MiContact Center license review and capacity analysisSecurity assessment of MiContact Center servers within Ericsson around the globe.Worked with monitoring team for implementation of SCOM monitoring solution of MiContact Center servers within Ericsson around the globe.Implementation of Micontact Center IVR in Ericsson Netherlands having 9 groups, Mobile extensions, Virtual wall display, DM integrated with Outlook directory and 24x7 operationsQuarterly hardware refresh of MiContact Center servers within Ericsson around the globe. Show less

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  Mitel

  Jan 2016 - Dec 2021

  Project Manager

  • Oversee Mitel’s Cloud and On-site Deployment Projects throughout all phases of project life cycle.• Leading multiple projects with distributed staff (Onshore/Offshore) using predictive methodology to release deliverables• Managed Flex Cloud projects in the range of 1 million USD in multiple geographies.• Engage with Sales and Pre-sales resources to ensure that the customer requirements are specified, documented, and focused on the operational needs of the customer.• Collaborated with business users, technical teams, database administrators and testing teams during kick-off meetings, joint application designing and planning sessions to validate requirements.• Utilized Scheduled, Scope and Cost Management to deliver projects on time, under budget and within scope.• Outlined work plans, determined resources, wrote timelines and generated initial quality mgmt. plan as part of project scope determination.• Build strong relationships with and customer and provide status updates to stakeholders, project sponsors, software developers and executive leadership.• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.• Eliminated discrepancies in progress by reviewing performance, cost and schedule.• Utilize Costguard, Microsoft team foundation server and Jira to track ongoing Bugs/Hotfix and development progress.• Equipment order submission to the Mesa Warehouse.• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.• Credited for effectively resolving common Project Issues; Optimized workflow plan to react to staffing shortages, scope creep and divergent business and clientele needs.• Provide post Go-live training, documentation and support to stakeholders to maintain relationships and communication after project completion.• Final reconciliation and closure of the project. Show less

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  Alvaria, Inc.

  Jan 2022 - now

  Professional Services Project Manager

  • Managed assigned projects from inception to completion, ensuring that all activities, including contracting, RF design, product/equipment ordering, permitting regulatory, construction, optimization, close-out, and hand-off to ops are effectively and efficiently coordinated and completed on time within budget.• Managed and led deployment of Alvaria enterprise-scale customer experience (CX) comprising Outbound Predictive & Preview Dialing, Inbound Blending, Call Recording, Real-time Monitoring capabilities.• Successfully managed the implementation of Alvaria Workforce Management (WFM) and Optimization (WFO) solutions for Global insurance Leader Org implementing tracking metrics capabilities & schedule adherence. • Maintained large scale project budgets including: solicitation of project estimates, financial oversight of upwards of 5 teams, vendor contracts, change requests and variance reporting.• Liaised between project sponsors, stakeholders, developers, and analysts; established strong professional relations with external IT vendors via internally integrated applications• Identify the resource requirements, organized the human resource, assigned responsibilities and coordinated with staff members to complete the project successfully.• Managed vendor relations, contract negotiations, project budget, and deadlines, and focused on maximum cost savings in tracking project expenditures and costs of materials, , and services• Worked with client functional and technical implementation teams, scoped the technical work, selected resources, and developed the Staffing, Master Data conversion, Regression testing, and Integration plans• Developed and implemented a Transition to Support Process across the department that improved process efficiency as well as customer satisfaction post Go Lives• Assembled resources, scheduled tasks, and created detailed timelines to maximize efficiency throughout each project phase Show less