Ashok D'Souza

Experience

• 

  Computer and Communication Centre

  May 1992 - Jun 1993

  Instructor cum Lab Incharge

  The Job responsibilities included Software/Hardware Installation and Maintenance, Handling batches, Lab demonstration, Provide Project guidance to students in developing applications under various platforms.

• 

  Bureau of Information Technology Studies (B.I.T.S)

  Aug 1993 - May 1994

  Senior Faculty

  The Job responsibilities included Software/Hardware Installation and Maintenance, Handling batches, Lab demonstration, Conducting Corporate Training, Provide Project guidance to students in developing applications under various platforms.

• 

  International School of Computer Technology (I.S.C.T)

  Jun 1994 - Jul 1995

  Centre Manager / Centre Course Co-ordinator

  The Job responsibilities included Network Administration, Software/Hardware Installation and Maintenance, Handling batches, Lab demonstration, Scheduling batches, Assigning batches to Faculties/Lab Faculties, Conducting Corporate Training, Office/Marketing Administration, Provide Project guidance to students in developing applications under various platforms.

• 

  Bureau of Information Technology Studies (B.I.T.S)

  Aug 1995 - Jan 1998

  Centre Manager / Centre Co-ordinator

  The Job responsibilities included Network Administration, Software/Hardware Installation and Maintenance, Handling batches, Lab demonstration, Scheduling batches, Assigning batches to Faculties/Lab Faculties, Conducting Corporate Training, Office/Marketing Administration, Provide Project guidance to students in developing applications under various platforms.Installed and maintained a network comprising of Novel Netware 3.12 and UNIX as Servers with 15 Workstations (Netware 3.12 and UNIX). Installed relevant Softwares as per the curriculum. Also installed and configured CD Drives and Printers. Show less

• 

  SITA-Equant JV

  May 1998 - Dec 2001

  Network Controller / Customer Service Specialist / Customer Technical Support

  As a Helpdesk staff, responsible:- To maintain and proactively monitor the on-line operation of network systems, including low-speed analog and high-speed digital modems.- Pro-actively providing assistance, support and guidance to all sites under this area, controlling all circuits (local & international).- The control and supervision of all network components, performance of all the necessary network and circuit troubleshooting. - Accountability in client interfacing and ascertaining their needs, which also involves immediate responses to their requests and the provision of diagnostic and problem solving functions in the helpdesk.- Interface between local PTT staff and the customer, for troubleshooting purposes, tracking and restoring failed client and in-house circuits; and also for the faster restore of circuits, proactively monitoring the high-speed connections.- Documentation of all network activities in the form of reports, accurate logging of systems & link outages and formal advises to concerned parties, in order to ensure smooth operational functions and turnovers and keeping up to date database.- Controlling and supervising the online operation of the network systems to maintain maximum operational efficiency.- Co-ordinate with configuration team for the implementation of new configurations, correctly apply and follow the operational procedures.- An interface with customers to resolve any service problems within the shortest possible time by taking the ownership of the problem and by providing feedback concerning the feedback process.- Troubleshooting on various connections, various network components, various links with the help of various available tools. Show less

• 

  Orange Business Services

  May 1998 - now

  Local Delivery Manager

  The overall job responsibility includes Manage & Own service/solution orders within the countries of responsibility.- Accountable for the on-time delivery of all service orders in the assigned local countries.- Meet or exceed the targets set by the management with regards to Customer Satisfaction, Overdue Orders, Database accuracy and Quality of 1st time installation.- Accountable for order management of all customer solution/service orders from the receipt of valid service requests, to the local handover as per predefined milestones.- Perform Order Validation of assigned orders with the local customer.- Be the Single Point of Contact for the local customer for administrative completeness and technical consistency.- Accountable for ordering, management and timely receipt of all PTT and third party vendor circuit requests from the receipt of valid service request, to physical customer delivery in accordance with committed schedules.- Accountable for ordering, management and timely receipt of all equipments with the Procurement-Team. Co-ordinating with the Shipping-Agents in tracking and delivery of the equipments.- Manage Network Node/Port allocation process.- Place, track & ensure completion of circuit orders with relevant local PTT and third party vendors, and Resolve any ordering related issues with the PTT or Third Party Vendor.- Proactive tracking and monitoring of all local loops until full delivery of ordered services.- Lead testing of circuit deliveries with the PTT until circuit fully operational.- Initiate action to escalate or expedite implementation issues, as required, to minimize delays in meeting customer committed delivery dates for service.- Ensure sales/provisioning databases are accurately updated at all times.- Request and analyze site surveys when applicable.- Be the main point of contact for the Field Services Tech during the installation phase.- Assist with the various acceptance tests, when applicable. Show less

• 

  EQUANT

  Dec 2001 - Mar 2005

  The Job responsibilities included Monitoring and Supervising the day-to-day activities of the DCSC Team. Special Additional Tasks – Service Delivery:- Co-ordinating with the SDU Team for Validating SITA/Equant customer Orders.- Co-ordinating with the PTT for ordering various types of Leased Lines, Testing of the Circuits, etc.- Co-ordinating with SITA-FS Team for new Installations (Routers, customer equipments, etc.)- Creating various reports on a timely manner.- Creating/Updating the Network Topology and the customer connection Database.- Constant online audit of the customer connections on the Network.- Managing the Router Stock Inventory. Show less

  • DCSC Team Leader (SPOC for Emirates Airlines) / Service Delivery

    Jun 2003 - Mar 2005

  • DCSC Agent (Dedicated Customer Service Centre for “Emirates Airlines” and “Gulf Air”)

    Dec 2001 - Jun 2003