Prachi Agarwal

Experience

• 

  Wipro

  Jun 2006 - Jul 2007

  Technical Consultant

  • Providing technical support to an American operator using various application tools like Remedy and Citrix• Manage blackberry related hardware problems• Attending customer complaints• Giving support to first line troubleshooting team

• 

  Ericsson

  Jul 2007 - Apr 2017

  ➢ PROJECT- AIRTEL AFRICA • Responsible for the performance and cost effectiveness of the operational service contract• Responsible to ensure that the operational interfaces with the Customer to perform the activities under the contract are available, properly governed and complies with contractual and MSIP definitions• Ensured that any needed resources, processes and systems are available to support all activities• Secured complete adherence to the MSTOP processes and for the correct and efficient utilization of the associated tools.• Responsible for the Operations Management of the centers, in order to ensure the complete fulfillment of the contracted SLA.• Responsible for coordinating its delivery activities amongst the various service delivery units involved with the specific contract delivery, signing an OLA when required.• Responsible to negotiate, sign and maintain OLA documents with any service delivery unit or third party in which a specific operational interface is required to achieve the fulfillment of activities• Responsible for the hour allocation of its resources on the contract cost center, according to the financial agreement Show less REGION – RSSA and RINA • To administrate, create and maintain all agreements to deliver services from GSI towards Region• Discuss and agree with all stake holders, deliverables agreed in scope during cost estimation phase and endorsed in WLA• Initiate changes in WLA on recommendations of MS Solution SME, MSDM and other stake holders• Identify and secure OLA with any delivery organization involved on the specific customer delivery solution necessary for the WLA fulfilment• Review and validate inputs received from SDU on solution, headcount, cost, work volume assumptions and close loop it with Region• Support MSDM and Solution SME in identifying and capturing scope changes• Trigger MSDM for ICRRB on timely manner• Work with GT&T project manager and MSDM to ensure a go ahead for GSI cutover is given only after all critical agreements have been secured Show less ➢ PROJECT- BHARTI AIRTEL • Managing the packet core team of multi-vendor managed services in SRF• Responsible for handling Core Elements of Packet Core Network SGSN, GGSN (SACC integrated), DNS, AAA/Radius, SASN etc.• Link Modification/Configuration/Troubleshooting, routing, APN configuration & IP pool addition for APN• Hands on LTE, 3G connectivity for Bharti’s 15 circles ICR connectivity.• Preparation of design documents/DLD for Ericsson SGSN/DNS node.• Roaming configuration with GRX, testing and resolution of 2G & 3G GPRS roaming (Postpaid & Prepaid) with National and International operators.• Supporting roll out of new/swap networks with new feature implementation.• SGSN in Pool configuration & License management on SGSN• Carried acceptance testing for newly installed SGSN• Involved in shifting of traffic in GGSN for optimum utilization of network resources• Troubleshooting network problems by analyzing various traces like Wireshark, Integrated Traffic Capture.• Involved in packet core swap with CISCO (ASR 5K & 9K) & HUAWEI products• Scripting for monitoring of Solaris/Linux Servers• CDR handling in SGSN & GGSN ➢ PROJECTS- AIRTEL AFRICA, VIETNAM MOBILE, AIRCEL, AIRTEL BANGLADESH & ETISALAT OPERATIONS • Driving the configuration management changes involved in the packet core domain• Optimizing & upgrading software configuration version of SGSN R8 & R7• Team Resourcing & Management, training to new joinees • Well aware of the best practices as per MSTOP• Motivating team in order to work towards customer satisfaction• Involved in providing solutions & troubleshooting as and when required during the configurations in maintenance window. Show less ➢ PROJECT- RING BACK TONE, RELIANCE MOBILE & BSNL • O&M of PRBT/CRBT servers like SGW, MIP, IVR (UNIX based application).• Alarm Management and monitoring using ER (Ericsson Resolution) and OVO (Open view operations), WHATSUP for all the projects.• Attending customer complaints for Reliance, BSNL, MAXIS and SingTel SyncML and Bharti.• Recommend timely actions and solutions to customer service requests. Checking the status and performance of the working system on daily basis and analysis of results.• Achieve overall quality goals for project• Handling Configuration, Change Management, Trouble Management, Fault analysis & Monitoring BSNL,RTL CRBT nodes and Bharti VAS nodes Show less

  • Sr. Business Analyst

    Oct 2014 - Apr 2017

  • Delivery Agreement Manager

    Oct 2014 - Apr 2017

  • Senior Engineer- SRF-Packet Core Network

    Mar 2010 - Sept 2014

  • Subject Matter Expert- VAS Operations

    Oct 2009 - Mar 2010

  • Value-Added Services Engineer

    Jul 2007 - Oct 2009