Brijesh Rawat

Experience

• 

  Matrix Computer Solutions

  Jun 2002 - Dec 2002

  Onsite Support Engineer

  Perfect Computer Systems, New Delhi June’00 – May’02 Onsite Support Engineer

• 

  Academy of Computer Studies

  Jan 2003 - Jun 2003

  System Administrator
• 

  R T Outsourcing Services Ltd

  Aug 2003 - Mar 2007

  Key ResponsibilitiesHandling Avaya 8720 Media Server based voice system for the complete call centre setup. Monitoring and maintenance of all the voice infrastructure and performing necessary action in case of any failure within required timeframe. Monitoring of call flow and call centre operation and doing necessary activities to minimise the downtime.Studying, analyzing the Operations’ requirement regarding the modification of the call flow or any other requirement from the client and providing the necessary technical consultancy to the Operation Managers.Working with Operation team to rollup the new Call Centre projects as required by the clients.Handling critical Voice Infrastructure related activities such as up gradation (software and hardware), modification and installation.Collaborating with all related vendors to ensure smooth functioning of Voice setup as well as resolving different technical issues. Working with Operation teams to propose and create process flow charts for customer requirements Working with Service delivery team to achieve TAT for support and repairsDesigning and updating the process flow charts for support delivery for different call centre processes.Working on the setup requirements and if required, updating the same to the concerned people. Training Service delivery about the Voice Setup and the new technologies being incorporated in the setup to ensure elevated TCE and faster resolutionsWorking on technical solution, documentation and appraising all the teams about the same Show less Microsoft Platform) Key ResponsibilitiesHandling Windows 2000 and 2003 based Domain environment with different critical services running. Performing day to day activities such as creation, modification and deletion of user accounts, configuring user based ACLs as per the requirements, creating OUs and placing concerned users and computers accounts for easy manageability and systematic approach.Implementing, managing and maintain in-house web based tools using IIS5 and IIS6.Managing and monitoring the Windows Server Update Services Server and checking the latest patches and updates available for the operating systems deployed in the organisation.Managing and monitoring System Management Server 2003 and using the same for remote deployment of various patches and software, remote management of assets, remote troubleshooting of the systems etc.Managing and monitoring Live Communication Server 2003 for providing internal chat facility to the users for instant and cost effective communication.Managing and monitoring Microsoft SQL Server 2000 and doing day to day activities such as hosting new database, maintaining the existing databases, reviewing security scenario etc.Managing and monitoring McAfee’s e-Policy Orchestrator server for internal antivirus protection and checking regularly whether the latest virus definitions are being deployed across the network.Handling 2nd level escalations moved forward by the frontline engineers and providing necessary support for proper resolution of the problem. Show less

  • Senior Telecom Engineer

    Sept 2005 - Mar 2007

  • System Administrator

    Aug 2003 - Aug 2005
• 

  InTouch Solutions Pvt. Ltd.

  Jul 2008 - Aug 2012

  Manager (IT)

  Responsible for maintenance and management of complete IT infrastructure setup.Responsible for providing technical expertise regarding the fulfilment of the Operation requirements for running as well as new projects/sites.Planning, preparing and transitioning of the technologies to the Service Delivery team on the newly created setup to the engineers assigned to the new project/site.Handling elevation process to improve E2E TCE and decreasing resolution time and field escalation.Driving the Service Delivery process through proper complaint logging tool and keeping tab on the SLA.Reduction of running cost through implementing new technologies and replacing obsolete technologies with new, improved and cost effective technologies.Co-ordinating with clients for catering the various process and business requirements.Reducing the downtime to negligible levels and doing proper analysis of the downtime, if any, to prevent the reoccurrences.Managing the support team to excel business targets, service delivery, support matrices.Identifying training needs across levels required for different roles & analysis of existing level of competenciesProcess and technological re-engineering to suit the changing needs of the organisation.Overseeing problem management & providing resolution to internal-external clients for minimum downtime. Show less

• 

  GCMS Information & Communication Technology Services

  Sept 2012 - Dec 2013

  Principal Consultant (Information and Communication Technology)

  Responsible for providing technical expertise to various clients regarding the fulfillment of the business requirements for running as well as new projects/sites.Planning, preparing and transitioning of the technologies to the Service Delivery team on the newly created setup to the engineers assigned to the new project/site.Driving the Service Delivery process through proper complaint logging tool and keeping tab on the SLA and CSI.Helping the reduction of running cost through guidance in implementing new technologies and replacing obsolete technologies with new, improved and cost effective technologies.Detailed survey of client infrastructure and sharing the analysis with the clients along with guidance in future course of action in CSI. Show less

• 

  ISON BPO India Pvt. Ltd.

  Dec 2013 - now

  Senior Manager (Technology)

  Responsible for overall direction and control of all aspects of the information technology function in the organization i.e. systems analysis, programming, data security and control, computer operations, and telecommunications. Advises management on the use of computers and telecom equipment, and is the administrative and technical head of all data processing activities. Directs strategic planning of computer and telecom systems to meet present and long term information and communications needs of the company. Key role in setting of company policies and guidelines relative to IT and telecom.Preparation of IT and Telecom plans for existing and new business as needed.Regular and systematic evaluation of the operating results of the IT organization, including reporting to the Head Information Technology and senior leadership team.Overall development of IT and Telecom operations, processes and procedures in support of company goals and objectivesEnsures that all organization activities and operations are carried out in compliance with company code of ethics, local, state.Develops and maintains strong, positive client relationships by building a bridge to the client and evaluating opportunities to improve their business. Supports all Operational efforts. Show less