SANJAY GULATI

Contact No.: +91-9818698492 E-Mail: sgulati1.sg@gmail.com

Seeking challenging assignments in Telecom Operations , Telecom Service Delivery and Team Management with an organisation of high repute.

SNAPSHOT

13+ Years industry experience in Telecom Operations, Service Delivery , Team Management . Responsible for managing the operations and team responsibilities seamlessly and

timely. Played a key role in transitioning the tasks from local Service Delivery team of Europe to India . Well-versed with CCNA concepts related to LAN & WAN, Coordinated with Internal Customers (European Project Managers and teams in India ) on

regular basis on Customer related issues such as wrong service provisioning , new features to be added in existing services and some Circuit bandwidth related reporting issues .

Proven ability to perform well under pressure with excellent leadership, management, communication, customer service, and problem-solving skills.

Adept in supporting and sustaining a positive work environment to foster team performance with strong communication & relationship management skills.

An effective leader with distinguished abilities in end-to-end customer operations management; skilled at motivating team members to maintain deliverables as per SLA.

Expertise in attending to various telecom & networking issues and resolving these problems.

CAREER CONTOUR

Working for COLT Technologies Pvt. India Ltd., Gurgaon as Senior Team Leader from June 2006 till date .

Operations and Team Responsibilities

Senior Team leader in service delivery operation functions; supervising a team of 13 team members Team include Technical Lead, Senior Analyst , and Administrators ,

Working on assignment of Cisco Router for Customer Sites depending on the Service and additional features Customer requires from COLT .

Working closely with presales team , sending them the details for Layer 3 devices to be deployed on the Customer site along with Layer 3 device quotes .

Implementing configuration on PE side and providing Router startup templates to country workshop teams with respect to the Router need to be deployed in Customer Premises .

Working closely with EU IP PM’s for elite Customer projects . European PM’s assign project activities which need to be handled by India team . My role is to see that deadlines are met in delivering the activities , Identifying the teams involved , collating issues faced by teams, check for the stakeholders for issue resolution and sending the activity reports on assigned timelines .

Closely working with Account executives , Solution Architects , Implementation Managers and Project managers to Plan for non Standard devices for Customer sites .

Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction and Ensured that KPI Metrics on “Productivity”; “Turn Around Time” & “Quality” are adhered to; contributing to key strategic initiatives of COLT.

Responsible for Change order Process , where Soft changes are to be scheduled with Config Engineer and has to be completed within 24 Hours .

Establish & Manage Relationships / Engagement with the internal Customers by way of arranging Weekly and Monthly calls with Europe Project managers discussing on the issues faced in delivery , discussing on the action plans on the resolutions . Have to ensure that all internal customer queries are followed up on a timely basis and same to communicated as well .

Responsible for following agreed escalation & communication plans for faster delivery . Identify and drive continuous improvements and initiatives in process . Hiring of Analysts , Senior analyst , training, inductions, employee & client satisfaction scores,

performance Appraisals and attrition management . Generating the reports and submitting to management on the team performance and updating the

management about the Highlights or the achievement done by the team . Collaborate with internal teams by means of cross skilling or communications issues faced in

delivery which is communicated by the Project Managers while discussing issues faced by them . Involvement in transitioning of task from Europe to India . Plaining and organising Scope of work for India teams after transitioning . Involvement in Quality management system to have error free task .

Key Highlights in present role instrumental in off-shoring the transitioning of tasks from local Service Delivery team of Europe. Involved in handled the coaching and development of the team members to achieve uniform skill

levels including technical development and business understanding. Evaluated new processes and technology; established the training & development plans for the

team. Maintained a high quality of output and ensure completion of tasks to a target of zero errors. Took charge of the overall process development and improvement. Won the following:

Successfully Completed Process standardisation of IPVPN Provisioning tasks followed in 13 European countries in COLT . Awarded towards outstanding contribution to the success of this project.

Awarded ‘Silver Shine Award’ for bringing up team to perform good quality of work ‘first time right’ .

Worked out of hours for Colt’s esteemed customer & Won ‘GOLD Shine Award’ . Technical Training imparted to various Colt’s sub functions and got various appreciation from the

team and Management . Worked / Planning on Automation Tool which can result in Head Count saving . Bringing efficiency in network services by restructuring processes to improve efficiency by 15% in

2010 . Completed the Kaizen– Wave 1 and 2 Projects in 2011 & 2012 (Service Delivery internal Projects )

that leads to efficiency improvement and Cost saving for network services India team. Strengthened the existing QC mechanism with an objective to improve “Output Quality” of functions

from current +95% to +98% consistently throughout . Reporting - Report and measure the team’s performance through an agreed level of SLA’s

SITA.Telecommunication Nov 2004 June2006

S.I.T.A (Societe Internationale de Telecommunications Aeronautiques), world’s leading provider of Global Telecommunications and Information solutions to the Air Transport Industry .

Worked as Engineer operations in SITA.Telecommunication and is responsible for End-to-end lifecycle

support for workplace IT infrastructure for Airlines operation . Recognized by SITA as a professional with strengths in Strong Management & Leadership skills, Project Management, IT Infrastructure Implementation and leading to teams to meet the business goals.

Job Role / Responsibilities Act as SPOC for any escalation & coordination for with various Airlines Agencies and resolution and

monthly analysis on the incident raised by Customers . Configuration of Airlines TE/Software on server and ensure online end to end connectivity. Doing Vendor Management & Meeting with Airlines Representatives . Configuration and Testing of Cisco Routers 2600, 3600,, Switches 2900 & Various Leased Line Modem

like ASM 20,31,HTU E-1. Implementation of VLAN on Switch, HSRP on routers etc. Operational Support for All Major International & Domestic Airlines Networks. Providing Second level technical support for LAN/WAN to the engineers located at different remote

locations in the country. Testing and Troubleshooting of Leased & ISDN line and coordination with MTNL.

Key Highlights Created completed documentation of all network equipment’s with IP addresses to have central

repository . Created Network diagrams per Airlines so that easy trouble shooting could have been possible . Motivated people to work smarter on project and BAU to save time and cost .

HCL Infosystems LTD, Noida Mar 2003- Oct 2004

Worked as Team leader technical in HCL Infosystems limited , Noida for Providing Facility Management services Support ( Computer Hardware and Networking ) to AIR INDIA at IGI Airport , New Delhi .

Management and functional Responsibilities:

Leading technical Team of 12 Engineers working in shifts.Maintenance Activities :

Providing support for different type of servers/PCs / Diskless PCs/ Laptops / Printers /Boarding pass and Boarding Tag Printers and all network equipment’s at different location of Air India in Delhi . Customer used to get the ticket raised through internal ticketing systems , I used to assign the tickets to the shift Engineers and used to analyze the issues raise on daily , weekly and monthly basis to understand the pattern and resolve .

Testing and Troubleshooting of Leased & ISDN line and coordination with MTNL. System performance time for various data transaction through the mainframes working at

Mumbai . System performance for different Network equipment’s lying at different locations at Air India

Data Circuit Management . Monitoring all data circuit on hourly basis and coordination with DOT / MTNL for fault

reporting / resolution . The downtime report has to be submitted to Air India on periodical basis .

Vendor management . Interaction with central site support team for the mainframes related problems . Interaction with properties and facilities department for local power and Air conditioning

problems . Vendor management with M/s LIPI data for High speed Printer problems and M/s Elnova for

Ups support activities . Ups ranging from 0.5KVA to 5KVA .

Key Highlights Adeptly created KEBD for various Query by project Engineers to support them effectively. Various trainings imparted to the team on Hardware , Software installation , Terminal installation and

troubleshooting . Motivated people to work harder and complete the project on time within less cost.

ACADEMIA

B.E (Computers) from SIT Tumkur , affiliated to Bangalore University in 1993 ITIL V3 Certified . Prince 2 (foundation and Practitioner ) Done PMP Training .

TRANSITIONING

Transitioning of VOIP Access Process from EU to India , 15 Days Spain , Barcelona in 2007. Transitioning of IP Provisioning task for FR and NL in 2009 Transitioning of IP Provisioning task for AT and DK in 2012 . Transitioning of task which involve Layer 3 Cisco devices that need to planned for Customer Sites

based on the Services Customer opted from EU to India in 2015 .

TRAININGS

Attended workshops on Time management . Interviewing Skills . Conflict Management . People Development. Leadership Essential . Cisco and Juniper Routers in 2009. ITIL® Certified Prince 2 PMP Training

PERSONAL DOSSIER

Date of Birth : 18th November 1970Passport Number : L4682032Expiry Date : 22/09/2023 Present Address : A-127, First Floor , Surya Nagar , Ghaziabad (U.P ) 201011.Permanent Address : 1/51 , Street No 4 , Vishwas Nagar Shahdara , Delhi -110032