Territory Manager (HDO) - Bharti Airtel - Greater Noida (2024-07) Broadband Installation & Fault Repair Lead–Greater Noida. Leading the Broadband installation and fault repair operations in the Greater Noida New Zone, including handling customer escalations effectively.
- Supervising and mentoring a team of engineers to ensure high-quality partner and customer support, while maintaining productivity and performance standards.
- Preparing and maintaining weekly team rosters to ensure optimal resource allocation and timely task execution.
- Accountable for maintaining all key KPIs related to installation and fault repair services, ensuring SLA compliance.
- Managing internal and external customer, sales, and business escalation emails to ensure timely resolution and partner satisfaction.
- Ensuring the availability of critical materials (ODF, FAT, SFPs) for both in-house teams and partner engineers to avoid any operational delays.
- Conducting regular gate meetings with partner field teams to review performance, address challenges, and align on objectives.
- Following up with the NOC for site outages and bandwidth choking issues to ensure quick resolution.
- Flashing SR & Installation Work Order Pendency Reports in relevant groups.
- Tracking SLA breaches, reopen, repeat cases, and Wi-Fi analyzer status.
- Managing Airtel-specific reports including Work Attendance, Work Order Assignment, Rollback, and NE process tracking.
Network
Engineer - Excitel Broadband (2022-11 - 2024-07) - Supporting the ~2400 regional partners and ~800000 customers related to their network issue (Internet/Broadband).
- Worked on FTTH technology (OLT/ONU/Switch/Fiber) - Worked on the ticketing system.
- Acquire and connect customer premises as per target.
- Homecare as per SLA.
- Maintaining the company network and provide best support to our team reports, as per requirement.
- Support field engineer on putty.
- Resolving the network slowdowns, connectivity problems within SLA.
- Resolving FTTH and DSL connectivity problems with provided tools(Grafana, XNMS, Obrervium) - Resolving OLT and ONU related problems with provides tools.
- Installation, configuration, and maintenance of G/EPON(FTTH) network.
- Installation, configuration, and maintenance of Metro Ethernet Network.
- Installation, Configuration, Troubleshooting of switch, OLT,ONU/ONT.
Network
Monitoring & Engineer - Hathway Limited (2021-10 - 2022-10) - Monitored dashboard systems for real-time network and service health insights.
- Troubleshot network issues to ensure minimal downtime and optimal performance.
- Tracked and logged technical issues for timely resolution and follow-up.
- Analyzed reports to identify trends, faults, and areas for improvement.
- Monitored power alarms to proactively address infrastructure and connectivity risks.
Social Media Promotion
Manager - Webads India Tenure: 1.5 Years - Managed and executed social media promotion strategies across multiple platforms to boost online presence and brand awareness.
- Created, scheduled, and monitored content campaigns, increasing engagement and reach.
- Analyzed performance metrics and optimized campaigns based on insights. IT Support Executive–Software & Hardware - Extramarks Education India Pvt. Ltd.
Tenure: 3 Years - Worked extensively on Linux (Ubuntu) OS to troubleshoot software-related issues.
- Provided end-to-end support for Extramarks' proprietary software content and systems.
- Diagnosed and resolved a wide range of computer hardware problems to ensure smooth day-to-day operations.
- Coordinated with internal teams to minimize system downtime and enhance IT support delivery.
