Vinod Kumar

CCNA-certified Network Support Engineer with 13+ years of cross-domain experience, currently specialising in enterprise branch network operations for SBI Bank (60+ branches). Deep expertise in switch/router management, ISP coordination (BSNL, Airtel, Sify, Jio, TCL), BMC Remedy ticketing, and NOC collaboration. Complemented by strong client-facing skills from a decade in banking and quality assurance — enabling effective stakeholder communication alongside core network functions.

Network Support Engineer - Sify Digital Services Limited

(2025-10)

Client: SBI Bank

• Monitor and maintain switches and routers across 60+ SBI bank branches, ensuring consistent network health.
• Track and resolve incidents using BMC Remedy ITSM tool with timely escalation per defined SLAs.
• Conduct quarterly on-site branch visits to audit network infrastructure and ensure compliance.
• Report daily/weekly uptime and downtime of ISPs (BSNL, Airtel, Sify, Jio, TCL) to management.
• Coordinate with NOC teams in Hyderabad and Mumbai to maintain uninterrupted branch connectivity.

Branch Banking – Assets Relationship Manager & Front Desk - ICICI Bank

(2022-01 - 2025-09)

• Managed front desk operations with a focus on customer service excellence and query resolution.
• Cross-sold banking products: credit cards, personal loans, home loans, and insurance.
• Opened and managed Current and Savings accounts for retail and business clients.
• Handled end-to-end processing of Home, Car, Personal, and Mortgage loans with advisory support.

Phone Banking Officer & Quality Analyst - Teleperformance

(2020-09 - 2021-12)

Client: Axis Bank

• Handled inbound calls for Axis Bank credit card, personal loan, and insurance queries.
• Performed quality audits on agent calls to ensure compliance with bank and regulatory standards.
• Coached team members on call quality improvement and effective customer handling techniques.

Customer Service Executive & Quality Analyst – Non Voice - Sutherland Global Services

(2017-10 - 2019-09)

Client: Uber Rider Support

• Managed non-voice customer support (chat/email) for Uber rider escalations globally.
• Conducted quality audits on chat and email interactions to maintain service benchmarks.

Sr. Customer Care Executive & Quality Analyst - Connect Business Solutions

(2012-09 - 2016-08)

Client: Tata Sky

• Handled inbound and outbound subscriber support calls for Tata Sky.
• Promoted to Quality Analyst; monitored calls and provided structured performance feedback.

Bachelor of Technology - B.Tech - Vignana Bharati Institute of Technology, Ghatkesar (2012)