RUPENDRA KUMAR VERMA Row House No-71 Ravi Garden Pune Solapur Road Manjari Pune

PIN-412307 Phone: +91 9322470200E mail: rupendra_shra@yahoo.co.in , shraddha_rup@yahoo.co.in

Seeking assignments in Project Management, Service Delivery, Technical support and Client servicing with a reputed organization in Telecom, IT and other Service Sector.

PROFESSIONAL SNAPSHOT Electronics and communications engineer with MBA, ITIL and PRINCE2 practitioner Certified, over 17 years of proven success in telecom projects & operations. Around 9 Year Experience in Bharti Airtel Ltd and Presently associated with Reliance Communications Limited as an Assistant General Manager – Enterpr ise Business to handle Customer Technical Support and Project Management .Extensive experience in Project Management, Client Servicing, Service Delivery and Support Pre and Post Sales through executing & managing Large telecom projects. Insightful knowledge managing Telecom Projects and operations in the domains of Project planning & implementation, site commissioning and setting up of all Enterprise services ie Voice ,Data,PRI,ELL ILL ,Centrex ,MPLSVPN,Data Center and Cloud services .Effective communicator & leader with strong analytical, problem solving & organizational abilities.CAREER HIGHLIGHTSSince 24st April 2008 with Reliance Communications Limited as an Assistant General Manager – Enterprise Business The Reliance Group: Among India’s top private sector Business House, Over 100 million Customer Base, largest spread Network with 200,000 Km fiber route in India and well presence globally known GCX(Global Cloud Exchange )Career Path in Reliance RoleApril’08 to Nov’08 Service Delivery Manager -Bangalore-KarnatakaDec’08 to Dec-09 Service Assurance Manager- Mumbai - MHJan”10 to Sep’10Program Manager-Mumbai-MHOct”10 to March”13 PDM (Project Delivery Manager )- Pune-MHApril”13 to March”15 CSAM (Customer Service Account Manager)-Pune –MHApril “15 to till date CSM (Customer Service Manager )-Pune –MHNOTEWORTHY CREDITS Assistant General Manager (Enterprise Business) Projects Management

Providing Pre and Post Sales support to get new project and implement project as per Customer Requirement. Handling National and Global project and ensure delivery within SLA. Managing the complete range of project activities right from conceptualisation, costing/ route budgeting, site

survey to installation, testing and maintenance of Network. Carrying out advance planning for resource mobilisation, manpower deployment and rendering technical

support; ensuring the execution of projects within time, cost & budgetary parameters. Service Management/ Technical Support/ Client Servicing

Providing high-value added support to customers with respect to handle MACD (Move, Add, Change and Delete), and complaints with high level of customer satisfaction within SLA Time.

Daily monitoring feedback from customers for significant measure to enhance customer satisfaction levels and service quality reviews.

Analyzing reasons behind product failures/malfunction and directing subordinates to rectify the defects. Reviewing of Servicing Schedules and Maintenance practices to enhance the maintainability and upkeep

various support systems. Repeat Fault Analysis and SIP implementation to fix issue from route.

Network Management Proactively monitoring customer networks via the use of our network tools Responsible for the communication of System upgrades and Planned Events to Customers Planning and effecting preventive maintenance schedules of various systems to increase machine up time

and equipment reliability. Keep Monitoring and proactive Measure for High utilized network and fiber path and Equipments to upgrade

before crossing threshold Customer Satisfaction and Quality Management.

Monthly techcheck meeting with to review service performance along with Business and Billing Team to address all customer issue and Query.

SIP meeting for repeated fault to present RCA, Action plan and Time line to fix issue Interacting with related network teams for generating detailed and summary level report on Service Quality

both for internal and customer Responsible for coordination with NNOC, NPE, O&M, Billing, Vendor/ Partner, customer care and other internal

teams to ensure committed SQ Responsible for assuring committed Service Quality

PREVIOUS ASSIGNMENTS24th May’99 to 8th April 2008 with Bharti Airtel Ltd as Manager (Network Operations)

A part of India’s largest telecom group, having financial and Technical collaboration with Telecom Italia Warburg Pincus Siemens AG British Telecom and Motorola.Career Path in Airtel May’99 to Apr’01 Assistant Engineer (Technical)-Raipur -ChhattisgarhMay’01 to Mar’03 Engineer (QA/AT) Gurgaon- HaryanaApr’03 to Mar’04 Sr. Engineer (QA/AT)-Gurgaon-HaryanaApr’04 to June’05 Asst. Manager (Service Delivery) – Gurgaon –HaryanaJuly’05 to May’07 Dy. Manager (Service Delivery)-Pune-MaharashtraJune’07 to April’08 Manager (Customer service Delivery)-Pune-Maharashtra

NOTEWORTHY CREDITS

Manager (Customer Service Delivery) -Maharashtra Installation and Fault Repair

Represent Customer Service Delivery for Maharashtra To insure all the installation and fault repair with customer delight Maximize connectivity through building wiring and Sp to DP digging. Co-ordination with internal and external agencies to maximize the connectivity with minimum Fault. Sales, BCC and CC to ensure all the connectivity done within SLA, minimize fault and customer queries.

Vender, billing and Material Management Material Department to ensure all material availability on time and reconciliation. Finance to ensure all the bill of Service partner gets clear within billing cycle. Sales, BCC and CC to ensure all the connectivity done within SLA, minimize fault and customer queries. Vender Management to empanel process, rate finalization to bill get cleared Conduct several incentives vs. penalty plan to motivate vender to deliver world class services to customer.

Process and parameters Mapping and analysis through different process ie-Process performance Indicator,CSMM,CSI and non-financial

parameter. Conduct internal quality and process Audit and facilitate external quality, process and TRAI Audit. Handling and controlling all Service partner work

Customer Satisfaction Improve and plan our work to take feedback from CSMM and CSI. All our internal process towards the customer delight. Conduct service Camp and other technical activity to get customer feedback to improve customer satisfaction

and make direct relationship with customer. Quality (Acceptance Testing)

To install all the connection after internal AT for Quality and Quantity. Internal bill preparation of Daily connectivity to maintain quality, quantity and billing cycle. Implement 15 Days billing cycle for vender to ensure timely deliver vender payment.

Dec’98 to Apr’99 Veearsons Telepoint Surat (Gujarat) as Service EngineerThe leading service provider in office Automation of KTS System.EPABX, MOTOROLA WIRELESS, Brother FAX in Gujarat and Bombay.Involved in installation & maintenance of Meltron and Panasonic Key Telephone Systems.

Dec’96 to Nov’98 Lynx Communication Systems as Service Engineer, Surat, GujaratLeading service provider in office Automation of KTS System.EPABX, FAX ETC in Gujarat and Bombay. Responsible for Installation and maintenance of Flash EPABX and KTS systems.

PROFESSIONAL CREDENTIALS 3 Year Diploma in Electronics and Telecommunication from M.P. Technical board Bhopal in 1994. Secured 71%. 1-year specialization course (Equivalent to Post Diploma) in Electronics and process Instrumentation from Advance

Training Institute (D.G.E. &T), Govt. of India Dehradun (U.P.) in 1996 Aggregate Percentage 85%. PGDBA in CRM from SCDL Symbiosis Center of Distance Learning Pune in 2009 ,secured 63% with Grade “A”

PROFESSIONAL CERTIFICATION AND TRAININGS PRINCE2® Practitioner Certificate in Project Management  (Certificate Number - GR634022279RV) PRINCE2® Foundation Certificate in Project Management  (Certificate NumberGR633041011RV) ITIL® Foundation Certificate in IT Service Management (Certificate Number- GR750230171RV) GIS (Small World) Training at InfoTech Enterprises Ltd. (Hydra bad) organized by BTNL (Gurgaon) for 7Days. Fiber Optic Systems organized by BTNL (Gurgaon) for 2 Days. Outbound Management Training organized by BTNL (West) for 2 Days Corporate Theater management Training organized by BTNL (West) for 2 Days) First level leadership Training organized by BTNL (West) for 3 Days) Internal Audit Training organized by BTNL (West) for 2 Days)

PERSONAL DETAILS Date of Birth : 17th June, 1973 Permanent Address : 23 Ayodhya Vihar Smriti Nagar Bhilai Durg Chhattisgarh Passport No : J7113771 Present Salary : 16.55 Lac pa Notice Period Required : 1 Month