Summary
Overview
Work History
Education
Skills
References
Languages
Achievements And Trainings
Timeline
Generic

Sarthi Kochar

Brisbane

Summary

Experienced professional with understanding of business processes, technical knowledge, and effective communication skills to work in a team-based, client focused environment. ITIL Certified with 8+ years of industry experience.

Overview

10
10
years of professional experience

Work History

Process Support Coordinator

Telstra
10.2023 - 12.2024
  • Staying updated on changes and new offerings to provide accurate information to enterprise customers
  • Drive technical closing/transition of the IT services as well as identification and development of new business services like SIP, IPT, NBN Voice, Data/IP, WAN and PSTN services
  • Handle incidents, new changes in the network raised by enterprise customer and SLA adherence & compliance with monthly reporting
  • Handle escalation/complex issues, enable incident management process with timely updates to all stakeholders and updating customer records
  • Involved in technical closing/transition of project as well as identification and development of new business cases including tools and processes
  • Coordinate with Procurement and Asset Management teams to resolve customer escalations and queries
  • Manage enterprise customer inquiries/disputes related to service chargeability, or transactions related to the technical services provided
  • Responsible for seamless connectivity of the services and Undertake IT moves/add changes request
  • Processes requests for changes (RFC) and ensures that these are classified and prioritized based on importance, impact, and complexity
  • Coordinate with client, cross-functional teams and third-party vendors to maintain network stability

Technical specialist (Incident Manager & Project Coordinator)

HCL TECHNOLOGIES Ltd.
10.2021 - 05.2023
  • Collaborate with global project resources, onboard them with technical architects and SMEs to align technical design/solution to project requirements to provide support and build strong relationships with the customer’s operational teams
  • Handle incidents, new changes and implementation in the cloud and on-premises network environment involving WAN/LAN, CUCM/CUC configuration changes (IPT), wireless network setup with wireless LAN controllers and access points
  • Manage 3rd party vendor and field support involvement by defining incident process flow and discussion on their OLA’s through weekly/monthly calls
  • Lead major P1/P2 outage calls, escalations, timely updates to all stakeholders throughout the life incident and to enable incident management process and assisting with an analysis of their incident after resolution
  • Proactively Identify and collaborate on issues that need to be escalated to Problem management and attend collaboration meetings
  • Collaborate with Problem team on complex issues to collect data for RCA/MPRs where analysis of situations requires in-depth evaluation of factors
  • Represent Global CAB, weekly/Daily meetings with appropriate tracking, defined and formalising a global standard for compliance
  • Help develop change policies to implement changes to production IT environment, include risk analysis/mitigation, technical documentation, communication plans, implementation/back-out plans, change calendar and document changes to scope and costings
  • Build a strong partnership with the client by ensuring proactive discussions and recommendations on client’s current and future goals
  • Ensure to represent the Project achievements and challenges with Weekly Dashboards and Monthly Reviews
  • Conduct incident audits/skill gap analysis to understand the level and performance of resource and share feedback, growth path on improvements
  • Deliver technical and process trainings, automated processes and to develop knowledge articles repository on common & complex issues

Incident Management Professional

British Telecom (BT) Group
12.2015 - 10.2021
  • Configuration, administration and troubleshooting of IPT, LAN/WAN, Wireless deployments
  • Provide technical and process in activities like bandwidth upgrade, IOS upgrade in Switches/Routers and WLC, device refresh, WLAN guest access setup, simple changes like SSID configuration, AP addition, etc
  • Lead major P1/P2 outage calls, escalations, timely updates to all stakeholders and day-to-day operation of the incident management process
  • Transition various accounts and work with project team to execute testing/ORT, documentation for new transformations in the production environment as part of HOTO (Handover to Operations) and perform risk analysis on major implementations and educate team on rightful ownership of risk
  • Conduct post Incident Reviews and provide detailed RCA insights on escalated/critical incidents and prioritize incidents to identify their causes for proactive prevention

Subject Matter Expert (SME)

British Telecom (BT) Group
08.2017 - 07.2020
  • Handle multiple accounts and act as shift lead for Network Command center and Technical 24x7 Service Desk
  • Experience in troubleshooting and fault/problem resolution on the issues related to Cisco IPT, Wireless, LAN/WAN and network security
  • SLA adherence & compliance with monthly reporting
  • Keep track of information, escalation and coordination of new changes and implementation tasks
  • Assess risk and closely work with ServiceNow administrator for CMDB monitoring coverage of configuration Items and ensure services are in place

GTE/Network Engineer

British Telecom (BT) Group
12.2015 - 07.2017
  • Hands on practice on Cisco Unified Communications Manager (CUCM), Voice Gateway, Cisco Unity Connections (CUC) and LAN/WAN Network
  • Coordinate with client, cross-functional teams and third-party vendors to troubleshoot issues related to call routing, IP Phones, CIPC and VLAN
  • Understanding on ISDN, T1/E1, Static Routing, Dynamic Routing (BGP, OSPF) and work with telecom service providers to rectify and resolve circuit issues

Business Support System (BSS) Field engineer

HTIS PVT. LTD.
07.2014 - 11.2014
  • Maintenance & troubleshooting of BSS network especially Base Station Controller (BSC), Base Transceiver Station (BTS) and WAN Networks
  • BTS and transmission troubleshooting and fault/problem rectifications of Microwave Links (TN-Ericsson)

Education

Bachelor of Technology - Computer Science

MDU University
India
06.2013

Senior Secondary education - ICSE

St. Xavier’s Sr. Sec. School
Sirsa
01.2008

Skills

  • Cisco Wireless
  • ServiceNow
  • CUCM / CUC
  • VMware
  • Cisco Prime (CPI)
  • Office 365
  • Smarts Monitoring
  • Expedio
  • NGSD
  • Splunk
  • Microsoft office suite
  • SolarWinds
  • Cherwell Ticketing
  • SharePoint
  • Amazon Web Services (AWS)
  • Jira
  • Microsoft Visio
  • Smartsheet
  • Salesforce

References

Professional References available upon request

Languages

  • English
  • Hindi

Achievements And Trainings

  • ITIL V4 Foundation certified
  • AWS Cloud Practitioner and AWS Cloud – Solutions Architect Associate trained
  • CCNA 200-301 certified
  • Successfully completed MIM (Major Incident Management) and Cloud training program conducted by British Telecom
  • Appointed as central point of contact between Operations and Project team for technical delivery projects while working with British Telecom
  • Recognized by customer for my leadership in reducing incident resolution time by 30% through process optimization and automation
  • Recognized by higher management on successfully coordinating IPT network transformation project which resulted in a 40% increase in network stability, including overseeing network design, equipment procurement, installation, configuration, and testing

Timeline

Process Support Coordinator

Telstra
10.2023 - 12.2024

Technical specialist (Incident Manager & Project Coordinator)

HCL TECHNOLOGIES Ltd.
10.2021 - 05.2023

Subject Matter Expert (SME)

British Telecom (BT) Group
08.2017 - 07.2020

Incident Management Professional

British Telecom (BT) Group
12.2015 - 10.2021

GTE/Network Engineer

British Telecom (BT) Group
12.2015 - 07.2017

Business Support System (BSS) Field engineer

HTIS PVT. LTD.
07.2014 - 11.2014

Bachelor of Technology - Computer Science

MDU University

Senior Secondary education - ICSE

St. Xavier’s Sr. Sec. School

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Sarthi Kochar