VIRANCH RAJAWAT

· Experience working with business sales, IT teams, legal and product development team to refine product features to meet market demands.

· Partner with RSPs and nbn Connection managers to manage exceptional service delivery to Enterprise and Govt customers for Enterprise Ethernet, Multisite Trial and Deal support projects.

· Successfully managed accounts for enterprise and government customer like, Coles, Woolworths, Australia Post and Dept. of Justice for nbn service delivery.

· Lead and manage RSP Business portfolio of products and services to deliver customer experience and operating model defined by nbn.

· Define e2e product lifecycle for nbn key business grade product “TC2” by working closely with sales and marketing team to meet revenue targets and customer satisfaction.

· Lead workshop sessions to launch business product for “TC2” services to showcase product understanding and business process walkthrough.

· Define UX journey to onboard RSP with nbn business products for business customer.

· Translate features into user stories within the team’s backlog while managing and prioritizing the backlog to reflect stakeholder’s requirements.

· Lead weekly/fortnightly cadence meeting with customers to keep the updated with all the systems, product changes and business processes.

· Coordinating project activities involving customers, cross-functional teams (workforce and delivery teams), external resources, and vendors, ensuring that everyone involved is working together to meet project objective and minimizing risks due to changing requirements and technical challenges.

· Collaborating with internal and external stakeholders and department managers to ensure continuous alignment with organizational goals.

· Reviewing and verifying technical design documents to ensure all installation, configuration and development guidelines are recorded for future references.

· Assisting in the development of technical project estimates, scope analysis, and technical documentation.

· Partnering with business project team to put a project test plan together and assisting them to resolve technical/non-technical issues during testing and hyper-care.

Achievements:

· Executed e2e delivery of >500 strategic Enterprise Ethernet connections with a median delivery cycle time of 55 business days in Aug’20 (down from 74 in Dec’19) – strong appreciation from Customers and BSM A/C.

· Received a fearless performer award for leading a workshop to demonstrate project outcome focusing on nbn premium business grade product TC2 to the wider group of organization.

· Develop the “Manage FTTx TC2 business” process/RACI and ensure focus on continuous improvement of processes.

· Received a ‘Making a difference’ award for exceptional support extended while performing operational duties.

· Yearly Performance Rating of 4 – Exceptional in 2019 and 5 – Exceed Expectation in 2020.

• Work closely with nbn Connection Managers, RSP Project Managers and field technicians to help transition businesses to nbn successfully.
• Work on high level escalations to support nbn Connection Manager and provide resolution to complex issues in timely manner by case managing them.
• Analyze service delivery partner performance and report to SLA Manager for any SLA breach for enhanced service incidents.
• Liaise with RSP and Enterprise & Government customers to ensure successful nbn service delivery.
• Jeopardy manage enhanced SLA scheduled work orders on the day and closely monitor its progress to completion.
• Technical Case Management of Enhanced and Business Assurance Incidents to meet strict SLA’s.

• Working closely with Project Managers, Developers, and internal/external stakeholders and vendors.
• Participating in all phases of testing: planning, executing, troubleshooting, and reporting.
• Provide ongoing support to the team of level 1/2 Operations analyst.
• Creating and maintaining detailed test plans, test conditions, test criteria, test cases, test scripts, test cycles, test data, and issues logs.
• Identifying loopholes and propose various ways for the enhancement of in-house applications in PROD environment to achieve better customer experience.
• Assist in developing and implementing process improvements to meet business goals.
• Train, mentor, and guide team members in new processes.
• Work with senior management and members of different department to implement changes.

• Respond to incoming support requests within strong SLA timeframes.
• Domain User Account Management via Active Directory and Sugar CRM.
• Perform troubleshooting on TCP/IP, Dial up and 3G modems based network devices.
• Liaise with SDM, stakeholders and third party service providers.
• Perform operational checks on the Servers (Windows and UNIX) for using SQL queries and shell scripts.
• Respond to alerts generated by monitoring systems, alerts related to Windows Services not functioning, Failed PING Test to the Servers, switch, repeaters, low disk space etc.
• Remote desktop support to the customers to resolve application issues and phone based technical support.
• Incident Management based on ITIL methodologies.
• Determine cause of service interruptions including hardware failure for network PC desktop, printer and other peripherals.
• Generate crystal reports on weekly and monthly basis for IT stakeholders and service delivery managers.
• Document and maintain service desk policies and procedures.
• Analyze data using SQL queries and ability to run via command line.
• Re-build index, compile/debug stored procedures and functions in SQL Server Database.
• Configure/modify web applications using MySQL workbench and SQL developer.
• Upgrade in house applications based on client's requirements.

• Level 1 Desktop/ Laptop Support to the end users (Office 2007/2010, Outlook 2007/2010, Active directory environment).
• Performing system, regression, and user acceptance testing for applications and systems using both manually and using automated test process application
• Network Management, configuration of Cisco routers and switches.
• Assist the HPIT network team to configure the switches, router, connect to backbone and test.
• Configure and test new WLAN Access Points
• New PC setup, install, re-image and End User Data Transfer.
• Patching data and voice outlets and checking network connectivity.
• Troubleshoot outlook issues, printer support and basic network issues.
• Operating System Management.
• Client Installation Procedures Management and Troubleshooting.