Basic Info

Wilson Lewis

More than 15 years

Pune, India

Diploma

Manager

Work Experience

Operational Lead at Wipro Technologies

Experience Details

Operational Lead

IT/Software Development, Installation/Maintenance/Repair

Manager

 Network Operation Lead for a Global customer operating offshore NOC from multiple locations across India and Responsible for overall service delivery SLA adherence, customer relationship management.
 Building the project team, managing the quality, cost of the deliverables. Customer experience management through Quarterly, Annual CSAT survey
 Preparing the Resource Loading sheet, Team Sizing, Resource planning, Resource hiring through demand creation and creating the Shift Roster
 Managing Service Delivery, Service Operation, Vendor Management, Preparing Dashboards, Service Delivery reports and managing the Escalations.
 Leading a team of 50+ IT Professionals comprising of Service Desk, Level 1, 2 Technical Specialists and Consultants, administered activities related to periodic reviewing of internal team and customers for projects in area of data/voice networking(IP Telephony) Undertaking activities related to performance appraisals, career progression, rewards and recognitions, enabling right working environment, coaching & mentoring employees to next level.
 Documenting SOP, SMTD, performing RCA for SLA/KPI breach. Identifying the opportunities for improvement Building Knowledge Management System for team reference
 Successfully executed two Lean Projects to improve the SLA’s and customer experience.
 Taken the ownership in leading the e2e Service improvement meeting with all relevant resolver groups and stakeholders.
 Monitoring the Incidents raised by Service desk/Level 1 team and identifying potential major Incidents
 Raising the priority to P1 and assuming the ownership. Dispatching the cases to relevant resolver groups. Follow up with any third party involved in the resolution of the incident and with the resolver group Incident managers and ensuring that the SLA’s are met
 Reporting the periodically outages and incidents status to the relevant customer.
 Preparing the Major Incident reports, Conducting the major Incident review meeting
 Managing IT Network, Data Centre, Ensuring Security of Data, Network Access and Backup systems.
 Responsible for Procurement, Installation, Movement, Addition, change and disposal of IT assets.
 Maintaining current and accurate inventory of technology hardware, software and resources
 Regular Periodic review and evaluation of IT systems. IT Vendor Management , Ensuring Maximum availability of IT Infrastructure


Company Details

Wipro Technologies (multinational)

Pune, India

More than 1000 employees

Information Technology Services

www.wipro.com

Apr 2011 to Jan 2017 (5 years 9 months)
Technical Specialist at Wipro Technologies

Experience Details

Technical Specialist

Customer Service/Support, IT/Software Development

Experienced (Non-Manager)

 Second level Technical support related to Versatility PABX and Meridian PABX for the leading telecom service provider

British Telecom in UK. Configuration of Unified Communicator, PRI/BRI, Voicemail, Auto attendant, DDI, ACD, Broadband Module, IP trunks, IP phones, IP soft phones, Unified messaging, WLAN, NAT, Firewall etc.
 Analyzing the faults and Perform Remote Diagnostics and provide resolution for the incident. Interact with end customer’s onsite to collect further information to provide resolution for the incident up to customer satisfaction within the defined SLA.
 As an SME ensuring the technical competency of the team members on Basic fundamentals of PBX, networking/ VOIP and TDM/PCM switching techniques and product specific to reduce per fault handling cycle time and internal knowledge transfer
 As a part of service monitoring, under take special fault investigation tickets in which the faults are monitored until the complete resolution is provided for customer satisfaction


Company Details

Wipro Technologies

Pune, India

More than 1000 employees

Information Technology Services

www.wipro.com

Sep 2007 to Mar 2011 (3 years 6 months)

Achievements


Successfully Executed two Lean Projects to improve the Restore SLA and improve customer experience.

Education

Technical Diploma in Electronics and Communication Engg

Education Details

Technical Diploma

Electronics and Communication Engg

Karnataka University, India

C / Good / 65 - 75%

Microprocessor, Industrial Electronics, Radar and Microwaves, TV Engineering

N/A

Karnataka University
1992 - 1995
High School - Other

High School Details

Other

St. Mary's High School

India

1990

C / Good / 65 - 75%

N/A

St. Mary's High School
1990

Certifications

Certificate details

ITIL 2011 Foundation

Dec 2012

N/A

N/A

1202#311620014

TUV SUD Akademie

N/A

Certificate details

ITIL Intermediate-Service Operation

Jun 2017

N/A

N/A

N/A

People Cert

N/A

Training and Courses

Training/Course Details

Project Management

Oct 2016

Wipro Technologies

N/A

CCNA at KaRRox
Sep 2008

Training/Course Details

CCNA

Sep 2008

KaRRox

N/A

Training/Course Details

Avaya IP Office

Jun 2007

Avaya Global Connect Ltd.

N/A

This profile is not updated!
Last update more than 5 months ago.

Jobseeker photo

Profile Skills and Keywords

Avaya IP OfficeCCNACustomer ServiceElectronics And Communication EnggEnglishExploring New PlacesFishingGardeningHard WorkerHindiITIT Operation ManagementITIL 2011 FoundationITIL Intermediate-Service OperationIncident ManagementInformation Technology ServicesInstallationKannadaLeaderMS ExcellMS PowerpointMS WordMaintenanceOperational LeadPeople ManagementProblem SolverProject ManagementRepairSoftware DevelopmentSportsSupportSupportiveSwimmingTeam ManagementTeam PlayerTechnical SpecialistWipro Technologies

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Hindi

Hindi

: Fluent

: Fluent

: Fluent

: Fluent

Kannada

Kannada

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

MS Word

MS Word

: Advanced

: Extreme - I love it!

:

More than 7 years

MS Excell

MS Excell

: Advanced

: Extreme - I love it!

:

More than 7 years

MS Powerpoint

MS Powerpoint

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

People Management

People Management

: Expert

: Extreme - I love it!

:

5-7 years

Team Management

Team Management

: Expert

: Extreme - I love it!

:

5-7 years

Incident Management

Incident Management

: Expert

: Extreme - I love it!

:

5-7 years

IT Operation Management

IT Operation Management

: Advanced

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Hard worker, Problem Solver, Team Player, Supportive

Online Presence

https://www.linkedin.com/in/wilson-lewis-660101a/https://www.facebook.com/wilsonlewis196

Like Wilson`s profile? Share it!

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Wilson's full profile and find more great talent and professionals to join your team.