DHANASEKARAN RAJU
Project Manager
Coimbatore
Summary
With over 20 years of IT experience, I am a seasoned professional in the field of Unified Communication delivery and consulting. My expertise lies in IT Infra, AWS, and Avaya Contact Center solutions, where I have successfully provided consulting services and delivered solutions. I have a strong background in project management, enabling effective design and delivery of Unified Communication projects. Additionally, I excel in developing comprehensive documentation and conducting training programs for seamless implementation and user adoption.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
IT Project Manager
DXC Technology
Bangalore
10.2012 - Current
- Involved designing call flow for contact center.
- Involved in getting quotes from BT, Orange, Verizon and another Telecommunication vendors for PSTN, ITFN, DTFN & etc
- Determine & resolve general design according to client’s contact center requirement.
- Provide support to provision ops team to implement the design accordingly.
- Providing detail analysis report for agent extension and VDN's.
- Working closing with team members on the project to achieve the project timeline.
- Planning and coordination of various activities from small to mid-size IT infrastructure, networking, VOIP, telecommunication, Business As Usual (BAU) projects.
- Plan, execute, and finalize projects within triple constraints of delivering on time, within budget and scope objectives, including acquiring resources and coordinating efforts of team members in order to deliver projects according to plan.
- Implement assessments and recommendations for project deliverables.
- Requirements Gathering, costs and project duration estimation.
- Customer needs assessment, project plans and tracking deliverables fulfillment.
- Service Transition and Change Management.
- Forecast issues and validate proper Risk management plans in place.
- Deliver project financial & status analysis reports to clients.
- Managed service vendor management, Telco contract negotiation.
- Produce technical, business and financial feasibility document to client.
- Assess risks and hazards to the success of the project and take appropriate measures for avoidance.
Consultant
HCL (India) Pvt. Ltd.
Noida
05.2012 - 10.2012
- Manages and responsible for Telecom (Avaya), Data & DC management operations, incident management for Cigna Project, USA.
- Manage all high severity IT incidents through to recovery and closure.
- Regular meetings with Vendors to evaluate the quality of services and identify areas for improvement.
- Responsible for SLA and CTR with vendors.
- Managing IT projects keeping in mind the business requirements and projection for ramp-ups.
- Transitioning businesses from one location to another.
- Responsible for ensuring that appropriate IT Operations processes and procedures are met by user community.
- Responsible for ensuring that defined ITIL processes are followed and practiced.
- Provides a day-to-day interface between Global IT, the business and suppliers/ vendors.
- Accurately assess impact of any incidents on the business and to produce a clear and well written documentation.
- Reviews change tickets to ensure compliance with change management policy.
- Ensures all Infrastructure changes are executed smoothly.
- Plans, manages, and tracks root cause analysis for high severity issues and failed changes.
- Responsible for communication and notification to IT support groups and Senior management of status of high severity issues and complex changes.
- Attend and actively contribute to formal review meetings post recovery of high severity incidents.
- Responsible for the unit rate of services rendered and actual consumption of IT Services by business.
- Ensures Customer experience scores are on a positive trend.
- Ensures Tickets per customer and repeat Tickets are reduced.
- Understand IT costs and processes supporting the business and contribute to service improvement and or cost reduction.
- Proactively identify service improvement initiatives.
- Responsible for mentoring and developing subordinate managers and staff.
- Plans, coordinates, and directs the activities of subordinate managers and staff.
- Crisis Management Team for BCRP.
- Manages a team of 20 members.
Senior Technical Consultant
Equant Technology India Pvt Ltd
Bangalore
12.2008 - 05.2012
- Providing solutions to the contact center projects globally and interacting with the Business, Project teams, and data networking team etc. across the globe.
- Migrating the legacy sites to the new ACD utility hubs, decommissioning the legacy sites.
- Working as a bridge between the Business unit and project team.
- Understanding the requirements of new projects with respect to site design, call flow etc. and providing the technical solutions.
- Getting the quotations from the vendor/service providers and helping the business in procurement (phones, licenses, Toll free numbers, PSTN numbers etc.).
- Preparing the technical documentation.
- Preparing voice network diagrams in Visio.
Principal Infrastructure Engineer
MphasiS an HP Company
Bangalore
08.2007 - 05.2012
- Avaya server administration (Model-S8710) and Gateway G650 administration.
- Managing all kinds of digital cards including IPSI, VAL, CLAN, MedPro and DS1.
- Writing contact center call flows in vectors, addition of VDN’s and Hunt Groups.
- Hands on Experience in AVAYA Call Management System (CMS).
- Incoming Call Handling treatment of DID numbers into the respective trunks.
- Interaction with service providers/Client to troubleshoot the voice network related issues.
- To perform scheduled maintenance activities.
Engineer
IBM India Pvt Ltd
Bangalore
04.2003 - 04.2004
- Administration & Maintenance of G3SI, G3R – AVAYA servers.
- The job mainly included day-to-day implementation, administration maintenance and monitoring of various telecom equipment’s, which are interconnected with AVAYA switch and the voice network to ensure the smooth functioning of call center.
- It also included co-ordination with clients for successful project completion and delivery.
- MARK (Move, Add, Remove, Create) of IP extensions, agent login Id’s, trunk groups, hunt groups, VDNs, Vectors.
- Administering and maintaining Avaya CMS and MARK agent Id’s, agent groups, and user Id’s in CMS.
- Configuring user ids in meeting bridge server.
- Configuring user id’s in Message Center and Flexi move systems.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
P.S.R. Engineering College
Sivakasi 04.1999 - 01.2003
Skills
Project Management
Enterprise wide Implementations
System Migrations
Integrations
Resource management
Requirements Analysis
Budget & Analysis
Project Scheduling
Testing
Rollout
Support
Risk Mitigation
Cross- Functional supervision
Client Relations
Presentations
IT Planning
Vendor Management
Negotiation
EPABX Technology
ACD Technology
Architecture of International Call Centre
Contact Center Requirement Analysis
Scoping
Administration and Maintenance of PBX peripherals
Adjuncts
Writing contact center call flows
Vectors
Conduct Solution Alignment Workshops
Deployment
Training
Enterprise Voice
Unified Messaging
TDM Integration
IP/PBX Integration
Identity and Authentication for CTI Popup
Call Recording
Qfinity
Nice
Call Detail Recorder
Enabling CBA
Certification
Prince 2, Agile
Timeline
IT Project Manager
DXC Technology
10.2012 - Current
Consultant
HCL (India) Pvt. Ltd.
05.2012 - 10.2012
Senior Technical Consultant
Equant Technology India Pvt Ltd
12.2008 - 05.2012
Principal Infrastructure Engineer
MphasiS an HP Company
08.2007 - 05.2012
Engineer
IBM India Pvt Ltd
04.2003 - 04.2004
Bachelor of Science - Electrical, Electronics And Communications Engineering
P.S.R. Engineering College
04.1999 - 01.2003