Nelson Rosario

About Nelson Rosario

Currently working as Service Delivery Manager & Agile Scrum Master for DWS-Unified Communications & Telephony Team which is part of GTS, Chennai.Worked as Team Lead for Servion\'s GNOC support team.Worked as VoIP Specialist at HCL Technologies, Chennai.Worked as a VoIP Associate Consultant at Capgemini Business Services India Limited, Bangalore and Chennai.AUCCE & CCNA Voice : Hands on experience on the below skill sets: Oracle SBC 1100, 3900, 4600, ECB, SDM, EOM,MS Teams. CUCM 8.0.3, CUCM 8.5.1, CUCM 8.6.2,CUCM 9.1.0,CUCM 10.5.2, ICM Script Editor, UCCX 8.5.1, UCCE 9.0.4, Unity 5.0, CUC 9.1.2, CUC 10.5.1, CUIC 9.1,CUIC 10.5.1, Finesse, CAD, CTI Toolkit, Web view, PhonEx, CUSP 10.5.1, CVP 10.5.1, H.323, MGCP & SIP Gateways, eGain, EIM, Calabrio 8.5.2 & NICE Perform 3.5, RightFax, ServicePilotCORE COMPETENCIES-Expert of Oracle UC Environment with implementation and support hands on. Expert of Problem Management Team and a integral member of Change Management Team.Perform Level 3 Technical support and escalation for telecommunications voice issues.Maintaining SLA from breaching.Maintenance of Contact Center Enterprise.Customization of Contact Center Reporting via CUIC.Troubleshooting Skill: Advanced Troubleshooting of Cisco, Oracle UC Network.Problem identification.Self-Learning and periodically updating technical knowledge.Result-oriented, with an ability to accomplish the assigned tasks Successfully.Project Documentation

Experience

1. Service Delivery Manager

   Societe Generale Global Solution Centre

   Aug 2023 — Present · Chennai, IN

   Owns all unified communication services & Digital Workplace portfolios related to Cisco, Skype,Teams, SBCs, Verba, Trading & Retail Telephony, Unigy, Visio, Video Conferencing, pexip, Audio Video, Heedify, Zoom, MTRs & Polycoms within global SG. Lead, motivate and manage the team to ensure high levels of customer service, efficiency and performance. · Develop long-term plans for the growth and transformation of the team, incorporating industry best practices and emerging trends.· Oversee daily Team operations, ensure SLA compliance, monitor policies, and collaborate with IT teams to enhance incident, Change and problem management.· Lead and develop a diverse team with a focus on customer service excellence, collaboration, and continuous growth. · Identify trends and areas of improvement in service delivery, proactively addressing recurring issues and bottlenecks.· Serve as the escalation point of contact for all service delivery related matters, ensuring clear and transparent communication between stakeholders.· Proactively manage risks, ensure resilience, and oversee incident management for timely resolution of critical issues. Develop and implement disaster recovery and business continuity plans to handle unexpected disruptions.· Ensure Team compliance with policies, regulations, and best practices. Implement quality assurance measures and regularly audit processes to maintain standards and drive continuous improvement.

Education

• Prince Shri Venkateshwara Padmavathy Engg College/Anna University

  B.E Electronics & Communication Engineering, Device Electronics,Digital Communication,Mobile Communication, Satellite Communication

  2005 — 2009

• Prince Matric Hr Sec School

  till 12th, Biology

  1996 — 2005

• Velammal Engineering College/Anna University

  M.E Mobile & Pervasive Computing, Wireless Sensor Networks,RFID,Networking,Telecommunication,Mobile Communication,Embedded Systems

  2009 — 2011

Skills

• Unified Communications
• Cisco Technologies
• Bgp
• Voip
• Ucce
• Data Center
• Cipt
• Contact Centers
• Webview
• Icm
• Cisco Call Manager
• Ipt
• Phonex
• Cisco Unified Call Manager
• Enterprise Software
• Cti
• Networking
• Ctios
• Technical Support
• Contact Centre Technology
• Cuic
• Wireless
• Ipcc
• Telephony Support
• Unity
• Telephony
• Qos
• Ccnp
• Telecommunications
• Rfid+
• Ivr
• Cisco Voip
• Wireless Sensor Networks