Sandeep Madan
Customer Service Specialist at Ericsson
- Role
- Service Delivery Manager at Ericsson
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Sandeep Madan
I have been performing a Customer Service roll since 2004 and have found it very…
Experience
Service Delivery Manager
Apr 2010 — Present · Boca Raton, FL, US
Service Delivery Manager (SDM)As a Product SDM, provide Customer Support to AT & T with primary responsibility on Ericsson 5G-Core nodes, Multi-Service Proxy (MSP) and Secure Entitlement Server (SES) solutions.5G Core:As of April 2021, joined the 5G-Core support team - responsible for:Ericsson Cloud Core Resource Controller (CCRC), for NRF (Network Repository Function) and NSSF (Network Slice Selection Function).Ericsson Cloud Core Exposure Server (CCES), for NEF (Network Exposure Function). Backfill responsibility for Ericsson Packet Core Controller (PCC), for the AMF (Access and Mobility Management Function), formerly MME from LTE.Management of Customer SLAs and Interoperability issues with various other vendors in this multi-vendor solution.Previous Customer Support responsibilities:Escalation support for all Ericsson products in AT & T West Region (GSM/UMTS).Nurture key customer relationships, reduce outage recovery times, improving KPI performance, timely/quality product delivery, and eliminate barriers to Sales.Built a broad, end-to-end knowledge of the customer network.Built trust through face to face meetings, listening to issues, brainstorming, and offering solutions.Leader on outage bridges, ensuring customer satisfaction and quick network recovery.A valued “go to” Ericsson leader toward AT & T.Liaison back to Ericsson T2/Design on customer upgrades and possible service effecting projects.Upheld all customer SLAs.Informed Sales of future Service opportunities.Led regular meetings with AT & T to review CSR tickets and other critical issues, led reviews of In Service Performance (ISP), configuration management and operational improvements where appropriate. Acts as escalation SPOC for AT & T on outstanding service related issues.
Education
Southern Alberta Institute of Technology (SAIT)
Technologist
1990 — 1992
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