Prasad JadhavMobile: +1 214 924 1214

Email: prasad.jadhav@outlook.com

Attributes

Work closely with business management to determine business needs and an appropriate technology strategy to support business goals.

Participate in selection of Telephony/voice technologies and products for implementation Work with technical groups to design telecommunication & contact center technology solutions that

effectively reflect business needs, service-level and availability requirements, and other technology parameters

Analyze details to propose a feasible, cost effective Solution with help of IT groups Prepare SOW for IT Groups, Service Provider and Vendor with list of task to be completed on time Prepare Project Plan align with business timeline and deliverables Present the solution design and proposals to various Business units (technical, non-technical, board) Interact with customer regularly to develop and refine requirements, gain agreement on solutions and

deliverables, Monitor operations and performance to ensure timely and effective problem identification and resolution,

investigate and resolve escalated customer concerns and complaints Coordinate and integrate project activities with other IT teams; organize and coordinate activities across

multiple customer business units. Develop and maintain strong customer relationships to ensure effective service delivery and customer

satisfaction Coordinate with the Implementation, maintenance and support of an effective, reliable interoperating

infrastructure to promote the sharing of information and operations Supervise and Manage infrastructure projects, project feasibility and scope of work project boundaries,

detailed project plans, milestones and deadlines. Mitigate risk by ensuring adherence to all vendor and procurement management processes and contract

terms

Relevant PM experience includes identifying and acquiring resources and coordinating the efforts of the team members and third-party vendors in order to deliver projects according to plan.

Monitor tasks, milestone status and resource allocation periodically. Hands-on experience on hardware or networking to select appropriate component and prototyping

Career Summary

Duration Company Last Role

Dec 2014 to till Cognizant Technology Services Manager Jul 2007 to Dec2014 WIPRO TECHNOLOGIES LTD. Technical Project ManagerMay 2006 to June 2007 Avaya Global Connect Senior EngineerFeb 2005 to May 2006 Nirvana Business Solution Technical SpecialistNov 2003 to Feb 2005 IT Source India Pvt Ltd Associate Customer Support Specialist

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Certifications

ACA ACS APSS ITIL V3 Awareness Wipro Certified Project Lead

Core Telephony Skills Summary

Project Management

Practice

Technologies

Telephony Products

Create and maintain project schedule and project documentation, and act as liaison between all groups

Single point of contact for multiple vendors, business units, and IT Teams during project implementation, administering schedules and communicating risks.

Manage multiple vendors and coordinate with local facility resources Oversee all technical aspects of facility build out, including overseeing creation of

schedules, documents, and guides for contractors, vendors, and consultants.

Developed the following high standard Templates for Wipro Telephony Tower: PBX design template Call Center Administration Template ACD adjuncts administration template AS-IS questionnaire & Requirement gathering Template Standard Operating Procedure Template Basic Troubleshooting Template Naming Standard for Telephony Servers

Network Voice Strategy and Consultancy Services. Telephony Voice infrastructure Propose and Validate BoM for Telephony and Call Center Infrastructure solutions. Preparing Scope of Work and Project Plans for the Solution. Preparing High Level & Low Level designs as per proposed Solution. Design and Implementation of PBX and Call Center technologies. Network Voice Infrastructure assessment. Call Center design, Implementation and Troubleshooting. PBX Servers, IP Phones, Trunk lines, ACD etc

Avaya S8300, S8400, S8500, S8800 Series Media Servers with CM V3.x, 4.x, 5.x, 6.xAvaya Definity G3r, G3si PBXs R9.x, 11.xAvaya G350, G430, G450,G650, G700 Gateways Avaya Intuity Audix/LX/IA770, CMM, Modula Messaging, Aura Messaging

Avaya Voice Priority Processor for Wireless phones Avaya Call Management System R12.x, 15.x, 16.x Avaya CTI Server V3.x, 4.x and 5.x Cisco CM, CME, Unity Express V8.x, Call Pilot Tandberg Management System with Video Conference Systems, Sonexis Audio and

Web Conference Management Server Avaya DSI Marquee Wall board Verint Impact 360 QM and Nice Perform Recording Solution products Infoblox IPAM/DNS/DHCP product Aruba, Cisco Wireless Products, Anue, ExtraHop, SolarWinds other tools. NICE Total View WFM Tool Basic Knowledge on Nortel PBX Administration

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EXPERIENCE SUMMARY

Worked as a Technical Project Manager at Wipro Ltd. and below is the summary of projects executed along with the versatile roles played at Wipro.

Role : Technical Project Manager List of Projects:

1. SIP implementation 2. Facility Relocation3. Avaya Centralized CMS Upgrade to R16 with HA pair4. Avaya ACD Integration with Verint - Quality Monitoring Tool5. Aspect Quality Monitoring Implementation 6. Avaya Centralized DSI Marquee Solution- Migration7. Avaya CM upgrade and CMM migration8. Tandberg TMS Video Conference Server Implementation with Polycom, Tandberg Endpoint9. Sonexis Audio Conference Server Implementation 10. IEX Total View Work Force Management Tool upgrade 11. Avaya CM-LSP implementation

Responsibilities: Gather Business requirements for review with Technical groups Analyze details to propose a feasible, cost effective Solution with help of IT groups Prepare SOW for IT Groups, Service Provider and Vendor with list of task to be completed on time Prepare Project Plan align with business timeline and deliverables Collaborate with finance in generating purchase orders and payments for Vendors, Service Providers Identify and acquire resources and coordinate the efforts of the team members and third-party vendors in

order to deliver projects according to plan Schedule Status Review meeting with Business to communicate progress Responsible for the end-to-end planning & delivery at the project level Establish plans and oversee the execution across all affected IT & Business teams to meet the committed

release date Prepare Design, Implementation and Process document to carry out daily activities Provided highly

scalable, flexible cost effective implementation plan Develop and negotiate contract terms, conditions, modifications, penalties and incentives, while working

with key stakeholders to ensure that their requirements are met. Facilitate and build relationships with and among executives internally across the organization and

externally with strategic vendors. Mitigate risk by ensuring adherence to all vendor and procurement management processes and contract

terms.

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Experience prior to WIPRO TECHNOLOGIES

Organization : Avaya Global Connect, BangaloreRole : Senior EngineerResponsibilities:

Providing L2 Support and Administration for Client across Bangalore Region which includes Avaya PBX, ACD Call Center, NICE, Avaya CMS-Reporting Tool, IEX Total view WFM Tool, Wall Board, Avaya VoiceMail

Complete involvement with Project implementation team to review and design the solution Responsible for OEM Vendor management, RCA, etc. other service improvement areas. Responsible for task assignment, mentoring of new resources and tracking multi skills. Responsible for training needs identification of team to ensure that individual team members’ soft skill,

technical skills and certification needs are addressed and tracked. Single point of contact for 5 major, 20 minor accounts including other clients in AGC Bangalore region

Organization : Nirvana Business Solutions, BangaloreRole : L2 Technical SpecialistResponsibilities:

Providing L2 Support and Administration for the Clients of Witness Systems across US, Asia Pacific region which includes Equality Balance Systems, Contact Store IP Solution

Managed one of the Major Client name HSBC Bank for Witness System Apart from HSBC, we also managed clients like CSC Bombardier, IGS, etc… Worked at Witness Systems-TAC in Atlanta US and Hang Seng Bank in Hong Kong

Organization : IT Source India, MumbaiRole : L2 Voice AdministratorResponsibilities:

Providing Support and Administration for the entire Avaya Call Center ACD Setup including Avaya CMS, Wall Board, Nice Recording Solution etc.

Troubleshooting day-to-day Telephony related issues Handled ISDN PRI Administration and Implementation Single point of Contact for Customer to address Telephony related issues

Organization : IT Source India, MumbaiRole : Associate Customer Support SpecialistResponsibilities:

Provided Avaya Support for Clients of Tata Telecom across Mumbai Region. Managed Avaya ACD Call Center Solutions Handled Office PBX, Call Center ACD, Nice, CMS, Wall board etc. Document the Changes and prepare weekly status report

Awards and Recognitions

Received email appreciation from Client stating “I am a true professional” Received number of appreciations from Client VP, Director of Operations, Project Manager for Seamless

project execution Received Best Performance and Team player award from Wipro Service Delivery Head.

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