RESUME
Ramachandra Nagaraja
#1661 15th main, 18th cross
Vijaynagar, Bangalore-560040
ram49@yahoo.com
98862 40058
Program Manager
Summary
Program Management – Tools, Telecom and Infrastructure – Transitions and migrations.
Project Management - Coordination Management, Multi regional, extpertise team
coordination to complete project.
Program Management, Issue and escalation Management
Account and Vendor Management
Relationship Management
7+ Years of experience in Networking and Telecom and management.
Business Development
Business Plan designing
Yearly budget and Sales Forecasting
Vendor and Customer Relationship Management
Partnership and Certification Management
Pre-Sales Consultancy
Product Management
Staffing and Training Management
Hiring and Resource allocation
Experience in design, implementation, management and troubleshooting of medium LAN and
WAN networks.
Expertise in Cisco 2500,2600,3600, 3800,Catalyst 6500, Catalyst 3500XL,Catalyst
2900XL,Catalyst 4000 Series of Routers and switches and Pix firewall
Good Working knowledge in Cisco Call Manager 3.0(x) - 3.3.x
Good Working knowledge in Cisco unity 2.4.6 – 3.3.x
Project Management. Sales, design, implementation, training, Documentation and
troubleshooting.
Good knowledge of call center working and installation.
Good understanding of skilled routing and ACD functionality.
Exposure in protocols like IP, Frame Relay, ISDN, ATM, RIP, OSPF, EIGRP.
Experience on switched networks with VLANs.
Performance tuning, Troubleshooting, monitoring network and hardware problems
Good Windows exposure, DNS, DHCP and Active Directory.
Micosoft Exchange.
Possess good communication skills.
Agilent Technology: LAN, WAN and IP telephony trained and certified.
Cisco Security trained: PIX firewall, VPN concentrators and IDS.
Education
Industry certification
Cisco Sales Expert, Cisco Wireless LAN Sales Specialization, IP Telephony Design
Specialist, CCNP, CCDA, CCNA, CISCO Unity, MCP (NT4.0).
F-secure Secuirty certified.
Educational Qualification
BS (Electronics and Communication)
Skills
Routers/Switches
Cisco 7200, 3600, 2500, 2600 and 3800 series routers, Catalyst 6000, Catalyst 5500,
Catalyst 4000, Catalyst 3500 and Catalyst 2900 Series switches.
Protocols
IP, Frame Relay, RIP, IPX, ISDN, EIGRP, OSPF
Access Servers
Cisco AS5300 and 3600 series.
Experience
Microsoft Corporation, India
July’04-Till date
Title: Program Manager – Tools, Telecom and Infrastructure (TTI)
Responsibilites:
Program Manager for the Microsoft Global Outsourcing
Managing Vendors from TTI for NA outsourced business and MSN Global outsourcing
Program Manager for 5 vendor sites in India who support Microsoft products for North
America.
Vendor account Management
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Vendor relationship Management – IT and Service delivery
Transition and Migration Program Management – Define scope, requirements and procesee for
Transitions/migrations.
Building Accountability, Resposibility and coordinate (RACI) Matrix for Program
Project Management – Project scope definition, Project tasks definition, Project tasks
tracking, Project risk Analysis and tracking.
Manage Business service levels and requirements
Define resources and Schedules. Manage adherence to to schedules and resource
availanility
Decrease cost – Implementing the most efficient telecom routing to send calls to vendor.
Improving the performance of tools and infrastructure to reduce service delivery time and
improve QOS
Risk Management – Minimize risk by identifying risks involved, track and mitigate
Improve efficiency – Internal – Track the performance of MS provided tools. Drive
internal projects for better performance of tools or new tools. External – Track vendor
TTI metrics and SLA to improve design and performance
Define Measure of Success of Programs – Migration/Transitions/Steady state
Vendor selection – RFP process (define and score RFP) and Site assessments
Statement of Work – creation – Understanding the Business requirements for the program
and analyzing current forecasts and scalability. Transform info to vendors and validate
compliance
Facilitation of New vendor Migration in terms of TTI project Management – Define Tasks,
RACI, Resouces and timelines.
Design review and validation.
Conduit between business and the external Vendor
Reviewing Telecom and Infrastructure design
Reviewing the IVR specifications
Operational Readiness testing
Steadystate wellness management of Vendors
Reviewing the statistics to meet SLA in SOW
Provide review output to Account Management
Design Mitigation plan and apply
Define and design new process for the group – Wellness Process, Vendor performance
measurement
Alternate low cost labor market assessment
New tools deployment – Provide inputs on the tools requiring upgrade. Coordination
between Vendor IT and MSIT for seamless tranisition.
Projects:
SEA (South East Asia) Global vendor rationalization:
There were 6 different vendors were supporting MS business in SEA. Converted to one
single vendor in SEA to support all 6 different countries and 6 different languages.
RFP Process – RFP preparation, Evaluation and scoring.
Site Assessment – Evaluation.
Tools, Telecom and Infrastructure (TTI) – Desgin verification
Tools validation for the project and procurement
TTI – Project Management – tracking deadline, lssues and Risks
Telecom – Existing support number consolidation
New number procurement, Testing and back up design
Telecom circuit capcity design
IVR requirements gathering from Business and converting to Technical Specs
IVR implementation and testing
On-site support Project Management
Disaster recovery plan – Design, implementation and verification.
MSN – IA Launch
Program Management
Tools, Telecom and Infrastructure facilitation
Project Management
Issue resolution and Escalation Management.
Microsoft Games, Hardware (Key Board and Mice) – Microsoft Games and Hardware support was
outsourced to an offshore vendor in India. The scope involved Voice, email and Chat
support. Calls were delivered to a vendor site in the USA and then brought to India over
the vendor IPLC links.
RFP Process – RFP preparation, Evaluation and scoring.
Business requirement – Scope assessment
Telecom design – Circuit capacity sizing and design for deliverying call to offshore
support center
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Tools – Requirement analysis and facilitation
Risk assessment, tracking and mitigation plan
Tools and Telecom support process definition
Escaltion management
Onsite support.
MSN Ad Center – Editorial and Universal Agent Launch at 2 vendor sites – MSN Ad Center is
a product used to place Ad’s. The editorial support for reviewing the content was
launched in a US center where as the Voice support for Technical support was launched at
a venor site in Canada. This required integration of 2 vendors and also mainitaining
privacy.
Requirement Analysis – Scope
Site visit and Assessment
Tools exception and migration
Decomission of the old support site
Telecom design – Circuit capacity sizing and design for deliverying call to offshore
support center
Tools – Requirement analysis and facilitation
Microsoft Americas customer service support – North America Customer service third site
was launched in Phillippines to add geographic diversity and disaster recovery.
Scope Analysis
Replication of existing other 2 sites
Design order of routing of calls
New tool deployment.
Managing Vendors from steady state perspective
Performance evaluation – TTI Metrics. Put together a process to measure and evaluate the
TTI perforamance of the vendor site. A report was created with metrics defined for all
critical and integral components of site infrastructure with SLA defined. Vendors
populate this report on a weekly basis for evaluation. Comparison of performance between
vendor sites in the same geographical region to improve efficiency.
Issue resolution – Process defined for sending out downtime/issue notification to MS.
weekly wellness call with vendor site to reolve any existing TTI issue to help site
perform better.
Escalation management – Process defined for Tools and Telecom escalations with trigger
points and resources defined.
Statement of Work audit
TTI audit of vendors to measure the compliance – SOW is converted into measurable
quantities and metrics defined so that each site can be measured for their compliance of
TTI part of the SOW.
Alternate low cost labor market Analysis
Analysis of different countries to find alternate low cost market for outsourcing
Telecom and infrastructure along with the government support for the growth and
sustaibability of the industry was measured.
Visited countries and stack ranked them on cost and infrastructure perspective.
New tools deployment co-ordination and management
Defining process for deployment of new tools/upgrades
Coordination with Vendor sites for time lines not affecting service delivery
Managing smooth transition by introducing UAT and performance testing
Work with tools team to improve user experience and performance.
BCP management
Site visits in India to understand the current Business continuity plan
Learning the Infrastructure and Process used today
Consolidate all sites data input and analyze to roll out a global Process for BCP
Management
Design phase to involve analysis of existing data + requirement of the future.
New Process formalization and roll out
Vendor Wellness – Steady state meeting process design and formalization
Roll out to all vendors
Issue Downtime and resolution notification process – Design, formalization and roll out.
Seven Seas Technologies, Kenya
Aug’03- July’04
Title: Business Development Manager/Technology Analyst
Responsibilites:
Regional Resource, Handling all the three offices in
Kenya, Rwanda and Uganda
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Technology Analyst / Product Manager:
Reviewing new Technologies and Products
Preparing Price, Feature and Functionality Matrix
Analysing the acceptance in to the Business Model
Finding Target market and Sales strategy
Seminars and Market awareness
Hiring and certification to provide services.
Business Development Manager:
Finding new Vendor partners and Technology Partners
Defining Relationship and Engagement Rules
Define Comapany Services for the year
Staffing and Training to achieve company goal and target – Hiring and Training
Budget for the year
Pre-Sales Consultant
Projects:
Conducted employee review meetings for Year 2003
Desgined services and product sales strategy for year 2004
Defined Services and Products to be sold for Year 2004
Budgeting for Year 2004
Staffing and Training review for meeting budget goals for Year 2004
Product analysis of Computer Associates’ Unicenter to imbibe into SST’s sales philosophy
Liaison between SST and CA Kenya
Liasion between SST and Cisco SA
Projects:
Business Development:
Call Centre for SIMTEL Rwanda
Network Management for National Bank Rwanda
IP Telephony Network for East African Breweries
IP Telephony Network for E&Y Kenya
Pre-sales:
VOIP Network for KCB, Kenya
Designing of VOIP Network for Kenya Commercial Bank, the biggest bank of Kenya, which
included one Head office and 30 remote offices.
This also involved tunneling NCR proprietary protocols over IP using MUX.
This design involved capacity analysis, Voice Traffic analysis, Link Sizing and Dial plan
designing.
IP Telephony Network Design for Electrogaz, Rwanda
Designed an IP Telephony network for Electrogaz, the Electricity and GAS company of
Rwanda.
Designed LAN, WAN and IP Telephony network having one main office and 8 remote locations.
This consisted of 100 users on LAN. This designing involved Dial Plan designing, Link
Sizing, IP Addressing Schema design and QOS.
IP Telephony/VOIP Network for Credit and Saving Scheme, Rwnada
CSS is the Credit and Saving Scheme for the Army Rwnada. CSS needed a design for their
telephony network consisting of 1 head office and 6 regional offices. CSS also wanted two
designs, a) IP Telephony and b) VOIP to compare vis-à-vis to decide on better approach.
SST designed both networks for CSS.
The design Includes Dial plan, WAN Design, LAN Design and Link sizing between locations.
This was carried out for both approaches.
NEC Business Network Solutions, USA
WMI INC
Nov’00-Jun ‘03
Dec’00-Sep’01
Platform: 1750, and 2600 routers
Waste Management is the premier waste services provider in North America.WMI has
800 sites connectd by a frame-realy network using a 64kbps link. The network had a Cisco
1750 router at each site. There is ISDN backup for the frame-relay link.
Engineered the implementation of the network involving 2600 and 1750 routers.
Configured the Routers.
Upgraded the link from each site to the core and built a redundant for back up.
Project coordination and management between WMI and NEC BNS.
Being a part of the NEC BNS Data TAC monitored and supported the network for all network
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problems.
CNG Financials
Platform: 1750 and core 7200 routers.
CNG had 80 sites (40 in IndianaPolis and 40 in NorthCarolina). Each of the remote
sites had a 1750 router and a LAN network. The LAN had to be connected to the Head
quarter which had 7200 router for their daily financial transaction through a frame-relay
network.
Configured and deployed the 1750 routers to the sites
Remotely brought up the T1 link between the core (headquarters) and the remote sites
Being a part of the NEC BNS Data TAC, monitored and supported the network for all
networking problems.
LEE County
Platform: catalyst 6006 switches, 3524 swithces, and 3600 routers
This project involved 5 schools, which needed individual Lan networks and a wan
network to connect the schools. Each school had a Lan spanning over several classrooms
interconnected by a Gigabit Ethernet. In each school, the traffic from the access layer
switches (3524) was uplinked to aggregator switches (3508 G) which were stacked and
uplinked to the distribution switch (6006). The distribution switch was configured to
load balance the traffic and send it to the core router (3662) using two trunk links. The
core router (3662) also serves as a DHCP server for the particular location. The
provision for future interconnection of core routers on each school was also done using
ATM.
.
Team Lead for Project
Designed The Entire Network for this project, IP addressing scheme and VLANs, DHCP
configurations, stacking of switches, trunking and interconnection of core routers
Configured the vlans on the swithces, DHCP sever on the 3662 router.
Development of Service Practices for NEC Business Network Solutions Inc,
VOICE OVER IP READINESS ASSESSMENT USING AGILENT ADVISOR AND VQT
Worked in Network Architecture and Application Group to develop VOIP Readiness assessment
on a Network prior to installing VOIP
Conducted Lab testing for various Bandwith of LAN- 10 and 100 Mbps
To find the effect of Bandwidth on Delay and Jitter in VOIP Network
Conducted Lab testing for various Bandwith and various WAN Protocols
Voice over Frame-relay---- for 56 Kbps, 64 Kbps to T1 Link
Voice over Serial Link T1 Link
To find the effect of bandwidth on Delay and Jitter in VOIP Network
POST VOICE OVER IP ASSESSMENT USING AGILENT ADVISOR AND VQT
Worked in Network Architecture and Application Group to develop VOIP post assessment on a
Network after installing VOIP
Conducted Lab testing for various Bandwith of LAN- 10 and 100 Mbps
To find the effect of Bandwidth on Delay and Jitter in VOIP Network
Conducted Lab testing for various Bandwith and various WAN Protocols
Voice over Frame-relay---- for 56 Kbps, 64 Kbps to T1 Link
Voice over Serial Link T1 Link
To find the effect of Bandwidth on Delay and Jitter in VOIP Network
City Of Tempe
Tempe, Arizona
Network Engineer
Oct’01-Nov’01
Platform: Catalyst 4000, 3500 series,4224 switches ,3600 routers ,Cisco Call Manager and
Unity server.
Project involved implementing Cisco’s VOIP telephony solution using Cisco Call
Manager servers and Unity for voice mail. Configuring VLANS to separate voice and Data
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traffic in two different locations using Catalyst 4000 and 3500 series switches and
routing between VLANS.Also configure SRST for remote locations.
Configured separate VLAN’s for voice and Data in Catalyst 4000 switch and implement
across the network.
Configured the 3640 routers for inter VLAN routing and WAN.
Installed Publisher and Subscriber Call manager 3.1.2 servers and configured for
redundancy.
Configured Device pools, Partition, Calling search space,Gateways, and Route pattern for
phones in each location.
Configured and registered the IP phones in Call manager.
Installed and configured the Unity 3.1.2 for voice mail and build the mailboxes for
users.
Configured 3640 router for Tie line with the PBX as Gateway for IP phones.
Configure Dial-peers in 3640 routers and SRST and 911 in 4224 for remote locations.
Schaller Anderson
Nov’01-Jan’02
Tempe, Arizona
Network/Voice - Presales and implementation Engineer
Platform:
Catalyst 6500 switches, Cisco Call Manager,Unity Server and I3.
Project involved on this health care company creating VLANS, configuring and
implementing of VLANS using Catalyst 6509 as core for their Cisco AVVID solutions with IP
telephony, Unity server for unified messaging for their entire. Also moving their entire
data network to new network infrastructure.
Installed and maintaining the call center.
Skill based ACD system Installation.
Integration of IP ACD system with Call Manager and Unity Voice mail syatem
Installed and configured the Publisher and Subscriber Call manager 3.0{12) with full
redundancy and load balancing in a single cluster.
Configured 6608 module for PRI Gateway’s with redundancy also configured PRI tie line for
I3 (call center) integration.
Installed and configured Exchange and Unity server for voice mail integration.
Configured mail boxes for all users with Unified messaging and also created mail boxes
for I3 call center.
Extensive interaction with end users and with Telco people for troubleshooting the issues
with gateways and phones.
Configured I3 ACD system.
Migrated from legacy PBX ACD system to I3 ACD system
Configured for I3 FAX to replace Faxination.
Configured I3 system for automated reporting for call center.
Conducted Network assessment after installation to check the health of the network and
baseline auditing
Network consisting of VOIP with Cisco Call manager, Cisco Unity And I3 ACD system
Gathered Data For LAN
Analyzed and prepared report
Recommendations submitted and approved by customer
City Of Peoria
Peoria, Arizona
Network Engineer
Feb’02-Apr’02
Conducted Network assessment after installation to check the health of the network and
baseline auditing.
Network consisting of Novell netware, VOIP with Cisco Call manager and Unity
Gathered Data For LAN with Novell IPX and IP
Analyzed and prepared report
Recommendations submitted and approved by customer
Platform: Catalyst 6500, 3500 series switches, 2600 routers, Cisco Call Manager and
Unity server.
Project involved designing, planning and implementing entire city’s network
infrastructure phase by phase. Network involved all the Police station, Fire stations and
Library in entire city connected back to the Main hall campus. Configuring total network
with full redundancy on Core switches and also configure WAN network. Migrating from
traditional PBX to Cisco’s AVVID/VOIP telephony solution using Cisco Call Manager and
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Unity for voice mail across the whole city network
Configured backbone and VLAN’s on the core switches and configured the MSFC’s for inter
VLAN routing, HSRP, load balancing and redundancy on core switches.
Configured all the switches for Ether-channeling and trunking the VLAN’s on the main
campus to the core switches.
Configure all the remote locations routers and created VLAN’s to separate voice and Data
network.
Installed and configured publisher and Subscriber Call manager 3.0(12) with full
redundancy and load balancing on the servers in a single cluster.
Configured the Device pools, Regions, Gateways, Partition, CSS, Route patterns and
voicemail ports for each remote location.
Configured around 400 IP phones with their DID’s and migrated to IP phones phase by phase
at main campus and at each remote location.
Configured dial-peers, 911, analog stations, faxes and SRST services in all remote
locations.
Configured 6608 module for PRI Gateway’s, also configured the Tie line between the PBX
and Call manager using VG200 for incoming calls.
Installed and configured Unity 2.46 for voice mail and build the mail boxes.
Extensive interaction with end users and with Telco people for troubleshooting the issues
with phones.
Discount Tire
May’02-Jun’02
Scottsdale, Arizona
Network/Voice – presales and implementation Engineer
VOIP and Network Assessment For IP Pilot Program
The customer requested NEC to perform VOIP and Network assessment for determining the
network capability to handle IP Telephony.
This was done using NETIQ software based IP telephony tester. The NETIQ tester places
IP based calls using various CODEC’s to determine the capability of the network to handle
call traffic. This was conducted at various points and locations on the network.
Platform: Catalyst 6500 switch, Catalyst 3524, Cisco Call Manager, Unity 3.X
Project for this Tire company involved creating VLAN’s for Voice and Data,
configuring and implementation of VLAN’s using Catalyst 6509 as core for the Cisco AVVID
solution with IP telephony Pilot program. Configuring Cisco Call manager for pilot
install for 40 users. Unity Server for Voice mail for 40 users. Integration of Cisco Call
Manager and Avaya PBX for interoperatability.
Installed and configured the Publisher and Subscriber Call manager 3.0{12) with full
redundancy and load balancing in a single cluster.
Configured 6608 module for PRI Gateway’s with redundancy ,also configured PRI tie line
for PBX and Call Manager integration.
Installed and configured Exchange and Unity server for voice mail integration.
Configured mail boxes for all users with POV.
Extensive interaction with end users and with Telco people for troubleshooting the issues
with gateways and phones.
Integration of legacy PBX and Cisco call Manager.
Dysart Schools
Jun’02-Jul’02
Dysart, Arizona
Network/Voice – presales and implementation engineer
Platform:
Project involved on this health care company creating VLANS, configuring
and
implementing of VLANS using Catalyst 3524 as core for their Cisco AVVID solutions
with IP telephony, integrating Call Manger with OCTEL 250 for Voice mail for their entire
school.
Installed and configured the Publisher and Subscriber Call manager 3.0{12) with full
redundancy and load balancing in a single cluster.
Integration of legacy PBX and Cisco call Manager.
Integrating Octel 250 with call manager for voice mail using VG248.
Remote site with SRST and IP phones.
City Of Surprise
Sep’02-Dec’02
Surprise, Arizona
Network/Voice – presales and implementation Engineer
Platform:
Creating
Installing redundant 4006 core switches along with 5 IDF’s with 3524XL’s.
VLAN’s, VTP, STP for the enite LAN.
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Configured all the switches for Ether-channeling and trunking the VLAN’s on the main
campus to the core switches.
Configure all the remote locations routers and created VLAN’s to separate voice and Data
network.
Installed and configured publisher and Subscriber Call manager 3.1X with full redundancy
and load balancing on the servers in a single cluster.
Installation and deployment of Unity Voice Mail 3.1X
Configured the Device pools, Regions, Gateways, Partition, CSS, Route patterns and
voicemail ports for each remote location.
Configured around 400 IP phones with their DID’s and migrated to IP phones phase by phase
at main campus and at each remote location.
Configured dial-peers, 911, analog stations, faxes and SRST services in all remote
locations.
Configuring and deploying 5 remote sites over WAN link with SRST and IP phones.
Arizona Media CU
Dec’02 - Feb’03
Phoenix, Arizona
Network/Voice – presales and implementation Enigneer
Platform:
Installing redundant 3550’s core switches along with 3 remote locations.
Configuring
VLAN’s, VTP, STP for the enite LAN.
Configured all the switches for Ether-channeling and trunking the VLAN’s on the main
campus to the core switches.
Project Management, Design, VISIO and Documentation.
Configure all the remote locations routers and created VLAN’s to separate voice and Data
network.
Installed and configured publisher and Subscriber Call manager 3.3X with full redundancy
and load balancing on the servers in a single cluster.
Installation and deployment of Unity Voice Mail 3.3X
Configured the Device pools, Regions, Gateways, Partition, CSS, Route patterns and
voicemail ports for each remote location.
Configured around 50 IP phones and migrated to IP phones phase by phase at main campus
and at each remote location.
Configured dial-peers, 911, analog stations, faxes and SRST services in all remote
locations.
Configuring and deploying 5 remote sites over WAN link with SRST and IP phones.
City Of Peoria
Apr’03-May’03
Peoria, Arizona
Network Engineer
VOIP and Network Assessment For post VOIP deployment
The customer requested NEC to perform VOIP and Network assessment for determining the
network performance after deploying VOIP. NEC has deployed 3 clusters of Cisco call
manager, Unity Voice Mail and IPCC for call center.
This was done using NETIQ software based IP telephony tester. The NETIQ tester places
IP based calls using various CODEC’s to determine the capability of the network to handle
call traffic. This was conducted at 5 on the network.
ILOKA, Inc
Network Engineer
Dec’99-Nov’00
Underwent an extensive training program at Iloka training center in Bangalore, India
Worked on Scenarios in Cisco routers 2500, 4000 routers and 2900 and 5000 series switches
Got Cisco certification CCNA, CCNP and CCIE (Written)
Conducted corporate training for CCNA and CCNP
Pre-sales engineer
Designing and implementation of LAN, WAN and Security networks
Project Co-ordination and Management
Troubleshooting of networks
PERSONAL ACHIEVEMENTS
MENSA Qualified Member.
Member Of High IQ Society Of the World, NY.
National Talent Search Scholarship Winner.
Ranked 32nd in state in 10th grade.
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