Sanal Varghese
Sliema
Summary
Dynamic and results-driven IT professional and Network Engineer with a proven track record of delivering high-quality performance in fast-paced environments. Expertise in fostering effective communication across cross-functional teams to implement innovative solutions that drive organizational success. Strong analytical thinking and sound judgment complement a commitment to excellence, ensuring the ability to navigate complex challenges and deliver impactful results. Passionate about leveraging technology to enhance operational efficiency and support business objectives.
Overview
8
8
years of professional experience
Work History
Sr. Customer Service executive
Tata Communications Ltd
11.2019 - 07.2024
- Achieved promotion to Senior Customer Service Executive in 2022, reflecting commitment to customer satisfaction and operational excellence.
- Addressed customer concerns by diagnosing issues and providing tailored solutions to enhance satisfaction.
- Elevated customer satisfaction through continuous education on company offerings and operational guidelines.
- Addressed customer inquiries through phone, email, and in-person interactions.
- Acknowledged for exceptional work quality and commitment to client satisfaction throughout various project initiatives.
- Collaborated with cross-functional teams to implement system upgrades, optimizing workflow and communication channels.
- Conducted performance reviews, providing actionable feedback that boosted individual and team productivity.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Reviewed associate performance to identify training needs.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
Associate engineer
Tata Communications Ltd
05.2018 - 10.2019
- Achieved successful service delivery for onnet and offnet lm projects through effective collaboration with internal teams and customer representatives. Delivered projects that met company standards and fulfilled customer requirements.
- Oversaw hands-on implementation of data center cabling solutions, ensuring optimal performance in ISP core networks and customer facilities.
- Performed detailed layer 2 and layer 3 testing and troubleshooting during service delivery processes, leveraging tools like BERT meters, RFC tests, and iPerf3 for optimal performance.
- Mentored junior engineers on best practices for troubleshooting and problem resolution techniques.
- Reduced downtime with proactive troubleshooting of equipment issues and prompt resolution of problems.
- Participated in root cause analysis investigations following equipment failures or malfunctions, ensuring appropriate corrective actions were taken promptly.
- Provided input to team lead regarding areas for process and procedural improvement.
Technical support engineer
Amvion Labs Pvt Ltd
11.2017 - 05.2018
- Contributed as a key team member in the implementation of BYD and MDM activation for Citrix Cloud, enhancing operational efficiency for over 1,000 employees at Federal Bank.
- Evaluated support ticket trends to identify recurring issues and proposed proactive solutions to enhance operational efficiency.
- Managed specialized case escalations, addressing complex or unresolved issues to ensure satisfactory resolutions.
- Conducted root cause analysis of reported issues to implement effective corrections.
- Addressed support requests from end-users and guided individuals through fundamental troubleshooting tasks.
- Delivered clear explanations of technical details, ensuring non-technical users grasped essential information.
Team lead
Computer Access Pvt Ltd
03.2016 - 10.2017
- Supported service assurance operations, achieving recognition for effectively addressing and resolving the highest volume of customer downtime tickets.
- Transitioned to team lead status by end of 2016, overseeing project execution and team dynamics.
- Specialized in the deployment of copper cabling and E1 G.703 and V.35 modem installations, ensuring reliable service at BSNL core data centers and diverse customer endpoints.
- Conducted first-level troubleshooting, managed ticketing processes with cross-functional teams, and followed up to guarantee resolution within established SLAs.
- Guided junior team members in skill development and knowledge sharing initiatives.
- Engaged with stakeholders to synchronize project objectives with strategic business goals.
Education
IT / NETWORKING - Network Engineering(MCSE Server Infr,CCNA,CCNP R&S
Logic Institute of Technology
Kochi, India06-2016
Diploma in Computer Engineering - Computer Engineering
K.KARUNAKARAN MEMORIAL MPTC, (IHRD)
Mala, Kallettumkara, India01.2015
Skills
- CCNA and CCNP expertise
- Routing and switching knowledge
- SDH technology expertise
- Expertise in DWDM technology
- MPLS technology expertise
- Experience with IZO SD-WAN solutions
- Skilled in ILL and GVPN integration
- Network cabling installation
- Troubleshooting network layers
- Microsoft Office proficiency
- IOR/EOR implementation
- Client communication
- Analytical problem-solving
- Collaborative teamwork
- Escalation management
- Customer support
LANGUAGE SKILLS
MOTHER TONGUE(S): malayalam
OTHER LANGUAGE(S)
English
Listening C2 Spoken production C2
Reading C2 Spoken interaction C2
Writing C2
Hindi
Listening B2 Reading B2
Spoken interaction B1
Timeline
Sr. Customer Service executive
Tata Communications Ltd
11.2019 - 07.2024
Associate engineer
Tata Communications Ltd
05.2018 - 10.2019
Technical support engineer
Amvion Labs Pvt Ltd
11.2017 - 05.2018
Team lead
Computer Access Pvt Ltd
03.2016 - 10.2017
IT / NETWORKING - Network Engineering(MCSE Server Infr,CCNA,CCNP R&S
Logic Institute of Technology
Diploma in Computer Engineering - Computer Engineering
K.KARUNAKARAN MEMORIAL MPTC, (IHRD)