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made sure to learn something new each day and this helped me learn and
understand the functionality and inter-dependence of the various domains in a
Telecom Industry.
Following the demand in the telecommunication arena I decided to work on the
booming telecom technology that is VOIP; Voice over Internet Protocol. Hence I
joined Orange Business Services as a CMD Specialist working on Cisco IP
telephony for World Bank Group. Starting my career with POTS Analog phone and
DSL then grasping knowledge of the Wireless communication and utilizing the 3G
internet speed through Wi-Fi, I was finally reached to the Digital mode of
Communication; the cheapest and high quality source of communication - IP
telephony.
In Orange Business Services I learned IP telephony (Internet Protocol telephony)
technology that use the Internet Protocol's packet-switched connections to
exchange voice, fax, and other forms of information that have traditionally been
carried over the dedicated circuit-switched connections of the public switched
telephone network (PSTN) which was used in Bharti Airtel from where I started
my career. Using the Internet, calls travel as packets of data on shared lines,
avoiding the tolls of the PSTN. Handle customer inquiries, complaints and service
requests. Act as the SPOC for the customer till the request is activated, locate
resources for problem resolution and design best-option solutions. Managing
Team on shift basis, being a shift lead and high-volume workload within a
deadline-driven environment. Handling Daily calls with the clients helpdesk to
rectify the pending cases was proposed by me. After daily calls reviewing the
results and data with the team, encapsulated the points on which we can work
on to minimize such issues in future in order to provide more resolute and
impeccable service to the customer.
Working with all the three different entities led me to enhance my skills in project
management, fault analysis, technical competence, and capability for team
work. This is the perfect example of my carrier growth, from analog world of
telecommunication to the very advanced Wi-Fi technology of communication and
finally to the latest IP telephony technology.
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