Nema Karande Updated 1

Nema Pralhad Karande
A2/21, Kunal Estate, Keshav Nagar, Chinchwad, Pune- 411033

Phone: +919371088150 email- Nema.Karande@gmail.com
Linkedin Profile - https://www.linkedin.com/in/nema-karande-73654312b
Seeking assignments in Project Management, Service Delivery, Technical support and Client servicing,
Operations and maintenance with a reputed organization in Telecom, IT and other Service Sector.
PROFESSIONAL SNAPSHOT
Electronics and communications engineer with PMP trained , over 28 years of proven success in telecom projects &
operations, Presently associated with Re l i a nce Co mmu nica ti ons Li m ite d as an Sr Ma na ge r –
Ent e r pri se Bus i ne ss t o ha n dl e C ust ome r Te c hnica l Sup po rt a nd P r oje ct Ma na g e me nt
.Extensive experience in Project Management, Client Servicing, Service Delivery and Support Pre and Post Sales
through executing & managing Large telecom projects. Insightful knowledge managing Telecom Projects and
operations in the domains of Project planning & implementation, site commissioning and setting up of all Enterprise
services ie Voice, Data, PRI ,ELL, ILL, Centrex ,MPLS VPN and Cloud services. Effective communicator & leader with
strong analytical, problem solving & organizational abilities.
CAREER HIGHLIGHTS
Since February 2007 with Reliance Communications Limited as a Sr. Manager – Enterprise
Business (ICO) Team
The Reliance Group: Among India’s top private sector Business House, Over 100 million Customer Base, largest
spread Network with 200,000 Km fiber route in India and well presence globally known GCX(Global Cloud
Exchange )
Career Path in Reliance -
1. Working as Customer Service Manager / Operations Manager since April 2014.
2. Worked as Project Delivery Manager from April 2010 to March 2014
3. Worked as Service Delivery Manager from Feb 2007 to March 2010
CORE COMPETENCIES
Projects Management / Operations Management
 Providing Pre and Post Sales support to get new project and implement project as per Customer Requirement .
 Handling National and Global project and ensure delivery within SLA.
 Managing the complete range of project activities right from conceptualisation, costing/ route budgeting, site
survey to installation, testing and maintenance of Network.
 Carrying out advance planning for resource mobilisation, manpower deployment and rendering technical support;
ensuring the execution of projects within time, cost & budgetary parameters.
Service Management/ Technical Support/ Client Servicing, Operations and Maintenence
 Providing high-value added support to customers with respect to handle MACD (Move, Add, Change and Delete),
and complaints with high level of customer satisfaction within SLA Time.
 Daily monitoring feedback from customers for significant measure to enhance customer satisfaction levels and
service quality reviews. Revenue Enhancement, churn control, Retention.
 Analyzing reasons behind product failures/malfunction and directing subordinates to rectify the defects.
 Overseeing troubleshooting & customer care support services at the field level.
 Reviewing of Servicing Schedules and Maintenance practices to enhance the maintainability and upkeep various
support systems.
 Acquisition of repeat sales, Network Health Check, System Downtime Resolution, Request Management, Complaint
Management, Service Quality, Service Desk, Periodic Account Review, Escalation management,
 Repeat Fault Analysis and SIP implementation to fix issue from route.
Network Management
 Proactively monitoring customer networks via the use of our network tools
 Responsible for the communication of System upgrades and Planned Events to Customers
 Planning and effecting preventive maintenance schedules of various systems to increase machine up time and
equipment reliability.
 Keep Monitoring and proactive Measure for High utilized network and fiber path and Equipments to upgrade before
crossing threshold
Customer Satisfaction and Quality Management.
 Monthly techcheck meeting with to review service performance along with Business and Billing Team to address all
customer issue and Query.
 SIP meeting for repeated fault to present RCA, Action plan and Time line to fix issue
 Interacting with related network teams for generating detailed and summary level report on Service Quality both
for internal and customer
 Responsible for coordination with NNOC, NPE, O&M, Billing, Vendor/ Partner, customer care and other internal
teams to ensure committed SQ
 Responsible for assuring committed Service Quality
NOTEWORTHY CREDITS
Manager (Customer Service Delivery) -Maharashtra

 Installation and Fault Repair
 Represent Customer Service Delivery for Maharashtra
 To insure all the installation and fault repair with customer delight
 Maximize connectivity through building wiring and Sp to DP digging.
 Co-ordination with internal and external agencies to maximize the connectivity with minimum Fault.
 Sales, BCC and CC to ensure all the connectivity done within SLA, minimize fault and customer queries.
 Vender, billing and Material Management
 Material Department to ensure all material availability on time and reconciliation.
 Finance to ensure all the bill of Service partner gets clear within billing cycle.
 Sales, BCC and CC to ensure all the connectivity done within SLA, minimize fault and customer queries.
 Vender Management to empanel process, rate finalization to bill get cleared
 Conduct several incentives vs. penalty plan to motivate vender to deliver world class services to customer.
 Process and parameters
 Mapping and analysis through different process ie-Process performance Indicator, CSMM, CSI and non-
financial parameter.
 Conduct internal quality and process Audit and facilitate external quality, process and TRAI Audit.
 Handling and controlling all Service partner work
 Customer Satisfaction
 Improve and plan our work to take feedback from CSMM and CSI.
 All our internal process towards the customer delight.
 Conduct service Camp and other technical activity to get customer feedback to improve customer satisfaction
and make direct relationship with customer.
 Quality (Acceptance Testing)
 To install all the connection after internal AT for Quality and Quantity.
 Internal bill preparation of Daily connectivity to maintain quality, quantity and billing cycle.
 Implement 15 Days billing cycle for vender to ensure timely deliver vender payment.
Systems ,Software Used

Clairty ( OSS) ,Clarify ( BSS ),Selectica ,eNIMS ( eBSS ),,SAP, BBS portal for project management.
PREVIOUS ASSIGNMENTS
June’93 to Jan’2007 Kanazia Digital System Pvt. Ltd. Pune
 Responsible for marketing activities in the Pune region.

 Responsible for installation commissioning & maintenance of Ericsson PBX, ROLM (IBM) PBX,
Plessey Networks PBX.
 Installation & maintenance DIAVOX Inc. Voice mail server systems.
 Installed & Maintend Voice 250i Voice Server Modules from Ericsson.
Mar’92 to June 93 Efficient Office products Pvt. Ltd. Mumbai

 Responsible for installation and maintenance activities of PBX.
.
PROFESSIONAL CREDENTIALS
 B.E (Electronics) from D. Y. Patil college of Engineering, Pimpri, Pune 411 018, Pune University, Pune in
nd
Dec 1990 with 2 class
 Diploma in E&TC from BTE Mumbai ,in July 1986 with First Class
PERSONAL DETAILS

th
Date of Birth : 15 September 1965
 Marital Status : Married.
 Passport : L 2522653, Date of expiry 28/04/2023
 Linguistic proficiency : English, Marathi, Hindi

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Nema Pralhad Karande

A2/21, Kunal Estate, Keshav Nagar, Chinchwad, Pune- 411033

Linkedin Profile - https://www.linkedin.com/in/nema-karande-73654312b

Manager (Customer Service Delivery) -Maharashtra

Systems ,Software Used

 Responsible for marketing activities in the Pune region.

Mar’92 to June 93 Efficient Office products Pvt. Ltd. Mumbai

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