1. Pooja Agarwal
Contact Number: 07827345325
Result-oriented VAS Engineer, having 1year 6 months of experience in Telecom domain
expertise in Call & Content based services with diverse background in service management and
customer servicing roles. Posse’s excellent communication, interpersonal and leadership skills.
Experience: 1Year 6 Months
Engineer – Managed Services 12/10/2014 to
Mahindra ComViva, Gurgaon. www.mahindracomviva.com
Linux and Windows2008 server
OSI Model , Networking
GSM – SS7
Call and content based service (RBT, IVR and MCA), OS logs analysis
Messaging Services (SMS).SMSC
HP NOC Tools – HPOVO, HP SM.
iCRM and PACS
MySQL , Network troubleshooting
Putty, Filezilla, WinSCP,
WindowsXp, Windows7 , Linux
Expertise in Third Party ISV management.
Microsoft Office Suite expert.
Possess excellent communication and
Process analysis and improvement by
implementing Best Practices.
Knowledge of BTS & BSS, Function of HLR,
Intelligent Network ,VLR, AUC & EIR. OSI
Knowledge in Common Channel Signalling 7
Strong interpersonal and organizational skills.
Exposure on NOC Tools for service
monitoring and Incident Management.
KPI and SLA management.
Call Flow in GSM, Basics of Routers, Core
Network Architecture, Handover & Paging.
2. Roles and Responsibilities:
Working as Vas Engineer with Mahindra Comviva.
Alarm monitoring for different nodes like HLR, SMSC, MCA, HT, VMS
Resolution of trouble tickets raised by NOC / Customer / LNOC Teams.
Support new Network node integrations and Acceptance
Service availability and Utilization Reports analysis for CRBT, MCA and Location Based
Services and SMSC.
Co-coordinating with L2 Teams for all incident types (P1, P2 and P3).
Creating Service Performance reports, Trend Analysis and sharing recommendations.
To ensure resolution of customer complaints registered through PACS, iCRM as per laid
Share on daily basis CDR details with the concerned IN team for charging.
Analytical skills like logical thinking, problem solving & handling assignments are
Analysis of Network performance issues, Implement network changes as per the CR
Server monitoring & Service health check using HP-OVO tool.
Ensure current license and software versions are suitable for the present network
Manual Service status check and Logs analysis.
KPI and SLA management for Customer Service Desk - Managed Services.
Prepaid and Postpaid Service Requests (SR) and SLA Report Analysis on daily basis.
Escalation Management with Different ISVs.
Internal and External Client engagement
Creating Weekly and Monthly Status Reports (PPTs) and sharing it with Client and
Creating SOP’s and Operational Documentations on Regular tasks.
Hands on Experience on ICRM tool.
Responsible for generating the tickets for incidents.
45 days Implant Training at BHARTI AIRTEL (NOKIA SEIMENS) Patna and HCL CDC,
Received best team member award.
Received award for the communication skills.
Mini Project 1:- Automatic control of light and fan using bidirectional counter when a
person goes in or out of the room.
Mini Project 2:- Password based door lock.
3. B-Tech Academic Project1 on DICOM machines like Ultrasound machines from March
2014 to June 2014. This project is related to enhancement in the generation of imaging
fames by ultrasound machines.
B.TECH in Electronics & communication from JAYOTI VIDYAPEETH WOMENS
UNIVERSITY, JAIPUR with 73.24(%) marks in 2010-2014.
12th Standard from Ishan International public school (CBSE), Patna with 69% marks in 2010.
10th Standard from Christ church high school (ICSC Board), Patna with70% marks in 2008.
Marital Status: Unmarried
Date of Birth: 10.Nov.1991.
Address: .Shiv Hostel, Kotla Road, South EX-Part-1, New Delhi.