1. Santhi Vinnakota
B.Tech, Electrical and Electronics, Nagarjuna University, Andhra Pradesh
Mobile : (0)8380098537
Email : santhivinnakota24i@gmail.com
Career Summary and Specialization:
Operations Manager with extensive background in Telecommunications and Contact Center Applications
and Telecom Protocols and Technologies. Strongly moulded to have operational efficiency and highly
scalable and experience in bringing contingency plans. Capable of building teams from scratch, cross
training, emphasizing on commitment, ethics, technical growth and ZERO SLA breaches.
Extensive knowledge in Call center voice technology platforms which include VOIP, IVR, Intelligent Call
Routing, Dialer, Call Recording, Workforce Management, CRM and others. Responsibilities and
experience include deployment and delivery of new CTI platform from Cisco (UCCE) that is heavily
integrated into a SFDC case management system. AND, End-to-end sustaining of the applications. Face
of the customer and Owner of cradle to grave customer experience for Symantec Global Contact
Centers.
Complete Hands-On on UCCE ICM, VXML development and Finesse and BnS Support. Can build projects
(by developing) from scratch and lead the team.
Also had extensive hands-on experience working on Telecom layers and Layer-2, Layer-3 protocols and
iSCSI and SAN domains.
Managing development, testing and deployment of enhancements in telephony applications in support
of on-shore and off-shore contact centers. Strategic and tactical responsibilities include development of
strategic roadmaps in support of business model, personnel management, vendor management, and
customer satisfaction.
Responsible from recruiting the head count with required skill set and also have proven track record in
hiring interns and freshers and mentoring and ramping them up technically and ability to develop high
performance teams. Always managed Bulge ratio and never had SLA slippages.
15 years of experience ranges having managerial as well as strong technical capabilities with
technologies ranging from
Global voice applications, ICM, VXML, UCCE, IVR, L2/L3, Optical, SAN and CRM Connectors
Extensive working experience working with Cloud technologies in Agile model

2. Technical Skills:
Can develop and deploy Contact center applications through complex VXML applications and ICM
scripting on latest UCCE technologies and can integrate with CRMs like Salesforce
Very strong and excellent understanding of Agent Desktops viz: CTIOS, AMC and Finesse. Thorough
knowledge of Symantec's UCCE architecture
Experience in testing the protocols of Cisco Routers(SAN,iSCSI,FCiP, OSPF),
Switches(VLAN,STP,LAG,EAPS), Extreme Networks Switches(IDM, Netlogin) and Optical
Switches of Alcatel-Lucent
Solely done backend automation(PG-SQL) through PERL.
Work Experience:
Present:
Operations Manager for Contact Center Applications, Symantec Corporation, Pune, India (May 2013 to
Till Date)
Previous:
Principal Engineer, Extreme Networks, Chennai, India (April 2010 to April 2013)
Project Manager, Wipro Technologies, Chennai, India (Aug 2005 to Apr 2010)
Senior Project Associate, IIT Kanpur, UP, India (Feb 2005 till May 2005)
QA Manager in Marconi Communications, Dublin,Ireland (Oct 1998 to Dec 2002)
Awards and Appreciations:
Got the highest award "Standing Ovation" in Symantec TWICE within 10 months of joining the company
Multiple Cash awards for the delivery with highest quality (15 times)
Purple Buck award for the best performance in the quarter from Extreme Networks
Best Project Manager Award in Wipro for acquiring CMMi Level5 certification
Feather in the Cap award in Wipro for the best performance in SAN testing
Work History:
Symantec Corporation
May 2013 till Date

3. UCCE Global Voice Applications (IT Operations Manager)
Global Voice applications of Symantec facilitate the callers with the enhanced IVR and Call routing and
Agent Desktop capabilities using the RICH UCCE technology of Cisco.
This involves facilitating the "Agents" sitting across the GLOBE ( 6 Clusters from the UCCE Architecture of
Symantec) and cater to the customer needs. Agents will be using the top class desktops like CTIOS,
FINESSE to attend the callers. SFDC Integration also is facilitated to have the customer information
popped up for viewing and analysis.
Excellent Reporting and Integration with NICE call recorders and also Workforce management tools.
Key Responsibility:
As Operations and Sustain manager, my responsibilities include End-to-End driving and managing the
Contact Center Applications UCCE, NICE Call recording, Work force management and RMG Symon
Wallboards on a round the clock and 24/7 basis. Round the clock working on fixing the Severity1 and
Outages well within SLAs and possesses complete ownership. Managing the SLAs and articulating to the
higher management in weekly Operations review on Health Of all the applications/technologies.
Complete owner starting from recruiting the engineers to mentoring and cross training them and
incident and request handling AND people management.
Responsible for designing and developing and deploying the enhancements AND their complete support
and sustenance.
Extreme Networks India Pvt Ltd
Apr 2010 till Date
Ridgeline Service Advisor (Principal Engineer)
Apr 2010 till Date
EPICenter/Ridgeline is a scalable, full-featured network and service management tool that simplifies
configuration, provisioning, troubleshooting and status monitoring of IP-based networks. Offering a
comprehensive set of network management applications for the network and its elements, Ridgeline
delivers network and service management while adding valuable and intuitive features that help save
time by streamlining common tasks.

4. Key responsibilities:
• Scrum Lead/Engineer by leading a team of 5 members as well as Individual contributor
• Involved in PRD, Functional Spec and Design Spec review
• Performed testing on newly supported technologies, Modules and devices
• Involved in Test plan writing and review
• Involved in device setup and configuration of new technologies
• Worked with Technical experts and development teams on requirement analysis
• Worked with the team closely to help them understand the functionality, issues and analyzing it.
• Writing Automation scripts.
Wipro Technologies
Aug 2005 till Apr 2010
CIT-EPT, NE Testing (Project Manager)
Dec 2007 till Apr 2010
Started in the project while being a Project Lead and became Project Manager in Dec 2008.
Responsible for manage/deliver of Optical DWDM product with a team of 17 engineers and also
completely hands-on in testing the features owned.
The Alcatel-Lucent 1830 PSS (Photonic Service Switch) Network Element is a metro WDM product. 1830
NE is designed to support network sizes ranging from small metropolitan area to 600 KM regional size.
1830 NE contains transponder and muxponder cards that perform more limited service layer
aggregation/grooming. The different node topologies are TOADM, FOADM, ILA, Terminal and Glass
Through.
1830 NE testing involves the testing various NE configurations (Linear, RING and MESH) using different
interfaces CLI, TL1, CIT (Web GUI) and NMS (Photonic Manager)
Key responsibilities:
Technical:

5. • Responsible for testing NMS (Photonic Manager) and also the Metro Access Network element (1830
PSS) using CLI and Web GUI
• Features owned include NE Administration, Security, Inventory, Discovery, Topology Management,
Fault Management, Performance Management, TCA and Wavelength and Service Management of
ROADM, TOADM and FOADM Network elements via NMS server (PhM)
• Experience includes testing the network elements- Database backup/restore, SWUpgrade, Firmware
upgrade, Discovery/Auto Discovery of NEs, Inventory testing of Shelfs/Slots/Cards/Ports,
Performance monitoring, TCA checking, NTP, Alarm Severity configuration, Service creation, Cross
Connect creation, Automatic Protection switching testing, interoperability testing
• Experience includes reviewing the Requirements for the above features, preparing the test plans
directly in the management tool Quality center, functional testing, bug filing in DDTS and Regression
testing and Acceptance testing
Management:
• As Project Manager, responsibilities include managing a team of 16 people ( 9 offshore, 5 On-site, 2
local-onsite)
• Delegation of work, Review of the work products by the team, providing technical guidance
• Primary Wipro responsibilities include Project Planning, Risk Planning, Tools usage Planning, Coming
up with metrics that are Critical to Quality and monitoring and improving the same, Competency
development for the team and driving for the technical papers
• Responsible for generating, collecting and analyzing the monthly metrics, risks, Root Cause Analysis
and presenting to the higher management forums called APRs and QICs
• Main point of contact to the Customer manager for technical related activities and resource
performance
• Responsible for Performance appraisals of the team and Goal and Objective setting
CISCO MDS Switches Testing and Automation
(Project Leader)
Oct 2005 till Apr 2007

6. Responsible for lead/deliver of testing SAN switches with a team of 9 engineers and also completely
hands-on in testing the features owned and got awarded by the Customer
FC has been the foundation for building Storage Area Networks (SAN). Current trends in using IP for
building SANs has resulted in the development of the iSCSI,FCIP, iFCP,iSNS protocols. Cisco Systems has
developed the iSCSI Storage switches, MDS 9xxx which provide connectivity between IP based
hosts/initiators and FC based targets. This project is on MDS 95XX switch feature testing.
Key responsibilities:
Technical:
• Responsible for testing various protocols of MDS 95xx Storage Area Network Switches with newly
supported softwares installed and the FC supported targets viz. iSCSI, FCIP, iSLB, VRRP, IVR, IPSec
and CIM for various flavors of MDS 95xx series switches.
• Responsible for writing test plans for all the features and XML scripts to execute commands for CIM.
Responsible for doing Automation using iSAN Testing framework of CISCO for feature iSCSI Error
Injection using the scripting language iTCL (Object Oriented TCL)
Lead/Management:
• As Project Lead, responsible for leading a team of 8 people and monitoring their work products,
delegation and schedules
• Was the single point of contact to the Customer in providing the status and getting the work needed
to be done by the team
• Delegation of work, Review of the work products by the team, providing technical guidance
• Primary Wipro responsibilities include Project Planning, Risk Planning, Tools usage Planning, Coming
up with metrics that are Critical to Quality and monitoring and improving the same, Competency
development for the team and driving for the technical papers
• Responsible for generating, collecting and analyzing the monthly metrics, risks, Root Cause Analysis
and presenting to the higher management forums called APRs and QICs
• Responsible for Performance appraisals of the team and Goal and Objective setting

7. IIT- Kanpur CSE Department
Feb 2005 – May 2005
Senior Project Associate
Opthalmology--Mobile Eyecare is a project thats being developed in IIT-Kanpur to provide the users the
facility to get connected to the doctor from a remote location and get the treatment. The tool that’s
being used for the project is Visual Studio.Net and it’s being developed using C# and MS-SQL server.
Key responsibilities:
• Technical management – High Level Designing and formulating requirements, schedule estimation &
tracking.
• Presenting demonstrations to Stake holders
Key Achievements
• Sole member responsible for high level designing the GUI and database
• Designed a dynamically driven GUI for the Patient End for future new requirements to get
accommodated with no change o the existing code
• Worked on localization of the GUI along with the CSE Department Head responsible for this
• Managed a team of Six engineers and approved the code written by them in C# and also database
tables
• Test Engineer of Individual Contributor role
• Involved in PRD, Functional Spec and Design Spec review
• Performed testing on newly supported technologies, Modules and devices
• Involved in Test plan writing and review
• Involved in device setup and configuration of new technologies
• Worked with Technical experts and development teams on requirement analysis
• Worked with the team closely to help them understand the functionality, issues and analyzing it.
• Writing Automation scripts.

8. Marconi Communications
Oct 1998 – Dec 2002
Software Engineer/Lead Engineer/Manager
Oct 1998 – Dec 2002
Reporting to Director of Engineering, responsible for QA management/delivery of new features &
releases of Network Management System (NMS)( SoD 1.3, SoD 2.0, SoD 2.1 and SoD 2.2) for broadband
equipment.
Key Responsibilities/Achievements
• On-time delivery, largest ever release of product – $6M budget, 17 people
• Excellent track record in meeting the exit criteria- increased the daily test run rate by 10% and
successfully met the exit criteria with 100% test execution and 97% test pass rate
• Successfully managed/lead a transatlantic team of test engineers based in Pittsburgh (USA) and
Dublin (Ireland). Obtained excellent communication skills and ability to reach project goals on time
while dealing with engineers in multi-region, multi-time zone and multi geographic locations.
• Devised comprehensive metrics to measure & predict individual/group performance.
• Navigating the company through uncertain times by judicious allocation of responsibilities within
the available resources
• Managed four releases of Service On Data ( SoD 1.3, SoD 2.0, SoD 2.1 and SoD 2.2)—Reviewed and
approved test specification documents written by the team
• Prepared project plans and QA estimates for all the four releases and delegated work to the team.
(Usual test team size in Dublin was 10. For the project Service On Data 2.0, I managed the QA test
team of size 7 that was based in Pittsburgh along with my team in Dublin)
• Prepared Test Strategy for SoD 2.1
• Designed the Test Specification document for 1483 Connection management in SoD 2.1 and tested
the 1483 Connection management feature on UNIX ( SOLARIS 2.7/2.8) and Windows (Win NT SP 6,
Win 2000) and HP-UX 11I
• Designed Test Specification document for Frame Plus provisioning in SoD 2.0 and tested the Frame

9. Plus provisioning feature on UNIX ( SOLARIS 2.7/2.8) and Windows (Win NT SP 6, Win 2000) and HP-
UX 11I
• Took full responsibility of doing regression tests on Discovery and monitoring in SoD 2.0
• In S0D 1.3 took full responsibility of checking the performance of the product and used a number of
metrics and ran series of stress tests using MIMIC and prepared status reports on every build.
Conducted constant meetings to review and improve the performance of the product until the end
results are achieved
• Created simulations in MIMIC to support higher Fore Thought versions. (FT 8.0 and FT 8.1)
• Tracked bug status and compiled results and sent them to the rest of the management team on a
daily basis