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SUNIL SANGWAN
+91-8377004847 and +91-8130233311 • sunilsangwan3953@yahoo.com / sunil_sangwan@dishtv.in
CSD OPERATION PROFESSIONAL
ACCOMPLISHED PROFESSIONAL WITH EXTENSIVE EXPERIENCE OF OVER 12 YEARS, EXPERTISE ON TELECOM & DTH CSD OPERATIONS
Core Competency
 Timely delivery of services to customer.
 Customer Relationship Management
 Partner search and ROI validation
 Channel management
 Team management
 Business development
 Training vendors & internal teams.
 Leading teams for service delivery
 Liaison with Business Solutions group to customize solution for the customer.
 Service Assurance
 Customer retention
 Planned Event notifications
 Lifecycle management
 Planning and procurement of CPEs.
 Monitoring of Service Delivery process for Improvement.
 Responsible for maintaining service uptime by interaction with cross-functional team.
 Responsible for fault resolution within committed SLA.
EXPERIENCE GLANCE
Tenure Experience Level Designation Company
July 14 – Till Date 12+ years Deputy Manager ASE Dish TV India Ltd
Nov 13 – June 14 12 years Owner Proprietor
-
Feb 11 – Oct 13 11 years Asst. Manager Territory Service Manager Bharti Airtel Ltd
Sept 07 – Feb 11 8 years Sr. Executive Zonal delivery Coordinator
Reliance Communication
Ltd
Aug 05 – Sept 07 5 years Executive Executive Service delivery Bharti Airtel Ltd
July 02 – Aug 05 3 years Officer Customer Services Officer Tata Teleservices Ltd

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July 2014 – Till Date DishTV India Ltd
Area Service Manager - Gurgaon
Current Job responsibilities
• Handling Seven service franchisee including Gurgaon, Sohna, Manesar and upcountry with 7000+ call
volume per month
• Responsible for maintaining TAT (4hrs/24Hrs) ensuring quality norms
• Team training and stay updates
• Forecasting, readiness and network enhancement
Feb 2011 – Oct 2013 Bharti Airtel Ltd (DTH MPCG)
Territory Service Manager - Indore
Job responsibilities
• Handled Project Capacity enhancement, ensuring migration in a smooth, quick and non interrupting
manner.
• Maintaining response time and ensure ZERO defect installation work on new acquisitions.
• Lifecycle management of Inventories, including warehouse and service centre operations.
• Partner search, ROI validation, Appointment, training & operations.
• Performance reviews and implement development plan for employees.
• Communicate company policies and norms regarding installation quality and ensuring adherence.
• Monitor deviations from SLA and analyze the root cause.
• Maintain adequate inventory of spares in the territory for timely fault repairs.
• Plan field visits periodically to collect and analyze data on quality of services provided vis-à-vis
competitors.
• Monitor and review performance of engineers on a continuous basis.
• Looks after the Churn Management and Customer Retention.
• Vendor Management to ensure Target Achievement with meeting all the Quality Norms of Company.
• Taking Care for Stock reco of the SF/SSD with System Software Vs Physical Status
Sep - 2007 – Feb 2011. Reliance Communications Ltd. MPCG Circle.
ZDC {Zonal Delivery Coordinator} - Operation and Maintenance
• Leading the customer support operations team at Bhopal for Telephony & broadband operations. We
own the customer from the time of customer order is picked by Business team till the time they are
associated with Reliance i.e. the whole lifecycle of customers.
• Handling NOC activities including Alarm monitoring of EDP (Electronic distribution point) MEN, DLC,
Cisco & Huwai devices. Fault finding of E1 related issues.
• Planning, Direction & Overall supervision of execution of different telecom projects consisting of
OFC & Copper network.

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• Ensuring timely delivery of service to customer along with matching the expectation as per the
Purchase Order and Sales order.
• Communication flow with Business team for processing customer orders and change requests for
running services.
• Ownership of customer’s escalations; any changes required by the customer in running services;
retention efforts for termination requests.
• Propose, suggest & work on feasibility and technical solutions for providing broadband customer
requirements. Generate Capex approval proposals of enterprise customer connectivity for techno-
commercial approval by management.
• Vendor management in terms of SLA achievement for both Installation and Fault repair, man
power recruitment and training along with Stock management & bill verification.
• Ensuring network up time with coordination of different functions like NOC, OMC, TAG, IN, LCO,
LBA, OSP.
Aug 2005 – Aug 2007. Bharti Airtel Limited. Haryana Circle
Engineer (Network Operations, I & FR Function):
Managing all Installation and fault repair related activities for Gurgaon and Manesar. Which involves:
 Maximize wired connectivity & minimize fault rate.
 To ensure timely & quality Installations of each work order.
 Also been responsible for the resolution of all complaints and requests with in the stipulated time
frame.
 Vendor management in terms of SLA achievement for both Installation and Fault repair, man
power recruitment and training along with Stock management & bill verification of vendor’s part.
 Field audits/AT for assuring Quality benchmarks in Installation of Analog, ISDN, & DSL Lines.
 Responsible for providing Functional, Operational & Administrative support to my team, SLA
adherence along with the motivating factors.
 Responsible for resolving liaison issues, (Local as well as Government authorities).
 Responsible for maintaining all financial and non-financial parameters & scheduling the execution
activities as per the roll out plan.
 Responsible for maintaining healthy copper network from RSU to Customer end including Pillars,
Sub-pillars, & DP.
 Maintaining the track records for External and Internal Audits.
 Special attention towards Customer Satisfaction and Customer Delight.
Dec 2004 – July 2005. Tata Teleservices Ltd. MPCG Circle
Officer (Customer Care STM Tech Function):
 Responsible for all pre-paid & post-paid Technical complaints for MP&CG.
 Routing the trouble ticket to respective department for resolution and case-to-case follow-up for
quality resolution within SLA. As specified by the management.
 Prioritizing the complaint resolution bases on their severity and SLAs.

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 Coordination with various Dept. e.g. I&R, Switch, Network, IN-Operation, CSO ISIT, & ASCs for
provisioning and fault management.
 Responsible for root cause analysis of technical complaints based on:
• Frequency of occurrence
• Nature of complaints
• Product and market segment
 Improving MTTR (Mean Time Taken for Rectification) with Customer Satisfaction.
 Maintaining Fault Rate of WLL faults within the service norms specified by the management
 Providing technical support to field JEs.
 Updating I&R cluster heads about our latest products and organizing relative trainings for the
same.
 Coordination with Networks, I&R, and BPO to overcome critical situations like Walky Restriction,
outages, call issues, etc.
Officer (Customer Care I&R function):
 Based at Gwalior, Handled All I&R functions for Gwalior cluster
 Ensuring timely & proper Installations of each work orders (FWP, FWT & PTB). Also been
responsible for the timely closing of the repair tickets.
 Vendor management in terms of SLA achievement for both Installation and Fault repair, man
power recruitment and training along with Stock management & bill verification of vendor’s part.
 Field visits for assuring Quality benchmarks in Installation of FWP, FWT, & PTB.
 Responsible for technical support to Public office operation ensuring 100% first time resolution for
the Customers visiting the PO. Also to ensure smooth functioning of the over the counter sales in
the PO.
July-02 - Nov-04 Tata Teleservices Ltd. Ishwar Nagar New Delhi
Officer (Outsourced)
 Responsible for Testing & Handling of Technical Complaints for Delhi circle that includes
coordination with different departments for complaint resolution.
 Coordinating with different Vendors for engineer’s visits to customer’s premises regarding their
technical complaints resolution.
 Handling Top Corporate customers within SLA’s.
 Managing Fault Rectification of WLL FWTs and PTBs (Public Telephone Booths).
 Maintaining MTTR (Mean Time Taken for Rectification) of WLL & Data (Over FWP) related
faults within the SLA as specified by the management.
 Knowledge of Various Oracle Based Work Tools
1. Meta Solve – The processing software in Tata Indicom.
2. POS – Point of Sale – The Data Entry Software.
3. CRM – Customer Relationship Management
 Assuring Quality benchmarks in PTB’s Installation.
 Coordination with various Dept. e.g. CC, Switch, Network, & Warehouse for provisioning and
fault management.
 Vendor Management to ensure Target Achievement with meeting all the Quality Norms of

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Company.
Personal Details
• Correspondence Address Flat No – 54, Block - GG – 3, Vikas Puri, New Delhi - 110018
• Permanent Address VPO - Chandeni, Distt - Bhiwani, Haryana – 127310.
• Marital Status Married
• Languages Proficiency English & Hindi
• Interests Music, Traveling and Family.
• Date of Birth 12th Feb 1981
• Nationality Indian
• Professional Qualification Diploma in Electronics & Telecommunication
• Current CTC 8.76 lacs per annum
The above furnished information is correct and true to the best of my knowledge.
DATE & PLACE SUNIL SANGWAN

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