1. Page 1 of 4
Ajit Kumar Pallai Mobile:+91 7406166991
Email: ajitpallai75@gmail.com +91 8984312124
PERSONAL SUMMARY:
Over14 yearsof IT industryexperience with challengingcareerin ProductSupport, Technical Support,
Pre/Post-salessupport,CustomerRelationship andTeam Management.Good at technical skills,
leadingteams,targetorientedattitude, aggressive towardjobfunctionsand alwayseagertolearnnew
skills.
STRENGHTHS:
o Specializedincustomersupportmanagement,Issue analysis(RCA) &Effort estimation
o Strongnegotiationskills& effortestimation plan.
o Abilitytoanalyze trendson KeyPerformance Indicators (KPIs) & customerretention
o Manage the shiftstaffingandtakingcare of customerescalations endto end
o Very goodworkexperiencein Cloudtechnologies
o Conductthe Customer RelationshipManagement(CRM).
o Understandingof ITIL/ITSM practicesand processes (RACI& TL-9000).
o Strongunderstandingandcommitmenttostandardoperational processesanddisciplines.
o Verygoodexperience inauditprocess(Salesforce/SFDCAudit).
o Experiencedindefecttrackingtools asSalesforce.com,HPQC,JIRA and Mantis
o Proventrack recordof takingownership, problemsolving/conflictmanagement
o ExperiencedinPlatformasa Service (PaaS),Software asaService (SaaS) & Infrastructure asa
Service (IaaS).
o Strongnegotiation& escalationskillsfor gettingthe timelinesforcustomerdefectsand
communicationwithotherteamstoachieve the SLA,qualityandcustomersatisfaction
o Understandingof POs& finalize the plantodeploy/supportof new setupatcustomerLAB.
o Conducttraining for team.
SKILLS & TOOLS:
o Networkingknowledge of IP,SwitchingRouting,Firewall,DSCP,DNS
o Protocol knowledgeof VoIP,SIP,SDP, RTP, SQL , TCP/IP
(RFC 3261 and 3GPP/3GPP2 standard),SDP capability negotiation (RFC 5939),RTP, Simultaneous
Registration (RFC 5626), SIP Services (RFC 5359), Re-INVITE and target multimedia refreshing(RFC 6141)
o Extensive experience of large enterprisedeploymentsintoClouddomain Salesforce.com(SFDC)
o Extensive knowledgeonLoadand automatedtesttools – EAST & NAVTEL
(Simulator/Emulator), M5 & Wireshark(Protocol Analyzer).
o OperatingSystem :Windows& Linux/UNIX
EDUCATION:
o Master Degree inComputerApplication (M.C.A.) fromMadurai Kamaraj University
o Diploma in Electrical Engineering fromState Council forTechnical Education&Vocational
Training,Orissa.
CERTIFICATION COURSES:
o ProfessionalScrumMaster
o ITIL V3
WORK HISTORY:
o Lead ProductSupport EngineeratEXFO,Pune (September2012 – August2015).
o Lead Technical SupportEngineerat EXFO,Gurgaon (August2010 – August2012).
o Lead Technical SupportEngineeratNetHawk, BBSR& Bangalore (March 2006 – August2010).
o SeniorTechnical SupportEngineeratNetHawk,China(September2005 – February2006).
o Lead TestEngineeratIPNetFusion,Bhadrak(June 2003 – August2005).
o TelecomTestEngineeratIPNetFusion,Bhadrak(February2001 – July2003).

2. Page 2 of 4
CUSTOMER SUPPORT ONSITE & OFFSITE EXPOSURE:
o Workedat EXFO Corporation, CHINA (Beijing/Shanghai/HongKong) forproductTechnical
Support,End toEnd call demo,product installation.
o Executedthe End-To-Enddemo forthe customersat SouthKorea.
o VisitedtoHQ(Canada/Finland) andotherAPACregions(Hong Kong,KL,Singapore)forproduct
training,demonstrations andnewprojectplan.
o Provide the product demonstration,presentation,deploy,training etc. todifferentcustomerall
overIndia.
PROFESSIONAL TRAINING:
o Trainingprogramfor Scrum and Agile Processfrom5thMay to 9th the May– 2015 EXFO Pune
o Trainingon“ProjectManagement” by BHARATI CONSULTING from10th
May to 20th
May, 2010
o Certificate of achievementtwodaysINACON course at Bangkok “TECHNOLOGYUPDATES
TRAINING UMTS, GPRS,GSM AND OTHERS” on April 2007.
o Attendedthe trainingprogramon “LeadershipCompetencyforStar Performance” from6th
March to 8th the March – 2007 at Xavier Institute of Management,Bhubaneswar.
PROFESSIONAL ACHIEVEMENTS:
o BestPSL Awardfor Year 2013-14 (97% customersatisfaction)
o SuccessfullycompletedexternalTL-9000 AuditforProduct SupportGroupwith positive
commentfromAuditor.
o Received“ThankYouAward”for the preparation/supportof differentprocess documents,
whichreallyimprovedproductsupportprocess.
PROFESSIONAL EXPERIENCE:
Company: EXFO, Pune
Duration: 09/2012-Till to Date (3+ years)
Designation: Product Support Lead(Manager)
Rolesand Responsibility
o Manage the customersupportteam(L1/L2 Support), conductthe customerrelationship
management,people management&teambuilding
o Managing shiftstaffingandcase assignments, takingcare of customerescalations endtoend
o Coachingand Mentoringteammembers forcontinuous improvementandhelpthe teamgrow
o Monitor,manage,and achieve supportKPIsandcome upwithactions to improve
o Identifynewbusiness,growopportunitiesandcollaboratewithsalesteamstoensure growth
attainment.
o Manage the team,individualperformance,technical skillsdevelopment &new hiringplan.
o Provide technical trainingtoteamsandserve as a technical mentortoteammembers
o Remainaware of newproductdevelopmentsinthe areaof networktechnologyprovidinginput
and tactical directiontothe businessoncustomerservice andsupportchallenges
o Provide inputintothe pre-salesprocessandactas a leadon supportand service issues,strategy
o Work closely withdifferentteamswithinthe organizationas Engineering,ProductManagement,
and Salesteams fornewcustomerrequirements anddevelopmentplan.
o Elaborate andcoordinate preventive andcorrective actionsaimedatreducingnumberof DOAs,
FYRs and CustomerCases.
o Regularandtimelyfollow upswithcustomerswithrecommendations,workarounds,updates
actionplans and planto resolve issuesviatelephone,email,orWebEx/teamviewersessions.
o Coordinate endtoend teamsto ensure TL9000 & RACI processguidelinesare followedinterms
of the definedSLA.
o Communicate/follow-upwithproductionandsourcingteamforfaultyreturned(RMA) HWsand
planfor the replacement.
o Customerissue analysis,categorizes,prioritize, Rootcause analysis andplanforsolution.

3. Page 3 of 4
Company: EXFO, Gurgaon
Duration: 08/2010-08/2012 (2 years)
Designation: Lead Technical SupportEngineer
Rolesand Responsibility
o Manage to provide technical assistance tothe customersdirectly throughWebEx/Teamviewer,
phone callsor emails.
o Planningtoprovide appropriate solutionASAPtothe customerbyinvolvingintechnical
discussionswiththe developmentteam andProductLine Managers.
o Managing productDemonstration,EvaluationandTrainingtothe customerof the required
product(alongwithteam).
o DiscusswithSalesManagerabout the differentproductrequirementdetails.
o Responsible foronsite productdemonstrationorevaluationwithteam forVoIP/SIPSimulator.
o Hiringof engineers,Employeedevelopment,Employee coaching,performancemanagement
o Facilitation,developmentandmanagementof supportoperationsprocesses&procedures
consistentwithbestinclasssupportservice offerings
o Championingchange managementandoperational readinesswithinthe supportdeliveryteams
o Analyze teamperformance andsuggestforinnovativeapproachtoimprove the performance
o Able tojuggle prioritiestomeetdeadlineswithoutcuttingcorners,follow uponandtake
responsibilityforunresolvedissuesorescalations
Company: NetHawk, Bhubaneswar & Bangalore
Duration: 03/2006-08/2010 (4 years & 5 Months)
Designation: Lead Technical SupportEngineer
Rolesand Responsibility:
o Manage to provide technical assistance tothe customers.
o ProductDemonstration,EvaluationandTrainingforVoIP,SIP,IMSetc.(as perrequirement)at
customersite.
o Involvingintechnical discussionswiththe R&D,PLMand customertechnical team.
o Responsible toeducate the R&D teamabout customer’stestingenvironmentintechnical areas.
o Work withQA team to planthe protocol package testingtowardscustomerspecific
requirements.
Company: NetHawk, CHINA
Duration: 09/2005-02/2006 (6 Months)
Designation: SeniorTechnical Support Engineer
Rolesand Responsibility
o Provide trainingof ourproductto the salesengineeringand the supportteaminChina
(VoIP/SIP, 2G,2.5G & 3G NetworkSolutionstowardsEASTSimulator).
o Gettinginvolvedinprovidingdirectsupport,evaluations,UnitTesting,SystemTestingandLoad
Testingtothe customers.
o Provide the Simulatorproductdemonstration/presentationfortonew customers(China
Telecom,ZTE& Datang Telecom).
o Supportthe salespeople tofinalize the TechnicalpointstowardsCustomersrequirements
o Effectivelyprovide resolutionstoperformance issuesinlarge datacentersinfrastructure
o Drive InnovationHotspots&TechnologyModernizationInitiatives
o Manage DisasterRecoveryandBusinessContinuity
Company: IPNetFusion, ODISHA
Duration: 09/2003-08/2005 (2 years & 2 months)
Designation: Lead TestEngineer
Rolesand Responsibility:
o Major responsibilitytoproductize the UMTS simulator.
o Wrote Requirement/DesignforTestcasesneedstobe developedbasedon3GPPstandardfor
SGSN testingforIU –PS andGN interface usingprotocolslike SCCP,RANAP,GMMand GTP.

4. Page 4 of 4
o DevelopedTestcase forabove interface usingEAST(EnvironmentforAutomatedSystem
Testing) tool.
o DeterminedTestStrategyDocument,Planningof the testcasescreationandexecutionand
Manage engineeringteam’sworkinthe execution.
o HelpedEngineeringteam introuble-shootingthe probleminDevelopmentperiod
o WorkedwithNortel EngineertodebugvariousissuesfromSGSN andEAST pointof View
o Managed a groupof Engineeringteamtoworkonthe above project and match with templates.
Company: IPNetFusion, ODISHA
Duration: 02/2001-08/2003 (1 year & 6 months)
Designation: TelecomTestEngineer
Rolesand Responsibility:EASTVoIPtesting
The TestManagementprovidesvariousfacilitiestotheEASTuserforthe management of different test
programs executed in the EAST environment. It helps in keyword organization of a test program,
summarized test statistics and operations on test programs in a batch manner.
o Prepareddifferenttestscriptsfor GSM/VoIP/SIP/SDP/MGCP/MEGACOprotocol withMedia.
o Createdtestplans andproceduresfordifferentversionsof software.
o PreparedtestreportforRelease Testing,trackingbugsfromthe software and submitted
numerousfeature requests.
o Conductedregression,systemandloadtestingforvarioussoftware releases.