Trilochan Mishra_PM_Detailed

Sr. Project Manager having 13+ years’ experience, B. Tech (ECE)

Trilochan Mishra Sr.Project Release Manager Mobile: - +91-9900609875QuintilelsIMS, Bangalore Email: - [email protected]

IT Release Management, Test Management, Escalation Management IT Security Management Service Delivery Data Centre OperationsServer Migration etc.

Trained in PMP, SFC, 6Sigma Yellow Belt, Cisco Security Ninja Certification with 13+ years of rich experience in end-to-end management of IT Project Management, IT Operations, Service Delivery and IT Infrastructure Support

KEY SKILLS

AgileScrum MasterProject Release ManagementProject ManagementData center ManagementInvolvement in SoW Service DeliveryRemote Infrastructure ManagementEscalation Management24x7 Operational SupportTest ManagementBuild ManagementQuarterly Budget ManagementVendor ManagementProduction SupportRisk ManagementChange ManagementProblem & Incident ManagementPre-SalesPMO Activity

PROFILE SUMMARY

Strong exposure in designing & implementing IT Infrastructure/ Data Centre with proven track record of successful operations management and service delivery, Pre-Sales, PMO activities.

Comprehensive understanding of Project Management Lifecycle based on Waterfall, V-Model& Agile Methodology with accountability of driving complete operations & architecture of new projects

Successfully achieved multiple certifications such as: Scrum Fundamental Certification (SFC), Six Sigma Yellow Belt, Cisco Security Ninja White Belt, Alcatel Certified System Expert etc.

Expertise in Business Continuity and Disaster Recovery planning; skilled in building & implementation of IT Management Process.

Rich technical background in Data Center Operations, Server Migrations, Cisco Call Manager, Cisco Voice Mail Server, Cisco IP Phone clients, Alcatel Contact Center Exchange, Switches, telecom protocols, Android App testing etc.

Managing Cisco ITPA against various SAP releases for development, enhancement, documentation and support.

Proficient in managing Server Operation Center 24/7, utilizing latest technology such as VMware, Exchange Server 2003/2007, Storage EMC/Dell, Provisioning, Windows Server 2003/2008/2012, Active Directory, Group Policy, SQL Server2005/2010.

Managing multiple Controlled Healthcare Environments for BMKK and Japan CRO.

CORE COMPETENCIES

Serving as Single Point of Accountability for Quality Management and setting up Infrastructure Operations Centre (IOC); Implementing infrastructure operations policies, processes & procedures including communication with business partners & stakeholders.

Monitor the security of critical systems (e.g.: e-mail servers, database servers, web servers, IP Phones, Voice Mail Servers, Contact Center Exchanges etc.) and changes to highly sensitive computer security controls to ensure appropriate system administrative actions, investigate and report on noted irregularities.

Process in-depth knowledge in VoIP signaling Protocols – SIP, MEGACO, ISDN, SS7, LTE, SIP Hard Phones, Telecom switches, Contact Centre Exchange, Messaging domain.

mailto:[email protected]


Project Managerial experience in Telecom Domain, SAP Testing domain & Clinical Research domain. Conduct Server and Client vulnerability assessments using tools to evaluate attack vectors, identify system

vulnerabilities and develop remediation plans and security procedures. Planned the Project delivery activities with the Product stake holders in Agile Committee discussions. Planning Project milestones, Controlling and performing the project release deliveries. Preparing the Test Strategy, Test Plan as per the SOW to maintain the quality standard high. Developing Information Security processes and procedures; laying down policies and guidelines to ensure

information security of production environment Preparing weekly technical Burn Down Chart/ dashboard on status of present deliverable & upcoming

deliverables of projects; ensuring that all project deliverables are on track and mitigating issues, if any. Managing business operations involving business process & solution design; monitoring monthly metrics and

KPIs; developing & monitoring escalation processes as per set SLA; ensuring 24 /7 availability of production environment

Troubleshooting network issues and providing helpdesk support to the client. Undertaking governance & control of quality of services, with accountability of Incident Management, Change

Management, Problem Management, Performance Management and IT Service Continuity Managing teams including recruitment, supervision, development, evaluation and disciplinary actions;

organizing technical trainings or internal resources; holding monthly meetings with team members, to resolve their area of concern

CERTIFICATIONS

Achieved Six Sigma Yellow Belt Certification.

Achieved Agile Scrum Fundamental Certification Credentials (SFC).

Achieved Cisco Security Ninja White Belt, Alcatel Certified System Expert

PMP Training Completion Certificate

Overseas Assignments’

1. CISCO, Seattle, WA, USA

Accomplishments:

o Actively involved in multiple project transition activities, viz: Pre-Sales activities, Escalation

Management & ES release Management activities for Cisco Unity Connection and Cisco Unity.

o Understanding of build and branching details. Preparation Test setup.

o Qualification of various IBM, HP & CISCO hardware.

o Providing Escalation support to Cisco customers.

2. Alcatel-Lucent, Brest, France:

Accomplishments:


o Test bed preparation for Contact Center Exchange (CCX) platform and involved in project

transition

Education

2003 B.Tech (ECE) from BPUT, Orissa, India

IT Skills

Operating System Unix, Linux, Windows

Key Competency SIP, GSM, IMS, H.323, Mobile IP, SKINNY, TCP, MEGACO/H.248, ATM, SS7, CSTA, ISDN, DHCP and

SNMP. Enterprise domain experience (EMS, NMS, OSS, BSS) environments.

SAP SAP ECC, SAP HANA, BW Report Validation & SAP BASIS

Tools ServiceNow, Rally, CDETS, QDETS, TIMS, GAMES, BEMES, JIRA, Polytest, Test Director, Test-Link,

Wireshark

Automation Tools: Selenium, T-Auto, Campaign, Hammer, Grinder

Servers Known CISCO Call Manager ( 5.0, 6.0, 7.0, 8.0, 9.0 ), Cisco Unity (5.0, 7.0, 8.0), Cisco Unity Connection

(7.x, 8.x, 9.x),

Avaya Call Manager (3.0, 4.0, 5.x.x, 6.x.x), Alcatel Omini Vista (4400)

Types of Testing Performed

Smoke, Sanity, Functional/ Feature, Performance, Regression, Security, User Acceptance Test,

Usability, Ad-hoc, Positive & Negative etc.


Professional Profile

Employer 1: Technosoft, Deployed at QuintilesIMS.

Responsibility: Sr. Project Release Manager for BMKK IT Implementation

Date of Employment: Sep-2016 to Till Date

Employer 2: Bristlecone India Pvt. Ltd.

Responsibility: Project Manager for Cisco ITPA Project Data Center &

Scrum Master

Date of Employment: Jan-2014 to Sep-2016

Employer 3: Aricent Group Pvt. Ltd. (In CISCO ODC)

Responsibility: Release Manager - Testing & QA for Cisco Unity Connection (Enterprise Solution

for Cisco Voice Mail Product with Data Center Migration)

Date of Employment: Nov-2010 to Dec 2013

Employer 4: Polycom Technology India Private Limited

Responsibility: Team Lead for Avaya & Cisco IP Conference Phone Product

Date of Employment: Aug-2008 to Nov-2010

Employer 5: Alcatel-Lucent India Pvt. Ltd.

Responsibility: Software Engineer for Alcatel’s 4400 Omini PBX & Contact Centre Exchange with

Infrastructure Migration.

Date of Employment: Oct-2005 to Jul-2008

Employer 6: Proximo

Responsibility: Software Test Engineer for SIP & MEGACO Testing.

Date of Employment: Jul-2003 to Oct-2005


Project Information

Project Assigned at QuintilesIMS

Project 1 & 2 (1) BMKK IT Implementation & (2) Japan-CRO

Client BMS

Methodology Agile In Matrix Organization

Duration Sep 2016 to Till Date

Project Description: -

BMS is the leading Clinical Research Organization in United States. They have opened their Japan division in the name of BMKK. BMS-BMKK are the major client to QuintilesIMS both for Clinical research and IT division. All the IT environments for this clinical research organization were treated under Controlled Argus environment.

Accomplishments as a Sr. Project Manager for both the simultaneous Projects:

1. Taking complete ownership of Release Management:

Continues Engagement with all the stake holders:

o Regular interactions with all the Project Managers (Dev, QA, Support, L1, and BA) to

track the Project health, risk, mitigation plan etc.

o Timely/ continuous interaction with Sr. Managerial team (Product Owner, Account

Manager, BU Head etc.) for resource allocation, business impact discussion etc.

o Taken the ownership for creating multiple Implementation Plans (IPs) for continuous

parallel and series of environments (DEV, SVT, CVT, BTRAIN and Production).

o Continuous involvement with all the global resources for their timely availability and

addressing the risk and mitigation plan.

o On demand meeting, follow up, negotiation, building repo with the global team to keep

the release deadlines intact.

o Addressing the Project Dashboard for all the Projects under the same BU.

o Timely Presentation/ Training to the Project Managers, Leads to understand the Project

Matrix, Dash board, Agile Practice etc.


Project Assigned at Bristlecone

Project 1 CISCO Intelligent Automation for SAP

Client CISCO

Methodology Agile

Duration Jan 2014 to Till Date

Technology Involved SAP ECC, SAP ABAP, SAP BW, SAP BI, .NET, SAP HANA, SAP BASIS


Standardize, unify, and automate best practices for IT processes in complex, heterogeneous environments with the

Cisco Intelligent Automation for SAP software platform. SAP also provides the same solution under the name SAP

IT Process Automation by Cisco. Ultimately, this solution makes it faster and easier to administer your

environment.

By using Cisco Intelligent Automation for SAP to automate SAP administration, you can view management processes in the context of end-to-end IT processes that span the data center. This broader context helps you confidently automate tasks across the application service management lifecycle. With Cisco Intelligent Automation for SAP, you also benefit from:

Increased operational efficiency

Reduced risk

Reduced downtime

Lower total cost of ownership

Accomplishments as a Project Release Manager (Agile Coach):

Achieved:

o Achieved Cisco Security Ninja White Belt Certification.

o Achieved Six Sigma Yellow Belt Certification.

o Achieved Scrum Fundamental Certification Credentials.


1. Taking complete ownership of Quality and Test Management Activities.

o Processes streamlined by me:

Providing coaching and professional development to company’s members

Migrating the Data Center from US to Pune and Pune to Bangalore.

Developing and maintaining test methodology.

Defining test strategies for projects.

Coordinating the work of test teams and monitoring their performance.

Following up any outstanding open test risks / issues.

Managing the gathering of results.

Compiling test metrics for management.

Reporting to Account managers on progress and potential risks.

Identify test approaches that optimize the delivery schedule.

Planning and estimating.

Advising clients on Testing best practice.

Taking complete ownership of creating technical documentations.

2. Managerial Activities:

Managing test teams.

Strong influencing and Communication skills.

Having a flexible attitude and positive approach.

Ability to lead offshore testing teams.

Experience of client facing roles.

Ability to quickly learn applications with minimal documentation

An understanding & appreciation of the full development life cycle & how testing relates

to it.

Can translate business processes into clear and comprehensive test scenarios.

Training new test team members.


Project Assigned at Aricent Technology

Project 1 CISCO Unity Connection

Domain Enterprise Management which includes (EMS, NMS, OSS & BSS)

Client CISCO

Methodology Agile

Duration Nov 2010 to July 2013

Technology Involved JAVA, C, C++, C#, Linux Platform, DB-Informix

Tools Used ANT Server, Hammer, Grinder, Madona, CDETS, QDDTS, RALLY, BEMS etc.


Cisco Unity® Connection is a feature-rich voice and unified messaging platform based on the same Linux Unified

Communications Operating System as Cisco Unified Communications Manager. With Cisco Unity Connection, you

can access and manage voice messages in a variety of ways, using your email inbox, web browser, Cisco Unified IP

Phone, smart phones, Cisco Unified Personal Communicator, and more. Cisco Unity Connection also provides

robust speech-recognition features for when you are mobile, so you can manage your voice messages hands- and

eyes-free.

Accomplishments as an Release Manager (Agile Coach):

Achieved:

a. Achieved Snap Award at Aricent Technology for excellent management of ES releases.

b. Active member of AricentQuality Audit and Talent hiring/recruitment team.

Taking complete ownership of Pre-Sales Activities.

Processes streamlined by me:

i. Participating in conferences shows exhibitions when appropriate and requested.


ii. Proactively defining scope of the technical solution required to address customer

requirements, assessed customers’ met and unmet needs, and recommending optimum

solutions, ensuring appropriate support for the proposed architecture.

iii. Sharing with key account sales manager assigned targets for profitable sales growth in

assigned product lines and/or market areas.

iv. Providing coaching and professional development to company’s members

v. Monitoring R&D/ customer support for technical solutions proposed throughout the

sales process, and alerts the sales and account teams to potential risks of deal closure.

vi. Provides training to customers when needed

vii. As per the need, acting as a Project Manager for each deal to ensure the final solution is

delivered towards customer’s expectation and initial proposals

viii. Providing required input to Documentation team for proper information of the product.

Release Management & Data Center Migration from US to India : Managing the complete Engineering

Special Releases (Maintenance Releases) of both Cisco Unity Connection and Cisco Unity which includes


ix. Consolidation of Requirements, Defining content of ES delivery

x. Planning, Maintaining ES delivery calendar which should satisfy Cisco IPCBU build

delivery calendar.

xi. Ensuring proper defect fix promotion in to the ES branches. Checking defect state, RNE

enclosures etc.

New initiatives implemented:

xii. Timely reminding scrum team to port required defect fixes in to applicable ES branches.

xiii. Ensuring availability of dev-build for ES defect verification and selective testing on each

ES branches.

xiv. Ensuring availability of Sync-build for Sanity Testing and posting to Cisco IPCBU on time.

Every week 4 ES builds got successfully delivered to IPCBU.

xv. Publication of monthly SUW (Service Upgrade Wizard for Cisco Unity).

xvi. Constantly tracking to improve AT, RT test suites by implementing TCs for CFDs & IFDs.

xvii. Actively responsible for preparing and maintaining quality documents/ matrices. Viz:

Skill Matrix, Traceability Matrix, Root Cause Analysis, Risk Assessment etc.


Release Planning: Coordinating with CISCO IPCBU team management.

o This is for requirements management, expectation setting with the technical team, focus on

stakeholder objectives, product vision/roadmap, customer interaction, milestone/delivery on

technology engagements.

Customer Escalation Management:

Process streamlined by me:

Addressing and Priority setting of customer’s queries and escalations. Assigning the query and escalation among the team. Responding to incoming cases of client services department as backup during peak

times. Conducting extensive troubleshooting of backend databases and identifies root cause of

data issues. Investigating both platform and product issues. Responding and analyze complex inquiries of technical and functional nature not in

routine and require deviation from standard procedures. Directing clients through issue resolution including customer meetings, status reports

and updates. Identifying propose and enforce escalation process improvements. Identifying support tools gaps, enhance needs and propose solutions.

Quarterly Budget Management: Planning, Managing and ordering of quarterly Budget Items.

Process streamlined by me:

Collecting requirements (Viz: license, hardware, software requirements) from the scrum.

Getting approval from CISCO product owner.

Placing order in Cisco configuration management tool, tracking PO/SO number etc. and

ensuring timely delivery of the same.


Project Assigned at Polycom Technology

Project 1 OASIS – 1692 Avayat Conference Phone

Domain EMS

Client Avaya

Protocols SIP, H.323, TCP, DHCP, SNMP

Technology Involved C, C++, DB-MySQL

Tools Used JIRA, PolyTest, Wireshark, DoS etc.

Project 2 ROCKPILE – 7937G CISCO Conference Phone

Domain EMS

Client CISCO

Protocols SIP, SKINNY, TCP, DHCP

Duration Aug 2008 to Nov 2010

Technology Involved C, C++, DB-MySQL

Tools Used JIRA, PolyTest, Wireshark, DoS etc.



OASIS for Avaya and Rockpile for Cisco are Conference phones developed and tested by Polycom for Avaya and

Cisco. As per Avaya/ Cisco call manager standards. For Avaya it is known as Avaya 1692 conference phone. And for

Cisco it is known as 7937G Cisco Conference Phone. These IP phones do have dual boot model, which made it to

work with both SIP/ H.323/ Skinny platforms. It has a HD voice quality. It supports all the telephony features like:

Call Forward, MOH, Call Hold

Call Transfer

Call conference

Call Toggle etc. and many more.

Accomplishments as a Team Lead:

Achieved:

Achieved Star Performer award for excellent performance.


Work closely with developers for new features and integration testing (that includes reviewing of

documentation and attending client meeting regarding the possible issue and its resolution) and

managing tasks and resource monitoring too.

Manage own tasks and the team work. Suggest the projection of any assigned task to the project

manager.

Attend different client meetings and higher management meetings as per requirement.

Do review of test plan, test execution (sanity testing, functional, regression, ad-hoc, end to end

testing, performance testing, security testing), debugging of the test execution result and raising

the defect against the issue observed in bug reporting tool (JIRA).

New initiatives implemented:

Responsible for deciding test scope.

Analyzing last 2Yrs CFDs and writing & let the team write TCs on them to strengthen our

regression test suit density in different to achieve more than Polycom’s GA standard (>95% Pass

ratio).

Regularly tracking schedule variance as per QA point of view for better and timely delivery of

better product.


Project Assigned at Alcatel-Lucent

Project Alcatel CCX (CONTACT CENTRE EXCHANGE)

Domain Enterprise Management which includes (EMS, NMS, OSS & BSS)

Organization Alcatel-Lucent

Client Alcatel-Lucent

Protocols SIP, MEGACO, ISDN, QSIG, SS7, ATM etc.

Technology Involved C, C++, Java

Tools Used Automation Tools (T-Auto, Campaign, CSTA), Test Director, Clear Quest


CCX (Contact Center Exchange) is an application over the PBX called OXE.

Alcatel-Lucent is the leader in providing Contact Canter Applications to thousands of clients over the globe. It is

supporting both the legacy as well as the IP based applications.

Contact center (also referred to as a customer interaction center or e-contact center) is a central point in an

enterprise from which all customer contacts are managed.

The contact center typically includes

Call center(s) to manage customer calls

Applications to handle other types of customer contacts like e-mail newsletters, Fax and SMS

messages, Web site inquiries and chats, etc.


Hundreds of facilities are provided to the clients as per their requirements for contact center applications. Here

CCX also facilitates all the PBX applications using various protocols Viz, SIP, MEGACO, ISDN, QSIG, SS7, ATM etc.

Due to which it provides wide range of call features, Viz:call forward, intrusion, conference call, call park,

Attendant call, blue tooth facility for NOE sets, headphone facility etc.

Accomplishments as a Team Member:

Achieved:

Achieved Alcatel Certified System Expert.

Complete Infrastructure Migration from France to India.

Processes followed by me:

Establishing the Mock-Up in the lab for various testing.

Creating test plan, test cases, exploitation process fine-tuning, well modifying the automatic tools

and automatic test scripts are some of the achievements to be noticed.

Responsible for Application Testing, various call feature testing, regression testing, acceptance

testing both for CCX and OXE.

Launching the Automatic test, Doing exploitation and sending the result status files to the

Technical Support Team.

Doing Functional Test for FR verifications for different releases basing upon the LEV plan.

Raising FRs and validating FRs.

Projects Assigned in PROXIMO

Project 1 APPLICATION SERVER FOR ENTERPRISE (ASE)

Client 3COM


ASE is an application server that communicates in SIP (Session Initiation Protocol) and is widely used for the

advance telephone services in IP based enterprise network. ASE unifies voice, video and data over a single packet

network and is fully compliant with SIP RFC 3261.The application server performs the role of SIP Registrar, Proxy


server, Redirect server and Location Server and works in conjunction with SIP enabled IP PHONES,

ANNOUNCEMENT SERVER, CONFERENCE SERVER, MEDIA SERVER etc. Also, the ASE supports various features like:

Call hold-retrieve

Consultation hold, Call hold with music, Call Forward/ transfer etc.

Project 2 MEDIA GATEWAY TESTING FOR W-CDMA NETWORK

Clint NEC, JAPAN


A third generation Media Gateway is used to establish media path for the transmission of voice, video and

data over the ATM or IP based networks and is used in the W-CDMA network architecture. This Media

Gateway is designed by NEC, JAPAN and it communicates with the MSC and GMSC using Megaco/H.248

protocol .The capacity of the MG is measured in terms of number of DS0 channels per rack/square feet and it

supports various features like: Call conference, Lawful Investigation (LI), Call hold- retrieve, Call wait etc

My Role: -

As a member of testing team, I was involved in

Connecting the cards in the lab for various testing.

Responsible for Conformance testing, Traffic testing, System Testing, Regression Testing.

Testing the protocol handler software.

Doing UAT for the Tools.

Reviewing Test Reports & Developed Test Cases.

Executed System Test Cases to check the functionality of the application.

Personal Details:

Name Trilochan Mishra

Date Of Birth 25.05.1980

Sex Male

Passport No Z3007623


Visa B1/B2 valid till Feb 2021

Date: Thanks,

Place: Trilochan Mishra

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Trilochan Mishra_PM_Detailed