Dhiraj Patil
Kalyan (West),India
Summary
Skilled professional in project management, client management, and service continuity planning. Expertise in ITIL implementation and change control enhances operational efficiency and customer satisfaction. Developed customer support strategies and implemented proactive problem-solving approaches. Strong communicator with leadership and coaching experience, dedicated to driving organisational success through innovative solutions and continuous improvement.
Overview
1
1
Certification
6
6
years of post-secondary education
15
15
years of professional experience
Work history
Project & Customer Support Manager
Smart Integral Technologies (UAE) LLC, Dubai
Dubai, UAE
2023.11 - 2026.07
- Coordinated pre-sales, implementation, and support for clients across UAE and India, managing multiple OEM services such as data, wireless, firewall, servers, VMware, data centre, load balancers, and cyber security.
- Facilitated communication among stakeholders to ensure clarity and alignment on project objectives.
- Worked with multiple departments to align their goals and objectives with overall organizational strategy.
- Designed and implemented training program to enhance team capabilities.
Lead Engineer- Network
FIS Solutions Software (India) Private Limited, Pune
Pune
2021.11 - 2023.11
- Collaborated with L3 service team to support DRE testing for FIS customers across APAC, US, UK, and EMEA, addressing needs for OEM services including data, firewall, data centre, load balancers, and proxy.
- Provided technical guidance to junior engineers fostering their professional development.
- Participated in continuous learning activities keeping abreast with latest industry trends.
- Implemented safety protocols, significantly reducing workplace incidents.
Senior Account Manager–Network Integration & Solutions
Progility Technologies Private Ltd. (FKA Siemens Enterprise Communications), Navi Mumbai
Navi Mumbai, India
2018.11 - 2021.10
- Coordinated with L2 service team to plan, install, and support PAN India customers across OEM services including data, wireless, firewall, servers, VMware, data centre, and voice loggers.
- Handled escalated client concerns efficiently, mitigating potential damage to company-client relationship.
- Conducted regular reviews of competitor activities; maintained competitive edge in market.
- Reduced turnover rates for major accounts by developing customised service solutions.
Deputy Manager
Reliance JIO Infocomm Ltd., Navi Mumbai
Navi Mumbai, India
2017.07 - 2018.11
- Reduced operational inefficiencies by streamlining workflow processes.
- Collaborated with Enterprise L2 Support team to resolve customer issues related to link down, packet loss, delay, jitter, slow speed, and low throughput, ensuring timely solutions and enhanced customer satisfaction.
- Organized and led staff meetings to enhance team communication.
- Implemented safety protocols to ensure secure workplace.
Senior Engineer–2nd Level Assurance
Ericsson Global India Ltd., Navi Mumbai
Navi Mumbai, India
2013.05 - 2017.07
- Collaborated with Core Data team to resolve enterprise customer escalations, provide hardware and software support, and ensure operations and maintenance for PAN India Reliance Communications network.
- Analyzed data trends to inform future engineering decisions.
- Devised cost-effective solutions whilst maintaining high-quality standards.
- Supported Reliance Communications project through active collaboration with stakeholders.
- Mentored junior engineers, aiding professional growth and development.
Assistant Engineer
Reliance Communications, Navi Mumbai
Navi Mumbai, India
2011.09 - 2013.04
- Collaborated with core data team to manage PAN India network device alarm monitoring, created FT for issues such as link down, isolation, and packet loss, and coordinated with regional team to resolve these issues efficiently.
- Enhanced overall operations by implementing innovative engineering solutions.
- Achieved operational continuity with regular system check-ups and troubleshooting.
- Supported cross-functional teams during product development stages, resulting in increased collaboration.
Education
Bachelor of Engineering - Electronics & Telecommunication
Yadavrao Tasgaonkar College of Engineering & Technology
Karjat, India 2007.06 - 2011.05
HSC - Science
Birla College
Kalyan, India 2005.06 - 2007.05
Skills
Project management
Client management
Service continuity planning
ITIL implementation
Change control proficiency
Customer support strategies
Proactive problem-solving
Critical thinking
Effective communication
Team collaboration
Leadership and coaching
Certification
- CCIE R&S-Written (Cisco Certified Internetwork Expert)
- ECP Switching (Extreme Certified Professional in Switching)
- ECP Wireless Cloud (Extreme Certified Professional in Wireless Cloud)
- ECP Site Engine (Extreme Certified Professional in Site Engine)
- ECP Control (Extreme Certified Professional in Control)
- ECP Fabric (Extreme Certified Professional in Fabric)
- ECP SD-WAN (Extreme Certified Professional in SD-WAN)
- ECS Data Center (Extreme Certified Specialist in Data Center)
- ACSA (Aruba Certified Switching Associate)
- ACMA (Aruba Certified Mobility Associate)
- ACMP (Aruba Certified Mobility Professional)
- Ericsson Enterprise Wireless CNA Cradle point (Certified Network Associate)
- Ericsson Enterprise Wireless CNP Cradle point (Certified Network Professional)
- ASC (Neo Certified Technology Specialist)
- NCIE (Nice Certified Implementation Engineer)
- NCSE (Nice Certified Support Engineer)
Responsibilities
- Providing presales, implementation & technical Support for UAE & India customers. It’s related to Data, Wireless, Firewall, Servers, VMWare, Data Center, Load balancers, proxy. DRE testing for clients before onboarding.
- Interaction with Tier-3 Engineers, OEMs for Higher Escalations for Data, Wireless, Firewall, Servers, VMWare, Data Center, Load balancers, proxy related issues.
- Handling client escalations & supporting them to resolve issue within SLA timeline.
- Vendor Management for to Data, Wireless, Firewall, Servers, VMWare, Data Center, SD-WAN, Voice Loggers solutions.
Work Details
- Projects: - Handling FIS APAC, US, UK, EMEA region projects (such as DRE testing for clients while onboarding). These projects are related to managed services like Data, Firewall, Data Center, Load balancers and Proxy., Working experience on multiple vendor/OEM equipment which includes: -
- Professional Services: - Network audit and consulting, WLAN Audit and security planning, Customer Solution Designing and Architecture. Proof of Concepts for technical Solution as per Customer requirements, Trainings
- Voice Loggers: - Configuration, maintenance of NICE and ASC loggers
- Data: - Configuration, maintenance of routers & switches of Cisco, Juniper, Huawei, Extreme Networks, D-link, Enterasys, Brocade, Aruba, Ruckus, Dell, HPE
- Wireless: - Configuration, maintenance of Controllers/Server based controllers as well as standalone access points of Cisco, Siemens, Enterasys, Extreme Networks, Aruba, Ruckus, LIM
- Firewall: - Configuration, maintenance of Cyberoam, Fortinet, Sonicwall, Juniper SRX, Cisco ASA, Palo Alto, Checkpoint
- NMS: - Configuration, maintenance of Extreme NMS, Aruba Airwave NMS
- Data Center: - Configuration, maintenance of data center routers & switches of Cisco Nexus, Extreme Networks, Brocade, Juniper
- Servers: - Configuration, maintenance of Windows Server 2012/2016
- VMWare: - Configuration, maintenance of VMware ISO ESXI, HyperV
- Load Balancers: - Configuration, maintenance of F5 LTM, NetScaler LBs
- Proxy: - Configuration, maintenance of Bluecoat, Threat Pulse, Squid proxies
- Tools: - Appneta, HPNA, Qradar, Splunk, Netbrain, snow central, CAPC, Resolve
Accomplishments
- Successfully completed installation & configuration of Kannur International Airport Kerala consisting of Cisco Nexus Data Center switches, Cisco Wireless, Juniper Firewall, Servers & VMware infrastructure (Year 2018-2019).
- Successfully completed migration of Data Center for Siemens Communications Delhi to Extreme Networks Data Center routers & switches from cisco Data center infrastructure (Year 2019-2020).
- Successfully completed migration of Tata Power Gujrat plant to Extreme Networks routers & switches from Cisco routers & switches (Year 2020-2021).
- Successfully completed installation & configuration of Government Customer Department of Treasury Bangalore Data Center consisting of cisco nexus routers & switches (Year 2020-2021).
- Successfully completed migration & shifting of Data Center for Progility Technology Pvt. Ltd. HO location (Year 2020-2021).
- Successfully completed migration of Formula 1 AbuDhabi Data Center from cisco nexus routers & switches, Cisco wireless, Firewalls, Servers & VMware infrastructure to Extreme Networks Extreme Fabric & cloud wireless solution (Year 2023-2024).
- Successfully completed installation & configuration of Zayed Sports City AbuDhabi consisting of Extreme Fabric & cloud wireless solution (Year 2023-2024).
- Successfully completed migration of Trojan Construction AbuDhabi Data Center from cisco nexus routers, Cato SD-WAN, Fortinet switches & wireless controller to Extreme Networks fabric, cloud wireless, NAC, NMS & Analytics (Year 2023-2024).
- Successfully completed installation & configuration of Ministry of Interior AbuDhabi consisting of Extreme Fabric & NMS solution (Year 2024-2025).
Languages
English
Fluent
Hindi
Fluent
Marathi
Fluent
Affiliations
- Reading, Cricket, Travel
Awards Received
- Recognized by Ericsson with Best Employee ACE Award for outstanding contribution in service delivery and projects.
- Awarded with Extreme Hero & Purple Belt Reward by OEM Extreme Networks for completing multiple Expert level certifications.
Timeline
Project & Customer Support Manager
Smart Integral Technologies (UAE) LLC, Dubai
2023.11 - 2026.07
Lead Engineer- Network
FIS Solutions Software (India) Private Limited, Pune
2021.11 - 2023.11
Senior Account Manager–Network Integration & Solutions
Progility Technologies Private Ltd. (FKA Siemens Enterprise Communications), Navi Mumbai
2018.11 - 2021.10
Deputy Manager
Reliance JIO Infocomm Ltd., Navi Mumbai
2017.07 - 2018.11
Senior Engineer–2nd Level Assurance
Ericsson Global India Ltd., Navi Mumbai
2013.05 - 2017.07
Assistant Engineer
Reliance Communications, Navi Mumbai
2011.09 - 2013.04
Bachelor of Engineering - Electronics & Telecommunication
Yadavrao Tasgaonkar College of Engineering & Technology
2007.06 - 2011.05
HSC - Science
Birla College
2005.06 - 2007.05