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Centreville , VA.
SERVER OPERATIONS
CENTER
George Mason
University Fairfax , VA
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NASHIMA BANO
309 Shipley Ct
Cell: 703-731-9876
QUALIFICATIONS SUMMARY
Innovative and result-oriented
professional with extensive business operations management, analytical,
troubleshooting and problem-solving skills along with business development
experience. Seeking a position with a
dynamic, intellectually stimulating and progressive organization. Looking to
utilize my expertise in a challenging and growing environment with opportunity
for growth and ability to enhance my strengths and see them benefit the
company. A top rated, proven performer
who easily moves from vision and strategy to integration and implementation.
Strengths include:
- Metrics
Evaluation
- Executive Support
- Business
Operations Management & Development
- Strategic
Planning & Financial Analysis
- Operational
Business Support Systems Integration
- Web Hosting &
Server Operations
I have extensive experience over the years in metrics
gathering and evaluation. Working
with different organizations within Verizon Communications and outside
to gather, evaluate, analyze and present the progress on milestones that
the senior executives have identified to meet the high level goals of
the company. This job functionality
requires comprehensive high level understanding of all aspects of the internet
industry and down to the detailed level of technical experience which I possess
with my decade long career with internet related companies. I have unique skills in mapping out the
processes and breaking them down to identify the loopholes, information
disconnect, delays, unnecessary steps, duplicate efforts and propose
solutions. I have worked alongside product
line management and project
management to evaluate the past performance, forecasted growth, and helped
manage the physical capacity requirements of internet products being offered by
the company. As a business analyst working in Consumer
& Mass Business Markets division of Verizon I have demonstrated my ability
to combine the technical skills with business operations management for optimum
Verizon service and customer experience.
I have also worked on internet dial product testing platforms,
analyzing huge data files, pointing out the areas of improvement and
duplicating real time customer experience of our network. This helped Verizon secure top ranking among
6 other major competitors for a number of quarters. I have worked as a vendor liaison for
the company where I have managed the relationship between Verizon subsidiaries
in the 13 states of the Eastern US , and
other companies that either provided Verizon a range of services or were
legally able to utilize our internet backbone and central offices (CO) in those
states permitted by the law. I worked
closely with my counterpart in the Western US
in charge of the relationships outside of these 13 states and we managed all
service level agreements that Verizon held with its vendors.
During my early years working in IT I have worked very
closely with the data centers, production/development servers and live
network devices. I have troubleshot,
analyzed root causes, and applied patches and solutions hands on to the
production devices. I have also worked
on the team implementing network inventory management system
"Visionael" for the Irish telecom back in 2001 in Dublin Ireland
I want
to utilize my extensive experience in business development and operations
management which I acquired over the years working in corporate America and
overseas. I have over 11 years of
experience working in Information Technology field, 8 out of which are working
for the Fortune 500 Company, Verizon Communications Inc. My interpersonal, presentation and public
speaking skills are just part of my communication expertise.
I am a
result oriented individual and measure myself on my accomplishments. My diverse experience and comprehension of
information technology & telecommunications industry, renewable energy
industry along with banking, finance, real estate, international monetary system,
capital and expense budgets, and business development is a rare combination of
skills present in an individual. I have
enhanced my strengths by extensive training with every opportunity I received,
along with identifying and taking upon new challenges that help me get to where
I am today.
PROFESSIONAL EXPERIENCE
Verizon (2001-2008 & 2011)
BUSINESS ANALYST – Customer Experience & Retention
CONSUMER & MASS BUSINESS MARKETS
Verizon Communications Inc. Washington D.C Metro Area 2011 – 2011
Customer Experience and
Retention Group was formed to analyze companywide churn, helpdesk call center
volumes, and at-risk customers on the Fiber Optics (FiOS) network (TV,
Internet, and Digital Voice) and High Speed Internet (HSI/DSL) copper network. This group monitors all ongoing projects with
potential network downtime, changes on FiOS TV interactive media guide, TV channel
line ups, assess all application enhancements, new products in development and value
added services prior to their implementation.
Closely monitor future price-ups for customers rolling off promotional
packages and initial price guarantees to provide a revenue increase forecast to
the senior executives. Annual and
frequent communications with the customers via letters, email campaigns, transactional
emails, network security breaches is initiated and owned by the group from end
to end; and new FiOS customer installation-kit, customer on-boarding process along
with inventory management of the customer premises equipment (CPE).
- Monitored
Internet Protocol version 6 (IPv6) implementation on the Verizon Fiber and
Copper networks for all potential network downtime and for needed
communication with the customers regarding their service experience. Identified areas of concern how some
Verizon non IPv6 compatible network devices will impact the usability of current
smart Wi-Fi enabled consumer electronics in the market. Highlighted growing trend of websites
configured on IPv6 will require customer premise equipment to be replaced
and how it’ll affect the annual budgets going forward.
- Recommended
changes to the current Verizon Speed Optimizer and Speed Test tools to be
reconfigured for IPv6 and Carrier Grade NAT (CGN) compatibility and for
optimum customer experience.
- Oversaw
the Carrier Grade NAT (CGN) project for all DSL customers who will be
migrated from public IP addresses to private IP addresses to free up
Internet Protocol version 4 (IPv4) space.
Helped tweak the process to reduce service interruption for DHCP
and PPPoE customers and verify the successful migration of all DSL
customers to minimize tech support calls to the helpdesk call
centers.
- Represented
the Customer Experience group at meetings on various projects running to
reduce network storage costs for uninitialized voicemails, implement
Network Walled Garden (security & customer
registration/activation/provisioning), Home Monitoring Control system, Wi-Fi
enabled non-PC device interaction with service activation, existing ONT
device self-installation project for homes that already have been wired
for FiOS and many more.
- Monitored
the reports of helpdesk call centers to look at trends for the ‘educational
and pre-install’ call volume. This
is to identify areas of improvement in customer communication at the time
of order placement and the follow up correspondence.
- Provided
feedback to the Verizon widget development and implementation team
regarding changes and enhancements of features or functionality needed to
make the applications user friendly.
Identified logical sequential flow to engage the customer in taking
the right steps interacting with the application.
- Reviewed
all new customer on-boarding steps and revised progressive model of
communications from the time customer places an order all the way to
service activation and beyond, settling the customer in MY Verizon
internet portal for online account self servicing.
- Provided content
and design flow on customer facing web-page layouts enabling or disabling certain
product features with the goal of providing the right details minimizing
any calls to the helpdesk centers.
- Reported weekly the total FiOS customer
response to the upcoming price-up due to their package term
completion. Forecasted revenue
generation and churn for such customers on quarterly basis.
- In order to provide time efficient analysis on
ad-hoc basic, comprehended the layout of all operational support systems
such as Order Entry, Provisioning, Billing, Mass Customer Communication, and
their back end system integration.
Also, the external service partner vendors, marketing and
communication companies.
- Worked with the product line management (PLM)
and project management office (PMO) providing requirements from Customer
Experience’s perspective in developing the Business Requirements Documents
(BRD), overseeing the entire implementation process and providing sign off
when the Customer Experience requirements were met. Monitored user acceptance testing (UAT),
and all issues arising and their solutions; projects’ first office application
(FOA) during the implementation; and projects going alive and into
production along with products hitting the market.
INDEPENDENT CONSULTANT
Solarin Industries Sdn. Bhd. Kuala Lumpur, Malaysia 2009-2010
Solarin Industries is an incubator
and accelerator for catalyzing scientific and evolutionary advancement in
renewable energy products. Its goal is
to serve as a coordinating body for a range of sustainable businesses that
bring to the market technologies that will benefit the earth and humanity.
- Worked as a
senior advisor for the President of the company to help with business
development, manage company budget, risk assessment, and identify upcoming
trends for public and private sectors in Malaysia which have the capacity
and business objective to move towards Green solutions for their energy
needs.
- Helped the
company manage their vendor and client relations whom have spread
throughout Middle East, East Asia, China and Europe.
- Held presentations
for client and vendor company CEOs/Chairmen detailing the company profile,
product and service overviews.
- Worked with various
government agency representatives to help them identify areas in different
government sectors where utility and energy costs can be reduced by
switching to green energy products and still meet their capital budget
limitations, along with reducing the ongoing expense budget spending.
- Participated
heavily working with vendors in the International Green Exhibition
Malaysia (IGEM 2010) where companies from 25 countries displayed their
unique renewable energy and green products.
- Worked with
the company President on a proposal to the Malaysian Government to create
a Malaysian International Green Hub (MIGH) where all manufacturing of
green energy products will take place.
This is to meet not only the country’s local demand but will have
sufficient production to meet even the neighboring countries demands. The objective of Malaysian International
Green Hub (MIGH) is to drive the Malaysian energy self sufficiency at the
level of sustainability.
- Visited
remote areas of the country for cost assessment and feasibility study where
the government plans to provide solar and wind electricity to the
indigenous people.
- Participated
in putting together proposals to the government projects promoting the one
stop total solutions to their green projects.
Verizon (2001-2008)
EXECUTIVE SUPPORT PERSONNEL
Verizon Communications Inc. Washington
Executive Support Group was formed to provide support
to the company senior Executive Vice President who had over 12000 people
reporting to him via 7 other VPs and Executive Directors, and had a budget of
over $500 million dollars annually. The
group consisted of 7 people who were dedicated to carrying out the functions
needed to meet the milestones and goals of the senior executive.
- Provided
executive support to the company senior Vice President and Executive
Director.
- Followed
up on all project initiatives delegated by the senior executive to his
direct reports.
- Routinely
updated and briefed the senior executive on network operations, network
surveillance enhancement projects, and wide range of key metrics
performance.
- Was in
charge of gathering all ongoing revenue generating and service enhancement
project updates and provided weekly report to all VPs and Executive
Directors in the group.
- Worked on
fire drills, ad-hoc projects, reports as they are delegated from the
senior executives on issues ranging anywhere from creating and preparing
major outage root cause analysis, customer impact, repair cost analysis,
budget re-allocations, vendor payment and voucher inquiry reports and/or
follow up on a DSL/FIOS order not completed for a high level business
client.
- Maintained
on weekly basis highlights for the Executive Director from all her direct
reports on progress of all major revenue generating, business process
enhancement and cost cutting projects.
- Was
responsible for helping implement Time Reporting System for all employees
in the Executive Director’s group.
Maintained the hierarchy of timesheet approvers and employee
profiles list, and all other procedures and processes concerning the
timesheet database.
- Was
responsible for maintaining and putting together a weekly change control
list for National Network Services organization in which all
system/server/network maintenance is proposed and authorized for the
coming week.
- Maintained
and kept up to date the Travel System in which all employees are to get a
pre-approval from their higher ups on all travel arrangements, part of
cost cutting initiative.
Recommended changes in the web page design and layout, reporting
and other functionalities of the system and put together detailed user
instructions manual for the directors and other users of the database to
follow.
PROJECT SPECIALIST (multi disciplined)
Verizon Communications Inc. Washington
This group worked for an executive director who was in
charge of the production environment of the total network of Verizon. This included the customer email network
infrastructure and other production system expansion, managing data centers all
over the US
- Managed
and coordinate the capital and expense budget-spending forecast in the
Verizon Internet Operations organization.
- Monitored
equipment and services being ordered, invoices, and vouchers to be
approved.
- Held
meetings with departmental managers and groups regarding issues with the
budgets, project capital spending, expense related issues and isolate any
unnecessary spending (average annual budget around $500 million).
- Was
responsible for the ‘Advanced Services Network Operations’ reporting on
behalf of the Verizon Internet Operations organization (which includes
detailed operational information on projects, Verizon’s performance in the
industry and other information critical to the organizational success and
executive management review).
- Reported
on the key metrics that involved the performance of all services provided
by Verizon, outage count, mean time to repair, and customer impact, actual
number of customer count along with other information confidential to
Verizon.
- Was
responsible for updating the executive management on all projects in
critical stages with newly available information that is constantly
changing.
VENDOR OPERATIONS LIASION
Verizon Communications Inc. Washington
Small group of 3 individuals who managed the
relationships of the entire east coast (regulated) and west coast
(non-regulated) subsidiaries of Verizon along with their relations with outside
vendor companies.
- Managed
the operational details and vendor relations with UUNET & Level(3)
(Global Service Providers), Infospace (Internet Portal), Interland &
Verio (Web Hosting Companies), MacAfee (Internet Security Company),
Veritest Labs (network performance testing company) as well as internal
departments of Verizon separated by the FCC long distance regulations and
Telecommunications Act of 1996.
- Held and
participated in monthly, weekly and daily meetings concerning issues from
network outages to process and procedure failures, network planning and
infrastructure at a very high level.
- In charge
of multiple ongoing projects, concerning any operational issues and
process and procedure refinement, along with service level agreements (
- Worked
closely with Product Management & Capacity Management regarding
Verizon’s DSL and Dial products to ensure forecast, capacity and/or
circuit related potential issues.
CLIENT SERVICES ENGINEER
Guidecomm Systems Inc. Washington
- Oversaw
the maintenance of client application malfunction reports and accompany
steps taken to resolve the situation.
- Actively
participated in client operational support systems development programs
within Project Management and Software Engineering departments.
- Extensively
worked on implementation of the network inventory management system
"Visionael" for an Irish telecom in
- Installed
and configured the Operational/Business Support Systems (OSS/BSS) software
and write documentation on how to use, and scripts for demonstration
purposes.
- Significant
interaction with GuideComm client base in areas of application/system
support.
- Participated
in the refinement and implementation of company policies and procedures
covering general correspondence, surveillance/trouble handling standards,
and problem resolution of client system trouble reports.
- Coordinated
the assessment of product performance and client satisfaction with offered
products/services and provided associated reporting.
- Maintained
positive client relations through prompt and courteous responses.
- Assisted
the Sales & Marketing process by conducting client data center tours,
and performing application demonstrations.
- Ensured
that the
SERVER OPERATIONS ENGINEER II
UUNET, a Worldcom Company Washington
·
Utilized
network tools to monitor, verify and analyze remote internal production server
malfunctions for problem resolution or escalation.
·
Administrator
for Cisco TACACS Password system for overall network access worldwide.
·
Helped
deployed hardware architecture of Berkeley Software Distribution, Sun OS, and
Sun Solaris.
·
Extensively
used Unix commands for determination of server operability and network
visibility such as ping, traceroute, telnet, rlogin, nslookup, ssh and rsh.
·
Experienced
in other tools are Micromuse Netcool (monitoring/alerts), Action Request Remedy
(ticketing system/documentation) & System Edge (enhanced Netcool).
Intermedia Communications Inc. Washington
·
Monitored
the Server Operations Center
·
Worked
with different monitoring tools in a multiplatform environment (Solaris &
WINNT).
·
As
part of the Digex Server Operations Swat Team, responsible for the monitoring,
troubleshooting and support of more than 1500 client servers.
·
Interacted
with clients to provide real time assessment of e-commerce, with monitoring tools
such as Nocol, Netcool, SiteScope and WhatsUp.
·
Monitored
and troubleshoot different services and processes on various servers.
·
Provided
technical support to quickly diagnose and resolve problems with customer's
high-speed World Wide Web publishing service.
TEAM LEADER
Sitel Corporation Washington
·
Managed
the busiest call center (80 technicians) around the globe, for 3COM palm pilot
technical support.
·
Directly
contacted and resolved any client (3COM) issues.
·
Was
responsible for all administrative and employee issues as they come up.
·
Delegated
tasks to shift supervisors and closely dealt with all quality assurance issues.
EDUCATION
COMPUTER SCIENCE ~ 2 years into bachelor’s degree
Extensive on the job training of hundreds of hours for
over 10 years on many subjects including information technology updates,
networking protocols (TCP/IP/BGP/ATM), Voice over IP Protocols, Access database
and many proprietary hardware and software systems.
AFFILIATIONS & ACCOMPLISHMENTS
Completed training for:
- Visionael
Network Inventory Management Systems (User, Administration & Circuit)
- Canon
Printers troubleshooting
- 3COM Palm
Pilot Products
- Dot Hill
RAID, Lynx Array II
- Microsoft
Access Database training
- Verizon
Diversity Degree (comprehensive understanding of importance of diversity
in corporate
- Voice
Over IP introduction and overview
- Network:
BGP, TCP/IP, OSI-model, Routing, Switching
COMPUTER SKILLS
Operating Systems: UNIX (Solaris 2.6/2.5.1/2.7), Windows
95/98/NT/2000/XP/Vista/7
Software: Excel, Microsoft Word 97/98/2000, Microsoft Power Point, /Internet
Explorer, Sun Operating Systems supported software. MS Outlook.
PeoploSoft. Have had 10 years of experience in Information Technology
related fields, and have extensive experience with hundreds of other related
softwares and systems.
Networking: Have in depth knowledge of the internet and all
related systems and networks including routers/switches. Easily adapt to any new system and all new
network layouts.
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