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Strayer University ,
Washington
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Jacob Ayesha Ahmed
5595 Seminary Road
Apt# 1114 S • Falls Church, VA • TEL: (571) 228-0695 • jacob@aol.com
.
•
Service/Implementation Manager •
Customer Liaison and Service •
Project Management
• Computer Analyst/
Client Relations • Service Delivery
Manager • Critical Problem Solving/Troubleshooting
• Provisioning/
Project coordinator • Supervision
and Training •
Process Enhancement/ Development
Experience Summary:
Ambitious
and Results-Driven with over 13 years of IT/Telecom experience. I demonstrate communications and teamwork
abilities with fine-tuned multi-tasking capabilities, used to motivate, train,
and mentor people at all levels of technical expertise. I have superior record
of delivering large-scale, mission-critical projects on time. I am a creative
problem-solver who accurately can assess technical situational challenges and
successfully transform ideas into appropriate workable solutions.
Professional Experience:
Verizon Business, Ashburn , Virginia
Service
Manager/Implementation Manager (August 2008- Present)
Federal
Government Management Office
·
Responsible for providing end to end IT and
telecommunications program and project management support to Federal Government
clients
·
Accountable for managing US Courts, US
Supreme Court, Tax Court, Judiciary Court, and all the different Courts
·
Responsible for providing on-site PMO
support, staff management, and overall Implementation Management. Support all
branches of the US Courts throughout the US
·
Responsible for all aspects of client
relationship management including process improvement, metric and SLA creation/adherence, and providing overall excellent
customer service and responsiveness. Customer point of contact and liaison to
all supporting organizations within Verizon. Act as client advocate on issue
escalation and resolution of all contract/project related issues.
·
Provide project management expertise for IT
and telecom related projects such as (Networx Fair Opportunity), network
implementation, and customer equipment installations for US Courts, CSOSA, GSA,
FBI and 50 Small Agencies. Responsible for all phases of the project lifecycle
and managing resources, planning, implementing, risk, tasks, budgets, and
timelines.
·
Help implement the FBI project and the GSA in
all phases: large circuit installations,
real time response, and large network upgrades and augmentations.
·
Receive and review orders for completeness,
accuracy and contractual compliance.
·
Work closely with sales and technical staff
to insure that orders are written and submitted for further processing with
accurate information.
·
Provide implementation support
for pending orders. Track service delivery milestones to insure timely delivery
of services to customer
·
Provide consultative assistance to customers
to resolve telecommunications service order and billing issues
·
Interface with customers,
downstream service delivery teams and program managers as needed
·
Responsible for maintaining accounts receivable
information for various agencies
·
Coordinate customer meetings to discuss
pertinent unresolved issues
·
Work closely with transition team to
transition products from FTS2001 to Networx contract
·
Maintain updated inventory and billing
records to ensure efficient management of assigned accounts
Verizon Business, Ashburn, Virginia
Customer
Support Manager (January 2008-July 2008)
·
Monitored and support T1 and
DS3’s service terminals by Identifying, isolating, and prioritize the
determination and resolution of significant problem events such as router,
switch, server, carrier and cable interface problems through the use of network
management tools, test equipment and/or the diagnostic capabilities of routers.
·
Wrote documentation and processes
which would enhance Dial, Broadband and VOIP circuits.
·
Configured customers DNS settings
and modify them according to their needs; As well as creating new domains.
·
Created documentation of WAN
systems and circuits that including: vendor performance reports; circuit/ equipment
diagrams; reports on equipment/system anomalies; trouble tickets and network
performance reports.
iCore Networks, McLean , Virginia
Project Manager-Service Manager VoIP
(August 2007-November 2007)
·
Managed the complete life cycle of each
project for customer implementation exceeding the intervals.
·
Served as iCore focal point for the customer
on all issues during the implementation process.
·
Maintained ongoing communication with the
customers to status the project planning.
·
Planned and conducted Project Planning and
Design Review meetings.
·
Performed all job-related functions in
excellence exceeding all expectations.
·
Responsible for leading other individuals in
order to deliver projects prior to deadlines.
·
Provided coaching and training to all
individuals involved with the project
·
Handled all major and complex escalations and
provided resolutions as needed.
·
Confirmed all network specifications and work
with engineers to configure Cisco equipments.
·
Set up training sessions for our customers
providing hands on training with software and the Cisco phones.
·
Conducted an Order Review meeting and make
any necessary adjustments.
·
Handled all escalations on behalf of the team
and the customer.
·
Overlooked any large, high scale complex
projects and completed with best results.
·
Ensured customer satisfaction is at 100% by
the deadline of the projects.
·
Overlooked costs to give company maximum
benefit keeping customer satisfied.
·
Handled numerous projects on-going all at the
same time.
SunRocket, Vienna , Virginia
Project
Manager-VOIP (July 2006-July 2007)
·
Managed a team of 10-12 people to ensure that
SunRocket customers have enhanced 911.
·
Managed and conducted project meetings and
design review meetings.
·
Tracked service orders worked with
provisioning to get circuit up and
running
·
Implemented projects and trained individuals
on their assigned responsibilities.
·
Migrated 3000 customers to I2 solution-TCS to
customers that we were providing only basic 911.
·
Handled Quality Assurance type projects; Customer
escalations and vendor relationships.
·
Performed service coordination with various
internal departments and external venders for the support of SunRocket
customers.
·
Identified failed or abnormally routed 911
calls and resolving customer issues in a timely manner.
·
Addressed
outstanding LNP orders/issues with vendors, updated customers via Right Now
CRM-Tool.
·
Completed
Projects too exceed expectations for deadlines provided.
·
Reported
LNP Database issues and made suggestions on how to improve the glitches and
find a fix.
·
Wrote processes for SunRocket call center.
And Trained both Tier 1 and Tier 2 Managers.
·
Managed special-projects moving sales costs
to benefit the company maximizing profitability.
Covad Communications, Herndon ,
Virginia
Sales Support Manager/Project
Manager-VoIP (March 2005-July 2006)
·
Managed Q/A Project reports for management,
client and enterprise customer needs.
·
Monitored order with Dealer/Fulfillment
Partner regarding DID (New phone numbers), Installation interval, Data IP,
Voice IP, Auto Attendant. Porting numbers and appropriate router type.
·
Facilitated VoIP Welcome calls with Sales
Engineer, Customer and Dealer/Fulfillment to validate Circuit order information
as well as place the order in Seibel and Mercury (in-house CRM).
·
Took leadership role in communicating process
issues and making suggestions for enhancement when needed as well as
implementing new ideas to help both internally and externally.
·
Worked with Sales and Sales Engineers to
insure orders had accurate information with accurate Promos.
·
Maintained pro-active communications with
VOIP customers to resolve any service order issues
·
Interacted with Project Coordinators in the
Service Delivery team to speed up the provisioning aspect of the order for the
customers and help accommodate any escalations on full life cycle of the order.
·
Placed and followed orders through to
installation of the VoIP line and escalate orders to the executives.
·
Managed meetings/DRM (Design Review Meeting) with
customers, vendors, and a Facility Engineer.
·
Held weekly conference calls to ensure
communication/goals are met between Covad and external customers.
More work experience with Covad
Communications, Manugistics, 3Com, Star Remote and General Electrics can be
address during the interview to show the 12 yrs of experience obtained.
EDUCATION:
Bachelor of
Science Degree in Computer Information Systems 1998
Programming
Languages:
C, C ++, Visual Basic, VBScript, Perl,
SQL, A+ Certified in 2000.
Applications: Microsoft Office 2000 Suite, MS SQL Server 7.0, Oracle, Vantive, Citrix, Weblogic,
Collaborate, Appropos and Scopus (software used for Call
Tracking systems). GEIS In-house Applications: SFA, FSA, FSI, and Midas. MAC
Link, Microsoft Excel, Access, Power
Point and Lotus Notes.
Telecom/DataComm
Software Applications:
Verizon Graphic User interface, Bell South LENS, Qwest Graphic User
Interface;Verification Gateway with Pacbell and Southwestern bell. PeopleSoft,
OSS Applications, Mercury, Oracle
Discoverer, GoBeam Administration, Salesforce.com, GB Admin, Circuit Browser, Seibel, Affinity, CBRM- (Billing
system). LNP Database, Right Now CRM Tool. Level 3 Portal; PacWest Portal. Cascade, OASIS, Humming Bird. ETMS, ITS,
Espresso, NETTOOLS, Government contracts used: Networx: Orderpro; FTS2001:
Oets; UPI, ITEMS, Netcap, Netpro, OBUS, COMS. EZ-Status
Languages: Fluency in English, Danish and Urdu;
comprehension in Swedish, Norwegian and German.
References
and Recommendations available upon request
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