Ateeq Ur Rahman Khan

• Lead lifecycle iOS upgrades across multiple P&G production facilities.
• Managed multiple critical projects for the P&G account, including PHNOC device monitoring/ticket handling and Area-I lifecycle IOS upgrades, ensuring timely delivery of all key milestones.
• Successfully executed the PHNOC network integration project, transitioning L1 monitoring/management from P&G account engineers to the leveraged PHNOC team with no service disruptions.
• Lead change management activities for the network team, enabling multiple data center changes to be executed without unexpected impact to the client.
• Led the IT workstream for the Estrella & Beltway transitions, managing a large, multi-country team and delivering a smooth employee transition with minimal disruption.
• Managed two critical network insourcing programs (Beltway & Estrella) for DXC, completing them ahead of plan and establishing a strong Global Network Services capability.
• Drove insourcing of 4,000+ employees from AT&T to DXC with virtually zero outages, through careful planning, proactive risk management, and rapid issue resolution.
• Created ServiceNow (SNOW) reports tracking ticket types, volume, and aging for leadership, improved visibility into operational performance, and provided backup coverage for network leadership roles.

• Led the Networks Australia Queue Management Team, ensuring all incoming network incidents, problems, tasks and minor projects were assigned to appropriate support teams and managed end-to-end Life Cycle of tickets within SLA.
• Prepared daily workloads and coordinated allocation of work, motivating and monitoring staff performance against KPIs and quality standards, and producing accurate performance reports for senior management.
• Managed aged tickets and ensured accurate status updates to prevent misunderstandings and protect service fulfilment commitments to customers.
• Conducted follow-up and reporting activities, consolidating workloads across incident management systems and providing regular dashboards to queue owners and leadership.
• Drove process improvements, trend analysis and new initiatives within NETWORKS, helping reduce backlogs and improve workflow efficiency.
• Mentored and trained junior staff, participated in recruitment, chaired weekly team meetings, and helped build a positive, high-performance team culture.
• Streamlined communication processes, improving collaboration among team members and departments.

Customer Support & Operations – Multiple Roles (Customer Support Expert, Process Coach, Order Recovery Specialist, Quality Analyst)

• Managed business performance reporting, backlog trackers and revenue recovery dashboards to support Cost of Dissatisfaction (COD) reduction programs.
• Analyzed COD trends, defined corrective action plans and worked with stakeholders to keep dissatisfaction below business tolerance levels and improve “first time right” order delivery.
• Supported transition of APJ Online Operations from Malaysia to India as part of the pilot batch, ensuring smooth knowledge transfer and operational stability.
• Managed over 50 customer Orders per day.
• Acted as Order Recovery Specialist, driving resubmission of failed demands, reporting defect and resolution metrics, and engaging directly with customers to maximize recovery and conversion.
• Served as Process Coach, delivering new hire training, mentoring, handling process queries and managing process/operations change.
• Performed order processing and quality audits, ensuring productivity targets, order accuracy and process compliance were consistently met.
• Led cross-functional teams in implementing process improvements across multiple departments.
• Streamlined operational workflows to enhance efficiency and reduce turnaround times.
• Managed daily operations, ensuring timely delivery of high-quality products and services to clients.