Shafi Yaseen
Global Network Services Manager
Summary
PROFILE SUMMARY Results-driven IT professional with a proven track record in leading IT infrastructure management, optimizing IT operations, and driving exceptional team performance. Demonstrated ability to establish operational excellence across diverse geographies, resulting in heightened customer satisfaction and the delivery of high-quality services. Skilled in effectively managing multi-cultural teams and seamlessly adapting to new environments. Possesses a strong expertise in network operations, incident management, and strategic planning to drive efficiency and enhance organizational productivity.
Overview
25
25
years of professional experience
8
8
Certifications
Work History
Principal, Network Operations
AT&T Global Business Services
Hyderabad
09.2015 - 08.2022
- Oversaw the delivery of managed services to multiple global customers, serving as a single point of contact for AT&T's services and addressing service issues
- Manage and oversee day-to-day operations, including major incident management, root cause analysis, and trend analysis
- Act as the primary contact for service delivery, engaging with key suppliers and customers
- Ensure continual risk assessment and develop mitigation plans for key risks
- Chair regular service delivery performance and planning meetings, facilitating issue resolution and escalation management
- Manage and coordinate AT&T Project and Engineering resources for efficient service delivery
- Conduct post-mortem and lessons learned on major incidents to drive continuous improvement
- Responsible for ensuring high customer satisfaction and delivering a superior customer experience.
Manager
AT&T Global Business Services
Hyderabad
09.2012 - 09.2015
- Established policies to ensure consistent high performance and customer satisfaction
- Provided strategic direction and ownership of overall operations, including performance metrics, customer satisfaction, and process compliance
- Conducted resource forecasting, onboarded new employees with training and new hire documentation.
- Managed the new deal front door process, transition, and resource allocation
- Collaborated with business organization peers to ensure timely delivery of support services and customer satisfaction
- Developed and maintained relationships with customers and suppliers through account development.
- Identified and resolved conflicts during account transitions, ensuring seamless operations
- Coached and mentored direct reports to foster professional growth.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Incident Manager
AT&T Global Business Services
Hyderabad
06.2010 - 09.2012
- Managed incident and problem management support in a shared services model, operating 24/7
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Transitioned 42 key accounts and hired 22 resources to support the accounts
- Achieved 35% FTE absorption and cost savings
- Handled 18,143 incidents in 2014, with an average of 1,511 incidents per month
- Received a Voice of Customer score of 8.4 out of 10
- Implemented Service Improvement Plans (SIP) on major accounts, resulting in a 23%-38% reduction in incident volume
- Recognized by General Motors for contributions to the AT&T-General Motors-Infosys Engagement program.
IT Services Advisor
Global Network Services Dell International Services
Bangalore
04.2008 - 06.2010
- Managed data network management for Dell International Services locations in Bangalore, Hyderabad, Gurgaon, Mohali, and Pune, supporting around 14,000 nodes
- Provided off-hour support to Americas sites and collaborated with business heads to understand team requirements
- Coordinated with global teams to find suitable solutions, ensuring successful rollout and operations support
- Led the transition of India network operations to the Global Telecom Command Center (GTCC) team in Malaysia, ensuring a seamless and effective transition
- Developed extensive documentation on India data network infrastructure, streamlining coordination between GTCC and onsite teams globally.
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Coordinated work or project dedicated to raise awareness of need, applying strong project, and team leadership to enhance success.
Network Architect
Architecture and Standards Accenture
Bangalore
10.2006 - 04.2008
- Prepared and published Router and Switch Configuration standard document to be used by Network Teams across all Global Delivery Centre locations, ensuring minimal variance in network device configuration
- Researched and recommended network products, services, protocols and standards for network development.
- Spearheaded and led major network installation and upgrade project.
- Led meetings with departmental managers to review project status, propose changes and draft action plans.
- Implemented Kiwi Cattools Application to automate the network device configuration daily backup process, improving efficiency and integrity of backed-up configuration files
- Developed technical documentation for Identity Based Networking Service (IBNS) using Cisco ACS, enabling secure seat sharing among different business units
- Coordinated with global teams to implement logical interfaces for VPN devices across all Global Delivery Centre locations
- Provided consultation services to businesses, delivering cost-effective solutions to clients.
Systems Engineer
Hewlett Packard Company
Bangalore
02.2006 - 10.2006
- Played a key role in the network team responsible for network operation support for HP Electronic City Campus network, ensuring compliance with network infrastructure and ownership of operations processes.
- Managed network change management, problem management, and configured and maintained L2/L3 Switching, VLAN Configuration, IP Routing, etc.
- Prepared operations reports containing details of SLA compliance and workforce utilization, and presented them in weekly team meetings, enabling management to allocate resources effectively and address operational issues, ensuring operational excellence.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
IT Support Analyst (Team Lead
Dell International Services, Facility, India IT Services
Bangalore
10.2002 - 01.2006
- Led a team of 8 engineers to provide 24x7 IT Services availability at Dell Whitefield facility, ensuring high customer experience and service levels.
- Assigned engineers responsibilities based on business needs, promoting personal interactions with the business to enhance customer experience.
- Initiated daily floor walks to ensure the proper functioning of common resources, introduced standby systems to minimize downtime during system failures, and proactively planned resource allocation during peak staffing and changes.
- Served as the Single Point of Contact (SPOC) for global network team for operations issues and played a role in projects such as setting up IT infrastructure for Dell Bangalore Buildings 2, 3, and 4, Hyderabad facility, and Dell Software Development Datacenter.
- Led a Business Process Improvement (Green Belt) project to analyze and reduce the number of trouble tickets logged, resulting in a 50% reduction by implementing measures like user training on proper IT resource usage.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Validated results and performed quality assurance to assess accuracy of data.
Network Associate
AT&T Communications Services India
Bangalore
11.2001 - 09.2002
- Provided Network Availability, Performance, Configuration, and Fault Management for IBM India WAN infrastructure.
- Coordinated with IBM network/IS teams, AT&T global teams, and service providers to ensure 99.97% WAN connectivity availability.
- Prepared reports on circuit availability, downtime, and timely outage communications to IBM management, while escalating repeated issues with service provider management.
- Provided on-call support for network engineering duties.
- Contributed to communication and documentation improvement.
Systems Integration Engineer
MS Dot Com Pvt. Ltd
Bangalore
08.1997 - 10.2001
- Provided support for desktop, hardware, and network issues within the organization and for client needs.
- Managed LAN, user account administration, hardware maintenance, and provided desktop and application support.
- Provided inputs to management on customer requirements and potential upgrades to anticipate customer needs and enhance sales effectiveness.
Education
B.Sc. - Computer Science
S. Nijalingappa College, Bangalore University
Skills
Customer Experience and Service Delivery:
undefinedCertification
Six Sigma Green Belt
Timeline
Principal, Network Operations
AT&T Global Business Services
09.2015 - 08.2022
Manager
AT&T Global Business Services
09.2012 - 09.2015
Incident Manager
AT&T Global Business Services
06.2010 - 09.2012
IT Services Advisor
Global Network Services Dell International Services
04.2008 - 06.2010
Network Architect
Architecture and Standards Accenture
10.2006 - 04.2008
Systems Engineer
Hewlett Packard Company
02.2006 - 10.2006
IT Support Analyst (Team Lead
Dell International Services, Facility, India IT Services
10.2002 - 01.2006
Network Associate
AT&T Communications Services India
11.2001 - 09.2002
Systems Integration Engineer
MS Dot Com Pvt. Ltd
08.1997 - 10.2001
B.Sc. - Computer Science
S. Nijalingappa College, Bangalore University
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