Abid Syed Email and Phone Number

Serving Humanity

Service Assurance and Service Delivery Management SME supporting the Solution Planning and Integration team in constructing the ever-evolving Service Management Model across 25+ Retail & Go-To-Market solutions. Part of the PMN PMP mentoring program an AT&T (Education overall - teaching and mentoring) effort that saved $4.3 million.• Selected as Mentor of 15+ Mentors for the PMN PMP mentoring program.• On-boarded about 25-30 Mentors over a period of 4 years.• Worked closely with the Operation Transition Management to ensure that key stakeholders from the AT&T Work centers, Life Cycle Management Team, and Customer were identified and were on board to provide day 2 support for any given contract.• Worked closely with the Sales Team to ensure a concrete solution based on the contractual requirements is captured before it gets handed off to Transition and Process Integration Team.

Process Integration Lead managing a team of Process Engineers.• Represented Service Center operations as a Transition Core Team member.• Identified personnel requirements and projected costs and coordinated methods and procedures.• Managed the input and format of information into various knowledge-based systems creating job aids, contact lists, customer site specific details and other documents used in the day to day help desk operations.• Created process documents to be included in the Operation plan.• Developed and delivered process training on Managed Care contract’s deliverables.• Coordinated training requirements that included People, Process and Technology.• Coordinated Tools Training with appropriate groups or vendors.• Interfaced with Customers, Sales, and Product Management, Marketing, and Service Center Operations personnel.• Developed implementation procedures for specific customer deliverables.• Ensured new products and services meet the exceptional service requirements of the Managed Services product family line for the customer.

Taught Business Management, Telecommunication Management, and Project Management related courses for Under Graduate and Graduate Level:- Principles of Management- Business System Analysis- Business Management - Senior Project- Introduction to Telecommunications Management- Management of Technology Resources- Fundamentals of Project Management

• Single Point of Contact for Sales and customers for the handoff of Network Monitoring and Maintenance for customers’ WAN.• Worked on multiple Network monitoring and maintenance projects with successful implementation.• Responsible to engage proper departments for the successful service implementation of monitoring and maintenance orders at the time of cutover. . • Identified platform services requirements.• Coordinated new service offerings and their initial implementations within the Network Operation Center(s).• Responsible for the development and implementation of strategies encompassing operational efficiency, resource allocation and service profitability.• Worked with product management and product marketing, to approve and integrate products, and/or services, which will be supported and delivered by the company.• Participated in defining standard service offerings and devising processes for subsequent revision to include new services.• Responded to RFQ / RFPs for potential Sales opportunities relating to Customer Care.

• Provided leadership and direction to the team.• Developed strategies for service solutions within the DSCC.• Developed and modify all department process leading to service and financial results.• Reviewed user requirements for changes to existing systems or development of new systems.• Created and maintained procedures for the Customer Care Center and Tier I group.• Represented the department on task forces and cross-functional teams.• Acted as a liaison in the development and maintenance of systems and procedures.• Developed or helped prepare user requirements for new systems.• Provided unique contract service support for all SBC and Ameritech Business Units.• Participated in department level management customer decision-making processes.• Measured performance for service vendors and customers, and develop/modify process improvements.• Responsible for 3rd level escalations.

Worked as the Team Lead for WAN Level 1 Help Desk supporting the WAN customers.

Worked as Data Maintenance Manager to support the WAN maintenance for Ameritech customers in the 5 Midwestern states: IL, MI, OH, IN,and WI.