Fahad Alam Email & Phone Number

California, United States

Mountain View, California, United States

San Francisco Bay Area

- Developed, documented, and implemented a standardized process to measure key performance metrics across all Mail components. (Frontend, Backend and Storage)- Implemented a new process to correctly identify, prioritize and triage all user impacting issues reported to Yahoo Mail Customer Care- Worked with Product management and Engineering team to launch IMAP-IN on schedule- Lead on the current “Bizmail as a partner” project, responsible for making sure all the time lines are met committed by all the teams. Worked closely with all the teams that were part of the project to ensure all the time lines were met. Delivered the first phase in time, second phase in progress. - Responsible for creating the PRD for a new Customer care tool, this tool is heavily used by the customer care teams including agents that support small biz customers. Worked closely with the developers to come up with the plan to implement all the new requirements for the tool. - Successfully led the EOL of the older version of Yahoo Mail. To ensure delivery on time this project required massive coordination between multiple teams within Yahoo. I was responsible for driving this project to completion, during the project was required to send communication to upper management as well as all the other parties that were involved. I was also responsible for removing all the road blocks that the teams faced specially Yahoo Mail Engineers.

United States

- Responsible for managing Operations of $1B revenue, 250M active users- Business Unit- Manage a cross functional team of 30 people between 3 sites in India and US.- Daily responsibilities included working with senior developers / Service engineers to resolve product-related issues, including debugging, bug submission and prioritization.- Collaborated in developing strategy and plan to build a new layer of support to focus on quick response and resolution to incidents impacting Yahoo mail.- Responsible for conducting internal Post Mortems to identify potential process improvement and root cause. Follow-up with teams responsible for action items to ensure all are addressed in timely manner.Awards:- July 12th 2012 awarded Certificate of Recognition from VP of Production operations for going above and beyond.- Q3 2014: Won award for Production Engineering Globe Award, 1 out an organization of 800 people.

- Managed Backend Application and Server operations team for all of Yahoo. (Over 1000 apps and over 150,000 servers worldwide)- Managed a team of 15 engineers, responsibilities included doing quarterly reviews and development of goals- Primary responsibilities included driving the resolution of any service-impacting events within the Global Yahoo Infrastructure in order to reduce downtime.- Interface with internal and external customers on operational issues by facilitating communication, dispatching on-call engineers and driving resolution of events via standard operating procedure.- Started as an individual contributor (OC engineer) got promoted to team lead in 11 months- Got promoted to Supervisor/manager within 12 months of the first promotion

 As an engineer, responsible for monitoring and supporting all outage related events. Primary responsibility is to drive the resolution of any service-impacting event within the Global Yahoo Infrastructure. Coordinate operations and engineering team in order to identify and triage outages, identify root cause and implement a fix.  Verify service impact to the user, send status updates and dispatch the appropriate subject matter experts. Interface with internal and external customers on operational issues by facilitating communication, dispatching on-call engineers and driving resolution of events via standard operating procedure. Additional responsibilities include running reports, tracking escalations and other key performance indicators. Provide application administration a 'run time' environment based on root cause and analysis of logs, alerts and various other diagnostic tools. Extensive experience with Siebel ticketing system and tools like Netcool, Nagios and Gomez. Integral part of the hiring process as well as the development of new hires through training. As a lead part of development, enhance processes to be followed by OC engineers.  Part of property engagement and integration process, which includes working closely with the property engineers in developing procedures to be followed by OC engineers. Responsible for driving all major outages, this includes contacting impacted properties, assist service engineers in getting additional help and resources needed. Escalate to the appropriate managers responsible as well as the impacted properties. In charge of a 15 member team. Responsible for their reviews, development of goals and enhancement of their skill sets to be a better OC engineer. Key strengths include ability to work in any kind of environment. Have the ability to identify weakest team members in certain areas of the field and work with them to make them the best performing team members.

- Maintain, troubleshoot, and provide technical support to multiple operating system platforms, including Windows NT, 2000, XP, Windows 2000, 2003 Server and Novell Netware.- Provide technical support to all company desktop and notebook users, such as installation of hardware and software, upgrades, maintenance and repairs. The software’s included MacAfee Anti Virus, Norton Antivirus, Lotus Notes, Pc Anywhere and Symantec Ghost.- Extensively used PGP software for encrypting files sent to all of our clients, which included federal and local Government Agencies.- Provided support to all Black Berry users, which included creation of accounts and trouble shooting Black Berry wireless devices.- Assisted Exchange Administrator in creation and maintenance of Mail Accounts.

-Provide support to POS customers, help them trouble shoot issues like receipts not printing or orders not processing properly.

Master Of Business Administration (Mba), Business Administration And Management, Finance And Leadership

Bachelor'S Degree, Management Information Systems, General