As a Program Manager, I direct the overall operations of multiple, cross-functional, and technical projects, ensuring seamless execution of functions. Utilizing my relationship building skills , I liaised with internal Astreya team and customer stakeholders to work on priorities and service improvement initiatives. Leveraging my key expertise, I designed, created, and maintained service reporting dashboards in coordination with Astreya and customer stakeholders. Additionally, I supervise and manage a large diverse group of employees working across multiple departments and projects.Some of my key contributions are as follows:Headed a team of over 100 direct reports and offered active support to complete assigned tasks in an efficient manner.Planned, initiated, and executed personnel on-boarding, training, and service improvement activities in line with defined methodologies and procedures.Achieved key service level objectives month over month by coordinating and working closely with individual contributors, leadership and key stakeholders.Delivered coaching and guidance to team members to establish a better understanding related to their career projection and formulated a succession plan for future career growth opportunities.Created a talent pipeline and devised processes for hiring potential candidates in coordination with talent acquisition team

During this tenure, I developed and improved methodology for device logistics and end-user support. As an IT Logistics Team Lead, I expertly defined and set site specific and technician targets in collaboration with SDM and PM. I updated SDM about team and individual work accomplishments, training needs, and performance issues. Conducting in-depth analysis, I collected information to produce reports and kept complete records of work accomplishments and administrative information for SDM.Some of my key contributions are as follow:☛ Led meetings with client to discuss project work progress, impeding issues, and action plans to overcome delays.☛ Administered onboarding coordination, evaluated team members’ performance, documented job performance of team.☛ Planned, organized, and managed interviews and completed prospective employee reviews.☛ Built an effective communication network with site POC to keep stakeholders updated on performance management issues as well as recommended action plans accordingly.

During this employment period, I was accountable for taking initiatives to maintain exceptional quality standards across all assigned data center locations and remote points of presence. Leveraging my key expertise, I provided support in completing site survey for OSP and ISP projects. Besides technical functions, I coordinated with network surveillance and other groups to complete site audits and reconcile data discrepancies. Utilizing my technical expertise, I executed software upgrades, associated testing, and card replacements. Furthermore, I supervised local construction vendors working to ensure compliance with installation, repair, and maintenance MOPs and standards.Some of my key contributions are as follow:☛ Demonstrated efficiency while installing, repairing, and testing network and systems in order to drive highest quality standards in the telecommunications industry.☛ Improved quality of network assets and optimized efficiencies of any system by recommending process improvements.☛ Ensured execution of timely installation, repair, and maintenance activities by coordinating with Local Exchange Carrier and other technicians.

As a Hardware Support Technician II, I tracked equipment and supplies through effective inventory and asset management. Moreover, I guaranteed accuracy and completeness while documenting all defects of pre-mass production hardware or software.Some of my key contributions are as follow:☛ Leveraged technical expertise while performing hardware and software reworks as well as efficiently responded to and resolved support tickets on device issues.