Khurram Khan Email & Phone Number

As Director of Client Technologies at ALORICA, I provide hands-on leadership and technology support to a diverse portfolio of major clients, including CVS Health, Aetna, United Health Group, and Cigna/ESI, spanning Communication, Technology, Healthcare, Finance, Retail, and New Logos. This portfolio collectively contributes to a remarkable gross revenue of over $200 million.Following are the highlights of my accomplishments in this role:• I conducted a comprehensive team analysis upon assuming leadership to identify growth opportunities, resulting in strategic improvements.• I engaged in a thorough review with the CIO to assess the team's dynamics, providing insights into areas of improvement and development.• I led teams in creating client playbooks, empowering engineers and subject matter experts (SMEs) with strategies, streamlined processes, and client-centric approaches.• I successfully managed a cybersecurity incident, collaborating with the C-level for a coordinated response and conducting root cause analyses (RCAs) alongside clients.• I utilized ITSM best practices to measure, analyze, and monitor IT performance and client KPIs.• I transformed a challenging client relationship into a successful partnership, achieving compliance with client SLAs.• I crafted innovative technical solutions to critical issues, including outage resolution for CVS Health.• I partnered with the team to enhance the sales process through Salesforce integration, optimizing sales and client trust.• Played a pivotal role in guiding the company through the pandemic by ensuring the seamless transition of 30k employees to remote work and maintaining client-side support through strategic infrastructure migration.• I streamlined client intake processes and introduced a color-coded project status system with quantifiable KPIs for improved analytics and client success.

In this role, I managed a team of three professionals while overseeing strategic IT global solutions delivery to C-level executives and healthcare service providers. I assessed performance of team members, identified skill gaps, evaluated training needs, and conducted training sessions to improve productivity and efficiency.I was promoted to Director, Client Technologies position for demonstrating utmost dedication and continued commitment towards work excellence.

Houston, Texas Area

In this role, I helped mid-market companies and healthcare clients on IT strategies, encompassing network and telecom planning, voice and data communications, and IT governance to ensure alignment with industry standards and HIPAA compliance. I strategically planned and executed network infrastructure deployment for a cardiology healthcare group, overseeing network drops, cable management, access point placement, and server/rack deployment.Following are the highlights of my accomplishments in this role:• I orchestrated successful infrastructure deployments, cable drops, server/rack setups, and software installations to optimize IT environments for seamless operations and enhanced efficiency.• I led enterprise application support, including workflow and EMR systems to drive operational excellence and client satisfaction.• I directed a team of ten experts with diverse specialties, ranging from cable management and network administration to server backups and telecommunications.• I offered comprehensive support to small businesses, encompassing server backups, network management, and end-user assistance to ensure seamless IT operations.• I developed a strong reputation through word-of-mouth referrals, delivering a wide array of services, including EHS implementation, infrastructure setup, server backup, and VOIP services.• I collaborated with healthcare clients to implement Electronic Medical Record systems to ensure proper setup and functionality through coordination with external vendors.• I drove focus on key aspects, such as network infrastructure, VLAN configuration, firewall setup, access point placement, backup solutions, and VOIP services, which resulted in optimizing healthcare operations.• I aided companies during relocation processes to facilitate seamless transitions between locations while maintaining uninterrupted business operations.

Houston, Texas Area

In this role, I managed the multi-phase project across its entire lifecycle, from planning and execution to seamless migration, ensuring minimal disruption to operations. I administrated a program budget exceeding $15 million, effectively allocating resources to drive project success. I worked with vendors and the EGS technical team to formulate and deploy an Agile plan, while fostering a streamlined and adaptable project environment. I acquired direct visibility into the data center operations for enhancing insight into critical aspects of the organization's functioning.Following are the highlights of my accomplishments in this role:• I successfully led a significant project to consolidate data centers in Pennsylvania and Texas into a centralized facility with CyrusOne, impacting 40 key clients and +10k combined end users.• I implemented VPN tunnels to enable secure and uninterrupted network access for clients during the transition.• I demonstrated unwavering loyalty to the organization by consistently striving for exceptional results and providing top-tier support to ensure the success of both the company and team.• I maintained a steadfast commitment to producing impactful outcomes for driving the organization's success through dedication and high-performance standards.

Houston, Texas Area

I was entrusted by the EGS Senior Vice President to drive technology strategy and lead transformative programs for shaping the organization's technological future. I led the formulation and implementation of an IT governance model for technology services, ensuring precise project execution alignment and exceptional customer engagement management.Following are the highlights of my accomplishments in this role:• I efficiently managed vendor sourcing and selection processes, contributing to the acquisition of key technology partners.• I spearheaded a project to deploy the ServiceNow Suite for enterprise operations, unifying disparate ticketing tools into a single platform solution for service delivery teams spanning all business units.• I developed a comprehensive Work-At-Home strategy in collaboration with Service Delivery and IT Operations leadership for defining best practices, work streams, and enterprise performance standards.• I led a program dedicated to establishing the IT governance structure for Request Disposition, optimizing processes for efficient resource allocation.• I collaborated with Ernst & Young and stakeholders to establish a governance model for company divestiture.• I effectively set up and maintained standalone operations following the July 2014 acquisition by Platinum Equity, maintaining continuity and operational excellence.

Houston, Texas Area

EGS needed someone that could deliver strategic IT infrastructure projects on a large scale for internal and external clients within condensed time frames. I was able to lead many such infrastructure build out projects for clients like Best Buy, Samsung, Electronic Arts, Honeywell, and H&R Block. I collaborated with the Chief Architect to design a VMware desktop virtualization (VDI) strategy. I was also asked to turn around Best Buy’s at-risk Work-At-Home Program through an infrastructure overhaul. In addition, I led the integration of the eCFR coaching solution across the NCO portion of the business to seamlessly interface with the existing products for the APAC legacy organization.

Houston, Texas Area

I was promoted to guide a team of 9 IT management and support operations professionals in NCO Group’s Customer Management division. We designed strategies and executed project plans to deploy and support IT infrastructure, telephony systems, networks, and data center operations for contracts with major client contracts like Best Buy, Advance Auto Parts & T-Mobile. We engaged their senior leaders and business stakeholders to gain a thorough understanding of their business, the market dynamics, and their changing business needs to recommend innovative solutions and to continually streamline processes. I was recognized for outstanding performance with 2 Circle of Excellence Awards and the NCO Spot Light Award.Some of the key initiatives we led are as follows:-We upgraded client contact center infrastructures from TDM to SIP with VPN and integrated Session Border Controller, PBX, and NICE Perform platforms to increase capacity 30% while cutting call management costs by $1.2M per year.-We planned and managed the technology infrastructure design and implementation at several new international locations, including a 2K-seat center in Guatemala as well as a 1K+-seat center in Panama in just 2 months.-I established a robust business continuity plan (BCP) for NCO’s Houston site and my team ensured uninterrupted operational services and support for 4 onshore and offshore locations during major hurricanes that left us without electricity in Houston for nearly 1 week.

I earned 3 consecutive Top NCO Support Awards for excellence in network infrastructure design, delivery, and support. To achieve world-class standards, I initiated and managed vendor relationships, implemented processes and metrics, improved change request management, and established work order documentation protocols.-Guided the transition to new technologies and services, including VoIP and Active Directory.-Implemented a comprehensive UNIX/Windows platform backup solution.-Enhanced contact center operations with workforce management, IVR, ACD, and intelligent call routing capabilities.

Houston, Texas Area

I was promoted to positions of increasing accountability in technology and telecommunications infrastructure support operations. During this time, I was honored with 2 Top Support Awards (2P, 2005; 1P, 2004).