Pedram Koukia Email & Phone Number

Ontario, Canada

Toronto, Canada Area

Description Responsibilities • Played a critical role in monitoring, troubleshooting and maintaining all aspects of Primus’ voice and data networks. • Promptly responded and resolved arising network issues while developing and implementing innovative approaches to improve areas of system/network manageability and reliability.• Timely reported network problems to appropriate third party, and other vendors, and provided information about network outages to appropriate internal… Show more Description Responsibilities • Played a critical role in monitoring, troubleshooting and maintaining all aspects of Primus’ voice and data networks. • Promptly responded and resolved arising network issues while developing and implementing innovative approaches to improve areas of system/network manageability and reliability.• Timely reported network problems to appropriate third party, and other vendors, and provided information about network outages to appropriate internal department. • Paid great attention to detail while monitoring existing gateway sites and swiftly addresses identified problems to ensure minimal service interruption• Regularly reviewed ticket queue to ensure all SLAs were met, and clearly documented all identified problems. • Appropriately escalated voice, data and internet issues tickets to the appropriate levels (i.e. Team Leader and/or Manager), to ensure restoration of service take place in a timely manner.• Responded accordingly to 911/PSAP/Police inquiries as required, and provided technical guidance, training, documentation, and mentoring to junior NOCC team members.• Managed network element alarms and other SNMP alerts through CA Spectrum, fault analysis, trouble isolation, trouble management, circuit testing, outage reporting, notification, and escalation. • Demonstrated expertise in initiating, updating, tracking, and closing trouble tickets on alarmed hardware and software circuit fault isolation using remote test equipment. • Coordinated dispatches with the carrier and the internal department while working in remote locations to resolve issues. Show less

Toronto, Canada Area

Key Achievements • Established and implemented a new and efficient ticketing procedure that recorded a 78% cost reduction in third party dispatch charges (from $590K to $460K/3.5 years).• Strictly enforced company policies and procedures that led to a 40% reduction in customer equipment replacement. • Reduced the time required to move customers between DSL platforms by 50% (from 10 to 5 days).• Demonstrated strong ability to diffuse contentious situations by quickly and… Show more Key Achievements • Established and implemented a new and efficient ticketing procedure that recorded a 78% cost reduction in third party dispatch charges (from $590K to $460K/3.5 years).• Strictly enforced company policies and procedures that led to a 40% reduction in customer equipment replacement. • Reduced the time required to move customers between DSL platforms by 50% (from 10 to 5 days).• Demonstrated strong ability to diffuse contentious situations by quickly and efficiently resolving the issue to customer satisfaction. Responsibilities • Managed and keenly supervised daily operations of a team of 15 customer support representatives, including attendance, phone usage, call quality, and ongoing training and development.• Helped the Workforce Management group in coordinating employee scheduling and monitoring daily schedule adherence. • Thoroughly assessed operational performance determined emerging trends and recommended process improvements to improve productivity and efficiency.• Continuously trained and coached agents and team leads ensure skill refinement. • Determined and administered corrective disciplinary actions as necessary to address unsatisfactory performance, behaviours and incidents.• Collaborated with other departments in executing various projects and workflow processes, and maintained a procedural flow between various teams. Show less

Toronto, Canada Area

Responsibilities • Successfully oversaw the onboarding for over 3500 accounts for all Primus Canada new customers, and processed requests for offboarding all closed accounts. • Trained employees on policies and service level standards surrounding customer onboarding. • Acted as the link between clients and company departments like credit, compliance, and distribution center among other. • Developed comprehensive action plans, held meetings with department executives to review… Show more Responsibilities • Successfully oversaw the onboarding for over 3500 accounts for all Primus Canada new customers, and processed requests for offboarding all closed accounts. • Trained employees on policies and service level standards surrounding customer onboarding. • Acted as the link between clients and company departments like credit, compliance, and distribution center among other. • Developed comprehensive action plans, held meetings with department executives to review project status, and proposed changes. • Acted as the primary point of contact for project scheduling, changes and issues, and assisted with implementation of projects for new products and services. • Worked with the customer service manager to respond promptly to customer issues and shared product knowledge with clients while making recommendations. • Effectively researched, documented and escalated cases to higher levels of support in accordance with internal processes. Show less