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
• 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

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
• Demonstrated strong ability to diffuse contentious situations by quickly and efficiently resolving the issue to customer satisfaction. Responsibilities

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
• Developed comprehensive action plans, held meetings with department executives to review project status, and proposed changes.