Shaheen Grant Email & Phone Number

Westminster, Co

Focused on complex, mission critical projects that require integrating knowledge and resources across technical disciplines and functional boundaries. Responsible for the development, implementation, administration and measurement of unified process improvement initiatives. Applies a broad and deep understanding of technical concepts in conjunction with an understanding of the Company's business to recommend strategy, advance technology and develop innovative solutions. Develops, communicates, and trains the organization on business practices and processes.

Westminster, Colorado

Greater Denver Area

• Maintain Incident and Problem Management for Technical Support Services using ITIL methodologies and best practices• Manage a team of technicians (local and remote) Tiers 1-3, for Video Hardware, Network, and Conferencing Technical Support •Ticket management (Service Now) ensuring time to assign, time to respond, time to update, and time to resolve•Facilitate responses to and resolution of, client impacting incidents, requests, changes and events related to video hardware, network, and conferencing services.•Assess business impact of serious/complex outages/problems/changes and take appropriate actions to resolve and/or prevent future impact via collaboration with engineers, project, and service managers.• Manage team schedules for optimal support and follow-the-sun coverage• Maintain continual service improvement by developing and coaching each member of the team to grow skills and retain top talent through training, quality assurance, and performance management • Develop, implement, and maintain processes using ISO 9001 best practices • Escalation point for service managers and customers regarding technical support issues or queries • Cross departmental strategizing with Engineering, Conference Ops, Service Management, and Service Delivery to provide top quality service and drive high profile issues to resolution• Monthly data analysis to maintain/measure team performance, KPI’s, and adherence to SLAs in accordance with specific customer contracts and general services. (Service Now, Fonality, Skype for Business/Clarity)• Conduct and ensure root cause analysis through Incident and Problem Management• Participate in Change Management; CAB meetings, CRs, PIRs•Develop test plans for software upgrades, post-change testing, in-depth troubleshooting and analysis, etc.•Participate in the analysis, testing, and rollout of new processes, programs, systems, and tools.

Westminster, Co

•Work in partnership with sales, procurement, commercial, and solution design to develop statements of work for dedicated staffing services – staffing and skillset requirements, tools, coverage, financials, etc. •Review and identify service support requirements; work with the customer and project team to plan the transition and develop a high level support model. •Build entirely new teams; recruit, hire, and train staff to support the customer’s global video conferencing operations’ requirements as prescribed in the respective Statement of Work.•Define, agree, and create the in-life process workflows, support materials, vendor engagement and escalation procedures, roles and responsibilities, etc to meet service requirements.•Plan and execute the successful transition of the existing services to the new service model.•Direct, manage, develop and nurture staff through the facilitation of training, curriculum development, coaching, and performance/quality monitoring to deliver excellent customer service, high productivity, and maintain agreed service levels.•Facilitate responses to and resolution of, client impacting incidents, requests, changes and events related to support of applicable conferencing services.•Assess business impact of serious/complex outages/problems/changes and take appropriate actions to resolve and/or prevent future impact via collaboration with engineers and project managers.•Continually improve service quality and drive operational success by monitoring services against KPIs/SLAs, data/report analysis, customer feedback, and evaluating supporting products, services, systems, tools, and processes for efficiency and improvement opportunities. •Work in partnership with client representatives, internal global liaisons, and vendors to identify issues. Analyze gaps; then agree, develop and implement process, product, or service enhancements to deliver optimal service quality and value.

Westminster, Colorado

Help drive financial benefit, while promoting efficiencies, synergies, and accountability through the implementation of operational governance. Add value by providing structure, direction, and focus for all team members. Ensuring process, policies, and procedures are in place and documented, and maintain ITIL best practices and ISO/IEC 20000 IT Service Management Standard. Ensure that everyone understands their role in the process and working towards achievement of clear SLA and KPIs.

Westminster, Colorado

Identify and drive improvements to service delivery as well as internal platforms, systems, and processes in order to exceed customer expectations and business targets. Actively propose changes and enhancements to defined products and services to increase revenue and profitability, while considering future service demands. Ownership and development of the customer relationship through changes and improvements.

Westminster, Co

Westminster, Co

Front line coordinator for audio, video, streaming, and web services. Consulted on, coordinated, and produced low level up to VIP level conference events.

Human Development

Business Management