Sultan Khan Email & Phone Number

Reston, Va

Herndon, Va

· Managed escalations from partnering VoIP Carriers as well as internal engineering groups interfacing with Carriers.· Analyzed problems and identified appropriate teams to engage to drive towards quick resolutions.· Monitored events external to Charter/TWC network to proactively identify vulnerabilities that could potentially cause outages.

Herndon, Va

· Identified High and Critical severity outages and developed high level summaries for weekly report presented to Chief Executive Officer and VP of Operations.· Proof read and edit feedback submitted from operations and engineering groups and format into standards required for the executive report.· Identify open action items for each outage in report and follow up with the appropriate fix agents and NOC leaders until root cause was understood.· Generated tri-weekly Report (including High and Critical outages) and narrated call with executives.· Generated Requests for Outages, Event Analysis’, and post mortem reports for Commercial and Carrier customers.

Herndon, Va

· Obtained Eventrak outage ticket data through Oracle SQL application.· Identified and analyzed high impacting outages to be included in weekly executive reports.· Developed summaries for each outage identified to submit to Time Warner Cable’s Chief Executive Officer and Senior Vice Presidents.

Herndon, Va

· Managed all of TWC’s High severity VoIP, Commercial, Cell Tower Back Haul, and Systems service outages by facilitating audio bridge/web conferences and serving as the "incident commander" using Kepner Tregoe incident management methods.· Applied Corporate Writing Training to generate and distribute executive level communications detailing the outages.· Managed network impacting events to ensure impact was removed in a timely manner by engaging appropriate fix agents.· Developed and documented team standard processes and flow charts for various applications (Eventrak Remedy, Adobe Connect, etc) for onboard training purposes.· Trained new hires, contractors, and new incident management teams on Time Warner Cable Incident Management methods and procedures.· Worked with Systems teams to develop corporate wide Adobe Connect web conferencing bridges.· Managed the NCC’s SharePoint site as the designated SharePoint admin for the team.· Developed and managed NOC operation plans for large scale events such as TWC hosted Concerts, Sporting Events, and Festivals as well as natural disasters such as Hurricanes, Snow Storms, etc.

Dulles, Va

· Managed intangible aspects of commercial projects, such as bid forms, punch lists, submittals, and preparing proposals.· Worked to meet significant milestones per project and meet with clients to provide deliverables.· Completed estimates using proprietary Callidus Software, logged and notated valuable information for each project in a timely manner.· This information was used to prepare quantities of flooring materials needed to complete commercial projects and provide a quantifiable estimate to project stakeholders. · Communicated data to general contractors and used my knowledge and expertise to recommend layouts and products to complete projects efficiently, cost effectively and in the scope and desired fashion communicated by clients.