Abid K. Syed

7854 Southfork Bnd,

Irving, TX, 75063, US

+1 (469) 203 0426 [Cell]

abid@icloud.com [E-mail]

Skype/anyIM: AbidSyedK

Follow me @AbidSyedK

http://www.linkedin.com/in/AbidSyedK

My Profile

A results-driven, business-savvy consultant with more than a decade of experience in Information & Communications Technology

(ICT), IP Telephony, voice networks and mobile telecommunications. Expertise in assessment, design and implementation of

solutions inclusive of and not limited to IT/telecom infrastructures, enterprise architectures and lately mobile applications and

services. Hands-on knowledge in varied tools and technologies besides exposure to standard frameworks and applying these in

context of market trends towards project milestones and deliverables.

Experience

Company: BT Americas, Dallas, USA

Clients: Varied (Manpower/Google/P&G)

Projects: Varied (NGN/GGEV/Lync etc.)

Role: Network Solutions Architect Lead

Duration: June 2014 – Present Day

Job Description:

The Win New Business (WNB) team within the Portfolio & Service Design (P&SD) group is responsible for winning large complex

customer RFPs with large Total Order Values (ToVs) critical to the success of BT in the Americas. As the Network Solutions

Architect Lead in the WNB team; my roles and responsibilities are inclusive and not limited to:

(1) Assisting WNB team in addressing complex RFPs utilizing appropriate technologies from BT’s portfolio of products and services.

(2) Articulate design decisions to the Market Unit (MU) teams comprising of Account Executives, Bid Managers, Deal architects and

Solution Architects; specifying how select design meets customer’s requirements using BT’s design tools and design patterns.

(3) Actively lead and support technical discussions and presentation workshops and validate proposed solution can be delivered

within scheduled timelines, budget and resources towards rollout.

(4) Attend external client-facing meetings to explain solutions to customers while engaging internal BT teams like Design, Support,

Procurement, Commercial, Legal & Regulatory (L&R) to ensure that solution is practical and can be cost-effectively implemented to

meet clients’ requirements besides assuring BT’s delivery capability.

(5) Ability to scope out new add-on sale opportunities and propose novel ideas and architectures to potential clients by leveraging

support from Innovation & Design teams besides global showcases.

Accomplishments:

(1) In less than 3m of joining BT Americas, was Lead TDA (Voice) on a strategy to revamp Manpower’s voice infrastructure and

integrate their voice, video, collaboration and data platforms, systems & applications. In the next 3m, I had a design that showcased

how BT could consolidate Manpower’s voice infrastructure using BT’s One Cloud Cisco Hosted solution and BT’s One Voice SIP

Trunking service deployed over a BT managed dual-carrier network leveraging BT IP Connect Global MPLS to help them move

towards a consolidated network with end-to-end voice services thus reducing OPEX model and administrative overhead. I was also

able to present a cost-benefit gap analysis via BT Conferencing that would help save Manpower NA almost $1M/yr in savings;

potential sales of $11M+ over 3yrs are currently in negotiation.

(2) Next assigned as Lead TDA (Voice) on Google Global Enhanced Voice (GGEV) bid; I was again able to articulate the benefits of

BT’s global One Voice SIP Trunking service and propose a novel design on how it could regionally serve Google’s requirements to

enhance its Call Metrics platform for advertising in each country/region. The design was well received and lead to an LOI of $23M

over 3 yrs with an incremental roll-out underway in APAC/Japan. Despite challenges working with internal BT team members with

different opinions and PoVs; I decided to wear multiple hats and took on additional responsibility as a Solution Architect, Service

Designer and at times Project Manager; arranging, organizing and leading SWAT team sessions with Product, Support and L&R

teams, coordinated logging of assumptions, risks and issues on the bid besides, validating the design for assurance thus, keeping

the bid focused and steered it towards final sign-off in Q4/2014.

(3) Also served as Lead TDA on a recent Procter & Gamble (P&G) bid pushing BT’s new One Cloud Microsoft Lync offering and

conducted internal workshops to present and validate the design to BT’s P&G Account/Delivery teams. The RFP was successfully

submitted to the client and with an APAC PoC currently underway.

(4) Lead the LAN tower pre-sales design/pricing for Seqirus (spin-off of Novartis/CSL-Behring); a successfully sold TOV at $27M.

(5) Currently working on a $1.5B mega deal as Global Lead Architect (for IPT/UC/CC) towards transition/transformation of one of

the largest LATAM banks with offices globally in US, UK and Europe that is currently comprised of Avaya/Cisco mixed assets.

Company: DTCC, Dallas, USA

Client: CIO

Project: N/A

Role: Sr. Network Architect

Duration: August 2013 – May 2014

Job Description:

DTCC’s network and voice infrastructure comprised of a myriad of different technologies dispersed across NA/LATAM and that

further got complex post an M&A deal in which they acquired their competitor Omgeo which had offices in EMEA/APAC as well.

Having been hired as a Sr. Network Architect (IPT/voice) my role was inclusive of and not limited to:

(1) Evaluate, design and implement solutions related to specific business requirements within enterprise infrastructure.

(2) Set a strong foundation in enterprise IT/telecom architectures across – IP collaboration solutions (IPT/UC/Lync), data/NAS

transport, virtualized server/desktop environments, routing/switching, security, LAN/WAN, network optimization and multimedia

(voice/video) including QoS besides awareness over other initiatives.

(3) Implement advanced network security features and researching and responding to vulnerability threats besides excellent

documentation skills and ability to present solutions to management.

Accomplishments:

(*) In less than 6m of joining DTCC, came up with a global infrastructure strategy focused on integrating voice (incl. conferencing),

video, collaboration and data besides systems and applications post- merger/acquisition of Omgeo by DTCC that was well received.

Company: Ericsson, Riyadh, KSA

Client: Mobily, Riyadh, KSA

Project: Mobile Advertisement Upgrade (MAU)

Role: Engagement Lead/Architect

Duration: January 2013 – July 2013

Job Description:

The Mobile Ad Upgrade (MAU) project was an initiative by Mobily to increase customer loyalty by offering FREE mobile Internet

packages to users who run out of credit or are on a targeted campaign list. As pre-sales lead for RFQ response; my role covered:

(1) Study Request For Quotation (RFQ) and propose a High-Level Design (HLD), Statement of Compliance (SoC) and Work (SoW).

(2) Meet with key client stakeholders to discuss RFQ, HLD, SoC and SoW etc.

(3) Clarify solution description and revise deliverables towards a deal closure.

Accomplishments:

(*) Initial deliverables accepted by the client and review discussions successful.

Company: Ericsson, Riyadh, KSA

Client: Saudi Telecom (STC), Riyadh, KSA

Project: National Numbering Plan (NNP)

Role: Pre-sales/Delivery Architect

Duration: May 2012 – May 2013

Job Description:

The NNP project goal as mandated by CITC was to alter the fixed line numbering range of telecom operators (incl. STC) from 9 to

10 digits to potentially open up mobile numbering ranges. As pre-sales lead for VAS group; role was inclusive of and not limited to:

(1) Study Request For Proposal (RFP) and propose a solution description besides agreeing to client’s Statement of Compliance .

(2) Meet with key STC stakeholders to discuss, RFP, SoC and project timelines.

(3) Coordinate configuration of affected SDP architecture components (besides interfaces) with other groups (i.e. OSS/BSS & core).

(4) Build and test solution by delegating integration tasks to subordinate SEs.

(5) To sync with all internal teams and external vendors for potential launch of Region 1 (Riyadh) in May/2013 and rest in Aug/2013.

Accomplishments:

(a) High-level design (HLD), SoW and project plan approved as of Apr/2012 and Low-level design (LLD) completed by Dec/2012.

(b) Successful cutover of Riyadh region from area code 1 to 11 mid-May/2013.

Company: Ericsson, Riyadh, KSA

Client: Saudi Telecom (STC), Riyadh, KSA

Project: Data SIM Migration Project

Role: Lead Solution Architect

Duration: October 2012 – February 2013

Job Description:

The Data SIM migration project was another number plan change project mandated by STC to alter a select range of about 1 million

Data SIMs (postpaid and prepaid) from an old 12-digit format (incl. country code) to the new 15-digit format to free up mobile ranges

used by Data SIMs. As lead architect for client’s Value Added Services (VAS) group from a service delivery PoV; my role covered:

(1) Familiarize RFP, HLD and SoW documents, trigger approval of deliverables and work towards finalizing LLD with the client.

(2) Build and test solution by delegating integration tasks on various nodes like MSDP/JSP, EMM business logic and DBs to SEs.

(3) Synchronize with internal/external teams for upcoming cutovers for postpaid (Feb 1st

, 2013) and prepaid users (Feb 8th

, 2013).

Accomplishments:

(a) High-level design (HLD), SoW and project plan approved as of Oct/2012 and Low-level design (LLD) completed by Dec/2012.

(b) Successful activation of web redirection and SMS notification to all select users and project completed on schedule in Feb/2013.

Company: Ericsson, Riyadh, KSA

Client: Saudi Telecom (STC), Riyadh, KSA

Project: IPv4-IPv6 Migration

Role: Pre-sales Solution Architect

Duration: January 2012 – March 2012

Job Description:

The IPv6 migration project dealt with a phased migration of STC’s SDP framework from IPv4 to IPv6 due to the extinction in current

pool of IPv4 address space available in the region and to also prepare the operator for future growth and interoperability with other

migrating operators, service providers and third-parties. As pre-sales lead my role involved:

(1) Study STC requirements over IPv6 migration with respect to short-term/long-term readiness of their production environment.

(2) Discuss possible migration strategies with the STC VAS design team.

(3) Respond to the IPv6 RFP with a solution roadmap and transition plan.

Accomplishments:

(*) High-level design (HLD) proposing a dual-stack approach along with Statement of Work (SoW) accepted by client in Feb/2012.

Company: Ericsson, Riyadh, KSA

Client: Saudi Telecom (STC), Riyadh, KSA

Project: Wi-Fi Access Integration with SDP

Role: Lead Solution Architect

Duration: August 2011 – May 2012

Job Description:

The Wi-Fi Access project goal was to address both STC mobile/home end-users by providing a flexible range of Wi-Fi products at

multiple hot spots across the cities in KSA (via integration with SDP). As lead SA my role was inclusive of and not limited to:

(1) Analyze STC’s current product limitations (scratch cards) and understand business roadmap for professional/home business.

(2) Study proposed high-level design (HLD) and detail technical requirements in a low-level design (LLD) including authentication.

(3) Configure SDP architecture components such as MSDP, EMM, CRM-API, Subscription Manager, Fulfillment/Retry Engine etc.

(4) Build and test solution with peer System and Integration Engineers (SE/IE) and delegate tasks to integrate varied SDP nodes.

(5) Own development of design, configuration and implementation deliverables and share potential risks, issues and concerns with

Project Managers besides accomplishments/milestones with key stakeholders.

Accomplishments:

(a) Low-level design approved in time and realization efforts are complete.

(b) Successful go-live of Wi-Fi service for STC’s home users in May/2012; with professional/business migration scheduled in 2013.

Company: Ericsson, Riyadh, KSA

Client: Saudi Telecom (STC), Riyadh, KSA

Project: Service Delivery Platform (SDP) / Service Provider Integration (SPI)

Role: Solution Architect

Duration: January 2011 – January 2012

Job Description:

The goal of this project at Saudi Telecom (STC) was to create a Service Delivery Platform (SDP) for mobile services only and the

Service Provider Interface (SPI) enhancements are an enabler for improved integration of third-party services providing a rich enduser

experience. As one of the lead SAs for this solution my role was to:

(1) Analyze current SDP solution comprising of Ericsson products and STC customer adaptations and enhance high-level design.

(2) Understand business roadmap and document detailed technical requirements and implementation details in a low-level design.

(3) Provide updates to SDP architecture with components such as Service Portal, Subscription Manager, Fulfillment/Retry Engine.

(4) Counsel with peer junior Solution Architects (SA) and System Engineers (SE) besides regional development centers in Italy and

Turkey and delegate tasks over the integration of various components.

(5) Own the development of design, configuration and implementation deliverables and share potential risks, issues and concerns

with PMs besides accomplishments/milestones with key STC stakeholders.

Accomplishments:

(a) Produced good high-level design, SoW and estimates followed by low-level design (infrastructure and fault/performance mgt.)

(b) Supported other design initiatives related to service provider integration.

Company: Accenture, Irving, TX USA

Client: Time Warner Cable, New York, NY USA

Project: Mid-Market Product Strategy (incl. Managed IP/VPN Services)

Role: Strategic Consultant

Duration: October 2010 – December 2010

Job Description:

The goal of the Accenture Strategy team was to create a new product strategy (incl. Managed IP/VPN Services) for Time Warner

Cable (TWC) to reestablish TWC as a leading player in the US mid-market. My role as Lead Strategic Consultant was inclusive of:

(1) Analyze TWC’s current estate with its existing product portfolio of phone, cable/TV, Internet and wireless technology offerings.

(2) Market research to determine the competitive vendor landscape and their diversified portfolio of technology/service offerings.

(3) Recommend how to transform their business-class product portfolio with novel voice, data, hosted, backup & security offerings.

Accomplishments:

(*) A well-received managed IP/VPN strategy that delivered use cases on connectivity, voice, data, remote access & security for

TWC’s mid-to-large business clients. Strategy included extending their strong Ethernet (L2) solutions with IP/MPLS (L3) offerings.

Company: Accenture, Irving, TX USA

Client: Schneider Electric, Paris, FRANCE

Project: Contact Center Transformation (Business Case Development)

Role: Technical Consultant

Duration: September 2010 – October 2010

Job Description:

The goal of the Accenture Strategy team was to do a gap analysis for Schneider Electric over their current on-premise contact

center infrastructure spend globally vs. potential savings with a cloud-based contact center as-a-service capability provider. My role

as Technical Consultant was to provide architectural options to validate business case and deliver a roadmap inclusive of:

(1) Perform current-state analysis of Schneider’s contact centers globally and the hardware/software options under consideration.

(2) Create functional/technical gap analysis and a feasibility study on continuing down an on-premise vs. cloud-based offering.

(3) Select potential partners (Live-Ops vs. Contactual) on their capability/feature criteria and perform an on-premise vs. cloud-based

cost comparison to supplement business case and roadmap for the client.

Accomplishments:

(*) A well-executed hybrid architecture recommendation with a phased-approach on moving from an on-premise to a cloud-based

infrastructure created interest from Schneider to extend into delivery.

Company: Accenture, Irving, TX USA

Client: Kaiser Permanente (RFP), Oakland, CA USA

Project: Unified Communications & Collaboration (UC&C) for Healthcare

Role: Communications Architect

Duration: August 2010 – September 2010

Job Description:

The goal of this initiative working with a team at Accenture Technology Labs (ATL) was to showcase capabilities offered by

Cisco/Microsoft UC&C technologies acting as a value-add for hospital/clinical ER teams. My role as UC&C Architect was to help

with a demo to be presented to key stakeholders at KP with responsibilities inclusive of and not limited to:

(1) Understand business requirements on first-time reach over a single device via role-based communications of clinical ER teams.

(2) Enable scenarios that facilitate patient/clinician care, supported by team collaboration and centralized enterprise management.

Accomplishments:

(*) Created a mock-up of integrated Cisco, Microsoft and third-party technologies to showcase IPT/UCC integration capabilities.

Company: Accenture, Irving, TX USA

Client: State of California (C-IV), Sacramento, CA USA

Project: Contact Center IVR

Role: Lead Solution Architect

Duration: October 2009 – June 2010

Job Description:

The goal of the IVR project at C-IV (i.e., 4th

Services team in enabling a transition from an aging Avaya-based IVR (locally supported at each county) to a Cisco-based (centrally

hosted/managed) solution at high availability data centers. As a Solution Architect for the IVR solution my role was inclusive of:

(1) Analyze local IVRs (at each county) and propose a central design to help validate business case satisfying client requirements.

(2) Gather requirements post-definition of project scope/objectives and document business/technical requirements to deliverables.

(3) Create new IVR architecture/call-flows; validating it as a robust centralized solution with disaster recovery, scalability & support.

(4) Counsel with peers and delegate tasks over integration of IVR components by verifying comprehensive test cases/scenarios.

(5) Own development of configuration and deployment guides with constant feedback/review with project management and key

stakeholders. Also, delegate creation of training guides for Managed Services to operate, maintain and support the IVR solution.

(6) Provide user training to admin/tech personnel at each county thus, helping transition from a local to a central service model.

consortium of the State of California counties) was to work with the Accenture Managed

Accomplishments:

(*) Designed, implemented and tested a mock-up of production data centers in the lab shortening timelines in delivery by 4-6 weeks.

Company: Accenture, Irving, TX USA

Client: GMAC Financial Services, Detroit, MI USA

Project: Host-Based Access Control (HBAC)

Role: Security Specialist

Duration: September 2009 – October 2009

Job Description:

As part of the Accenture Security team; the goal of the Host-Based Access Control (HBAC) project was to work with client GMAC

(an ex-subsidiary of GM) towards a strategy to fill gaps in their Identity & Access Management (IAM) portfolio and comply with

government regulations to enable their transformation into a Bank Holding Company. My role as Security Specialist was inclusive of:

(1) Post-briefing with the team; work as a liaison with key stakeholders on the client side to solicit necessary information to fill-in

identified gaps in the IAM proposal with respect to Host-Based Access Control (HBAC).

(2) Understand overall IAM plan and define project scope towards a strategy to incorporate HBAC as an added service capability.

Accomplishments:

(a) Incorporated necessary changes to relevant project documents such as - Business Requirements Document (BRD), Systems

Requirement Specification (SRS), Application Design Document (ADD) and System Deployment Plan (SDP) with constant feedback

from the project team and weekly reviews with key stakeholders. Also updated supplementary use cases and process diagrams.

(b) Created a project plan for HBAC comprising of design, build, testing, deployment and transition of the HBAC service helping

identify dependencies and anticipate milestones 2-4 wks in advance.

(c) Prioritized project tasks required for inclusion of HBAC in the IAM proposal in sync with remaining activities and coordinated

efforts with rest of the team in bringing them to completion.

Company: Accenture, Irving, TX USA

Client: OfficeMax Inc., Naperville, IL USA

Project: Contact Center Business Development (RFP)

Role: Strategy Consultant

Duration: August 2009 – September 2009

Job Description:

The goal of this project was to work in collaboration with the management consulting (MCIM) and CRM teams on site with the client

in helping them come up with a strategy to transition from their aging and locally supported Avaya-based IVR to a centrally

hosted/managed Cisco-based platform called Unified Communications-as-a-Service (UCaaS). The infrastructure was deployed at

Accenture/Cisco’s high availability data centers with redundancy and full 24x7 support. As a Strategy Consultant, my role was to:

(1) Analyze current IVR solutions dispersed across contact centers and recommend a contact center as-a-service strategy.

(2) Collaborate with peer teams to determine client requirements in detail with stakeholder Q&A sessions and understand how to

map Accenture-Cisco Business Group (ACBG) solutions to the same.

Accomplishments:

(a) Created architecture designs and call-flows to supplement business case.

(b) Conducted bi-weekly reviews with Cisco Subject-Matter-Experts (SMEs) to validate proposed designs for the client with constant

feedback/suggestions from key stakeholders and concerned 3rd

(c) Helped provide input towards sample Bill-of-Materials (BoM) and cost-benefit analysis summary and relevant documents to

include in final contact center deliverables towards the RFP response.

parties.

Company: Accenture, Chicago, IL USA

Client: Chief Information Office (CIO)

Project: IO - Vendor Management

Role: Stability Lead

Duration: April 2009 – August 2009

Job Description:

The goal of the IO - Delivery Vendor Management (VM) team is to act as liaison between Accenture CIO and 3rd

party vendors to

support services deployed by internal/external projects from a business, contractual, growth and support PoV. The operations and

maintenance of the services is handled by Accenture's O&M teams such as LTS (Local Technical Support), CIM-OC (Operations

Center), E&D (Engineering & Development) and TA&S (Technical Architecture & Standards). As Stability Lead my role was to:

(1) Ensure bringing IP conferencing solution (Cisco MeetingPlace) to steady state as it got adopted into the production environment.

(2) Transition business aspect of solution to Accenture’s vendor management (VM) team and service operation to O&M teams.

(3) Investigate underlying non-standard IPT, Quality of Service (QoS) and bandwidth mismatch issues affecting solution and help

O&M teams engage and resolve root-causes as they took ownership of service.

Accomplishments:

(a) Transitioned IP conferencing service with design, implementation, test & training deliverables to O&M and ownership to VM.

(b) Identified recurring issues with the service at access and participating sites across AMER, EMEA and APAC regions and

investigated root-causes to be IPT configurations, lack of QoS and bandwidth mismatches.

(c) Created resolution plan as part of SWAT team effort engaging IO leadership and regional IT/telecom teams to resolve issues.

(d) Worked with the CIM-OC and E&D teams to ensure configuration management around the service was as stated in the

transitioned deliverables and deviations from the same were immediately corrected.

(e) Dialogued with TA&S teams; best-practice architectures and standards and ensured application of desired QoS measures.

(f) Provided guidance on bandwidth allocation to global Capacity Management (CM) team besides correcting inconsistencies over

provisioned MPLS records with Telecom Expense Management (TEM) team. Also, provided CM team with a template for

enterprise-wide bandwidth allocation across multiple voice/video capabilities inclusive of and not limited to Cisco IP-MeetingPlace

(i.e. conferencing), Cisco TelePresence, Toll-Bypass, Unified Messaging (UM) as well as Microsoft OCS services.

(g) Engaged Support/Tools teams to help better understand firm's requirements to have an end-to-end monitoring/reporting solution

for various capabilities and kick-started compliance effort with CIO leadership to better serve the central and regional teams.

Company: Accenture, Chicago IL USA

Client: Chief Information Office (CIO)

Project: Network Transformation Program (NTP) – IP MeetingPlace

Role: Technical Lead

Duration: June 2007 – March 2009

Job Description:

The goal of the Network Transformation Program (NTP) was to create a secure, flexible, and global, converged voice & data

network enabling Accenture's high-performance strategy by economically supporting Accenture's diverse set of internal/external

clients and offering enhanced communication capabilities. My role as the Technical Lead for the IP conferencing solution was

inclusive of and not limited to the following:

(1) Analysis, design and implementation of an IP conferencing solution (using Cisco’s MeetingPlace) over MPLS network to reduce

telecom costs to bring Accenture $10M in cost savings over 5 years by keeping voice traffic on-net (on MPLS) than off-net (PSTN).

(2) To become a skilled expert in bandwidth and circuit provisioning, gateway sizing besides voice/web conferencing technologies.

Accomplishments:

(a) Designed an IP conferencing architecture over MPLS and created a documents on design, configuration and implementation.

(b) Created test plans/scripts for IP conferencing solution including comparison of G.711/G.729 codecs for good voice call quality.

(c) Implemented and setup configurations on networking devices such as Cisco/Avaya call-agents, switches, routers, gateways as

well as gatekeepers for a Proof-of-Concept (PoC) involving designated sites.

(d) Tested designed architecture via the PoC in collaboration with Cisco and tested various call flows (on-net, hop-on and off-net).

(e) Deployed a post-PoC technical pilot by engaging users from select US/non-US sites, confirming call path over designated

transport routes, validating bandwidth/codec usage, and soliciting feedback via surveys.

(f) Extended technical pilot into a business effort spanning multiple geographies and spearheaded deployment into production.

(g) Published the project delivery handbook, standard templates and configurations for all devices (call-agents, gateways and

gatekeepers besides firewalls/routers at host sites) and training materials to transition solution to appropriate teams per region.

Company: Accenture, Chicago IL USA

Client: Chief Information Office (CIO)

Project: Network Transformation Program (NTP) - Voice Transport

Role: Voice Engineer/Analyst

Duration: April 2006 – March 2008

Job Description:

The goal of the NTP was to create a secure, flexible, and global, converged voice & data network that enabled Accenture's strategy

to support its diverse clients and offering enhanced communication capabilities. My role on NTP as a toll-bypass analyst was to:

(1) Analysis, design and testing of a toll-bypass framework and global dial-plan for voice transport across Accenture's MPLS

network to help reduce telecommunication costs by $2-3M/yr keeping voice traffic on-net (i.e. over MPLS) vs. off-net (over PSTN).

(2) To become an expert in toll-bypass concepts, call accounting and reporting tools besides exposure to IPT, voice and data.

Accomplishments:

(a) Analyzed and improved project definition documents to implement toll-bypass concepts over a voice-based transport framework.

(b) Designed the toll-bypass voice transport framework using Cisco and Avaya platforms. Also, setup a lab environment to test callflows

on a mock-up of the toll-bypass framework over MPLS network.

(c) Setup configurations on networking devices such as routers, switches, gateways, gatekeepers and Cisco/Avaya call-agents.

(d) Investigated and tested interoperability between Cisco and Avaya call-agents (over IP) for all 5-digit, 8+7-digit and E.164 dialing.

(e) Developed configuration and deployment training guides to be handed-over to various geographies with the aid of roll-out team.

Company: MAXIMUS, Reston, VA USA

Client: US DoE, Washington D.C., USA

Project: Contact Center Support Services

Role: Business Analyst

Duration: October 2004 – March 2006

Job Description:

(1) Administer networks comprising of file, print, mail and application servers and desktops running Windows/Linux and office apps.

(2) Manage switches, routers and other telephony devices in an Automated Call Distribution (ACD) environment. Also gain

familiarity with VOIP phones and digital key sets; user/computer accounts and hunt groups using tools such as session managers.

(3) Exposure to Interactive Voice Response (IVR) systems with call-center monitoring and reporting tools. Involved in conceptual

design of backup gateway server as part of a disaster recovery initiative.

Accomplishments:

(a) Improved upon existing network infrastructure by eliminating components deemed points-of-failure consolidating server function.

(b) Streamlined call-center ops by familiarizing with telecom equipment and associated application services for smooth operation.

Also setup daily recording of conversations for quality assurance.

(c) Switched access method for a federal government computer systems from frame-relay to VPN by coordinating with managed

service providers enabling better security and adherence to standards.

(d) Deployed primary and secondary DNS servers to allow seamless Internet access for client PCs providing 99% uptime by

switching to Linux servers swapping Windows servers with routing issues.

(e) Reinvigorated a critical 'letter-printing' process by enabling network access to production printers thus, resuming functions vital to

the contact center’s business continuity and revenue-generation.

Company: Fluor Canada, Calgary, AB CANADA

Client: Shell Canada, Edmonton, AB CANADA

Project: Athabasca Oil Sands Project

Role: Lead Consultant

Duration: September 2000 – February 2001

Job Description:

(1) Support a server farm of 10+ file, print, mail and application servers running Windows/Unix on a 10/100Mbps LAN/WAN.

(2) Deploy hubs, switches, fiber transceivers and CAT5/fiber-optic cabling; host server applications and install 500+ Windows

desktop clients besides, engineering SQL databases and programming GUIs and reports using Microsoft Visual Basic/Access.

(3) Provide real-time secure access to ORACLE DBs via Citrix on Terminal Servers. And establish Helpdesk support using

Exchange Server/Outlook configurations and resolve issues hands-on and via remote administration using tools like VNC.

Accomplishments:

(a) Coordinated network integration and application deployment for nation's largest oil companies at a project site with 500+ end

users. Extended Gigabit fiber-optic backbone with hubs/switches getting network fully operational within 6mos vs. a 1yr prediction.

(b) Reverse-engineered a QC DB with user-friendly interfaces and simplified connectivity minimizing report generation by ~75%.

(c) Provided remote access to procurement applications helped project delivery times 4-6wks in advance compared to ~3-6mos.

(d) Integrated payroll applications and security systems; minimizing audit errors.

(e) Enabled RAS through dial-up lines for select remote users devoid of LAN access thus, increasing availability of vital data.

Company: Fluor Canada, Calgary, AB CANADA

Client: Dow Chemicals, Red Deer, AB CANADA

Project: Union Carbide Plant Expansion (LP7)

Role: Network Engineer

Duration: January 1999 – August 2000

Job Description:

(1) Evaluate, design and extend upon a LAN employing servers running Windows/Novell and manage apps on 150+ desktop clients.

(2) Install distributed security access control system of cards, cables & readers.

(3) Audit hardware, software, network and storage systems during Y2K; formulate contingency plans and implement backup

methods. Provide "hands-on" training to site employees and coordinate decommissioning of assets upon project demobilization.

Accomplishments:

(a) Performed work of 3 FTEs slashing labor expenses by expanding responsibility to include database, network and servers.

(b) Led efforts to improvise existing network, leading to decreased OPEX.

(c) Streamlined inventory by standardizing hardware, applying imaging techniques and saved on pricing via multi-user licensing.

(d) Developed DB to track punch-lists, awards & assets; automating operations.

(e) Established a Document Management System for systematic turnover of project drawings and literature to client at handover.

Company: Fluor Arabia Limited., Dhahran, KSA

Client: Saudi Consolidated Electricity Co., Jeddah, KSA

Project: Electricity of Western Region (EWR) Stage-IV Expansion

Role: Systems Analyst

Duration: December 1996 – December 1998

Job Description:

(1) Provide on-site engineering/technical support to a network employing a couple of Windows servers addressing 50+ end-users.

(2) Deploy and manage client-server configurations running office productivity, CAD plus proprietary/varied in-house applications.

Also setup file, folder and printer access permissions to enforce inter-network security within various engineering disciplines.

Accomplishments:

(a) Performed dual IT/engineering support role thus, reducing expenses.

(b) Mediated PR and project information between client, consultants and employer increasing operational efficiency by 2-3wks.

(c) Introduced proposal to tackle a critical pending painting contract by incorporating quantifiable specifications into a database and

querying custom information. Helped management save over US$100,000 on the revised contract thus, improving margins.

(d) Interfaced with multi-disciplinary engineers for solutions to recurring issues.

(e) Recognized for quick troubleshooting of day-to-day risks and issues etc.

Education

University/College

The University of Chicago, Chicago USA

University of Alberta, Edmonton Canada

National Institute of Technology, TN, India

International Indian School, Jeddah, KSA

MS Project: Masters in Computer Science

Duration: May/2005 - Jun/2006

Description:

During Masters, created a JAVA-based bioinformatics app for coverage mapping of biological data sequences against large protein

databases using sorting, searching, buffered and random file I/O technique with features in comparison to proprietary industry tools.

IEEE Paper: Masters in Computer Engineering

Duration: May/2002 - Sep/2003

Description:

During MS, published a paper as a course-based project on: "An Adaptive Framework for Multimedia Messaging Services (MMS)

over Wireless Networks and the Internet" presented in IEEE Canada Proceedings of the Canadian Conference on Electrical and

Computer Engineering (CCECE 2003) in May 4-7, 2003 Montreal.

BS Project: Bachelors in Computer Science

Duration: May/1995 - Jun/1996

Description:

In BS degree, the final year project was to create: “A Fast Distributed Shortest Path Algorithm for a Class of Hierarchically Clustered

Data Networks” over IPX/SPX protocols using C/C++ programming tools.

Training

Course

Certificate of Cloud Security Knowledge

Multi-Mediation 7.x (Online Processing)

TOGAF 9 Level 1 & 2 Workshop

Service Delivery Platform (SDP)

Cisco IP Contact Center Enterprise

Cisco IP Telephony (CIPT)

Core Analyst School (CAS)

Solution Delivery Fundamentals (SDF)

Ecommerce MCSD and Oracle Program

Company / Vendor

Cloud Security Alliance (CSA)

Ericsson

iCMG International LLC

Ericsson

Accenture / Skyline-ATS

Accenture / Global Knowledge

Accenture

Accenture

DevStudios Inc.

Training: Ericsson Service Delivery Campus (SDP)

Duration: Apr/2011 - May/2011

Description:

Underwent intensive training to learn Ericsson's delivery processes, tools and methodologies in the context of service delivery

applied to a client's business requirements. Also, learnt consulting best-practices, the art of negotiation, building good relationships

and communication skills besides fulfilling customer requirements.

Training: Accenture Development Methodologies

Duration: Apr/2006 - Jun/2006

Description:

Underwent 'Core Analyst School' training on Accenture's delivery methodologies, technology architectures and tools in context of

clients’ business processes and requirements. Also learnt and applied Accenture's Delivery Methods (ADM) to a .NET project as

part of Accenture's "Solutions Delivery Fundamentals" training program.

Training: Ecommerce MCSD and Oracle Program

Duration: Sep/2001 - Apr/2002

Description:

During training at DevStudios in Microsoft Developer technologies (VB.NET, ASP, Oracle etc.); programmed an internet-based

online pledging system for United Way Direct in March 2002; designed and coded a 'Family Tree Builder' web application in

February 2002 besides admin/security pages of http://www.albertasource.ca in Nov/2001 for the Alberta Heritage Museum.

Certifications

Professional Certifications

Cisco Certified Network Associate (CCNA)

Ericsson Certified Experienced Solution Architect (ESA)

Microsoft Certified Solutions Developer (MCSD)

Microsoft Certified Professional (MCP)

Received On

In progress

11/2011

09/2002

05/2002

Date Taken

10/2012

06/2012

05/2012

04/2011

06/2008

10/2007

05/2006

04/2006

04/2002

Degree

Masters in Computer Science

Masters in Computer Engineering (txfr: The University of Chicago)

Bachelors in Computer Science & Engineering

High School Diploma (G.E.D.)

Date Given

06/2008

09/2003

11/1996

06/1992

Memberships

Professional Memberships

Institute of Electrical and Electronics Engineers (IEEE) – Member 90193148

Project Management Institute (PMI http://www.pmi.org) – Member 1284094

Skills & Tools

Skills

Infrastructure Assessment/Transformation

Infrastructure Management

Application Deployment

Application Maintenance

Configuration Models

Contact Center Operations

Desktop Management

Document Management

WAN Acceleration and Optimization

Accenture Delivery Methods & Tools

Ericsson Service Delivery Platform (SDP)

Tools

Avaya-Voice

Cisco-Voice

IP Telephony (IPT) incl. Conferencing

Voice, Video & Data Infrastructures

VoIP

Cisco-Routing / Switching

LAN/WAN Switching (incl. VLAN)

Automatic Call Distribution (ACD)

Call Routing and Scripting

Computer Telephone Integration (CTI)

Contact Center Infrastructure

Directory Services

E-mail Technologies

Microsoft SharePoint

Microsoft Windows 2003/2008/2013

Mobile Architectures

Remote Access System

Virtual Private Network (VPN)

Microsoft Live/OCS/Lync 2010/2013

Security

Wireless LANs / Wi-Fi (802.11x) / Mesh

Member Since

01/2011

01/2011

Proficiency

Advanced

Advanced

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Trained

Trained

Proficiency

Advanced

Advanced

Advanced

Advanced

Advanced

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Proficient

Novice

Novice