Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Farhad Kohistani

Waterloo

Summary

Dear hiring manager, Throughout my career I have contributed to multi-faceted business wide improvements through effective organization, prioritization, and execution of key projects. My skills and qualifications are an ideal match to the requirements and will bring immediate value to the companies goals. Previously in my analyst role within Incident Management, I exercised and calculated a methodical approach to problem solving. My previous role allowed me to rapidly communicate on a company wide scale using email, SMS and social media platforms while also ensuring our customers received any appropriate communications using the same tools. As my professional goals align with the companies mission and values, this opportunity is especially exciting. I believe my communication, critical thinking and organizational abilities will support and drive your continued organizational success. Please take a moment to review the attached resume which highlights my professional competency in the role. I appreciate your evaluation of my credentials and subsequent response. Sincerely, Farhad Kohistani

Overview

9
9
years of professional experience

Work History

Senior Analyst

Rogers Communications
10.2021 - 07.2023
  • Worked alongside Incident Managers and IT to resolve application, network and cyber security incidents, ensuring minimal impact on business operations with a focus on customer satisfaction. Ensured all stake holders, senior leadership and IT would have communications sent within 12 minutes of the incident start time detailing the scope of the incident, start time and details regarding potential mitigation to keep business continuity. Any relevant findings/troubleshooting performing by IT, resolution time and RCA would be communicated within the following communications (1 hour updates mandatory from the initial email). Company wide emails and customer communications were also required to reduce any frontline impacts from increased call flow due to the incident.
  • Collaborated with cross-functional teams to develop and deliver incident management training programs, enhancing the overall incident response capabilities and posture of the organization. Created the playbook “Golden Standard” used by Rogers currently and all playbooks were revamped to my methodology to create a streamlined and easy to read set of playbooks with up to date contingencies that were cleared by IT and consumer groups
  • Handled reports received from customers, front end application users and internal ticketing systems to identify incidents. Used numerous host and network based Windows and Linux platforms alongside cloud based environments to conduct investigations on potential network or application impacts.
  • Monitored dashboards such as Dynatrace, PowerBi and Splunk to ensure network stability, daily sales volume for all lines of business, ensured call routing and supported over 1300+ applications at a high integrity. Monitored daily user logins, application transactions and sales/call volume across the company and would use forensics within the databases to identify any potential incidents or cyber security attacks prior to any alerting.
  • Developed and maintained a comprehensive incident management program and emergency operating procedures, in collaboration with the consumer and IT teams. Created numerous new contingencies to increase the companies posture for both cyber security and large scale incidents.
  • Assessed incidents based on impact counts and reporting tools and raised priority alongside the Incident Managers when required. Delivered high quality written reports and verbal reports to a wide audience, including Corporate Affairs, Legal, senior leadership (SVP and all reports), consumer/business teams, IT and any other stakeholder who may be impacted by the incident.
  • Worked with numerous projects and product launches to ensure that there were no issues when deploying the SOC (System Order Code) for the new products and the previous code/promotions would work in tandem with the new products.
  • Created numerous new methods of identifying incidents and gained the team access to several databases in the company to identify incidents in a more timely fashion. Created training documents which are supplied to all new members so they can utilize the same search queries and be able to clearly identify if a product was designed incorrectly or if there is a break/fix occurring that needs to be addressed by IT. This change led to the reduction in misreported incidents within 24 hours of being introduced and allowed teams to identify the product gap and have development teams fix the issue.

Business Analyst

Rogers Communications
07.2014 - 10.2021
  • Completed extensive market research and competitor analysis to discover emerging trends and opportunities.
  • Worked with stakeholders to identify requirements, design functional specifications, and complete projects within budget and schedule.
  • Employed advanced data analysis techniques to uncover patterns and trends, offering valuable insights for strategic decision-making.
  • Resolved unique user-specific system issues hindering transactions such as sales and service changes.
  • Ensured full functionality of all accounts and communicated with customers to clarify issue scope and resolution timeline.
  • Developed Robotic Process Automation processes, boosting operational efficiency by ~12% and earning the Ted Rogers Process Improvement award in 2016 and Team of the Year in 2018.

Education

BBA -

Fanshawe College
London, None
06.2010

Skills

  • Client management
  • Client relationship management
  • Data analysis
  • Performance monitoring
  • Stakeholder communication
  • Tech-Savvy

Languages

English
Native or Bilingual

Timeline

Senior Analyst

Rogers Communications
10.2021 - 07.2023

Business Analyst

Rogers Communications
07.2014 - 10.2021

BBA -

Fanshawe College

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Farhad Kohistani