Mohammed Usman

• Experienced in collaborating with cross-functional teams, including Developers, Cloud Consultants, Product Management, Project Management, and IT Service Delivery teams.
• Experienced in managing multiple high-value customers across Canada and the USA, including commercial and limited liability companies. Foster strong customer relationships through Monthly Service Reviews and Quarterly Business Review Meetings, sharing performance reports and providing technology and industry-specific insights to aid in IT infrastructure planning.
• Coordinate follow-up meetings with Journey Architects for new technology solutions related to managed data center and cloud products. Collaborate with project, sales, and technical teams to onboard new customers into the company’s offerings.
• Maintain vendor relationships through governance meetings, addressing pain points and challenges raised by end-customers. Conduct code reviews to identify and mitigate risks for hardware and software devices.
• Stay current with new launches of workplace and cloud products from Cisco, Microsoft, VMware, Palo Alto, AWS, and GCP. Identify business expansion opportunities (up-sell and cross-sell) and develop tools and processes to track customer KPIs, proactively contributing to account growth.
• Organize and schedule mentorship and workshop sessions on AWS, GCP, and Azure Cloud services with Cloud Engineers and end-customers. Conduct bi-annual CSAT interviews and develop action plans to address customer feedback.
• Manage monthly billing for managed data center and workplace customers, ensuring timely true-ups for increased resource or device consumption. Liaise with technical account managers to resolve team issues, enhancing team performance and ensuring seamless customer delivery.
• Prepare Customer Success Plan documents to assist customers in their IT roadmap journey. Integrate with vendors like Cisco, Microsoft, VMware, and all cloud service providers for solution design, service delivery, and governance.
• Address evolving customer needs for procuring hardware and software infrastructure systems, including those reaching end-of-life.

• As Technical Service Delivery Manager, provide In-Life consultancy solutions to large and complex enterprises and public sector clients.
• Act as key interface with Senior stakeholders, both customer and internal.
• Accountable for driving quality infrastructure solutions throughout full lifecycle of Managed Hosting Operations.
• Recommend solutions to problems and cost-effective strategies to clients
• Chair Daily Operation Review Meetings with Stake Holders, Program and Project Managers
• Manage Hardware Infrastructure Patching activities and renew contracts with vendors for Hardware's nearing End of Life.
• Identify in-life technical enhancements to optimize solution performance and generate revenue.
• Articulate technical solution and customer business drivers by creating awareness amongst internal stakeholders
• Provide consultation to customer and stakeholders on in-life customer solutions
• Develop and maintain strong customer relationship
• Chair monthly governance meetings with Storage and Datacenter vendors.
• Liaise with technical teams to decommission software and hardware components of Datacenter.
• Prepare and manage reporting on Storage Billing, Heat Map (RAG), Capacity, Critical platform infrastructure changes and risks.
• Resolve conflicts and negotiate mutual beneficial agreements between parties.
• Collaborate with team members to achieve target results on complex requests and technical enhancements.
• Improved operations through consistent hard work and dedication.
• Develop and implement performance improvement strategies and plans to promote continuous improvement.

Project Manager role

• Act as a backup for managers on daily stand-up meetings and share project status reports.
• Develop and maintain Heat Map documents highlighting any discrepancies with the project measuring the overall customer temperature in terms of CSAT.
• Maintain and manage Risk logs and review it with peers and managers in weekly status meetings
• Sync-up with internal and external stakeholders and share project status reports highlighting any dependencies with the project
• Collaborate with Internal and external technical teams from initiation until closure for the smooth completion of the project.
• Develop and maintain Business documents like Business case and Benefits management plan documents.
• Create and maintain Work breakdown structure and project charter documents.
• Record and maintain lessons learned register for every successful and unsuccessful projects for future reference.

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Introduced new methods, practices and systems to reduce turnaround time.
• Evaluated situations and delivered targeted solutions using various tools and resources.
• Devised strategies to improve organization efficiency and optimize group management.
• Manage Network IT Infrastructure services covering ITSM, SIAM consulting and IT Service Delivery.
• Chair Daily Operation Review Meetings with Stake Holders, Program and Project Managers.
• Recommend solutions to problems and cost-effective strategies to clients.
• Design and execute techniques to enhance productivity and efficiency and reduce risks.
• Manage operational efficiencies, best practices and other improvement initiatives across organization.
• Act as advocate for processes, metrics, measurements and tools developed for business management team.
• Establish and implement service standards with reporting tools, reports on performance against standards.
• Manage daily task and lead personnel associated with by providing technical support from L2/L3 teams and prioritizing all business-critical tasks.
• Provide problem resolution methods derived from transactional audits.

• Manage NOC Operations, Incident, Problem and Event Management.
• Develop and own processes and procedures used by team, based on best practice for industry.
• Ensure right environment is in place so that staff are effectively mentored, developed and trained.
• Develop team and work with other departments in project to achieve common business goals Act as escalation point for customer problems and questions via telephone, e-mail and face to face Escalation contact for service issues at out of office hours
• Led corrective action plans, procedure development, staff performance reviews and training programs.
• Conferred with customer account representatives to service accounts and bring in more than revenue by suggesting ideas productivity and workload analysis.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

• Manage Major Incident Process and ensure effective co-ordination and communication to facilitate restoration of agreed services to business as soon as possible, minimizing service impact and risk in alignment with wider business
• Manage Business Continuity and Disaster recovery activities for exceptional service affecting incidents
• Participate and manage associated Problem Management investigations relating to Major Incident or other Severity 1 incidents
• Single point of contact between Application/Service Owner and impacted user Adhere to responsibilities detailed in Incident Process
• Manage and coordinate Urgent and High priority incidents and ensure that are resolved within