Shaw Taheri

• Responsible for owning, administering, and maintaining software applications critical operations utilized by 20,000 Doctors, Nurses and other Health Care professionals
• Provide expert vision, direction and leadership to advise executive and senior IM/IT staff
• Guide project teams, staff, contractors and vendors to ensure technical solutions deliver desired business outcomes

• Monitored automated build and continuous software integration process to drive build/release failure resolution.
• Worked with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
• Collaborated closely with product development teams and other stakeholders, using effective communication and active listening skills.
• Wrote code and supported architecture in high-throughput systems on multiple clouds.
• Implemented change control, configuration status accounting and configuration audits.

Managed and monitored customer ticket queues, prioritizing tasks according to urgency and impact to ensure prompt response and resolution

• Documented incidents and service requests in detail, accurately reflecting work completed for clients
• Evaluated employee performance on a weekly basis and coached and trained 40 team members, increasing quality of work and employee motivation
• Coached team members in techniques necessary to complete various job tasks
• Involved in pre-sales interactions with potential North American customers, gathering requirements and mapping them to Cloudreach products
• Led and coordinated mass on-boardings of new customers, ensuring efficiency, and most importantly, customer satisfaction
• Provided regular updates to company stakeholder regarding state of customers and ways to improve relationships
• Mentored Engineers and Analysts towards improvement in their technical knowledge while fostering an environment that focuses on providing customers with the highest level of support
• Took on additional job duties during unexpected backlog, resulting in meeting project target date.
• Led employee relations through effective communication, coaching, training and development.

• Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support
• Ensured proper staffing levels to guarantee timely and accurate deliveries
• Advised clients on methods, technologies, process improvements and training that would increase overall business potential
• Attended staff and client meetings and served as liaison to manage operations for account
• Collaborated with manager to foster information sharing and account follow-up
• Contributed to internal and external account reviews

• Configuration Management: Utilized Chef to monitor and maintain customer environments, creating recipes and cookbooks to deploy various monitoring scripts to Cloud environments
• Monitoring: Worked on enhancing the monitoring stack utilized by Operations including work on Splunk, Zenos, Datadog, designing alert thresholds, and maintaining SLAs
• Maintenance: Ensured network, system and data availability and integrity through preventative maintenance and upgrades
• Infrastructure Support: Ensured high availability of infrastructure through enterprise-wide planning, testing, implementation and support. Responding to customer requests and any after-hours emergencies that may lead to any outages. Utilizing the ITSM tool Service Now
• Documentation: Expanded on the organization's knowledge base while ensuring that all current documentation was relevant and kept up to date

• Maintained campus wide computer labs through WSUS
• Assisted instructors with any IT related escalations
• Tore down and re-built server rooms to ensure clean wire management