Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Training
Languages
Timeline
Generic

Tahir Naroo

Calgary,AB

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Manager, Business Provisioning

ACN Inc
07.2022 - 12.2023
  • Managing the productivity of provisioning team who are responsible for fulfilling new customer install requests and resolving assurance tickets across Canada and the USA
  • Responsible for ensuring new customer orders are completed by partner telcos within established SLAs to ensure customer satisfaction
  • Established cross-training programs to increase the productivity and flexibility of the staff
  • The staff has well received this program due to its alignment with their career goals
  • Built escalation processes with Canadian and US telcos to reduce meantime to resolve network outages
  • These processes reduced MTTR by 35% in the last 6 months
  • ead strategic initiatives within the Provisioning & operations teams to improve the health and safety of r staff while on the job, and to ensure work is completed correctly the first timethe These initiatives are helping reduce our rework
  • Generate VP level financial reports to highlight the benefits of the new self-install process
  • This process has reduced our expenses by $175 per install, which translates to savings of over $100,000 per month
  • Partner with internal teams, our corporate PMO and other business partners to develop strategic project plans for the implementation and execution of initiatives
  • Establish and maintain appropriate internal and external relationships to ensure effective and timely communication processes
  • Representing the needs of the provisioning organization in the implementation of company programs and initiatives
  • Function as subject matter expert to business partners across the company
  • Analyze statistics and data to identify opportunities and business cases for automation or business process re-engineering.

Manager, Business Assurance

Bell Canada
01.2015 - 01.2022
  • Overseeing all facets of special projects from inception through execution, identifying and securing necessary resources, and staff to meet project deadlines and budgetary requirements
  • Develop relationships with internal and external departments to collaborate in drafting SLA’s, process improvement, and projects to achieve enterprise goals
  • Provide exceptional leadership to unionized technicians to support the provisioning department working to complete business customer orders and deliver services such as: T1, Broadband, IP, ATM, and LAN/WAN/SD-WAN
  • Manage daily call center operations; prepare staff performance analysis reports; monitor staff calls for quality assurance purposes
  • Directing department functions, including recruitment, weekly payroll, inventory management, quality control, and project planning and management
  • Learning new skills and processes to implement on own initiative and provide support and coaching for new and existing employees
  • Ensure effective performance management, coaching, and development of direct reports.

Network Operations Manager

Allstream
01.2013 - 01.2015
  • Accountable for 24x7 operational management of Transport, Voice, and Data Core Networks; oversee external partners, TCP/IP, LAN/WAN, Frame Relay/ATM Networks, DMS500, IP unity, Octel network, DS3/OC3/OC12/OC48/OC192, Cisco/Juniper routers/switches, firewalls, and DNS, ensuring optimal functionality
  • Implemented innovative solutions while developing and documenting complex processes to ensure continuous and uninterrupted service of the network
  • Develop and document processes to ensure continuous and uninterrupted service of the network
  • Played a key role in the development and implementation of a standardized process for network element new node acceptance; collaborated with the Regional PMs during network build to integrate a series of steps to ensure fault management of specific elements
  • Provided exceptional coaching and leadership to dynamic teams, increasing productivity, and promoting a cohesive unit that worked effectively to provide efficient service
  • Collaborated with a team to improve the function within the Remedy Ticketing tool that deferred alarms in the IBM Netcool Fault Management System
  • Established departmental policies and procedures that ensured adherence to standardized fault management practices
  • Defined staffing requirements, oversaw the development of processes, policies, procedures, and controls, and developed the responsibilities and performance criteria associated with meeting the goals and objectives of the NOC Group.
  • Identified timeslots for preventive maintenance by examining work schedules and reducing service disruptions for network users.
  • Held change management meetings to inform impacted staff of forthcoming network downtimes and alterations.

Senior Manager Customer test and activation (CTAC)

Allstream
01.2007 - 01.2012
  • Collaborated effectively with the Director, Sales, SE, and order management professionals to devise Customer Test and Activation Center (CTAC) initiatives
  • Developed strategic business plans in alignment with customer support objectives within the CTAC while providing expertise and insight regarding required tools, processes, and reporting requirements
  • Supervised several teams comprised of three functional components: Voice, Data, and Internet and assisted in the design and implementation of IPCC call center for CTAC teams across Canada
  • Collaborated directly with engineers to help develop the automated functionality of provisioning to help control costs for the department
  • Worked within the confines of a set annual budget with an initiative to improve annual fiscal performance, assuming responsibility and accountability for the financial results of the team.

Technical Specialist (CTAC)

Allstream
01.2005 - 01.2007
  • Supervised 10 voice Operations Technicians within the customer test and activation center
  • Accountable for Testing and troubleshooting of business phone lines Across Canada, Testing and troubleshooting Digit and Analog Centrex lines, T1 (PRI), ISDN BRI, Dispatch field technician to repair customer lines and assist is testing, Testing Originating Equipment, Line card, and features using DMS500, Provision new business lines in DMS500 with all features; working with Business Office and Network Assignment Center to provide service to customers, Training of all new employees within the department.

Switch Technician

Allstream
01.2000 - 01.2005
  • Responsible for testing and troubleshooting of business phone lines Across Canada, Testing and troubleshooting Digit and Analog Centrex lines, T1 (PRI), ISDN BRI, Dispatch field technician for repair.

Education

MBA - Sustainable Commerce

College of Business And Economics, University of Guelph
Guelph, ON
10.2020

Bachelor of Science - Electronics Engineering Technology

DeVry Institute of Technology
Scarborough, ON
06.1997

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Staff Training and Development
  • Operations Management
  • Project Management
  • Customer Relationship Management (CRM)
  • Performance Management
  • Schedule Preparation
  • Performance Evaluations

Certification

  • ITIL 4 Foundation Certified, 2019
  • Six Sigma Green Belt Certified (SSGBC) , 2018
  • Design for Six Sigma Certified (DFSSC) , 2018
  • Project Management Essentials Certified (PMEC) , 2019
  • Workplace Mental Health Leadership certificate, 2018

Awards

Senior technical project, IEEE award winner February 1997

Training

  • DMS500 architecture/translations/provisioning/trouble shooting provided by Nortel
  • Octel voice mail system
  • Titan 5500/s system
  • EXFO IQS600 Test set fundamentals, provisioning, and testing
  • Adtran VoIP switch provided by Adtran University
  • Call center management essential skills by ICMI (international customer management institute)
  • Centrex phone system provisioning/troubleshooting by Nortel
  • Customer routing tool (CRT) provisioning and maintenance
  • IP Routing and MPLS networks
  • Session boarder controller (SBC) provisioning and maintenance by GENBAND
  • Service order activation (SOA) by Telencordia
  • Carrier VoIP Media gateway 15000 Operations, Maintenance, and configurations by Nortel
  • Sip Essentials by Global knowledge
  • Sylantro system SYL520 Operations, Maintenance, and configurations provided by Sylantro
  • Mitel 3300 Engineering guidelines provided by Global Knowledge
  • G9 Converged media gateway, Operations, Maintenance, and configurations by GENBAND
  • The accountable Leaders (for Leaders) by Knights bridge
  • AudioCodes CPE gateway by GENBAND
  • Customer Feedback management tool
  • IP telephony Trace and Monitoring
  • Key Policy awareness training
  • Essential tools for Leaders
  • Data access for VoIP services
  • Employee Coaching by Orbit Groups using COMPAS tool
  • Zhone MALC (Multi-access line concentrator) by Global Knowledge
  • Unified Messaging (UM) provisioning and troubleshooting
  • TCP-IP and subnetting by Global Knowledge

Languages

Urdu
Full Professional
Punjabi
Full Professional

Timeline

Manager, Business Provisioning

ACN Inc
07.2022 - 12.2023

Manager, Business Assurance

Bell Canada
01.2015 - 01.2022

Network Operations Manager

Allstream
01.2013 - 01.2015

Senior Manager Customer test and activation (CTAC)

Allstream
01.2007 - 01.2012

Technical Specialist (CTAC)

Allstream
01.2005 - 01.2007

Switch Technician

Allstream
01.2000 - 01.2005

MBA - Sustainable Commerce

College of Business And Economics, University of Guelph

Bachelor of Science - Electronics Engineering Technology

DeVry Institute of Technology

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Tahir Naroo