Isaac Khan ad2gbz@r.postjobfree.com • 321-***-**** • Orlando, Florida

Director of Operations Profile

Career Experience

ZT Group (ZT Systems & Variscale Services & Engineering Inc), Secaucus, NJ Jan 2019 – Present Director – Global Services Operations Program/Project Management

• Implemented ServiceNow for two major clients, Microsoft and Verizon, and Workday for internal business operations.

• Built the TL 9000 Quality Management System (QSM) certification requirements for design, development, production, and service provision for the Information & Communication Technologies (ICT) industry. Passed all internal and external audits.

• Negotiated with stakeholders to address operational issues, maintaining a 99% resolution rate.

• Managed cross-functional evaluations and technical reviews to eliminate bottlenecks and deliver results.

• Piloted a robust service desk team, achieving customer SLA compliance and team KPI while multitasking specialized cases.

• Reinforced service operations across 91 sites with a 97% SLA rate, handling over 3,000 tickets annually.

• Developed SOPs, communication scripts, and guidelines for the team, including customer service hotline and email distribution processes, RMA workflow criteria, SharePoint drive structure, and administrative procedures. Verizon, Lake Mary, FL Sep 2014 – Jan 2019

Senior Manager – Financial Systems Operations Program/Project Management Feb 2018 – Jan 2019

• Implemented financial systems enhancements to align with organizational strategies, translating functional and operational objectives into team goals.

• Created and managed Statements of Work, setting clear team and project expectations, defining milestone timelines, and evaluating project results and KPIs.

• Oversaw projects with durations exceeding one year and budgets exceeding $5M, ensuring successful completion within the specified timeframe and budget.

• Completed high-profile, complex projects to improve business processes, enhancing customer and employee satisfaction. Manager – Financial Systems Operations Program/Project Management Feb 2016 – Feb 2018

• Integrated XO Communications into Verizon SAP ERP within six months of acquisition, under budget and on schedule.

• Managed a team of thirty-seven resources and a budget of $7.8M to ensure timely and cost-effective integration.

• Achieved 90% finance synergies and zero defects reported during the first month-end close post-integration.

• Conducted thorough research and analysis to identify market opportunities and emerging technologies, enabling the development and execution of targeted strategies.

Consultant – Finance Operations Program/Project Management Sep 2014 – Feb 2016

• Engineered an automated metrics and reporting dashboard to track and analyze payment transaction processing costs, saving $5M to $7M.

• Implemented a secure and convenient bill payment service, increasing on-time electronic payment volume by 12% and improving customer satisfaction.

• Managed customer payment strategy requirements for the divestiture of Verizon wireline business in FL, TX, and CA to Frontier Communications.

• Conducted regular audits and assessments of payment processing systems and procedures to identify and address potential security vulnerabilities.

• Streamlined processes and workflows by identifying bottlenecks and implementing optimized solutions, leading to an improvement in operational efficiency and a reduction in costs. Additional Experience

Financial Analyst – Financial Planning & Analysis (FP&A), Sears Home Services, Longwood, FL Financial Analyst – Benefits Operations, Aon Hewitt, Orlando, FL Education

Master of Business Administration - Strategic Business Management Hofstra University, MBA with Distinction; Beta Sigma Gamma Academic Honor Society, 2018 Bachelor of Science - Applied Economics & Management Cornell University, Cum Laude, 2011

Certifications

Project Management Certification, Cornell University, Dec 2023 Technical Skills

Microsoft Office Suite (Access, Excel, PowerPoint, Project, SharePoint, Word, Teams), SAP, PeopleSoft, ServiceNow, Tableau, Confluence/Jira, Hyperion Planning, G Suite, Workday Areas of Expertise

• Business Operations Management

• Project Management

• Change Management

• Business Acumen

• People Management

• Automation & Infrastructure

• Cloud Infrastructure & Security

• Mentoring & Leadership

• GAP/Root-Cause Analysis

• Story Telling & Presentation

• Risk Management

• Process Optimization

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