ASIF KHAN, PMP

Raleigh, NC 919-***-**** ad2pj3@r.postjobfree.com linkedin.com/in/amkhan4

PROGRAM MANAGEMENT LEADER

Accomplished Program Management Leader recognized for building and leading high-performing, large-scale global project teams that develop and deploy solutions to solve complex business problems. Recognized for extensive experience in the telecommunications industry in senior roles in services, quality, customer experience, program management and product engineering. Earned numerous awards for outstanding contributions. AREAS OF EXPERTISE

Program Management Solution Delivery Software Development Managed Services Software as a Service Leading Enterprise PMO Product Development Strategic Planning Continuous Improvement l Quality Management Customer Experience Management Professional Services Resource Staffing l Resource Management Leading and Motivating Teams Coaching and Guiding l Communication Skills l Achieving Results l Telecommunications l Leading Global Projects Contact Center CCaaS UCaaS Cloud Computing GCP PROFESSIONAL EXPERIENCE

AVAYA, Raleigh, NC 2008 - 2023

Program Manager, Professional Services (2018-2023) Led project management and engineering teams to deploy Avaya Cloud Solution.

• Completed planning to deploy and upgrade Lubrizol global Unified Communications (UC) network in nineteen countries and forty-five sites across four continents.

• Headed a team of engineering, professional services, and 3rd party vendors to build state of the art Contact Center as a Service (CCaaS) solution using Google Cloud Platform (GCP) for Wells Fargo to migrate over 23,000 agents.

• Successfully built a custom Cloud solution for Allstate and migrated over 10,000 agencies and 43,000 users to Avaya’s unified communications platform.

• Modernized Dell’s IT infrastructure globally by deploying Avaya state-of-the-art Contact Center and Unified Communication technology at Dell’s global IT centers in Austin Texas; Dublin Ireland; Penang Malaysia; and Bangalore India.

Manager, Product and Service Quality (2014-2018)

Program managed large global cross-functional projects, drove extensive business improvements.

• Earned the CEO Quality Award for reducing customer escalations rate by 70% over 3 years, by systematically identifying root cause and developing preventative measures.

• Chaired M&A efforts to successfully sell Avaya’s network business to Extreme Networks, by driving planning for transitioning resources, technology, process, and systems for Services.

• Developed services strategy and plans to drive customer adoption of two major products; directed 48 workstreams to focus on services quality, implementation, enablement, and sales. Customer Success Manager (2011-2014)

Recognized by Avaya’s top customers to be their champion, improved Net Promoter Score (NPS) by 180%.

• Improved customer satisfaction by 180% for all Avaya products (NPS score from 23 to 65) over 3 years by establishing automated customer alerts, tools, and processes to promptly address customer concerns.

• Owned Avaya’s top customer accounts, American Express and AIG, and designed best practices and templates to improve customer experience that was used for all of Avaya.

• Leveraged data analytics platform and worked with Sales to grow existing accounts; growing AmEx revenue grew by 30% as a result.

Project Manager (Professional Services) (2008-2011) Delivered world-class program management, ranked #1 among 100+ directors.

• Headed integration of components from technology partners, Cisco, Polycom, and Verizon, and delivered a world-class voice and data solution, winning a multi-million-dollar FedEx deal.

• Streamlined services delivery across regions for deploying Contact Center solution, aiding in winning the $10M Dell contract, among other deals.

• Chaired 71 deployment projects at AIG to modernize their Voice Network with Avaya technology. Managed 6 project managers and was recognized by the customer for timely execution.

• Managed multi-million-dollar project deploying UC and Telepresence technology for Stony Brook University. ADDITIONAL RELEVANT EXPERIENCE

NORTEL, Raleigh NC, Riyadh Saudi Arabia, and Ottawa Canada Lead Enterprise Architect Information Services

Regional Manager Enterprise Channel Sales

Manager of Telecom Product Development

Software Engineer Relational DBMS and Applications development EDUCATION & CERTIFICATIONS

Masters Computer Science

University of Waterloo, Canada

PMP Certification

PMI Institute, USA

AWARDS

• CEO Quality Award - 70% improvements in Service Quality and Customer Escalations.

• Presidential Circle of Honor Award - exceeding sales quota two years in a row.

• Technology Innovation Award - developing Software System that eliminated customer outages by 99% due to invalid software application downloads.

• Presidential Excellence Award - successfully transitioning strategic projects from Canada to US seamlessly, 30% under budget and 2 months ahead of schedule.

• Excellence in Service Delivery Award - delivering IT services across the globe for Nortel’s internal and external customers.

• Nortel Distinction of Honor Award - people management and talent development with nominations from seven direct and indirect reports. Ranked among the top 1% of managers.

• Nortel Merit Award - driving $10 Million in cost savings through technology platform migrations from Centralized to Distributed computing.

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