Usaima Rehman

• Successfully implemented ITIL service management policies, procedures, and standards, driving consistent and high-quality service delivery across diverse projects.
• Developed and executed impactful service strategies aligned with business goals, effectively meeting customer requirements and enhancing their experiences.
• Led the design and development of innovative IT services and improvements, leveraging industry best practices to elevate customer satisfaction.
• Expertly managed service transitions, ensuring seamless deployment of new services and smooth integration of changes, minimizing disruptions to operations.
• Proactively monitored service performance, swiftly conducting root cause analysis to identify and resolve issues, minimizing downtime and optimizing performance.
• Diligently managed service-level agreements (SLAs), consistently striving to meet and exceed service targets, delivering exceptional service to valued customers.
• Fostered and nurtured relationships with internal and external service providers, fostering efficient collaboration and seamless service delivery.
• Demonstrated expertise in developing and managing service budgets, optimizing costs while delivering cost-effective solutions and upholding service excellence.
• Provided strong leadership and motivation to service teams, offering clear direction, coaching, and support to drive high performance and ensure customer satisfaction.
• Conducted regular comprehensive service reviews, analyzing performance and reporting to stakeholders, showcasing achievements and identifying areas for improvement.
• Consistently ensured that services went above and beyond customer expectations, delivering efficient and effective solutions that contributed to the overall success of their business operations.

• Demonstrated excellence as a Service Delivery Manager, successfully handling customer projects for renowned organizations such as Maersk Oil, Bloomberg, and SITA.
• Provided seamless connectivity over Packet Optical Transport Network (POTN) for Maersk Oil, enabling efficient and reliable operations.
• Delivered global connectivity via MPLS-IPVPN for Bloomberg and SITA, ensuring secure and scalable network solutions to support their global operations.
• Led the technical project management for the network refresh program at Doha Bank, revitalizing their existing network infrastructure with advanced Cisco solutions and hardware.
• Collaborated closely with customers to understand their specific requirements and deliver tailored solutions that met their unique business needs.
• Managed project timelines, resources, and budgets effectively, ensuring projects were delivered on time and within budgetary constraints.
• Proactively identified and mitigated risks, ensuring smooth project execution and minimizing potential disruptions.
• Acted as the primary point of contact for customers, maintaining open lines of communication, managing expectations, and addressing any issues or concerns promptly.
• Fostered strong relationships with customers, ensuring their satisfaction throughout the project lifecycle and beyond.
• Leveraged expertise in advanced Cisco network solutions and hardware to design and implement efficient and scalable network infrastructures.
• Monitored project progress and provided regular updates to stakeholders, ensuring transparency and alignment with project goals.
• Demonstrated a customer-centric approach, striving to exceed customer expectations and deliver solutions that contributed to their overall success.
• Upheld a high standard of service delivery, consistently ensuring that projects were completed to the highest quality standards and customer satisfaction.

• Served as a senior network engineer with a strong focus on MPLS, BGP, OSPF, STP, and UC technologies.
• Played a key role in configuring and managing BGP and OSPF routing protocols, enabling seamless connectivity and efficient traffic routing.
• Proficiently handled STP (Spanning Tree Protocol) for network redundancy and high availability, minimizing downtime and ensuring network stability.
• Actively contributed to network planning, capacity management, and performance optimization to meet the evolving demands of the organization.
• Collaborated with cross-functional teams to ensure seamless integration of network components and technologies, delivering comprehensive solutions.
• Conducted thorough network analysis, troubleshooting, and performance tuning to optimize network performance and minimize disruptions.
• Acted as a technical resource, providing guidance and support to junior engineers, fostering knowledge sharing and professional development.
• Actively contributed to resolving operational issues, providing timely and effective solutions to maintain network performance and minimize disruptions.

• Conducting comprehensive end-to-end testing of bug fixes on Cisco platforms, ensuring the quality and reliability of software and hardware solutions provided to major service providers such as AT&T, NTT, and Verizon.
• Collaborating closely with development teams to ensure proper implementation and testing of bug fixes, facilitating effective communication and alignment between testing and development efforts.
• Designing and executing meticulous test cases to validate bug fixes, employing a systematic approach to identify potential issues and ensure the integrity of Cisco platforms.
• Utilizing a range of tools and techniques to perform rigorous stress testing of bug fixes, guaranteeing that they meet stringent performance requirements and can withstand demanding operational conditions.
• Analyzing test results meticulously and providing valuable feedback to development teams, contributing to the continuous improvement of bug fixes and their overall effectiveness.
• Identifying and developing new test cases to enhance the breadth and depth of bug fix coverage on Cisco platforms, addressing potential vulnerabilities and edge cases.
• Maintaining and updating the test automation framework specifically designed for bug fix testing on Cisco platforms, streamlining testing processes and improving efficiency.
• Delivering training and support to fellow team members, sharing knowledge and best practices for bug fix testing processes on Cisco platforms, fostering a collaborative and high-performance environment.

• Designed and implemented innovative network solutions that successfully enhanced network connectivity and performance for ITC's main headquarters and branches.
• Installed, configured, and provided ongoing support for a diverse range of network equipment, including routers and switches, to ensure seamless and reliable network connectivity.
• Managed the procurement process for network equipment and subcontractors involved in network installation, ensuring timely and cost-effective delivery to meet ITC's connectivity requirements.
• Monitored the network performance closely, conducted thorough troubleshooting, and implemented effective solutions to optimize network performance and minimize downtime.
• Scheduled and executed network equipment upgrades, ensuring the utilization of the latest firmware releases for improved functionality and security.
• Provided regular and comprehensive reports on network status to key stakeholders at ITC, keeping them well-informed about the network performance and any necessary actions.
• Conducted detailed investigations of network faults, identifying root causes and implementing efficient remediation strategies to maintain uninterrupted network connectivity for ITC's operations.

As a Network Consulting Engineer at Capgemini, I played a pivotal role in supporting the esteemed client, Alcatel-Lucent, and excelled in handling various aspects of their network operations. My key responsibilities included:

• Conducting comprehensive monitoring of the network infrastructure to ensure optimal performance, promptly identifying and resolving any issues or anomalies.
• Managing device and iOS upgrades, diligently ensuring that the network environment remained up-to-date with the latest technologies and security patches.
• Implementing robust patch management strategies, proactively addressing vulnerabilities and ensuring the highest level of network security.
• Successfully overseeing the roll-out of new sites, coordinating seamless integration into the existing network infrastructure and ensuring uninterrupted connectivity.
• Collaborating closely with cross-functional teams and stakeholders, actively gathering requirements, designing effective network solutions, and delivering impeccable implementations.
• Providing expert guidance and troubleshooting support, resolving complex network issues efficiently to optimize overall network performance.
• Maintaining meticulous documentation and conducting knowledge transfer sessions, facilitating smooth ongoing network management and support.

• Monitored network devices to ensure optimal performance and uptime.
• Resolved network issues promptly, minimizing downtime and ensuring customer satisfaction.
• Documented and tracked network incidents, enabling efficient troubleshooting and analysis.
• Collaborated with cross-functional teams and vendors to address complex network problems.
• Managed alarms and escalations, ensuring timely resolution of critical issues.
• Proactively optimized network performance to deliver reliable and high-quality services.
• Played a crucial role in maintaining network availability and meeting service level agreements (SLAs).
• Provided exceptional support to customers, enhancing their overall network experience.
• Contributed to the continuous improvement of network operations and processes.