AMZAD MIRZA

Provide Technical Service Delivery (Contact Centre & Telephony - Unified Communication) for the Federal client (Department of Agriculture)

Responsibilities:

• Own end-to-end Technical Service Delivery for enterprise telephony platforms, ensuring SLA compliance, resilience, and service excellence
• Lead operational management of Cisco Unified Communications, NICE CXone contact centre platform and Microsoft Teams Phone environments, including SIP, SBCs, and carrier integrations
• Act as a senior escalation point for critical voice incidents, driving root cause analysis and long-term remediation
• Govern change, release, and service transition activities for telephony migrations, upgrades, and new deployments
• Partner with clients, vendors, Project Managers, and internal stakeholders to align telephony services with business objectives
• Collaborate with other teams to maintain technical governance, security oversight, and compliance for enterprise voice services
• Deliver executive reporting on service performance (KPI's, SLA breaches, trends), risks, and improvement initiatives
• Provided technical input on customer purchase order creation, and contract renewals

Achievements:

• Developed and implemented strategic continuous service improvement through proactive monitoring, capacity planning, and performance optimisation
• Delivered highly available enterprise telephony services across Cisco, NICE CXone Contact Centre and Microsoft MS-Teams platforms, achieving 99.99% uptime
• Assisted with large-scale migration to Microsoft Teams Phone, modernising voice services and reducing operational complexity
• Implemented governance, security, and compliance controls for enterprise voice, including emergency calling
• Reduced incidents and recovery times through proactive monitoring and strong major incident leadership
• Drove cost optimisation through licensing, carrier, and infrastructure rationalisation

Managed business-critical IT and unified communications services for Federal clients.

Responsibilities & Achievements:

• Delivered and supported enterprise unified communications and video collaboration services for Federal clients
• Acted as senior escalation point for complex incidents and service issues across voice and video platforms
• Supported incident, problem, and change management processes in ITIL-aligned environments
• Partnered with vendors and internal teams to resolve high-impact service issues
• Contributed to process improvements, operational documentation, and service optimisation initiatives
• Consistently exceeded service performance targets within a high-pressure, security-cleared environment
• Led technical support initiatives, enhancing customer satisfaction and service efficiency.
• Developed and implemented troubleshooting protocols for network issues, reducing resolution time.

Managed business-critical IT and unified communications services for large enterprise clients.

Achievements:

• Reduced downtime through proactive monitoring and issue resolution
• Designed and implemented communication systems to enhance network performance and reliability.
• Collaborated with cross-functional teams to troubleshoot and resolve complex technical issues.
• Led migration of 5000+ users to Cisco UC platform
• Improved onboarding through training materials and self-service documentation

First Level of technical support for 100s of large enterprise clients

Responsibilities:

• Provided 24x7 network operations centre (NOC) support for Major network incidents and level one support - Servers, Virtual Environments, Cloud Computing, Security and Unified Communications

Managed IT infrastructure, ensuring optimal performance and uptime across all systems within Contact Centre environment..

• Responsible to manage the store and provide customer service.
• Supervised daily operations, ensuring compliance with company policies and procedures.
• Trained and mentored staff to enhance customer service and operational efficiency.