Talal Shaheen

Led fixed network service delivery for Consumer and Enterprise customers, managing 300 employees across field and offshore operations. Directed end-to-end service fulfillment, improving SLA performance and customer satisfaction. Implemented same-day installation and workforce optimization initiatives to enhance productivity and service quality. Supported rollout of Fixed Wireless Access and Ultra Broadband services and delivered a successful RFP with top technical ranking and lowest commercial cost.

Managed service assurance and complaint resolution operations for fixed Consumer and Enterprise customers, leading a team of 135 employees. Drove service recovery initiatives, reducing daily trouble tickets by 20% and minimizing repeat faults through proactive post-installation monitoring. Improved first-contact resolution by empowering front-office teams and implementing direct transfer processes between customer care and technical support. Monitored KPI/SLA performance and improve operational efficiency.

Led 24/7 Transport Operations across IP and Transmission domains, ensuring network availability, fault management, & service continuity. Managed a team of 35 engineers and analysts in a round-the-clock environment, driving rapid incident detection, escalation, & resolution. Coordinated fiber & site recovery activities, planned network changes to enhance reliability, delivered technical cross-training programs, led disaster recovery exercises, & produced management reports on incidents & change performance.

Managed shift operations within a Telecom NOC, ensuring stable network performance and timely incident response. Supervised real-time monitoring, critical alarm management, & major incident escalation while tracking service restoration. Developed an HPSM dashboard for ticket flow, SLA, and performance metrics. Trained over 100 operations staff on KPIs & customer service standards, coordinated shift handovers & change activities, improved response times through effective field & resolver team collaboration.

Delivered field and remote technical support for enterprise and residential telecom customers, ensuring reliable service delivery and customer satisfaction. Installed, activated, and maintained Voice, Broadband, IPTV, MPLS, and Wi-Fi services. Diagnosed and resolved service faults, replaced defective equipment, performed remote configuration & troubleshooting activities. Supported customer onboarding, network monitoring, incident management, preventive maintenance while maintaining service quality standards

Canada University Equivalency: WES ECA 4872303 Germany University Equivalency: ZAB LN2025/16716-1