Muhammad Bashir // MB

Experience

• 

  Advanced Bio-Medical Research Institute

  Apr 1997 - Aug 2000

  Systems Administrator

  Developed and Maintained windows server and workstations, and company website on Apache HTTP server.- Managed multiple remote office IT infrastructure and related staff. - Troubleshoot network issues. - Trained staff on use of office software and relevant Microsoft Windows operations.-

• 

  California State University, Fresno

  Oct 1998 - May 1999

  HelpDesk

  - Log, track and report all calls to Help-Desk. - Creating user ID’s and system access for new hires and staff. - Build/Rebuild desktop machines according to Office standards. - Troubleshoot problems remotely or on site as required.

• 

  Digital Island

  Oct 2000 - Jul 2004

  Software Quality Assurance Engineer

  Performed White box Software QA for proprietary Enterprise Content Delivery software, Intelligent Traffic Management system, Network Management tools and various customer facing reporting/portal tools which implemented an added value to ‘Content Delivery Network Solutions’.- Developed test plans, test definitions and built test environment from product specification.- Developed scripts for regression testing, stress testing and execute tests per schedule.- Performed client, server, web, and user interface testing.- Tracked, logged and analyzed defects. - Automated test plans using industry tools. - Updated previously developed test cases and test plans. - Communicated project results to developers and management. - Updated previously identified test cases and test scripts.- Qualified multiple products at one time. - Lead team of QA engineers for expeditious release cycle. Show less

• 

  Savvis (formally Digital Island)

  Jul 2004 - Feb 2007

  CDN Streaming Internet Systems Analyst

  Administered the global computing infrastructure that delivered CDN Streaming Internet Services. Various responsibilities / activities were as follows.- Manage Streaming servers and intelligent traffic management systems for optimum network performance.- Manage network infrastructure switches / routers to provide a secure computing environment.- Develop reporting tools to effectively monitor CDN Streaming network. - Answer customer calls and attend to the issue at hand in timely manner and escalate to Engineering and Development as necessary. - Worked closely with sales, activations team and customer during on-boarding process. - Managed and Installed global network software and hardware upgrades keeping the customer impact to a minimum. - Coordinated various network augmentation / maintenance projects with off-net data centers. Show less

• 

  Level 3 Communications

  Feb 2007 - Oct 2010

  Debug and resolve complex CDN network issues that involve multiple products such as storage, IP and CDN for maximum uptime, work on complex customer issues requiring thorough understanding of customer’s environment and related CDN network configuration, also be available for off hours support on an on call basis or for assistance during critical network issue. Various responsibilities / activities are as follows.- Manage and Audit network systems for optimal performance. - Work one on one with the customer to achieve resolution. - Daily review with global service delivery team of outstanding issues and review resolved issue for lessons learned. - Research and prepare outage / issue reports for customer delivery. - Liaison operation requirements such as tools developments and documentation concerns to Engineering and Development team for review and assist in reaching a solution. - Work with product on providing future roadmap feedback based on customer queries, concerns and market state. - Manage individual customer grooms projects to improve network performance and customer experience. - Work with technical documentation and service management/delivery team in building comprehensive documentation for quick on boarding of new staff and future reference. - Build self-reliance amongst the front line service deliver staff by assisting in managing day-to-day customer issues when needed. - Develop tools to assist in monitoring and debugging network issues. Show less Worked closely with Sales Engineers and Account Executives to facilitate a clean and comfortable on boarding experience for the customer. Various responsibilities / activities were as follows.- Review technical details with sales engineers and account executives. - Work with customers technical teams to answer questions concerns before service implementations. - Implement service configurations to customer’s satisfactions. - Resolve customer concerns and request for future growth with Engineering and Development. - After successful on-boarding brief service delivery on customer configuration nuances and expectations, and develop support documentation if needed. - Assist service delivery during the initial period, by being customers contact point for support queries. Show less

  • CDN Operations Engineer / Tier III

    Feb 2010 - Oct 2010

  • CDN Activation Technician

    Feb 2009 - Feb 2010

  • CDN Streaming Internet Systems Analyst

    Feb 2007 - Feb 2009
• 

  Edgecast

  Oct 2010 - Mar 2017

  Troubleshoot complex CDN network issues involving multiple components to ensure maximum uptime and address intricate customer concerns. Be available for off-hours support on an on-call basis or to assist during critical situations. Key responsibilities included: - Monitoring and auditing network systems for optimal performance. - Collaborating closely with customers and global service delivery teams for issue resolution and ongoing improvement. - Investigating and generating outage/issue reports for customer delivery. - Liaising with Engineering and Development teams to address operational requirements, such as tool development and documentation concerns. - Collaborating with the product team to provide feedback on future roadmaps based on customer inquiries and market trends. - Managing customer projects focused on enhancing network performance and experience. - Creating comprehensive documentation for efficient onboarding of new staff and future reference.- Fostering self-reliance among frontline service delivery staff by providing assistance when needed. - Developing tools to aid in monitoring and debugging network issues. Show less

  • Lead CDN Application Support Engineer

    Mar 2012 - Mar 2017

  • Senior CDN Application Support Engineer

    Oct 2010 - Mar 2012
• 

  Verizon Media

  Mar 2017 - Apr 2021

  - Lead a team of engineers and managers, key responsibilities included: - Aligning team goals with business vision and fostering a high-performance culture- Promoting collaboration, knowledge sharing, and customer satisfaction. - Collaborating with cross-functional teams to address operational requirements and drive growth. - Overseeing comprehensive documentation and process improvements for efficiency.- Managing customer projects focused on enhancing network performance and experience. - Implementing processes for tracking, reporting, and resolving network issues. - Establishing a feedback loop to improve product roadmaps and operational efficiency. Show less - Oversaw a team of engineers focused on resolving complex CDN network issues, key responsibilities included: - Establishing team goals, performance metrics, and monitoring overall progress. - Providing guidance, mentorship, and support to engineers, fostering a collaborative and growth oriented environment. - Coordinating with cross-functional teams, including Engineering, Development, and Product Management, to address operational requirements and improve customer experience. - Facilitating regular communication with customers to ensure their satisfaction and understand their evolving needs. - Developing and maintaining comprehensive documentation for efficient onboarding of new staff and future reference. - Ensuring the team stays up-to-date with industry trends, tools, and best practices for continuous improvement. - Overseeing the management of customer projects focused on enhancing network performance and experience. - Implementing and refining processes for tracking, reporting, and resolving outages and other network issues. - Creating a feedback loop within the team and with other departments to improve product roadmaps and overall service quality. - Encouraging innovation and the development of tools that assist in monitoring and debugging network issues. Show less

  • Senior Manager - Delivery Customer Support

    Mar 2019 - Apr 2021

  • Technical Manager - CDN Application Support

    Mar 2017 - Mar 2019
• 

  Edgio

  Apr 2021 - Dec 2024

  Director - Managed Security Operations Center

  - Spearheaded the development of an in-house SOC, leveraging automation, AI, and analytics to enhance threat detection and incident response, achieving a 70% cost reduction and positioning SOC as a strategic business asset.- Led strategic customer engagements with C-suite executives, fostering trust and securing multimillion-dollar deals by aligning security operations with business objectives.- Built and mentored a high-performing global security team, increasing customer support efficiency by 30% and team productivity by 75%.- Enhanced collaboration with engineering, sales, marketing, and product teams to address evolving security challenges and optimize solution offerings.- Directed high-impact incident management and response initiatives, ensuring swift resolution and continuous improvement in security operations.- Managed an offshore SOC, optimizing incident response and improving customer satisfaction by 25% through efficient hiring and management.- Cultivated a culture of continuous learning through knowledge-sharing initiatives and training programs, increasing technical proficiency by 35% and reducing escalations by 20%.- Strengthened workforce readiness by streamlining onboarding processes, expediting issue resolution, and enhancing security expertise across teams.- Implemented innovative project management strategies to ensure timely and effective delivery of security initiatives.- Partnered closely with stakeholders to safeguard critical assets, reducing false positives and minimizing potential vulnerabilities to less than 1%. Show less