The Dime Technology
I’m Shahid Alam, a telecom and operations professional with 11+ years of experience in ISP and telecommunications, specializing in service operations across WiFi, FTTH/FTTx, and NOC support.
About
I’m Shahid Alam, a telecom and operations professional with 11+ years of experience in ISP and telecommunications, specializing in service operations across WiFi, FTTH/FTTx, and NOC support. I’ve led network expansion and coordinated customer support, field operations, and technical teams to handle faults, escalations, and incidents in both B2C and B2B environments—always with a strong focus on SLA-backed resolution and customer impact.
I also enjoy turning complex network challenges into clear, repeatable workflows. From ticket categorization and escalation paths to documenting customer journeys and operational playbooks, I work to make troubleshooting faster and more consistent. Since 2022, I’ve managed global freelance technology projects with distributed teams, handling planning, risk management, and stakeholder communication while bridging technical delivery with real customer experience needs.
- 11 years' experience
Industry experience
- Telecommunications
- Computers & Electronics
- Professional Services
More experts in Kathmandu, Nepal
Work experience
Led network expansion and operational coordination within an ISP environment, working closely with Customer Support, NOC, Field Operations, and technical teams. Coordinated FTTH, GPON/EPON, and wireless operations by defining fault-handling, escalation, and resolution workflows; set ticket categorization and routing logic; and served as an escalation point for complex, customer-impacting network issues. Documented end-to-end customer journeys from service request and activation through incident resolution and follow-up for both B2C and B2B services. Supported proactive monitoring by mapping alarms/events to actionable incidents and escalation triggers, and created operational playbooks and technical documentation to improve consistency. Additionally managed end-to-end FTTH/WiFi deployment initiatives, including scalable HLD/LLD design, routing and network integration, configuration support for BGP/OSPF/MPLS/SD-WAN, and GIS-based fiber route mapping to improve deployment efficiency.
Education
Certifications and awards· 9
Testimonials · 5.0 from 1 review
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