Wajeeha Hamid

Managing a portfolio of 50 key accounts within telecommunications and multiple sectors across the APAC region.
Conducted risk assessments and formulated mitigation strategies to proactively address client concerns and minimize churn.
Responding to customer inquiries and issues, ensuring timely resolution and satisfaction. Handling 20-25 inquiries per week.
Developing and updating process guidelines for the Customer Success Managers (CSMs) team to streamline workflows and improve service delivery.
Cross Team collaboration i.e. sales, renewals teams, field representatives, support, and Product Managers to align strategies and ensure seamless customer experiences.
Facilitating pitching sessions with Product Managers to present upcoming services and enhancements, adding value to client relationships and fostering upsell opportunities.
Retention: Conducting annual service reviews with clients to evaluate performance, and identify opportunities for service improvement.
Renewals: Worked closely with the renewal team and Account Management team to retain clients by addressing identified risks and highlighting value propositions.
Expansion: Expanding revenue from existing accounts through strategic upselling and cross-selling efforts with Sales and Partner Managers.

• Verification of New Features: Concentrating on key functionalities of Open Source MANO (OSM), OpenRAN, Open Air Interface, and SD core for 5G telecom networks. Collaborating with engineering teams to develop and review new features.
• Private Mobile Networks: Selecting the optimal solution for core and RAN, automating the process using Canonical's internal technologies such as Juju and charms to ensure seamless operation.
• Cross-Team Collaboration: Acting as a central point of contact for all product stakeholders, including professional services teams, sales, marketing, and customer success teams.
• Customer Management: Overseeing existing customer relationships and engaging with potential customers through various channels and external events.
• Open Source Leadership: Leading the Open Source MANO community in collaboration with internal engineers and holding key positions. Serving as the MARCOM chair for ETSI OSM. (link at the end)
• Pricing and Support Strategy: Establishing the pricing and support models for the product.
• Boosted product adoption by designing and executing effective marketing strategies. Formulated comprehensive go-to-market plans to ensure successful product launches and strong brand positioning. (link at the end)
• Enhanced product performance through data-driven analysis and ongoing improvement efforts.
• Team Recruitment: Managed a team of over 10 engineers in product engineering and recruited an additional four engineers.
• Reported to the CEO of Ubuntu for a year i.e."Mark Shutlleworth" who hired me.

• Dell USA Cloud Lab: Managing the planning and execution of establishing a telecom networking lab in Texas Dell office USA, including overseeing inventory management, budgeting, and operational logistics for all information systems installations.
• Dell USA Cloud optimization: Heading a team and managed Dell's expectations to improve the OpenStack-based cloud infrastructure's performance by implementing NFV (Network Function Virtualization) features such as OVS-DPDK, SR-IOV, NUMA, and Hugepages.
• Open Source Initiatives: Developing projects centered on deploying, integrating, and demonstrating practical use cases of advanced telecommunication technologies such as ONOS, ONAP, CORD, OpenStack, and OSM.
• Open Source MANO (OSM) Contributions: Making significant code contributions (https://osm.etsi.org/gerrit/#/q/hamid) for monitoring cloud resources, particularly AWS, using OSM plugins. Gaining a thorough understanding of VNF and NS descriptors.
• ETSI Compliance: Assembling a team focused on maintaining adherence to ETSI (European Telecommunications Standards Institute) specifications.
• OVS Porting: Adapting the OpenFlow switch to traditional hardware and creating custom modules for Marvell XCAT. Developed IPCs and RPCs using Netlink APIs to facilitate communication between OVS and the Linux Kernel.
• JIRA Expertise: Leading projects based on Agile methodologies and sprints on Jira and assigning tasks to the internal team.
• vBRAS product development: Supervising budgeting and team oversight in the creation and testing of a virtual BNG (Broadband Network Gateway) for a local ISP, with an emphasis on functionalities like authentication, authorization, accounting, and bandwidth management at the network edge. Developing task management and reporting procedures.
• Consumer Cloud: Managing autoscaling and workload migration from CloudStack/XEN hypervisor to OpenStack/KVM.
• Research Project: Applying machine learning techniques to classify internet traffic.

• Evaluated vendor proposals for equipment procurement, selecting optimal solutions based on performance requirements.
• Collaborated on interdisciplinary teams to develop creative, cost-effective solutions for complex projects.
• Created practical learning experiences for students in courses like Electrical Circuit Analysis and Digital System Design for 12-16 experiments each.
• Collaborated with faculty and researchers to develop innovative solutions. This includes projects like performance analysis of ALUs and methodologies for ongoing research.
• Been an inventory head for the lab for few months, worked on the latest technologies of controllers for robotics. Participated in National Robotics competition for soccer.
• Published research papers in as first and second authors (link at the end)

• Network Security Protocol Development and Funding Acquisition: Creating a robust protocol for secure communication in mission-critical networks, focusing on key security challenges in the red and black region. Estimating infrastructure costs for framework deployment and securing funding for further research and electronic equipment for the department. Now, the hardware has been created, hired the team and got funded by National cyber security department in Pakistan. (Attached is the thesis)
• Resolving Bit Transmission Issues for VGA Cable Communication: Identifying and addressing bit transmission issues for reliable communication through VGA cables. Designing and simulating the electric circuits connected to the cables and evaluating results across various output scenarios.
• Design and Deployment of Mininet Topologies for SDN Load Balancing: Leading the design and deployment of Mininet topologies optimized for load balancing in Software-Defined Networks (SDN) within the telecommunication sector.
• Boosting Core Performance with DPDK: Enhancing the performance of our system cores by leveraging Data Plane Development Kit (DPDK) methodologies. This research significantly improved the throughput and efficiency of our network infrastructure.