Professional Summary

Shahin is a highly regarded IT professional with more than 17 years of industry experience, including serving as a Technical Consultant for leading Australian organizations. He brings extensive expertise in IT Service Delivery, Project Delivery, Major Incident Management, Customer Engagement, Business Analysis, Incident Management, and Problem Management.

Shahin has a proven track record of aligning technology strategy with business objectives, leading enterprise-level IT initiatives, improving operational efficiency, and delivering critical projects within schedule and budget.

Core Expertise

IT Service Delivery

• Managing enterprise IT service operations

• Ensuring service delivery meets SLA and OLA commitments

• Driving operational excellence and continuous service improvement

• Improving service availability, uptime, and system reliability

Project & Program Management

• Delivering enterprise-scale IT projects on time and within budget

• Leading hardware upgrade and infrastructure enhancement initiatives

• Managing Office 365 and Microsoft Teams deployment programs

• Coordinating technology implementation and enhancement activities

Incident & Problem Management

• Managing major incidents and minimizing business impact

• Leading incident response and resolution activities

• Identifying root causes and implementing long-term improvements

• Improving reporting and operational monitoring processes

Business & Stakeholder Engagement

• Collaborating with business and IT stakeholders

• Building trusted relationships across departments

• Supporting strategic technology planning and prioritization

• Leading business improvement and transformation initiatives

Vendor & Team Management

• Extensive vendor management experience with major technology providers including Dell and HP

• Leading and mentoring IT analysts and service delivery teams

• Monitoring team performance and service effectiveness

• Driving KPI improvements aligned with business goals

Leadership & Strategic Contributions

Technology Strategy Alignment

• Engaged with business and IT stakeholders to align technology strategy and priorities

• Supported technology decision-making processes that delivered measurable business impact

• Developed business cases for enterprise technology investments

Team Leadership

• Led IT analysts responsible for technology implementations and enhancements

• Provided direction and operational guidance to service delivery teams

• Ensured operational activities were maintained at expected service standards

• Motivated teams toward achieving business objectives and service excellence

Operational Excellence

• Evaluated service effectiveness across multiple teams

• Improved reporting processes and captured operational data for continuous improvement

• Undertook service improvement initiatives aligned with evolving business needs

• Made business-critical decisions to meet customer expectations and operational targets

Key Project Achievements

Microsoft Teams & Office 365 Program

Successfully delivered all aspects of the Microsoft Teams and Office 365 implementation program within the approved schedule and budget.

Faculty Hardware Upgrade Project

Successfully completed faculty hardware upgrade and enhancement initiatives within the allocated timeframe and budget.

IT Hardware Procurement

Managed and completed IT hardware procurement activities while maintaining budget compliance and operational efficiency.

Service Improvement Initiatives

Improved service availability and reduced system downtime through proactive operational management and continuous improvement practices.

Professional Strengths

• Strong business analytical capability

• Excellent stakeholder communication skills

• Proven leadership in enterprise IT environments

• Strong customer engagement and relationship management

• Ability to manage high-pressure operational environments

• Strategic planning and execution expertise

• Commitment to operational excellence and service quality