Deep Shah

About Deep Shah

I am a Product Leader who bridges the gap between deep network infrastructure and modern AI strategy.With over 8 years of experience in the telecommunications sector, I have evolved from a hands-on Systems Technician to an Associate Director managing a portfolio of six critical network products. My expertise lies in taking complex, unstructured data—like customer \"Pin Drops\" or massive operational logs—and transforming them into clear strategic signals that drive Capital Expenditure (CapEx) and operational efficiency.My Core Philosophy:Technology should empower people, not complicate processes. Whether it is architecting a \"Next-Gen Ticketing System\" to unify Wireless and Wireline operations or implementing AI-driven RAG workflows (NotebookLM) to automate SOP generation, I focus on removing friction.Key Highlights:Leadership: Manage a team of 6 Product Owners across Regulatory, Customer Resilience, and Big Data products.Impact: Led a $20M program delivering $3M in run-rate savings.Innovation: Pioneered the \"Check Network Status\" tool, reducing call deflection by 10% and increasing NPS by 5%.I am passionate about the intersection of Generative AI and Network Operations, constantly looking for ways to use LLMs to streamline governance, backlog management, and executive alignment.

Experience

1. Associate Director Project Management

   Verizon

   Oct 2024 — Present · Basking Ridge, NJ, US

   Portfolio Leadership & AI Strategy: Leading a team of 6 Product Owners across a diverse portfolio of 6 critical network products, bridging the gap between Customer Experience (CX) and Network Engineering.Customer Resilience Ecosystem (CNS & ECHO): Directing the \"Check Network Status\"(CNS) and \"ECHO\" platforms, creating an end-to-end loop from fault identification to customer notification (SMS/Email). Empowering Care agents with real-time network visibility and managing \"Pin Drop\" logic to correlate complaints to network tickets- Data & Automated Triage: Spearheading a Big Data strategy that ingests unstructured network data to generate simple \"Health Scores\" for individual lines (5G/LTE/Femto), enabling significantly faster First Time Resolution (FTR) for Value, Postpaid, and Business segments.Unified Operations Architecture: Architecting the \"Next-Gen NRB Ticketing System,\" a centralized platform consolidating Wireless NMC, Wireline NMC, and Regional Field teams (SAP/TAP). Unifies ticket flows across all business units to optimize correlation between customer tickets and network faults.Regulatory Modernization: Built a ground-up Regulatory Communication System to streamline reporting to the FCC, OES, and E911 agencies. Designed for maximum engineering efficiency, replacing legacy processes with automated fault identification and direct-to-agency reporting Visualization UI: Delivering a unified User Interface for network engineers to visualize troubleshooting data across consumer, business, and femto cell segments.

Education

• DeVry University

  Bachelor's degree, Technical Management

  2013 — 2014

• Stevens Institute of Technology

  Master's in Network and communication Management, Project Management

  2020 — 2022

• Rutgers University–Newark

  Associate's Degree, Information Systems

  2010 — 2012

Skills

• Account Management
• Cold Calling
• Telecommunications
• Solution Selling
• Sales Operations
• Customer Retention
• Sales
• Lead Generation
• Customer Acquisition
• Cisco Nexus
• Customer Service
• Building Relationships
• Customer Satisfaction
• Training
• Direct Sales
• Marketing Strategy
• Cisco Routers
• Channel Partners
• Business Development
• Inventory Management
• Coaching
• Crm
• Employee Training
• Cisco Ios
• Sales Management
• Team Building
• Management
• Sales Process
• Competitive Analysis
• Customer Experience
• Selling
• Product Marketing
• Sales Presentations
• Social Networking
• Wireless
• Salesforce.com
• Product Management
• Cisco Technologies
• Store Management
• Leadership