Dedicated IT project manager and application support manager with a proven track record of driving successful project implementations and ensuring seamless application support. Seeking to leverage expertise in project management, technical support, and team leadership to deliver efficient solutions and optimize organizational performance.
• Coordinating with Dev team for mobile screens development.
• Assuring each sprint is on track with quality assurance.
• Scheduling retrospective meetings after each sprint for review and improvements.
• Preparing business and functional test cases for UAT phase.
• Sharing weekly progress of the product team to Steering Committee.
• Led the mobile wallet support team, ensuring maximum uptime of the wallet platform.
• Coordinated with the development team to develop APIs according to use cases, facilitating seamless interaction between the mobile app and wallet host.
• Facilitated collaboration between the Middleware team, Core banking team, and business stakeholders to identify and resolve integration issues.
• Worked closely with the Product Team to drive new initiatives and manage ongoing projects, identifying optimal scenarios for development.
• Scheduled and conducted meetings to meticulously review BRDs and FSDs with Product and vendor stakeholders.
• Proactively identified and resolved conflicts among IT, business teams, and vendors, fostering a harmonious working environment.
• Delivered comprehensive bi-weekly/monthly progress reports on the IT department's activities to the Head of IT and senior management, ensuring transparency and accountability.
Project Coordinator
• Planning and initiating enterprise projects within the ITG group.
• Creating project plans for newly initiated projects and reviewing their BRDs
• Arranging the project kickoff meetings with all stakeholders to gather IT project requirements
• Monthly/Bi-weekly status and new initiative meetings with GH and GC of respective groups.
• To schedule weekly meetings, project status updates, review meetings, and liaison with project stakeholders to maintain the project schedule and efficacy.
• Performing IS and VAPT assessments and rectifying their observations.
• Arranging UAT environments for business teams, users, and cases in each project, respectively.
• Planning and ensuring smooth production deployment with proper application downtime
• Ensuring the submission of all project documents and sign-offs to management for project closure.
• Processing invoices for CRs and project-related payments
Project Coordinator (International Branches)
• Serving as the point of contact between NBP\'s international branches/locations and the Head Office.
• Consolidating the annual budget for international branches
• Assisting in acquiring soft licenses from the head office.
• Ensuring that all branches are following IT policies and ensuring their implementation;
• Reviewing the service level agreements (SLA) of respective vendors and branches.
• conducting UATs and providing the first level of support for a trade application for the EPZ branch.
• Maintaining IT inventories for international branches
• Conducting monthly meetings with international branches and providing feedback or assistance from head office.
• Processing license invoices provided by head offices to international branches.
• Managed digital banking projects with a team of six to provide technical support for ATM and contact center solutions.
• Assisting teams in SITs, UATs, and production deployments of projects
• Coordinating with application vendors and assisting team members to resolve application-related issues.
• Resolving audit observations and compliance from Regulatory (SBP).
• Liaison with the data center, OS, and network teams to plan, develop and implement releases and deployments in UAT and live environments.
• Coordinating with business stakeholders to understand their requirements for technical projects
• Identifying ongoing and re-occurring issues in fortnightly and monthly meetings with vendors and bank-wide teams.
• Conduct biweekly or monthly meetings with team members to identify and overcome gray areas.
• Managing Active Directory, DHCP Server, and User Administration
• Administering LAN/WAN links and resolving network-level issues.
• Managing and assisting teams of user desktops and server installations and configurations (of windows and servers).
• Administering the Windows-Server-Based Environment of Windows Server 2008
• Assisting teams in resolving server- and desktop-related issues through Event Viewer
• Assisted clients in understanding their technical concerns and assisting with the right service plans for their needs.
• Acknowledged customer issues and resolved their problems quickly and efficiently.
• Collaboration with the software development team to ensure on-time delivery of committed services
• Liaison with existing and new customers to discover their requirements and recommend certain products that could be useful for infrastructure.
Providing technical consultancy services for recording Solution of VoIP & WinSrv based banks contact centers infrastructure.
Deployment of LOGFINITY, MYNVOICE & NICE VoIP Recording Solution which includes Installation of Voice Logger, Call Logging Server, SAN & NAS.
Configuration & Maintenance of recording solution in multiple banks.
Coordinating with customers on different cases w.r.t queries to troubleshoot application and network based issues.
Generating Service & Health reports according to SLA.
Documentation of Ongoing IT & E-commerce projects.
Providing efficient and professional administrative support.
Planning & Schedule vendor meetings.
Negotiating with vendors on cost and quality.
Coordination for activities with other executives to ensure timely completion.
Purchasing of IT & maintenance products.
RESIDENTENGINEERCONTACTCENTER
• Providing onsite support of call center hybrid solutions (Avaya/Genesys) as resident engineer for Telenor Pakistan
• PRI and IP phone monitoring through the Avaya Site Administrator.
• Call Center Agent-User Creation and Monitoring of an Overall Solution to Avert Downtime of Services
• Deployment of solution upgrades, change requests, and resolving incidents
• Providing monthly and weekly reporting data as per customer requirements.
• LiaisonwithPTCLtoresolvePRIissues.
• Acknowledged customer onsite issues and resolved their problems quickly and efficiently related to the deployed hybrid call center solution from Avaya, Genesys, or NICE (Recording Solution).
SOLUTION CONSULTANT(IPPBXSOLUTIONS)
• Followedupwithcustomersensuringtheirsatisfactionwiththeirpurchases.
• Informing customers about current promotions and sales and encouraging them to take advantage
• Evaluatedthecustomers'needsandprovidedserviceoptionstomeettheirrequirements.
• Employed knowledge of VoIP solutions to make appropriate Product and service recommendations for clients
Contact Center Technology support for Avaya and Genesys Solution.
Technical Support of Avaya & Genesys Framework applications in single and multi-tenant environment.
Support and tuning of Genesys T-Server applications on Avaya S8700 and Avaya S8800 Call Manager in IP Telephony environment.
Backup & Recovery of SQL DATABASE.
Providing AVAYA pre/post sales consultancy to different customer.
Contact Center Technology support for NICE Recording Solution.
Providing resident engineer services for NICE recording Solution over VoIP & WinSrv based CC infrastructure.
Deployment of NICE VoIP Recording Solution in various OSPs which includes Installation of Voice Logger,Call Logging Server, SAN & NAS.
Configuration & Maintenance of NICE v3.2 & v3.5 VoIP recording solution in multiple Telenor OSPs.
Coordinating with vendor on different cases w.r.t queries to troubleshoot application and network based issues.
Generating Service & Health reports according to SLA.