Helpdesk Management: Spearheaded plan by working with developers & the leadership to revamp the helpdesk management system.
·   Increased ticket generation to 80% by steering the redesign efforts for helpdesk management system, enhancing user interface of the system and introducing automation and end user ticket generation functionality.
·   increasing user satisfaction by 25% by applying simpler process flows, improving efficiency by 40% in ticket resolution

·   Collaborated with developers and users to align new features, boosting productivity by 30% and reducing support calls by 20%.

Functional Support: Acted as the primary point of contact, for ensuring functional support of ERP and Mobile App

·   Brought down ticket generation by 15% by identifying common issues and engaged in first-level functional support for ERP systems.

·   Increased mobile app rating by 60% by Collaborating with the CRM Department to address customer-related issues in the mobile app, ensuring seamless functionality.

·   Accelerated issue resolutions by 25% by identifying and directing complex technical issues to relevant teams.

Power BI Dashboards / Reports: Initiated and lead Power BI implementation, creating and deploying Reports and Dashboards.

·   Implementation Power BI report server increased data accessibility and facilitated a 40% improvement in decision-making speed.

·   Administered subscriptions for reports, ensuring weekly and monthly delivery of crucial data to stakeholders, which enhanced strategic planning and operational reviews.

·   Boosted user engagement by 35% by teaming up with end users to tailor dashboards and reports to meet business needs.

Access Management: Headed the revamping of the access management module with introducing the following features.

·   Enabled creation/disabling of ERP users and assignment of privileges through the module's interface, eliminating the need for manual SQL scripts cutting process completion by 70%.

·   Achieved 80% faster approvals by automating approval workflow within the module, reducing manual data entry and streamlining access request processes.

·   The new features halved the time taken for user creation and privilege assignment, enhancing operational efficiency.

Oracle HRMS Implementation: Participated in the full-scale implementation of Oracle EBS HRMS, at Dubai Islamic Bank Pakistan Ltd.
·   Collaborated with stakeholders to gather requirements, achieving alignment across all levels from director to end-user.
·   Orchestrated the development of UAT scripts, AS-IS to TO-BE documents and user manuals to ensure smooth system adoption.

·   Uploaded data into the ERP system utilizing tools, effectively cleansing and importing data from the legacy HRMS system.

Functional Support for Oracle HRMS: Delivered functional support for HRMS modules to multiple clients, both on-premises and remotely.

·   Carried functional support across multiple Oracle HRMS modules, enhancing client operations.

·   Functioned as the initial point of contact for multiple clients, efficiently managing inquiries and support requests.

·   Identified functional and technical issues, delegating to technical consultants appropriately to ensure swift resolution.

Operational IT Support: Overlooked IT hardware and operating system issues, including purchasing hardware and resolving internet
connectivity issues, to maintain smooth operations and enhance organizational productivity.

MS Dynamics AX Implementation: Liaised between user departments (HR & Supply Chain) and the onsite implementation team.
·   Entered legacy data into the newly implemented system, ensuring data integrity and smooth transition from legacy systems.