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概要
A results-oriented solutions-driven professional with a decade of experience coordinating, managing, planning, analyzing, developing, supporting, and maintaining web, desktop, and mobile BI/analytics, real-time, knowledge, training, support, finance, billing, and management projects, applications, and systems in telecom, insurance, HR, automobile, finance, lease, capital, and support industries both nationally and internationally, for 500+ big companies worldwide.
工作经历
Manager Applications Support
Responsible for managing development and support projects, performing project and system management, analysis, and reporting as well as overseeing product and process compliance/audit for insurance and HR products and clients nationally and internationally.
Improved project planning, scheduling, monitoring/tracking, and delivery, reducing costs by 19 – 28%, improving NPS by up to 33 points, and reducing risks by 35%.
Improved resource management and utilization by 17 - 51% and reduced resource requirement by 24 - 67%.
Improved TAT by 16 - 36%, quality by 15 - 22%, and NPS by 23 points.
Implemented processes for audit/compliance (documents, financial limits, inventory, KPIs, etc.) increasing compliance by 33%.
Sr. Application Support Engineer
Responsible for providing crucial technical support for Stock exchanges of Pakistan, Ghana, Zimbabwe, South Africa, and Malavi to ensure product performance and quality. Led projects including OS and DB implementation, deployment, configuration, and documentation.
Maintained TAT at 4 hours, quality at 85%, and NPS at 80 points.
Created playbooks for resolution of 100% of ticket/issue types, decreasing time consumption by 35%.
Hardware resource requirement reduced by 24 - 67%.
Client Services Analyst
Responsible for coordination and management of projects in the automobile sector including prominent companies like Mercedes, BMW, Toyota, and more. I oversaw project management, relationship management, software testing, contract negotiation, and issue resolution.
Maintained TAT at 6 hours, quality at 97.5%, and NPS at 90+ points.
Improved resources, task, and process management by up to 10%.
Reduced risk by 7% and project costs by 5%.
Technical Support Engineer
Responsible for managing Tier-III support for 20 global telecom operators in the UK and US, addressing M2M service and device. Monitored system performance, improved issue resolution processes, and initiated regular reporting for clients.
Maintained TAT at 8 hours, quality at 95%, and NPS at 70 points.
Improved problem management by 80%.
Improved hardware management by 15% and reduced connectivity issues by 92%.
Web Developer
Created comprehensive software documentation (SRS, STD, SDD, ERDs, Use Cases, etc.) for real-time communication projects, designed user interfaces, and contributed to HTML5, CSS3, JavaScript as well as jQuery-based web development. Also worked on front-end XMPP interactions utilizing Strophe.js
