Sr. Manager IT Development and Maintenance / Sr. Business Analyst
Roshan Telecom. Kabul, Afghanistan
juillet 2008 - décembre 2012
• Lead on multiple projects, Responsible for the project management throughout the entire project lifecycle, including project initiation/proposals, project delivery, business liaison / stakeholder management, post implementation review and project close out / handover, Change Management. Managed DWH, CRM, In-house development, Contact Center, Lead post-paid monthly Billing team, resources and projects. OCS (Huawei Online Charging System) experience. Working experience with “C” Level executives including CTO, CMO and CFO
• Setting budgets and agreeing project time scales and deadlines with clients.
• Holding daily, weekly internal and external meetings on project progress.
• Single point of contact for all communications between the stakeholders, on-site/off shore vendors.
• Managing staff to ensure that all milestones are achieved within the agreed timeframes.
• Ensuring effective quality control processes are in place to monitor deliverables produced.
• Responsible for identifying, analyzing, measuring and managing project risks.
• Ensuring that projects conform to Waterfall/Agile methodology and required standards.
• Conducting regular impact analysis in order to assess the consequences of the project deliverables on other sections of the business. Business Analysis, gaps and risks.
• Assisting the technical team in their design and development tasks. Producing project definitions to include validated functional requirements, scope, roles, responsibilities, budgets, timescales and resources. Supervised and ensured availability of MS Dynamic CRM.
• Facilitated Customer Care/Contact Center with MS Dynamic CRM customizations, performance issues, MS Dynamic CRM health Check, workflow changes, and integration of additional MS Dynamic CRM applications into MS Dynamic CRM. Customized Top Management reports.
• Discussion with key high-level stakeholder such as Department head, Directors and Chiefs.
• Manage software release planning including user requirements development and prioritization.
• Worked with business end users to document and analyze user requirements.
• Project status communication involved stakeholders, project team and senior management.
• Managed and ensured all project deliverables are on time, within budget, and high quality to maintain customer satisfaction throughout the projects.
• Provided leadership, guidance, and assistance to project team members as required
• Implement process improvement initiatives to improve the development planning process, participated in development of Business Cases and Policies.
• Lead meetings with end users to identify system pain points and identify system enhancements, needed user training, and M&Ps to address the pain points and mentored locals.
• Analysis of competitive Industry trends and new Vendor technology solutions and products and preparation of RFI and RFP bid responses. Strategy development / Balance Scorecard.
• Technical Project coordination for Contact Center Applications and its infrastructure.
Contact/Call Center experience.
o Project lead/Sr. Business Analyst on Contact Center technical requirements. Provided supervision and directions and worked with vendors for Call Center’s applications and tools, good knowledge of Contact Center infrastructure including PABX, IVR, and CTI, worked with Contact Canter Management for IVR call flows changes, customized CTI to display incoming customer number and bring customer profile to Call Center agent. Deployed in-house developed customize additional application’s integration with CRM. Provided IT support to contact center and worked with Contact Center management on their day to day requirements and customization including management reports, master screen to inbound calls. Provided CRM customization for contact Center.
MS Dynamic CRM experience.
o Lead person to manage MS Dynamic CRM 3.0.
o Worked closely with MS Middle east, Dubai for regular CRM health check, configuration and availability of CRM 24x7.
o Provided customized applications and integrated into CRM to provided better CRM information to Contact Centre Management, Marketing, Sales and top management.
Areas of Experience:
o Project Management/Project Life Cycle/PMO Support
o MS Dynamic CRM 3.0
o Waterfall and Agile methodology
o Processes/workflow designing (Swim Lane)
o IN (Intelligent Network & OCS (Huawei Online Charging System)
o SIM Provisioning
o Business Analysis & Requirements
o CAPEX & OPEX
o SDLC, Cross-Functional and JAD
o Contact Center (IVR/CTI/PABX/Call Flow/Workforce)
o Content Management
Other Projects:
○ Registration Information Tool, Customer Care/Contact Center Master screen, Procurement Management System (PMS), Telecom Billing System for Post-Paid customer, Collect Call, IVR Self-Help Menu, Contact Center Maintenance and IN (Intelligent Network) Proxy.
Technology Environment: IN (Intelligent Network), OCS (Online Charging System), SMSC, IVR, PABX, Symposium, Oracle 9i, Oracle 11g, C#, .Net, Web services, SQL, Oracle BI, Windows, Window Application, VB, M9000 servers and EMC Storage