Karachi Sind, Pakistan
Phone: xxx-xxx-xxxx
Email: xxx@xxxx.xxx
Looking For: Support Engineer, Program Manager
Occupation: IT and Math
Degree: Master's Degree
Career Level: Experienced
Languages:
Highlights:
Skills:Customer communication, software support, team management, database management
AVP Software Support 01/2016 - current
Avanza Solutions, Karachi, Sind Pakistan
Industry: Information Technology/Software Development
• Spear heading a team CSS who are giving professional services/Technical Software
Support service to clients in Pakistan, Afghanistan, Bangladesh and Africa Region and at the
same time making sure that any escalations/complaints from customer are handled effectively.
• Pro-actively contribute to the growth of existing customers and generation of new business
with measurable outcome.
• Provide guidance/expertise to team on complex problems along side capacity planning and
streamlining business operations to optimize usage of resources.
• Partnering closely with Dev and Quality teams to influence CSS strategy and work with various
stakeholders to make that happen.
• Achieve financial targets as set by management.
• Creating,optimizing and implementing new initiatives and processes which results in overall
improvement of department performance.
• Conducting meetings and giving presentations to customer's/consumer's senior management
on overall status.
• Responsible for building relationships with customers at all levels.
• Monitor the training sessions for global clients held in Karachi and Dubai Offices.
• Independently involve in yearly negotiations on Service level agreements/contracts with
clients.
• Influence product development based upon customer feedback by cross group collaboration
with features/product team.
• Managing effective partnerships with Avanza Global and Regional alliances.
Achievements:
• Successfully managing a new team who are giving technical support to different set of
products along with the existing team members.
• 1st Runner up in terms of department profitability for the year of 2016.
• Successfully gave training to all customers from Africa region through Dubai Office.--
Manager Software Support 01/2012 - 12/2015
Avanza Solutions, Karachi, Pakistan
Industry: Information Technology/Software Development
• Managed a team of 5 people who were giving technical software support services to clients in
Pakistan, Afghanistan, Bangladesh and Africa Region.
• Made Sure that the service level to resolve any issues have not been breached.
• This also includes making sure that the customer experience is class leading.
• Take pro-active measures and reactive measures in order to reduce the Incident Rate
Reduction.
• Training,Coaching and development of CSS team members in terms of technical knowledge
and corporate etiquette.
• Monitored and ensured that effective coordination was taking place between Customers, CSS
team and internal teams (Development teams/QA teams/Project teams/Product teams) in order
to make sure that service levels are meeting.
• Supervised new Products/Projects complete hand over process.
• Involved in code escrow activity.
• Help Desk System administration.
• Actively involve in new staffing process.
• Performed Quarterly performance appraisals of team members.--
Senior Software Support Engineer 01/2010 - 12/2012
Avanza Solutions, Karachi, Pakistan
Industry: Information Technology/Software Development
• Led a team of 3 persons who were giving professional services/Technical Software
Support service to customers residing in Pakistan, Afghanistan, Bangladesh and Africa
Region.
• Provide technical expertise to team how to resolve the issues.
• Conducting meetings with customer on their issues.
• Performed testing as and when required.
• Coordinated with development, QA teams for issue resolution.--
Software Engineer 01/2007 - 06/2007
Allianz EFU Health Insurance, Karachi, Sind Pakistan
Industry: Insurance
• To develop, make changes and updates in Allianz EFU Health Insurance Limited
Policy Administration Module.
• Provided Support and changes for organization wide report systems deployed on
Oracle Report Server and Forms Server.
• Provided Support on different modules of ERP
--
Software Support Engineer 06/2007 - 12/2009
Avanza Solutions, Karachi, Pakistan
Industry: Information Technology/Software Development
• Gave Technical Software Support services for all E-banking products to clients in Pakistan,
Afghanistan and Uganda Region.
• Test/UAT environment creation.
• Testing of the patches/bug fixes.
• Coordination with customer, Development team, QA team for overall patch delivery.
• Weekly Issues Reporting to management and customers.
• Engage relevant teams for migration planning, go-live management and post-live support.
Achievements:
• Promoted twice a year for giving exceptional customer support.
• Awarded best team for 2008 Q3.--
NED University of Engineering and Technology 01/2003 - 12/2006
Karachi, , Pakistan
Degree: Bachelor's Degree
Major:Computer Science and Information Technology
Done my bachelor's in Computer Science and Information Technology from NED University of Engineering and Technology
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