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
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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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