Specialist - Operations Management

Oversaw day-to-day operations of Shopper-Value, ensuring efficiency and high-quality service to clients and
achieved 99% uptime for software.
• Managed deployment, development, support, finance, and admin teams, providing guidance and support to achieve
operational objectives like increased deployment efficiency by 25%, decreased deployment latency from 5 to 3 days,
decreased support issues resolution time up to 93% in 24 hours.
• Collaborated with development team to align product development with operational objectives, delivering updates
on time and meeting quality standards.
• Managed support team to provide technical support to clients and maintain high levels of customer satisfaction as a
result achieved 90% of customer satisfaction rate.
• Oversaw finance and project deployment budget, ensuring expenses were within budget and aligned with
operational goals.
• Managed administrative functions, including HR, facilities management, and legal compliance.
• Implemented new ticketing system "Onedesk" to improve operational processes, streamline workflows, and enhance
communication across departments as a result, it reduced response time to customer inquiries by 50%.

Ensure all processes operate smoothly and aligned as per the company policy
• Maximize the efficiency of all business procedures by using the pre designed procedures or altered where needed.
• Designed Key Performance Indicators(KPIs) and conduct performance assessments
• Monitor daily operations and address potential issues with the best possible solution
• Build processes that meet our business objectives and ensure compliance
• Monitor employee performance data and recommend solutions that will improve employee efficiency
• Coordinate with the HR department to ensure our hiring plans meet our business needs

Business Operations Manager
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support
better management reporting, information flow and management, business process and organizational planning.
• Play a significant role in long-term planning, including an initiative geared toward operational excellence.
• Ensure that all workings are manufactured in a correct, cost effective and timely manner in alignment with
specifications and quality requirements
• Chalking out or improve operational systems, processes and best practices that guarantee organizational well-being,
purchase materials, plan inventory and ensure warehouse efficiency
• Contribute towards the achievement of company’s strategic and operational objectives
• Examine financial data/statements and use them to improve profitability
• Perform quality controls and monitor on time delivery of service
• Vendors worked with: C-Track, Mei-track, A-Track, Ruptella, Top shine, Go Safe, Wialon/Gurtam, Teltonika
• Recruit, train, supervise and appraise human resources
• Cater to clients’ or personnel’s concerns
Enterprise Impact:
• Acknowledged for accomplishing annual installation target in a span of 8 months as well as enhancing departmental
performance by 45% over preceding year
• Played key role adding 2 new solutions to the company profile leading to enhanced business and operational
efficiency

Key Profile: Manage day to day installation plans, resolve IT related issues and organize training sessions for the
technical and sales teams based on business as well as operational requirements
• Evaluate existing set up and recommend improvement to IT and operations infrastructure aimed at enhancing
operational efficiency
• Maintain regular interaction with customers and internal departments for effectively resolving issues. Conduct
training sessions for clients to demonstrate optimum usage of existing systems or using new/upgraded systems
• Collaborate with the senior management for implementing various process improvement initiatives/re-engineering
existing processes to enhance capacity utilization at the center aligned to organizational business growth
• Reduce business impact through effective resolution of critical technical issues as well as development, maintenance
and testing of disaster recovery plans
• Prepare and ensure compliance to IT budgets aimed at maintenance of organizational bottom lines
• Update documentation and manuals on setting up as well as maintenance of latest information technology
procedures
• Acquaint team members with organizational processes & procedures for implementing the same in day to day
business operations
• Generate and evaluate various status reports for the senior leadership team and other stakeholders to enable
effective decision making
• Conduct performance evaluation of team members and organized training sessions based on identified training
needs
Enterprise Impact:
• Acknowledged for accomplishing annual installation target in a span of 10 months as well as enhancing
departmental performance by 22% over preceding year
• Played key role adding 3 new solutions to the company profile leading to enhanced operational efficiency

Key Profile: Coordinated activities related to evaluating network usage (PRTG), managing DNS Server, FTP Server,
SAMBA Server and DHCP Server
• Set up & maintained VoIP Network, Linux as Router, Active Directory, Exchange Server, Windows Server (2003 &
2008), Windows XP, Windows 7 across 4 computer labs
• Focused on installation, support & maintenance of new servers (hardware and software) infrastructure
• Enhanced cost effectiveness by using multiple servers as well as implementing appropriate solutions based on
business as well as management requirements
• Coordinated activities related to setting up & managing voice network, IT infrastructure as well as new software
solutions for enhancing system efficiency
• Organized workshops & training sessions for employees and the management on implementation of new business
solutionsEnterprise Impact:
• Played key role in organizing national level IT competition for school / College students
• Distinguished for maintaining zero minute server downtime during the tenure with the organization

Key Profile: Focused on enhancing data quality of Subscriber Antecedents & Subscription Attributes by evaluating and
reengineering business functions
• Processed & presented data for various analytical reports like Subscribers’ Calling Patterns with respect to Call
Count, Revenue Trends portrayed by Subscribers, Package Analysis, Subscribers Aging Analysis, Cell Site Analysis,
Prediction Model Analysis, and Port Out Analysis
• Conducted ad-hoc analyses based on business requirements. Worked on databases, backend of CRM (CARES) using
Tera Data SQL Assistant 12.0
• Managed different data sources (Teradata) and local databases (SQL Server)
• Assessed subscriber activity, revenue, package, port out and port in. Developed & automated CRM and database
• Prepared & maintained VBA Scripting for auto formation of report
• Collated & evaluated requirements for new reports aimed at automation of various reports to enhance operational
efficiency. Evaluated & selected range of data sources based on management requirements
• Maintained updated snapshots of critical data sources based on understanding of key data sources and customer
attributes
• Organized training sessions for employees like Ufone FunShop & Tera Data SQL Assistant 7.2
Enterprise Impact:
• Played key role in automating daily/basic reports of the department in a record time of 6 months
• Successfully obtained approval on 2 new software solutions from the top management
• Functioned as member of the Ufone custom CRM development team

Project Management Book of Knowledge
Project Management Practices
Project Processes

Cisco Unified Communications Manager (formerly Unified CallManager)
quality of service (QoS)
gateways
gatekeepers
IP phones
voice applications

IP PBX
IP telephony
handset
call control
voicemail solutions

Routing
Switching
VLAN
Broadcasting
Mac Addressing

Other certificate

Other certificate