Abdul Khalid Email & Phone Number

Dubai, United Arab Emirates

-Created and maintained detailed customer accounts, including service usage and billing information-Maximizes the value of customers’ investment in Kissflow software and services by providing exceptional customer service that leads to future business, renewals, and retention-Collaborate with regional and global leaders to ensure consistency of delivery; adherence to standard processes, best practices, and continuous improvement-Collaborate and partner with Sales Teams, Services Marketing, Product Management, Engineering, Customer Care, and Tech Support to ensure a unified account strategy-Services include proactive support through diagnostics, analysis, reporting, maintenance, recommendations, service level management, and configuration management as well as resource coordination, customer management, problem management and communications at various levels during service engagements-Provide technology/product training and intellectual property material as required

Dubai, United Arab Emirates

• Develop and assess system integration plans.• Evaluate system-wide interface requirements for the integration of subsystems and components into a comprehensive central system.• Building and managing requirements for a unified central system user interface that provides unified monitoring and control across all subsystems.• Oversaw and audited the testing and integration of field and central system elements including:• Field CCTV Camera System integration with state-of-the art Digital Video Management System (DVMS)• Field Radar Vehicle Detectors (RVD), Bluetooth Detector, RWIS integration with headend software.• Integration DVMS, and RVD, BT and RWIS headend software into the Advanced Traffic Management System.• Integration and connection of other Agency systems with the ATMS.• Support and evaluation of Center-to-Center (C2C) integration/data and video exchange• Support and evaluation ATMS web and mobile interfaces.• Integration efforts of COTS for Predictive Modelling, Event Management, LOS, TT, Video Analytics and Enterprise Reporting.

Kuwait

• Manage end-to-end lifecycle and delivery of Application Delivery infrastructure• Create designs based on industry best practices, engineering standards and security principles• Ensure security controls are implemented and operating effectively as part of solutions delivery• Manage and report status of identified risks• Lifecycle management – code upgrades, vulnerability patching and EOL replacement programs• Engineer service request fulfillment processes• Provide technical leadership as well as direction for level 3 escalations and event management• Manage a wide variety of technology infrastructure and business aligned projects• Collaborate with engineering and operations teams from service design through operations transition process for new services• Manage the capacity and availability of the security infrastructure• Manage System of Record (SOR) for all network assets• Manage network configuration management systems for all network assets

Chennai Area, India

Chennai Area, India

• Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction• Address product related questions and technical challenges• Integrate customer internal applications and systems with Turn Data Management Platform, employing various methods, such as Server to Server, Pixel based API, and Batch• Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth• Monitor accounts to ensure usage of Turn product stack and optimal performance• Frequently conduct and coordinate tactical operations reviews with client teams• Act as the middle-man to support organization so as to ensure client escalations are resolved in due time• Partner with Account Sales Development teams to build relationships with decision makers, business contacts, and influencers• Accurately replicate, identify, and document software defects with appropriate tracking system• Perform quarterly Business reviews and assist in product trainings needed.

Chennai Area, India

• Coordinated program or project planning and implementation, including assessing needs, setting goals and objectives• Participated in project budget planning and development• Established project work plan and calendar or schedules, monitors, reviews, and evaluated progress.• Coordinated and attended meetings; established and maintained internal and external contacts as necessary• Provided advice to participants, served as a liaison, acted as a resource person by performing research, analyzing information, providing documentation, and preparing reports• Monitored record keeping and file maintenance for the program or project• Supervised other project staff, assigned tasks, set priorities• Used tools and technologies like JIRA Project Management, Microsoft Project, Microsoft Visio, Fresh desk and other project sprints methodologies adopted

New Delhi Area, India

• Gather business requirements, design, develop and modify Customized user applications• Work with business teams to prepare, prioritize and deliver reports for all functional area and business units across the organization• Preparation of Project documentation• Sanity testing and black box testing basis the patch installation• Manual testing on various patch movements to deliver the requirement of the end user• Tuned and optimized queries by altering database design, analyzing different query options and indexing strategies• Design and develop data movements using SQL Server Integration Services, TSQL and Stored Procedures

• Played key role in development, implementation and support of Application Processing System, performing development, design and analysis of several project modules.• Carried out analysis, needs determination, documentation, testing and quality assurance for Application Processing System• Actively involved in design and development of Rule Engine module of the Sales Incentive Processing System. Met customers and product management team to determine and analyze requirements.• Carried out installation and configuration of Intellect Scanning of the Polaris Software to the end users.• Responsible for complete project life cycle and coordinated with the development team.• Performed application design analysis for adding, removing and modifying the rules for the Sales Incentive Module.• Analysis on the requirement to enhance the functionality and to capture requirements from the end user of the application• Manual testing on various patch movements to deliver the requirement of the end user

• Handling complex technical issues and escalations in absolute pressure situations.• Resolving customer issues while maintaining customer satisfaction. • Timely escalations to provide the fastest possible solution to the customer. • Providing best practices and troubleshooting guidelines.• Handle mailbox on a daily basis & reply to the escalation within 24hrs of the receipt. • Preparation of monthly and weekly reports. • To provide the technical & non technical assistance to the customers regarding their internet connections and Hardware (Modem & Router) configuration