Ali K. Email & Phone Number

Adelaide, Sa, Au

Adelaide, Sa, Au

Adelaide

Adelaide, Australia

E-mergency connect program is part of the federal government’s Digital Regional Initiative (DRI) and supported by the state government to enhance the delivery of online services to over 17,000 volunteers of emergency management sector. The $8.12 million program comprises of three distinct but similar projects as listed below:1. Supply and delivery of internet broadband and computers to over 400 different SES units and CFS brigades.2. Development of an online Volunteer Portal and collaboration tools through a single-sign-on Identity Management System.3. Development and customization of a Learning Management System (Moodle) and several online e-learning (SCORM compliant) courses.

Adelaide

Responsibilities:• Development and maintenance of a master project plan for several major projects undertaken by the department• Listing, project tasks, activities, budgets and resources using MS Project 2007• Preparing weekly status and report updates for the department head• Liaising with individual project managers and other stakeholders in relation to different project activities

Adelaide, Australia

Project: Aspect Unified Communication implementationResponsibilities:• Participated in the training of Aspect Unified Director 6.6 for the purpose of migrating from Siemens Hi-path to the new Aspect system• Assisted in development of bid document for development and configuration of workflows for inbound, outbound, email and IVR services• Performed UAT and jointly designed QA test plans, managed system testing and preserving test documentation• Respond to customer inquiries and requests and resolve issues efficiently and professionally• Assessing and processing refund /credit requests• Investigating missing payments against client's accounts

Melbourne

Projec: CRM implementation for SportsBet (sportsbet.com.au) Responsibilities: • Developed RFP for the project and invite potential vendors• Prepared solution matrix on proposed solutions offered by the vendors• Preparing business case, budget & cost estimates• Daily/Regular control of project in accordance with approved baselines (scope, time, cost)• Analyze and maintain risks and issues register throughout the lifecycle of the project• Developing detailed project plan including WBS, resource &contingency planning using MS Project• Regular meetings with project stake holders updating them on project status in terms of time, cost and resources• Updated/uploading documents include minutes of meeting on Wiki and Alfresco for collaborations and sharing between project stake holders• Gathering relevant /required information from the client and developing business process map using Visio• Analyzing the gathered information and doing gap analysis between existing and new business application• Documenting the functional and business requirements• Requirement gathering, process mapping and gap analysis of customer service department

Pakistan

Major Projects & Details:CITIBANK NA. (Phone banking system) 1995-1997A complete phone banking system with a total of 6E1 (180 trunks - and over 180 agents) integrating with Nortel Meridian and Syntellect IVR solution. The multilingual (English and Urdu) IVR was capable of self service through phone and fax and integrating with Prime Host.STANDARD CHARTERED BANK (Tele-banking system) 2001-2004Deployed a distributed IVR (InterVoice) in three major cities each with 2E1 (60 channels) capacity handling over 1000 calls a day. EMIRATES GLOBAL BANK 2006-2007Another phone banking solution with 2E1 capacity and 30 agents primarily designed to cater for both in-bound and out-bound agents catering customer services and sales requirements. The IVR was integrated with Oracle database and Siebel CRM systemTOYOTA (Indus Motors) Corporation 2008Designed, developed and deployed Customer Interaction Management (CIM) system. The application was developed on PHP/MYSQL platform and an interface with SAP (for importing and exporting daily data) was also developed. Responsibilities:• Delivered product feature presentation and led group sessions with concerned management in order to obtain final approval on business requirements.• Wrote the business requirements and Functional Specification Document.• Conducted Joint Application Development sessions to develop and agree upon a system that focuses on the business requirements.• Prepared project plan using MS Project. Prepared solution documents and coordinated with multiple IT teams (Development, QA, and end users) both internal and external to ensure delivery of products within deadlines.• Supervised all hardware and software delivery and installation and user training for inbound and outbound agents• Prepared IVR application flow using Visio 2003 and scripting for a multi-lingual banking and credit card applications.

Mba, Mis & Finance

Bachelor Of Industrial Engineering (Process Engineering), Industrial Engineering (Process Engineering)