Halim Ansari Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Design, develop, and implement change management plans aligned to objectives and priorities including risk, stakeholder, and impact management.• Working with ERP (Dynamics 365) Business Systems in Finance, Inventory, Service and Sales Order Processing.• Implemented and migrated Dynamics 365 from Dynamics AX with project team of 5, architected all D365 integrations.• Very good ERP Dynamics 365 Finance and Operation functional knowledge including AR, AP, Procurements, GL, Projects. • To analyze and perform gap/risk analysis; design business process flow and provide solutions.• Provide support for general troubleshooting and general user enquiries.• Liaise with vendors and Information Technology to maintain application versions and manage update processes.• Planning, designing, scheduling and implementing new changes in the system.• Provide support for general troubleshooting and general user enquiries for various software within organization including Expense Manager, Protecht, RapidGlobal, GTreasury, GIS, MEX, eModal, Dynamics 365, TaxAutomate, Yardi, 1-Stop, EFTSure, NearMap, CPorts/SHIPS, SeaWeb, Konnect, Payroll HQ, Expense Manager, CreditWatch.• Running scoping sessions/discovery sessions/requirement gathering with various (business side) user groups.• Communicating stakeholders about change delivery.• Develop and implement change to processes and workflows to standardize usage and allow for improved functionality, including communication, training and documentation.• Regular engagement with finance and business users to identify pain points, business requirements, potential improvement opportunities and to support driving adoption.• Writing/preparing new workflow/process and working/monitoring on escalated cases.

Sydney, New South Wales, Australia

• Design, develop, and implement change management plans aligned to objectives and priorities including risk, stakeholder, and impact management. • Guide and advise on the integration of change management activities, tools, and frameworks.• Conduct stakeholder analysis, change impact analysis, and assess change readiness.• Conduct change risk assessments and build mitigation plans to address. • Project management experience and leading and influencing others to achieve project outcomes.• Ability to lead change strategy and drive delivery including planning, scheduling and conducting CAB meeting.• To ensure appropriate structured, methodical testing regimes are followed for all changes.• Writing/preparing new workflow/process and working/monitoring on escalated cases.• Lead/Implemented/deployed various B2C and B2B projects.• Worked as creating roadmap and delivering B2C and B2B Financial certification application provided by FINSIA. • Onboarded and trained new team members.• Updating existing and writing new workflow/process and document.• To record all lesson learnt, troubleshooting steps and resolutions into confluence knowledge base

Sydney, New South Wales, Australia

• Handles technical and functional questions escalated by the Customer Relations Team• Troubleshot/supported technical issues in Aircall cloud-based business phone system as Senior Technical Specialist.• Solved 99% of Level 2 tech support tickets without needing to escalate to Dev team.• Administered/troubleshot Aircall App issues on Android, iPhones, Desktop, Browser and CRM Integrated devices for Windows and iOS.• Parsed and analyzed various technical formats including API, XML and CSV.• Worked on B2B technologies including AS2, SFTP and Web Services.• API knowledge and coding skills : Postman, REST & SOAPui HTTP errors• Recorded all lesson learnt, troubleshooting steps and resolutions into the IT Service Desk Management tool.• Assisted customers with difficult technical issues requiring a greater level of personalized care and in greater length.• Onboarded and trained junior tech support specialists.• Resolved customer complaints and concerns with strong verbal and negotiation skills.• Provided API integration support for Salesforce, Zendesk, Hubspot, Zoho, Spotify and Intercom.• Worked and managed ticket-based enterprise workflow management systems, particularly Salesforce, JIRA and other Atlassian products.

Sydney, New South Wales, Australia

• Worked as L2 Application Support for D2L Brightspace E-Learning Tool with troubleshooting as Technical Specialist.• Solved 99% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.• Identified, analyzed and resolved problems with 90% First Call Resolution.• Provided Technical Support for SaaS based E-Learning Tool Brightspace which is in top 3 E-Learning platform available in the market.• Identifying the nature of the hardware, software, or networking issue.• Log and tracked all phone and email request and issues through Salesforce CRM and ServiceNow tools.• Worked on Kibana to investigate FTP/Email/System logs, RallyDev to create system/software bugs, AWS Athena to investigate IIS logs, Pingdom to check network/site connectivity and monitoring, AppDynamics to check on applications health and alerts, Tableau for data analytics and tools usage, Five9 softphone to call and receive customer calls, Omni-Channel Chatter to communicate client via chats, Slack and Microsoft Teams for internal team communication.• Writing SQL queries to investigate client issue.• To create new process, lesson learnt, troubleshooting steps and resolutions into Knowledge Base (KB).• Assisted customers with difficult technical issues requiring a greater level of personalized care and in greater length.• Resolved customer complaints and concerns with strong verbal and negotiation skills.• Provided support for API, 3rd party tool integration, DNS, SSL, LDAP, SSO (Shibboleth, SAML), HTML and Mobile app.• Performed light Network Administration for the newly installed machines for the users: Login issues, Password re-set, e-mail login.• Performed hardware and software installation and provides high-level customer care, training, and technical support.• To prepare reports and generated ad-hoc/KPI reports for various stakeholders.

Dubai, United Arab Emirates

• Worked as Head of IT managing hardware, Software applications, CRM, Insurance, Mortgage, e-commerce, CMS, websites Products.• Design and implement data governance, data risk management framework and related controls to maximize the value of data while managing ethical, legislative and regulatory requirements.• Managed a team of 10+ IT professionals, with a focus on coaching, development, and performance enhancement.• Create roadmap of deliverables, managing the ICT team, departmental goals, objectives, and operating procedures.• Work closely with the Finance Team to manage CAPEX/OPEX budget and optimize cost savings wherever possible.• Manage IT budgets, resource allocation, and vendor relationships effectively.• Lead/Implemented/deployed 40+ projects. Oversee IT operations, ensuring the efficient and effective running of systems.• Acting as a trusted advisor to support decision-making regarding the application of technology across the business.• Leading the discovery and implementation of process optimization and automation initiatives throughout the business.• Assessing, maintaining, and upgrading current IT and data systems and processes.• Delivery and management of the IT Service Desk/Service Delivery to ensure internal and external stakeholders are supported.• Providing oversight of enterprise architecture, security, infrastructure, and operations. Ownership of the enterprise cyber security and business continuity/Disaster Recovery plans.• Managing team overtimes, resolving team conflict, performing appraisal and reviews.• Conducting daily team meeting and weekly meetings with managements team.• Writing/preparing new workflow/process and working/monitoring on escalated cases.• Onboarded and trained all incoming junior tech support specialists.• Respond quickly to technology outages affecting customer to restore service as quickly as possible.• Resolved customer complaints and concerns with strong verbal and negotiation skills.

Bengaluru, Karnataka

Clients: Financial Institutes and Banks -> JPMC, CS, CAPS, MELLON, RBC, UBS, DANSKE, NOMURA and SHB• L4 Technical Support with detailed technical support for current and past software releases.• Assisted clients with general support for Financial FOREX Product.• Personable and knowledgeable IT support technician with experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 3 level.• Reduced redundancy of report requests from business users by creating daily, weekly, and monthly reports using SQL Query.• Served as the point of contact within the Billing and Reporting group for UNIX related problems.• Performed software application and disaster recovery testing, ensuring business-readiness following failover.• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.• Escalated help desk tickets to Level 3 / Tier 3 support when outside the scope of L2/T2 technician support.• Fixed bugs as L2 Technical Support Consultant to analyze program crashes, memory leaks, performance bugs and any problematic third-party libraries component.• Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time spent on a single ticket.• Subject Matter Expert (SME) - created training packets and trained end users and Tech Support Reps

Pune, Maharashtra

Clients: Callax (Germany), OneMax (Netherlands)• In the team of 26, reviewed requirement, prepared HLD/LLD of CDR (Call Detail Record)/EDR (Event Detail Record) module.• Maintained/updated Test Simulator using PERL and to implement new changes to CDR/EDR module.• Analyzed and fixed any reported issues to VOIP Class 5 Soft Switch.• Been part of IMS (IP Multimedia Subsystem) and SIP (Session Initiation Protocol) support team.• Wrote and executed MGCP (Media Gateway Control Protocol) call flow automated test cases.• Ensured product quality and timely delivery of release, managed multiple product lines.• Analyzed, Designed, Developed, Tested, Maintenance and Supported using tools C/C++ (g++), UNIX (Sun Solaris 5.10), Oracle, PERL, SHEL, Rational Clear Case.

Mumbai, Maharashtra, India

• In the team of 8, was responsible to prepare HLD (High Level Design) and LLD (Low Level Design) of the project• Prepared design specs and performed Test on Soft Switches, Network and Service Element & Billing Systems• Analysis, Design, Development, Testing, Maintenance and Support• Performed Coding using C/C++ (g++), UNIX (Sun Solaris 5.10), Oracle, PERL, SHEL, Rational Clear Case

Mumbai, Maharashtra, India

• Fixed bugs in C/C++ and to analyze program crashes, memory leaks, performance bugs fixing• Created UML diagrams (use case, class, sequence, and collaboration) based on the business requirements along with HLD (High Level Design) and LLD (Low level Design) of SDLC• Performed Coding using C/C++ (g++), UNIX (Sun Solaris 5.10), Oracle

Pune, Maharashtra, India

• Developed and fixed bugs in VB.net and to analyze program crashes, memory leaks, performance bugs and any problematic third-party libraries component• Performed Coding using VB.net, SQL Server, MS Access• Created UML diagrams (use case, class, sequence, and collaboration) based on the business requirements along with HLD (High Level Design) and LLD (Low level Design) of SDLC.

Master Of Business Administration - Mba, Business Administration And Management, General, Distinction

Activities and Societies: Manager-Client Servicing, Customer Relationship Management, CRM Specialist, Relationship Manager, Product.

Bachelor'S Degree, Computer Science

Activities and Societies: Learnt to keep in touch with current technologies and inculcate the practice of lifelong learning. Studies how.