- Managed 85+ on/offshore resources (Developers & Testers) providing services to organization for building/maintaining project delivery to/from external telecom organizations.- Reduced average delivery of completed projects from one month to two week- Implemented process oriented work streams for service delivery- Created rigorous and comprehensive quality assurance programs to provide timely and quality based customer solutions/implementations.- Applied Kanban methodology in order to reduce time to market almost %30

- Hired, trained and developed highly effective customer support team that consistently exceeded 97% customer satisfaction ratings- Improved efficiencies 50% by revising case management procedures and training employees on revisions.- Put in place the Customer Success discipline and best practices set in the US Headquarter- Helped the US Director of Support extend AgilOne support coverage

- Acted as the primary liaison between the Business Units, Information Technology (IT) and 3rd party vendors.- Demonstrated elicitation skills in interviewing business units, stakeholders and technical leaders to gather and clarify business requirements.- Reduced costs by 20% by analyzing corporate business processes to develop customized solutions.- Led planning meetings, JAD sessions (Joint Application Design), analysis development, test inspections, and other project meetings throughout product life cycle.- Managed direct relationship with third party vendors (AToS), created communication channel, and project’s review for management.

- Performed full-scope server administration, upgrades and service pack application, performance tuning, and infrastructure enhancement. - Established, nurtured and maintained excellent end user relations to expedite incident response and boost customer satisfaction levels.- Relied on to drive and ensure business continuity via backup procedures, restores, cluster fail-over testing, network load balancing, and disaster recovery planning and testing.- Exhibited proactive approach and installed performance tuning methods which led to %20 less resource consumption.

Helped developing export-import program