Muhammad Qasim Email & Phone Number

Brampton, Ontario, Canada

• Technical service owner of Wireless Prepaid platform and supported applications• Accountable for driving improvements to application stability by working closely with internal and 3rd party technology partners to trouble shoot and resolve complex technical issues, pro-actively monitor and address production issues in advance and build successful feedback of learnings into improvements.• Delivered an incident management capability that always have service availability top of mind. • Determines staffing requirements / task allocations, selection of team members; direct, motivate and develop staff, encouraging individual contribution, improvement within Rogers values and teamwork.• Maintains systems integrity, compliance, and security through controls on High Availability, Capacity, Patching, SOX/PCI adherence, and Vulnerability Management.• Attains, improve, and report operational KPI’s and SLAs on system performance.• Creates and maintain strong operational acceptance discipline for new and existing pre-paid ordering applications.• Provided operational governance by implementing IT best practices and continuous improvement methodologies.• Driving out appropriate level of reporting for customers on the services being provided and effective reporting at the leadership level • Ensure compliance that all process execution is in line with Rogers’s policies and procedures • Ensure all support and operations processes are clearly documented, communicated, and understood to deliver a consistent high quality of service and reliability to our customers.• Manage partnerships with external vendors and accountabilities from those vendors to Rogers• Proactively engage with all areas of the organization to identify interdependencies, mutually beneficial goals, and opportunities for improving the ecosystem• Support financial objectives via controlled operational expenditure and effective resource management.

Brampton Ontario Canada

- Coordinated the set-up of a new UAT team and implement procedures that allows them to become fully utilized in support of the different IT and business stakeholders. - Developed, updated, and maintained testing standards and procedures - Responsible for overall success of System and User Acceptance Testing (UAT) activities- Responsible for coordination, communication, training, execution and management of the project Testing Defect Resolution Process. - Ensured all testing defects are assigned, worked and resolved according to the project schedule- Attended project status and issue meetings- Participated in the Enterprise Release Management release process (when the application/code is transferred from the build team to the test team) to ensure that solutions meet business requirements

- Managed a group of 5-6 Project Managers to deliver high profile IT and Engineering ProjectsDelivered Project Management Program encompassing all the details of a project to the team members.- Set Realistic Goals and practical goals for the project and developed appropriate strategies for achieving these goals.-Provide Coaching and Guidance to the team members about every aspect of the project so that the team members can understand their tasks fully and act on them efficiently.- Developed and executed an efficient internal communication strategy for ensuring communication with all levels of management within the team. - Developed tools and techniques for disturbing tasks according to the skills of every team member and also to evaluate the performance of all team members. \

Toronto

• Successfully delivered large and complex telecommunication/cable industry projects that introduce cutting-edge technologies and process improvements in fast paced environment.• Involved in Business Acceptance Testing for implementation of different Hi-Speed and technical network implementations.• Negotiated for project resources during project initiation, planning and execution phases. Deal with all levels of management regarding projects status.• Defined and implement communication/ training plans, project success measures and management reporting requirements. Projects always delivered within budgetary constraints.• Monitored the project status / progress through weekly and monthly Project Status Reports using software such as MS Project.• Liaised with cross functional groups: engineering, IT, legal, marketing and finance.• Identified issues and areas of improvement and service enhancement, and work with cross-functional teams to try and implement end to end solutions• Responsible for providing operational and technical support to the various call centres and local customers business units (Installers, service and maintenance technicians)• Conducted and presented customer satisfaction surveys and operational test results to the management team to support the Go/No Go decision.• Developed innovative and cost effective solutions for enhancing competitiveness, increasing revenues, and improving customer experience with a continuous improvement approach.• Headed a cross-functional task force aimed at reducing call volume in the Internet Technical Support call centre (achieved a reduction of 20% in six months).

• Supported production critical applications such as field service management system (FSMS), Mobile Pen Application (MPAs), Remedy Ticketing system, the newly introduced Enterprise ticketing Management system (ETM) and Mobile net used by the NTSD maintenance technicians and call center agents.• Supported applications in LAN and WAN environment, supported the server clusters and configured different load balancers for the routing the traffic.• Assembled analyzed, and scope business requirements in detail before making changes in the Applications / Servers • Creation of RFCs / Projects for upgrades in the Application / Servers and then working with the Vendor and other IT departments to implement changes to improve the performance and availability for the application• Involved in the development of the contractual S.L.A. with various vendors and service providers.• Managed multiple and concurrent projects / Changes to make sure about the completion of work within the defined scope, budget and time , the projects include the application database upgrade, Patching of the application servers , Enhancement of the current features in the Click / FSMS applications and maintenance projects to increase the application availability• Responsible for the conducting the physical inventory of the servers and software installed and for acquiring new hardware and software Solicit bids, secure written and telephone quotations from vendors, analyze bids, perform value and cost analysis and select products and vendors consistent with existing policies and procedures• Prepared and presented project details and status to senior management and cross functional teams as required.