Imran Dossa Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Ontario

- Led the implementation of a new Tableau data analytics environment for the contact centers telephony and workforce teams to support self-service data discovery and rapid data analysis of IVR (Nuance), Avaya PBX and call routing data- Designed a custom Call Flow Analytics dashboard to visualize customer journeys through the telephony system, enabling users to quickly identify call routing issues and measure the impact of technological changes to customer experience; producing a savings of ~300,000 live agent calls each year - Developed dashboards to measure project success of a digital authentication deployment and proposed changes to the roll-out strategy; resulting in a 20% increase in customer enrolment into the program - Coded, tested, and automated complex SQL queries to extract and prepare data for use with Tableau- Engaged vendors, DBAs, and other data analysts to better understand and document existing database schemas- Built test cases and coordinated testing efforts for reporting and analytical project initiatives to ensure data accuracy- Drafted business requirements, design documentation, project change requests and process flow diagrams- Built forecast models using data from multiple customer interaction channels to estimate future channel usage - Provided recommendations, training, and support to business lines seeking to adopt the Tableau analytics platform

Barrie, Ontario

Client: Hydro One Networks Inc.- Provide support and maintenance for two mission critical applications (Outage Management System and Workforce Management System) and related interfaces, including Oracle Reporting Servers, Web Services, ETL and SCADA systems.- Pro-actively monitor all systems to ensure high availability and performance. - Lead for escalations with CGI Utility Solution teams to diagnose and resolve technical issues.- Responsible for planning, design, implementation, testing and maintenance of integrated information solutions. Manage technical configuration, functionality and user acceptance testing; this includes new projects, system improvements and maintenance.- Assist in the design, delivery and improvement of software applications training programs.- Provide technical documentation related to software installation, configuration and support.- Provide management and business partners with application status updates. Maintain service levels agreed upon with the client in accordance with its business objectives.- Supervise, motivate and train staff and client support team members, ensuring effective teamwork, high standards of work quality and organizational performance.- Monitor customer service feedback and follow-up on customer questions/concerns.

North York, Ontario

- Involved in the design and development of several automated reporting tools and ensure that all analytics and ad-hoc reporting requirements are fully met. Evaluated business logic design, configurations, and produced technical documentation. Exposure to data acquisition and data transformation, query design and related objects.- Act as a technical lead and principal adviser on the organization's use of new technology for potential improvements in information systems, reporting and planning.- Design, develop, optimize and support SQL Server databases & SharePoint websites- Responsible for working with partners and information technology teams to establish and support data feeds (EDI) to several retail clients. Automated various Finance and Order Management processes through the use of scripting tools and macros.- Implemented a comprehensive training plan and provide training to several teams. Prepared technical documentation related to technical configuration, support and software installations.

North York, Ontario

- Participate in project management activities to document business requirements and develop logical data models. - Assisted in database documentation, processes and procedures including month-end closing analytics, monthly performance review, KPI reporting, commission tracking, sales and discount documents, billing activities and related matters for Finance and Operations department.-Execute SQL queries, produce ad-hoc reporting. Involved in design and development of several automated reporting tools and ensure that all analytics and ad-hoc reporting requirements are fully met.- Responsible for managing and troubleshooting critical database, applications and intranet site errors.- Prepared documentation for support stacks, user training and technical manuals. Provided training to team members, users, and higher management on a regular basis.

Bachelor Of Applied Information Science, Computer And Communication Networking

Certificate In Project Management