Junaid Bilal Email & Phone Number

Islāmābād, Pakistan

Responsible for Components 3, 4, and partially 6 of the World Bank project at Higher Education Commission (HEC), Pakistan to deliver high-end technological solutions to Higher Education Institutes (HEI) around the country that automates their data Student, facility, and staff interaction as well as a back office, support HEC and respective policy-making bodies to make require data available for monitoring, forecasting and future planning, lastly to provide enough compute, network and storage to… Show more Responsible for Components 3, 4, and partially 6 of the World Bank project at Higher Education Commission (HEC), Pakistan to deliver high-end technological solutions to Higher Education Institutes (HEI) around the country that automates their data Student, facility, and staff interaction as well as a back office, support HEC and respective policy-making bodies to make require data available for monitoring, forecasting and future planning, lastly to provide enough compute, network and storage to assist HEIs in their research automation and centralizing the research activity for more result oriented outcomes. Show less

Responsible for the smooth operation, maintenance and support of telephony applications including their interfaces (service operation, systems management, service continuity, capacity management, configuration & asset management).Management and maintenance of all applications and interfaces, ensuring they are stable and available at all required times, performing as required and capacity matches current and forecast demand.Provision and co-ordination of 2nd and 3rd line… Show more Responsible for the smooth operation, maintenance and support of telephony applications including their interfaces (service operation, systems management, service continuity, capacity management, configuration & asset management).Management and maintenance of all applications and interfaces, ensuring they are stable and available at all required times, performing as required and capacity matches current and forecast demand.Provision and co-ordination of 2nd and 3rd line application support to ensure the stable operation of the applications, working closely with Service Management to resolve incidents as quickly as possible and to undertake problem analysisProactive and able to identify and drive ad-hoc and virtual teams. Self-motivated, able to coordinate and manage virtual teams to a common goal with the tenacity to own and drive programmes of work to resolutionEnsures that appropriate levels of Operation Acceptance Testing (OAT) and service readiness checks are undertaken when delivering change. This may include checks done to back-up facilities, procedures for disaster recovery, training for end users, maintenance procedures, security procedures, etc. Show less

• Implement, maintain and support Inbound/Out bound strategy, relationship with strategically vender and third parties • Maintain and enhance high availability solution architectural, the integration interfaces, planning, testing and rollout to end user• Ensure the right monitoring in place for infrastructure to report on • Ensure the right controls in place for proactive alerting, changes and maintenance of the system • Ensure the right controls Capacity management –… Show more • Implement, maintain and support Inbound/Out bound strategy, relationship with strategically vender and third parties • Maintain and enhance high availability solution architectural, the integration interfaces, planning, testing and rollout to end user• Ensure the right monitoring in place for infrastructure to report on • Ensure the right controls in place for proactive alerting, changes and maintenance of the system • Ensure the right controls Capacity management – Estimates for upgrading and hardware sizing• Define the disaster recovery procedures, communicate them with the stake holder • Provide risk assessment and impact analysis at Change Advisory board, Problem management and incident management• Maintain the relationship with the stakeholder as well as with the Leadership Show less

• Solution’s architectural review and recommend improvement for future growth • Plan, co-ordinate and perform system upgrades, improvements and other major needful changes• Taking the ownership of the faults through to resolution and keeping the stake holders up-to-date Plan-of-Actions and setting their expectations.• Produce the Root Cause Analysis reports where required • Work with Sustain Engineering to open defect and to word their resolution• Work with Product… Show more • Solution’s architectural review and recommend improvement for future growth • Plan, co-ordinate and perform system upgrades, improvements and other major needful changes• Taking the ownership of the faults through to resolution and keeping the stake holders up-to-date Plan-of-Actions and setting their expectations.• Produce the Root Cause Analysis reports where required • Work with Sustain Engineering to open defect and to word their resolution• Work with Product Management team to put together product enhancements Show less

• Pre and Post Sales consultancy• Translate customer requirements into bespoke and complex network based solutions• Produce high level designs and functional specification for the solution, working closely with the project manager and service delivery teams responsible for building the solution• Understand customer operations, existing service sensitivities and represent customer outcomes• Provide configuration, scripting and reporting consultancy, working with the customer and… Show more • Pre and Post Sales consultancy• Translate customer requirements into bespoke and complex network based solutions• Produce high level designs and functional specification for the solution, working closely with the project manager and service delivery teams responsible for building the solution• Understand customer operations, existing service sensitivities and represent customer outcomes• Provide configuration, scripting and reporting consultancy, working with the customer and service delivery teams to configure the appropriate application(s).• Work with product development and support teams to define bespoke support arrangements for the solution Show less

Transformation project of IT and SAP helpdesk • Technical lead and liaison for Contact Centre Managed Services team (CCMS)• Customer Service Delivery Management and Customer liaison• Principal Consultant, with strong practical technical, analytical and business skills• Performing application and solution upgrades• Complex Issue isolation, identification, resolution and management• Provision of architecture design and quality assurance• Third party vendor… Show more Transformation project of IT and SAP helpdesk • Technical lead and liaison for Contact Centre Managed Services team (CCMS)• Customer Service Delivery Management and Customer liaison• Principal Consultant, with strong practical technical, analytical and business skills• Performing application and solution upgrades• Complex Issue isolation, identification, resolution and management• Provision of architecture design and quality assurance• Third party vendor management• Development of global standards for documentation, operational processes and procedures• Technical support transition assessments Show less

Datels is a service provider back office integration, real time and historical reporting. Wing in work specialized in working customer interaction environments e.g. contact centers. Following are few integration performed and deployed• Fully functional Soft phone development in Visual C++ by using CVLAN and ASAI APIs and to integrate it with Altitude CRM• Complete Soft-phone Application in Visual C++ for Siemens Hipath using their PBX APIs• Development of real time Call Center… Show more Datels is a service provider back office integration, real time and historical reporting. Wing in work specialized in working customer interaction environments e.g. contact centers. Following are few integration performed and deployed• Fully functional Soft phone development in Visual C++ by using CVLAN and ASAI APIs and to integrate it with Altitude CRM• Complete Soft-phone Application in Visual C++ for Siemens Hipath using their PBX APIs• Development of real time Call Center monitoring Wallboard to monitor the activity and staff• Customized email client for multi-channel call center • Multiple customized Agent pop-up screens pulling data from multiple back office sources Show less

Worked on different project using languages like MS Visual C++, Visual Basic, ASP, HTML, VB Script, MS Sql, PL SQL