Munam Khalid Email & Phone Number

Lahore, Pk

• Implemented AI-driven monitoring and automation tools (Splunk, Dynatrace, ServiceNow) for real-time anomaly detection, incident management, and self-healing workflows, reducing downtime and manual intervention.• Strengthened cybersecurity and compliance through proactive governance and automation, improving data protection and regulatory adherence.• Led the Social Security Administration (SSA) Virtual Agent Integration Project, integrating Generative AI and virtual bots with advanced Text-to-Speech (TTS) and Speech-to-Text (STT) capabilities to handle self-service calls and address top 10 scenarios for user inquiries.• Utilized Google Dialogflow CX to design conversational workflows • Deployed AI-powered insights to identify pain points and improve user satisfaction through advanced call handling through sentiment analysis• Enhanced Root Cause Analysis (RCA) using AI-powered platforms (RCA Accelerator, ServiceNow), optimizing processes with methodologies like 5 WHYs & Fishbone analysis.• Deployed AI-based prioritization & ticketing systems (BigPanda, Jira, BMC Remedy), improving resolution times and focusing resources on high-impact issues.• Automated knowledge management and self-service solutions (DialogFlow, RASA, AzureAI), empowering end users to resolve common issues independently.• Designed SLA-driven escalation workflows and real-time alerting systems (Self-service Bots), ensuring timely updates and incident resolution compliance.• Designed AI-enhanced IT operations and automation, leveraging predictive analytics tools (IBM Watson AIOps, Splunk ML Toolkit) to proactively address incidents and improve operational resilience.• Developed unified dashboards and analytics using PowerBI and Tableau to track metrics and drive continuous improvement across management.

Lahore, Punjab, Pakistan

• Led integration of Salesforce CPQ with MS 365 environment, resulting in a streamlined sales process and increased efficiency across multiple teams, including Sales, Pricing, Legal, Contracts, Billing, Implementations and Client Services.• Spearheaded the digital transformation of the company's price book and architected a process-based application that seamlessly integrates with Salesforce, SharePoint and MS PowerBI through PowerAutomate.• Designed and developed role-based forms and screens to efficiently process client requests, resulting in a significant reduction in cycle time from 6 months to 1 month, while minimizing errors.• Introduced a PDF contract generation feature that synthesizes validated data from Sales, Legal and CEO, ensuring a streamlined and error-free contract execution process.• Possess hands-on experience in MS 365 apps and all process flows created on MS Visio.

Lahore, Pakistan

• Evaluated and deployed AgilePoint, a low-code development platform to streamline business processes• Collaborated with HR to map current processes and identify opportunities for automation and digitization• Improved end-to-end process from hiring to completing onboarding, reducing cycle time from 30 days to 14• Integrated organization-wide data sources to automate processes based on defined scenarios and timelines• Provided a comprehensive view of company-wide processes to track and identify inefficiencies• Leveraged technology to streamline processes, improve efficiency, and reduce costs• Contributed to the overall success of the organization through this initiative.

Lahore, Pakistan

Transformed SDLC from traditional Waterfall model to Agile Scrum methodology leveraging Azure DevOps.• Implemented new process effectively through clear metrics to measure performance and benchmarking retrospective data to pinpoint areas of improvement.• Achieved significant increase in product development speed, reduction in cycle and lead time, and better product quality through the transformation to Agile Scrum.• Enhanced collaboration and communication between teams through adoption of Agile Scrum, resulting in increased productivity and efficiency.• Streamlined software development process, leading to quicker delivery of MVPs and increased client satisfaction.

Lahore, Pakistan

• Optimized the workflow and configuration of Mirth Connect to streamline the exchange of lab results between multiple channels/systems.• Collaborated with the technical and clinical teams to identify and address any issues that arose during the process of lab results delivery.• Ensured delivery of lab results (HL7) accurately and in a timely manner through SFTPs and Cron jobs.• Improved the efficiency and reliability of the lab results delivery process.• Achieved Fast Healthcare Interoperability while ensuring HIPAA compliance.

Lahore, Pakistan

• Improved organizational processes and workflows by implementing efficient project management systems using MS Project, resulting in streamlined project timelines, resource allocation, and holistic tracking of SDLC progress.• Developed collaborative workflows and document management systems using SharePoint, which enhanced information sharing across teams and led to increased productivity, cost savings, and better decision-making through the use of data-driven insights.• Created training materials and provided guidance based on Six Sigma methodology to identify inefficiencies, resulting in process improvements and increased operational efficiency.

• Managed incident, problem & change management processes, ensuring ITIL compliance and operationalexcellence.• Conducted Root Cause Analysis (RCA) to resolve recurring issues, employing tools like Fishbone Analysisand 5 WHYs for effective resolution.• Monitored global IT infrastructure, including data centers, servers & GNOC operations, ensuring uptime andperformance reliability.• Led Level 1 technical support for system administrators, Microsoft Exchange servers and cybersecurityoperations, providing critical production support.• Developed & enforced IT governance frameworks and SLA/OLA standards to maintain high-quality servicedelivery.• Collaborated with cross-functional teams to optimize disaster recovery strategies and enhance IT businesscontinuity planning.• Built and maintained compliance with frameworks such as COBIT, ISO 27001, and PCI DSS, supporting auditreadiness and regulatory adherence.• Conducted IT audits and risk management to ensure alignment with cybersecurity protocols, data privacylaws, and regulatory frameworks (COBIT, COSO, PCI DSS).• Created automated workflows and dashboards using tools like BMC Remedy and SharePoint, improvingefficiency and visibility across IT operations.