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.
• 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.

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.
• 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

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.
• 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.
• 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.