Osama Fazal Email & Phone Number

Lahore, Pk

Lahore, Punjab, Pakistan

Managing total of 700+ resources in MS Biz Apps (Dynamics ERP, Dynamics Commerce, Dynamics CRM) and SAP from operational perspective.* Improved resource utilisation by 8%* Improved billing efficiency by 6.5%* Improved revenue per resource by 35%* Reduced cost of onboarding of resources by 28%* Introduced faster enablement of resource by adding 3 months projection for assignment.* Improved Bench utilisation by 9%.* Introduced improved training modules for technical resources by adding lab assignments* Improved bench utilisation by adding in-house development for in-house tools.* Improved resource projection and cross trainings by adding skill set inventory.* Better reporting for team leads, senior managers and C- Level executives around talent pool.* Cross - departmental trainings for better utilisation of resources, improving overall 9% of utilisation within MS Biz Apps.* Introduced supply pools in Egypt along with Pakistan for better talent mapping with market demands.* Central Support Pool, managed in Pakistan to provide services across the globe. * Introduced RaaS (Resource as a service) for middle east and african markets.

* Established Support Team, from 8 resources to 30, all client billable by increasing support billing to 40%.* Introduced L1, L2 Support Architects roles along with Product Experts and Knowledge Creaters.* Implemented Knowledge Article process to solve tickets, and adding automation via chat bots.* Improved workflows for support tickets. Also added provision to manage bug fixes and enhancements.* Managing SDLC for all enhancements, bug fixes and reports, in managed services life cycle.* Introduced 24x7 support for Microsoft Business Application to cover US, UK, Germany and middle east markets.* Introduced improved costing based on revenue per customer, engagement per customer, and severity of tickets.* Introduced Intern to Permanent hiring model to ensure resource utilisation from the moment they are hired.* Introduced real time dashboards and reports for resources, management and customers.* Added omnichannel integration, for one window solution and improved customer satisfaction.

Lahore, Punjab, Pakistan

Leading a team of 10+ SDET resources for Afiniti Switch Interface automation and testing.* End to end regression testing for US based customers.* Improved overall build testing from 2 working days to less than 3 hours, by introducing automation.* Using Cypress and Selenium for front end testing.* Using in-house linux based testing solution, HAMMER, for end to end product testing.* Dockers, Linux, AWS, C++, Python

I am working as Customer Brand Specialist for symphony commerce (ESW Capital) and taking care of brands' need for their day to day operations including, but not limited to, promotions, weekly / monthly / Semi annual sales.* Deliver what support cannot to save clients time, money and better customer experience.* Perform direct tasks from clients for orders, products, sales, promotions via code and DB updates.* Advanced troubleshooting from graylogs, Database, STRIPE, warehouse integration and other 3rd party tools* Weekly reports for sales, revenue, customers and various matrices.Achievements* Saved almost $40,000 quarterly by supporting issues waiting for Engineering fix* Training to Support and Brand Agents to perform self service for daily basic issues, reducing 65% of L1 tickets

Based in Austin, Texas, the ESW Capital group specifically focuses on buying, strengthening, then growing mature business software companies.By taking advantage of its unique operating platform, ESW revitalizes its acquisitions for sustainable success while making customer satisfaction a top priority. ESW and its affiliated companies have been in the enterprise software space since 1988, and the group includes notable brands such as Aurea, Ignite Technologies, Trilogy, and Versata.

Lahore

Independent Technical Consultant for Unified Fault Management Project - Jazz and WaridI am part of EMC trained professional team, who has successfully integrated below interfaces with EMC ViPR SRM Suite for Fault and Performance Monitoring.1) EMC SMARTS and Watch4Net/APG TELCO Domain• RAN (ZTE and Huawei)• CORE (Huawei CS & PS), • Transmission (Ericsson (Optical & Microwave) and Huawei (Optical & Microwave), • IN (AIR, CCN, SDP, HXC)• VAS (CRBT, EVC, MFS, SMSC, USSD)• QoS (Juniper)IP Domain• MPLS• BSD Network• IP Core• IBM NetcoolIT Domain1) Solution Packs• AVAYA VoIP ACM• Brocade FC Switch• CISCO MDS/ NEXUS• EMC Centera• EMC VMAX• EMC VNX• HP EVA• HP Storage Works P9000• IBM SAN Volume Controller• IT Servers Landscape• Microsoft SQL Server• NOC Network Landscape• Oracle Databases• Oracle MySQL Databases 2) AppDynamics• MFS• Siebel CRM3) vFabric Hyperic• Billing Platform• Biometric Platform• E-CARE Platform• EFICS Platform• EMS Platform• FMS Platform• ICT Platform• IT Security Platform• MNP Platform• PGWR Platform• RA Platform

Lahore, Punjab, Pakistan

Lahore

I am responsible for integrating various end systems with CRM. Including top of the line middleware, TIBCO, and provisioning system, Comptel InstantLink, is being used as a platform for integration with different Network Elements.Job responsibilities * Comptel Instantlink service activation & provisioning solution change requests analysis, design and implementation. * Comptel Instantlink service activation & provisioning solution integration with new Network Elements. * Comptel Instantlink service activation & provisioning solution administration. * Comptel Instantlink service activation & provisioning solution operations. * New VAS Projects Design & Implementation. * New CRs requirement analysis and implementation. * Multivendor coordination for end to end design and implementation of different VAS projects. * Project implementation and overall monitoring which includes coordination with different stakeholders/vendors and ensuring all the timelines are properly achieved. * Requirement Analysis. * Drafting Project Plans. * Solution Architecting, Design, Integration of core Telecom components/systems. * Coordination with Solution vendors and internal stakeholders. * Project Integration into existing environment. * Project Feasibility Report. * Solution Architecture Design. * System Integration Design. * Backup operations. * Infrastructure management. * Business Coordination.

Lahore

I am responsible for implementation and handover of core projects with finalized scope and design.* Working with Core Network Operations team to provide support for hardware installations, configurations and migrations of servers and routers for Data Core, IN/VAS, C4, C5 and RAN teams.* End to end ERP requisitions for Core Projects Inventory. * Furnishing Project Plan capturing all stakeholders and assigned timelines.* Testing & commissioning and handover to operation wing.* Reporting and tracking of project.* Physical deployment of equipment.* Media connectivity and testing.* Testing & commissioning and handover to operation wing.* Support to operation wing if required.I have also worked on Reporting and Approvals of Planned Activity Requests (PAR) in Engineering Division including,* PARs Approval and Reporting's from Engineering. * Approvals of PARs applied by various stake holders from Engineering. * PARs applied, checked for Validation * Approval from Stake holders. * Approval of PAR with respect to Nature (service effecting or non-service effecting). * Involvement of costumer care stake holder for network outages. * Aligning resources from different departments for completion of PARs. * Post PAR Reports from concerned department.

Executive Development Program

Bachelor'S Degree, Telecommunications

Fsc, Pre Engineering