Establishing and leading an advanced Smart and Healthy Software Support Department to address the diverse needs of customers across North America. Key responsibilities encompass driving and implementing strategic initiatives, fostering collaboration with cross-functional departments to optimize software performance, and elevating the overall customer experience.Key Duties:- Crafting and executing plans and strategies to analyze support metrics, identify trends, and spearhead continuous improvement initiatives.- Serving as the subject matter expert in maintaining and reporting on technical support metrics to facilitate data-driven decision-making.- Coordinating the development and execution of operational and budget plans, ensuring workgroups consistently surpass operational performance and financial objectives.Empowering the Software Support Team:- Providing leadership to the Software Support Team, equipping them with the necessary skills and tools, including Salesforce, Jira, and AI tools, to deliver efficient and customer-centric services.Talent Development and Management:- Implementing effective performance management and ongoing feedback strategies to cultivate strategic thinking, talent development, and succession planning across teams and disciplines.Cultural Leadership:- Shaping and reinforcing the team's culture through intentional actions and a visible leadership presence, emphasizing desired behaviors.Ultimately accountable for the effective enhancement of support services, elevating customer satisfaction levels, and ensuring the team consistently meets and exceeds service-level agreements.

Overseeing the day-to-day operations of the technical support team of 15 members, ensuring efficient resolution of customer issues, and maintaining high levels of customer satisfaction. Responsibilities:1. Team Leadership: - Provided strong leadership to the technical support team, fostering a positive and collaborative work environment. - Led, coached, and mentored team members to achieve individual and team performance goals. - Conducted regular performance reviews, set objectives, and identified opportunities for professional development.2. Operational Excellence: - Oversaw the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer issues. - Developed and implemented support strategies to enhance efficiency, responsiveness, and overall customer satisfaction. - Collaborated with other departments to optimize processes and improve the overall customer experience.3. Customer Issue Resolution: - Acted as a point of escalation for complex customer issues, providing guidance and ensuring timely resolution. - Analyzed customer feedback and support metrics to identify trends and implement continuous improvement initiatives and reporting to the Customer Support Department leadership.4. Team Empowerment: - Worked with the leadership to equip the technical support team with the necessary tools, resources, and training to deliver exceptional customer support. - Fostered a customer-centric mindset within the team as per the vision of the leadership, emphasizing proactive problem-solving and effective communication.5. Performance Metrics: - Established and monitored key performance indicators (KPIs) for the technical support team as per the departmental goals. - Regularly analyzed performance metrics and followed strategies to meet or exceed service-level agreements as per departmental guidelines.

Overseeing the day-to-day operations of the technical support team of 15 members, ensuring efficient resolution of customer issues, and maintaining high levels of customer satisfaction. Responsibilities:1. Team Leadership: - Provided strong leadership to the technical support team, fostering a positive and collaborative work environment. - Led, coached, and mentored team members to achieve individual and team performance goals. - Conducted regular performance reviews, set objectives, and identified opportunities for professional development.2. Operational Excellence: - Oversaw the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer issues. - Developed and implemented support strategies to enhance efficiency, responsiveness, and overall customer satisfaction. - Collaborated with other departments to optimize processes and improve the overall customer experience.3. Customer Issue Resolution: - Acted as a point of escalation for complex customer issues, providing guidance and ensuring timely resolution. - Analyzed customer feedback and support metrics to identify trends and implement continuous improvement initiatives and reporting to the Customer Support Department leadership.4. Team Empowerment: - Worked with the leadership to equip the technical support team with the necessary tools, resources, and training to deliver exceptional customer support. - Fostered a customer-centric mindset within the team as per the vision of the leadership, emphasizing proactive problem-solving and effective communication.5. Performance Metrics: - Established and monitored key performance indicators (KPIs) for the technical support team as per the departmental goals. - Regularly analyzed performance metrics and followed strategies to meet or exceed service-level agreements as per departmental guidelines.

• Lead configurator for the Advance GIS Software application with GIS data integration for end user interface for Rural and Urban municipalities.• Subject Matter Specialist fro MuniSight Applications• GIS Support analyst, in a fast paced, dynamic environment; handling first level support requests from clients, assigning and prioritizing work and following up with clients.• Provide second tier GIS support for Intergraph GeoMedia Desktop and WebMap solutions, MuniSight AG, PD and ES solutions and Leica high-accuracy mobile GPS solutions.• Completed various GIS related tasks/projects for clients throughout Alberta, Canada (Rural Municipalities/City).• Spatial data creation, GIS Data analysis and maintenance, custom cartography, Data integration for future trend modelling for Economic Development for clients using GeoMedia Professional and MuniSight software.• Provide documentation and on-site training for clients relating to GeoMedia, Leica and MuniSight software and workflows.

• Support analyst, in a fast paced, dynamic environment; handling first level support requests from clients, assigning and prioritizing work and following up with clients.• Provide second tier support for Intergraph GeoMedia Desktop and WebMap solutions, MuniSight AG, PD and ES solutions and Leica high-accuracy mobile GPS solutions.• Completed various GIS related tasks/projects for clients through out Alberta, Canada (Rural Municipalities/City).• Spatial data creation, GIS Data analysis and maintenance, custom cartography, Data integration for future trend modelling for Economic Development for clients using GeoMedia Professional and MuniSight software.• Provide documentation and on-site training for clients relating to GeoMedia, Leica and MuniSight software and workflows.

•Mapping and creation of maps for environmental management using GIS and SRS•Geological mapping & interpretation of Satellite Images•Integration of environmental and geological data with satellite images and GIS•Digital Image Processing for identification and land marking of geological and land-cover features for environmental monitoring•Preparation of strategies and plans for environmental management using Remote Sensing information•Analysis and management of sites for environmental impacts of operation using RS applications•Capacity building (GIS/SRS)

•Taught Geo-informatics (GIS/SRS) to M.Sc. students (6 Sessions)•Taught environmental management, water system, river and catchment area management to students using Geo-informatics.•Supervised Thesis /Research work for water quality monitoring of Rawal Dam Islamabad, using Geo-informatics.•Managed course content development and delivery to students