Customer Support Manager (2018 - Present)• An important member of Company’s sales team to meet & exceed goals for sales revenue, market share, profitability & growth for its OEM and Aftermarket products in off highway, truck/coach, light duty, construction, mining & marine sectors in Ontario• Identify & develop new & existing customers, identify their needs, address their concerns, provide them excellent support which enhances customer experience level, assist un-satisfied customers & work on continuous improvement tools • The customers include leaders in their business segments and new budding companies• Coach, motivate, create awareness & increase product knowledge of Company’s product portfolio among customers for their better understanding & decision making to transact with our company on consistent basis• Analyze metrics: define & establish customer support best practices; track standardized customer support metrics & drive to achieve all customer support targets & be an effective voice of the customer to our leadership• Company’s product portfolio includes engines, engine parts, accessories, distribution, machining & reconditioning services for brands like Scania, Kohler, Isuzu, Perkins, FP Diesel, IPD, McBee, Borg Warner, Garret, Holset, Bosch, Delphi, Zexel, Denso, Pure Power, Yanmar, Racor, Horton, Caterpillar, Cummins, Detroit, Deutz, Volvo, Komatsu, International, Massey Ferguson, Waukesha, Wabco, Grammer, KAB, Proheat, Dorman, etc.

WAJAX One of the Canada’s large Companies in Product Distribution ServicesBusiness Systems Analyst (2018 - 2018)• An important member of Company’s strategic project of materializing the One Wajax goal by Implementing new Infor M3 ERP throughout the whole company, thus integrating 3 different divisions into one entity• Responsible for development of new ERP system (Infor M3) for equipment team• Subject Matter Expert in M3 ERP for the team in set-up, supply chain, rent, sale and service aspects for all types of Equipment offered by the Company• Training of current team members and future users on Infor M3 ERP• Worked on INFOR M3 cloud Suite in collaboration with Infor Business Consultants and Wajax SMEs• Ensured M3 configuration as per business requirements and taking help from Implementation Accelerators (IA’s) taken from Infor for quick implementation of project• Developed a master document “Guiding principles for equipment set-up in M3”• Member of Company’s another strategic project on developing a best in class “Customer Support Center”• Enhance “Customer Experience Level” by putting the customers at center of their activities & provide fast, reliable & consistently superior customer service thus reducing customer contact complexity• Interpreted and developed solutions based on the needs and requirements of customers in Wajax core segments• Contributed in developing a basic blue print for setting-up a CSC with physical locations and virtual expertise • Contributed in preparing Customer Support Center FAQs for Company wide distribution • Contributed in preparing a set of standard greetings package to be used by Wajax staff in attending the customer calls & requirements

•Responsible for the overall growth & market share of Cat PM Products (Filters, Fluids & Batteries) & Hydraulics Products. This included, but not limited to;° Analysis of market opportunity ° Planning & creation of marketing plan, programs & sales initiatives° Education of employees & customers ° Bundling of PM & Hydraulics products with sales / CSA’s•Worked with following divisions of business to grow sales of Cat Parts & Toromont Value added services; •Tractor/Construction, Mining, On-highway Cat Trucks & Cat Power Systems/Commercial•Influenced the branch & sales rep. behavior to grow POPS-C in PM & Hydraulics Parts & helped to proactively drive down equipment life cycle cost through the sales of related PM services. (EM Solutions L4-5 & Life Cycle Consulting Services)•Worked with Caterpillar, ExxonMobil/Imperial Oil Limited(IOL), Digital Marketing, EM Services, Corporate Parts & Product Support Sales Managers (PSSM’s) to identify & analyse PM & Hydraulics products opportunities•Worked closely with suppliers & PSSM’s to design & implement programs to capture the PM & Hydraulics opportunity; it included programs targeted by region, branch, division & ultimately down to the customer level•Developed, planned & delivered regular PM & Hydraulics Products trainings to product support staff & customers•Worked with Cat/IOL & PSSM’s to bundle PM & Hydraulics programs, clinching several big business deals•Collaborated with Caterpillar & ExxonMobil/Imperial Oil Limited & partner Cat dealers to share best practices•Developed & implemented several multi-tiered short-term campaigns/promotions for Cat Filters & Fluids, Cat Batteries, Cat Hydraulic Hoses & Couplings & Cat Hydraulic Pumps & Motors with full monitoring & analysis•Actively participated as a pilot dealership for different Cat initiatives/ projects & introduced new products•Increased our market share with optimum profit & growth by rationalizing systems & processes to accomplish business excellence

•Responsible for development of new ERP system (INFOR M3) for Supply Chain business process team with all types of Prime Products in Zahid Group•Led & Managed the Prime Product (PP) team, consisted of; o PP Planning, Procurement & Warehousingo PP Saleso PP Marketing & Customer Life cycle Management (CLM)•Worked on INFOR M3 version 13.2 & 13.3•Responsible for process work stream with End-To-End processes•Provided leadership & direction to team leads & had close contact with Process Owner to ensure consistency of design approach amongst different functional work streams by ensuring a global, uniform end-to-end solution for business process•Managed/Planned/Coordinated & Reported team tasks to ensure that project meets all target deadlines•Responsible for solution concept & design•Ensured M3 configuration as per business requirements•M3 champion/system go-to person/Single point of contact, accountable for the team•Managed the Documentation, Mavim Rule Updates, Process Mapping, Business processes re-engineering for all relevant business processes during Configuration, Data migration & testing phases•Fully involved in Organizational Change Management•Appraised team members•Liaised with INFOR / Accentia Business Consultants & Zahid group Stakeholders & SMEs •Provided direction & guidance to develop & review documentation for Strategic Decisions, Assumptions, Business Scenarios, Solution definitions, item master, Proto type & Test plans, process mapping, configuration, data migration, configurations, test plans, deployments etc. •Developed processes to handle discovery workshops, Configurations, user practice & validation of configuration, user acceptance test, final configurations•Planned for smooth Go-Live activity•Proactively anticipated & took corrective & preventive actions•Identified & managed project business requirements, scope, risks, issues, key decisions & contingencies•Actively presented/justified change requests to the Design Authority/PGT

Managed the following segments; o Miningo BCPo GCI - W&I•Managed Business Planning, Sales targets achievement in terms of New equipment revenue target, market share, delivery forecast accuracy, Equipment inventory turns, Gross Profitability, Customer Experience & Personal marketing effectiveness objectives•Extensively traveled & supported regional sales teams to develop their operational planning, forecast, positioning strategy & collect competitive intelligence•Managed demand planning & participate in S&OP meeting with Caterpillar•Procured & warehoused prime products & provided regional teams with right machine at right time with right cost & right specifications•Managed extensive marketing of products by developing commercial marketing & product training programs, New Product Introductions (NPI) through promotions, customer events, incentives & marketing campaigns•Worked with digital marketing to understand & communicate marketing messages for B2B and B2C marketing, including customer events, sales & product support initiatives, banners, logos, giveaways, promotions, incentives & other marketing campaigns•Worked with internal stakeholders e.g. product support, service operations, technical services & finance•Trg, & Dev. of sales force & customers on regular products & NPI’s•Devised & offered Customer specific solutions by regularly visiting relevant Consultants, Contractors & end users•Provided commercial & technical input on specifications, pricing & delivery of prime products to regional sales teams•Developed and implemented right pricing strategies•Developed comprehensive data/files on all competitors as part of market research & looked for having “bid specifications” written to favor Caterpillar products•Developed thorough knowledge of relevant industry & products•Supported sales teams and customers to identify optimum machines & design best fleet sizes•Deployment Champion for “360 Solutions”

Senior Engineer (Planning & Contracts) (2005 – 2008)• Headed the Planning department of Pakistan’s largest Gas Purification Plant at Sui gas field.• Managed planning, monitoring and reporting - Operations & Maintenance schedules – (predictive, preventive maintenance and turnarounds) and also budgets (formulation, monitoring, and control).• Carried out number of project feasibility studies including design and modifications leading to improvement of machinery operation, its components and overall systems at Plant.• Project management - including planning, managing, controlling, closing and reporting of projects.• Carried out, several projects which included complete engineering/design, procurement, construction of civil & mechanical facilities and installation & commissioning of equipment. • A key feature of the job role was to plan, schedule, supervise and report maintenance services using SAP Plant Maintenance module. • Analysis of mechanical failures in the operating plant machinery by investigating those failures/break downs and finding the root cause.• Contract management - prepared, executed & monitored number of civil, mechanical & maintenance contracts.• Core member of the Plant team to achieve ISO 9001:2000, ISO 14001:2004, OHSAS 18001 certifications and Total Quality Management (TQM) and Process Safety and Risk Management Evaluation (PSRME) for the Plant.

Senior Engineer (Maintenance) 2004 – 2005• Headed the Mechanical Maintenance Department and also supervised Inspection & HSE matters.• Planned and supervised maintenance services like condition monitoring, planned preventive maintenance using SAP Plant Maintenance module, overhauls/turnarounds, inventory control, planning & scheduling, budgets preparation and monitoring and inspection of all rotating and stationery equipment of Gas Purification Plant. • Carried out numerous feasibility reports to improve machinery, its components and overall systems at Plant, including design and modifications.• Supervised a lot of projects including installation and commissioning of machines and their modification jobs. • Carried out several jobs of designing maintenance facilities including process machinery, tools & equipment to use during predictive and preventive maintenance.• Managed predictive maintenance/condition based monitoring. • Arranged, inspected and managed installation, modification and commissioning of machines/equipment at Plant.• Analysis of mechanical failures and breakdowns with follow up on reports generated on those incidents to avoid such an incident in future.• Enhanced the productivity of maintenance dept. (gas processed / man hour) by 17%.

Production Manager (2002 – 03) • Headed Cigarette Manufacturing Department. Responsible for ensuring/planning & implementation of the Company Policies related to Production and optimise utilisation of men, machinery and materials to meet the market requirements of quality cigarettes with emphasis on operating parameters like output, supply chain cost, wastages, machinery utilisation, Environment, Health & Safety and quality in shifts.• Managed to improve the productivity and crew rationalization, waste reduction, inculcate Quality conscious culture and continuously review product quality and market complaints and implement corrective and preventive actions.• Managed increase in Factory productivity (cigarettes per man hour by 15%).• Managed the team in reducing wrapping material waste by 30%.• Member of the core team of factory to achieve MRP-II Class A.• Member of the core team of factory to achieve ISO 9001, ISO 14001 and SA 8000 certifications for the factory.• Negotiated successfully with CBA (Labour union) to rationalise the crew to run the machines with lesser crew.• Led the project of streamlining the maintenance process of machines thus enhanced the production volumes.

Engineering Services & Projects Manager (2001 – 02)• Headed Projects & Engineering Department (including EH&S). Responsible for planning & implementation of Engineering & Project management Services with Integrated Management Systems (IMS) EH&S. This included provision of engineering services to Production/Processing facilities, bulk storages, civil construction and Community related projects along with trouble shooting & preventive maintenance of these services. • Developed and executed short & long term modernization plans for the factory.• Managed the planning, arrangement of manufacturing, installation and commissioning of machinery required for modernization, productivity improvement, replacement, including up-gradation, standardization and rectification of 2nd hand machinery. Place Purchase Order & follow up with international and local machinery suppliers. • Led the Municipal Solid Waste (MSW) Project - arranged installation, commissioning and operation of a Municipal Solid Waste management plant, which included social awareness, waste collection, segregation, conversion of waste into organic manure(composting), at Jhelum city in collaboration with local administration – selling manure and in-organics separately (first of its kind initiative in the corporate sector). • Led the factory team to raise the IMS-EH&S BAT (British American Tobacco) Road Map (scale 0 - 4) rating from 3.13 to 3.683 (Dec 2000 – Dec 2002), highest in the BAT OpCos of Asia-Pacific region.• Supervised the Engineering stores team to reduce the spares inventory level to minimum and no. 1 position in Asia-Pacific region of BAT OpCos and achieved a service level of 98.5%.• Managed the installation & Commissioning of an Effluent Treatment Plant in the factory.• Led the project team to do complete renovation of the production department with new layout of machines & extension in building with HVAC, floor tiling & other services………in a record less time.

Project Engineer (also additionally as Services Engineer & EH&S Manager) (1996– 2001)• Responsible for planning & timely completion of all the civil, electrical, mechanical, HVAC, energy related projects at Factory and Leaf area (including preparation of financial as well as technical evaluation reports, comparing alternates, type of machines/ equipment, work-out cost of the projects, prepare feasibility reports for approval).• Provision, maintenance and trouble shooting of engineering services to the production facilities and Green Leaf Threshing factory. • Implementation of EH&S plans and targets at factory and develop procedures and solutions to reduce the EH&S impact of relevant activities by recommending new work practices, procedures or materials, new equipment or modification to existing equipment. • Arranged installation & commissioning of latest new generation high speed cigarette making and packing machines on the factory floor.• Received Award of “zero accidents in a year” by BAT.

Pakistan Largest Polyester plant (Joint venture of Mitsubishi of Japan, Sam Yang of South Korea and Dewan Mushtaq Group of Pakistan) (1993 – 1996)Shift Engineer (1993 – 1996)• Worked as Shift Engineer in Utilities / Engineering services department. • Main responsibilities were to ensure smooth operation of Utilities and Boiler-Turbine-Generators and consistent supply of Utilities, steam and electricity to Process operations departments.• Achieved zero breakdowns / unplanned power cuts to the process for two consecutive years.