Zafar Iqbal Muhammad Email & Phone Number

Dubai Emirate, United Arab Emirates

I. Administration of SQL Server staging and MySQL Production environments.II. Understand the priorities and assigning the work-load efficiently to the team members and meet the deadlines.III. Analysis of historical data and generate scheduled/requested ad hoc reports for Operations & Police departments as per escalated requests received from RTA.IV. Auditing internally and provide assistance to external auditors on monthly & annual basis to ensure data integrity; moreover validating user access SOPs followed across all departments.V. Complete user administration and access control of functions and reports based on roles in various applications. Major accomplishments:i. Solely worked on design and implementation of departments’ technical documents that put together 100+ technical processes under one umbrella.ii. Created dashboards & efficient reports identifying workload and productivity easing work of 70+ users.iii. Automated 20+ reports that resulted in reduction of efforts by a whopping 30% man hours.iv. Built the Service desk requests’ process from scratch covering review, escalation and resolution.v. Chairman of the access control review sessions held every quarter of the year.

Dubai Emirate, United Arab Emirates

I. Worked collaboratively with a variety of stakeholders to develop business requirements and functional design papers.II. Obtaining client projects and user stories while managing user sprints to align clients & stakeholders.III. Writing QA and UAT test scripts and organizing end-to-end system testing, mapping business processes, constructing data bases and creating training/knowledge management documents.IV. Allocation of resources according to priorities and severity levels while managing time & assets to finish projects and deliver results within set deadlines.V. Propose solutions regarding data-fixes and critical issues to Operations, Level-2 & Database teams and at the same time perform data-fixes using Generic SQL Scripts/Predefined Stored Procedures as per SALIK Operations & RTA approved requests.Major accomplishments:i. Conducted business requirements elicitation and created detailed functional requirements for 9 different departments.ii. Facilitated communication between multiple functional teams and the software team in order to identify application issues, remediation strategies and the deployment path.iii. Participate in JAD meetings to gain a better understanding of existing and future business requirements, as well as document the design specifications for about 150+ processes of various departments.iv. Thoroughly involved in the RCA for identifying application bugs and data fixes and supply the best remedies.v. Point of contact for customers and client to mediate handling and resolving all sorts of system related issues.

United Arab Emirates

I. Analyze customers’ data & disputes to maintain accurate database & address any system related issues.II. Coordinate with the software & IT departments for resolutions upgrade systems.III. Manage key performance indicators in coordination with the management to ensure that service and operations requirements are accounted for within the set standards.IV. Review the procedures and business rules to ensure compliance with RTA requirements and develop policies in collaboration with the management to deliver the highest level of service quality.V. Contribute to the development of strategies for customer care excellence and ensure compliance with RTA guidelines.VI. Arrange team assignment, daily tasks, and shifts schedules.VII. Handle on-job training for new joiners from basic work related knowledge to technical skills (MS Utilities).VIII. Compile and monitor performance reports based on MS Office & SQL pertaining to customer care, and follow up with Management on daily requirement & updates.Major accomplishments:i. Verified and validated 100-120 customer’s data on a daily basis which had increased up to 200-250 per day at one point in time due to raised awareness and high volume of customers and usage of toll systems.ii. Spearheaded a team of 30 members in bringing down the workload to normalcy within a week’s time.iii. Promoted to QC team to overlook & ensure the quality of work of a team consisting 25 members.