PowerSchool

Lead Support Operations Analyst II

Lead Operations Analyst

Senior Operations Analyst - Customer Operations

Operations Analyst - Customer Operations

• Provide application support on cases escalated from Technical Support Specialist teams pertaining to: software functionality, incident resolution and system configuration while adhering to defined processes and quality standards.
• Act as liaison between Technical Support Specialist and Technical Support Engineering teams
• Review escalated cases and knowledge-base articles to ensure proper documentation
• Provide mentoring to first level support teams
• Provide world-class support and service, adhering to defined processes and quality standards.
• Act as a live escalation point for technical issues
• Troubleshoot and resolve/escalate server issues

Senior Technical Support Specialist

Pearson School Systems (PowerSchool Canada)

The primary objective of this position to provide world-class technical support to a broad base of users. To be able to provide a unique mixture of solutions-oriented technical support and customer service, resulting in maximum customer satisfaction.

Job Duties include:
• Contribute to overall success of the customer, the support team and the company.
• Consistently exceeding targets on all key performance indicators: Average Handle Time (AHT), Quality Assurance (QA),and First Call Resolution (FCR)
• Preforming diagnostics, troubleshooting system administration via Internet and Remote Connection tools.

TEAM LEAD
The primary objective of this position is to provide leadership support to the existing management team. Given the opportunity to demonstrate my leadership abilities and receive valuable insight into Support Management processes.

Job Duties include:
• First point of contact when the Supervisor is unavailable.
• Assisting the Supervisor to complete various tasks
• Manage the call center queue of approx 50 agents in around 7 physical locations and assist in customer satisfaction issues
• Acted as liaison between Technical Support Specialist and Technical Support Engineering teams.
• Critiquing cases created by agents.
• Provide mentoring to first level support teams.
• Duties assigned by Supervisor that are in alignment with positions roles and responsibilities.

KNOWLEDGE-BASE TEAM
• Create and update knowledge-base articles to address frequently asked questions.

Technical Support Specialist - Team Lead

Valika Technologies

•	Understand the business issues and data challenges of client's organization and industry.
•	Identifies client organization's strengths and weaknesses and suggests areas of improvement.
•	Transitioned business needs into software requirements by coordinating with the software development team and the clients for the products being developed.
•	Provide ongoing consultancy and solutions.

GM - IT

Tejari Pakistan Ltd.

•	Managed the customized e-Procurement system based on Oracle E-Business Suite 11i.
•	Lead the team to work on Netsuite to ensure accuracy of CRM data and process compliance. 
•	Lead specialized trainings on the e-Procurement process of Oracle E-Business Suite (customized for Tejari) to the procurement staff of buyer organizations.
•	Lead the weekly conference calls with the Key Stakeholders in which different issues related to the functionality of Oracle (e-Procurement) system and Netsuite CRM were addressed and resolved. 
•	Focal point for integration projects between different ERP systems and the ‘Tejari Transact System’.
•	Acted as a liaison between the technical staff and the Business. Responsible for communications between Project Team and other related departments.
•	Member of the ‘Product Advisory Committee’ of Tejari FZ LLC, Dubai.
•	Analyze recurring customer problems/issues to develop systemic solutions.

Head of Customer Support

To manage the customer interface for Tejari Pakistan and ensure efficient service provision and addressing of issues related to the services & products offered by Tejari.

Customer Support Manager

Works360, LLC (eIntelligence (Pvt) Ltd.)

•	Worked with Technical & Sales Teams in deploying LANDesk. 
•	Co-ordinate with the software development team and deliver software projects for Works360 LLC in the USA. 
•	Launched and supervised the LANDesk Call Center.
•	Worked with developers and stakeholders to define project goals, objectives, constraints and risks. Gathered Requirements and documented project deliverables.
•	Co-ordinated with the software development team and the clients for the software projects that were being developed for a selective list of clients.

Regional Manager

WebTECHs

Managing my own business doing numerous projects related to Marketing, Software Development, Web Designing and Hosting and as a consultant to various companies including All Pakistan Trade Union Congress (APTUC) and Pathfinder Group of Companies.

Founder & CEO

Pathfinder Group of Companies

Monitoring the entire IT infrastructure of the company.

Installation of the ProTrac Security System at the US Embassy at Islamabad and the Consulates at Karachi, Lahore and Peshawar. Took Online training from TISCOR. 

Managed the Start up, launch and operations of Gift Express (an e-commerce enabled website carrying out full-fledged on-line shopping network operations) a special gift delivery service of SMS Couriers (Private) Limited, a company of the Pathfinder Group).

Member of the team involved in the Pathfinder Umrah Project in Jeddah (Aug – Sept 2001) to setup offices of the Umrah project in Jeddah, Makkah and Madinah.

Design and maintain the Defence Journal Magazine, Social Pages Magazine website.

Upgrading the I.T. skills of the senior executives by providing and arranging training for the whole Pathfinder Group.

I.T. Manager

Pakistan Computers

Responsibilities included Marketing and Support for Faxaway (E-Mail to Fax Service - www.faxaway.com). Specialized in setting up Intranets for various companies including Gerry's International, International Asset Management Co. Ltd., Security & Management Services (SMS), Interflow Communications (Pvt.) Ltd., Jamal's Yellow Pages, World Wide Cargo Service (WWCS) and Makarts.

Senior Executive

Barrett Hodgson Pakistan (Pvt.) Ltd.

Medical Sales Officer

Wellcome Pakistan Ltd.

Product Information Officer

Experienced Operations Analyst with a demonstrated history of working in the education management industry. 

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