MADEEHA QAYYUM

House No. 533, Block A, Faisal Town, Lahore, Pakistan
Mobile Number: +92 345 8400140
Email Address: [email protected]
Skype ID: me.maddy2

OBJECTIVE

I am looking for a platform that could take advantage of my technical, computing, innovative and management skills while offering me a substantial growth towards my professional and research career.

EDUCATION

University Of Central Punjab (UCP) – Bachelors of Computer Science (Honors) – April 2004.

Certifications

PRINCE2® Certified
SSYB & SSGB Certified (Six Sigma Yellow & Green Belt)
Cisco Certified Networking Professional (CCNA)
National University of Science & Technology (NUST) – Management Development Program Red Way of Work

TRAININGS

Ø  AWS Solutions Architect – Associate
Ø  Microsoft Azure Platform
Ø  Scrum & Agile Methodology
Ø  Red Way of Work
Ø  Microsoft SharePoint
Ø  Advance training on design and implementation of CTI Solution for Contact Center offered by Genesys,

Framework Overview & Installation (FRI, FRO)
Ø  Genesys Routing & Reporting (RRI).
Ø  Genesys Voice Overview & Installation (GVO, GVI)
Ø  Microsoft Certified System Engineer (MCSE) – 6 months training from Corvit Systems
Ø  Cisco Certified Networking Professional (CCNA)
Ø  RED HAT Linux training (By Corvit Systems (PVT) LTD., Lahore)
Ø  Advanced Business Communication (By NAVITUS)
Ø  Advanced Presentation Skills (By Nigel Allfrey Associates Ltd.)
Ø  Conversations with Candor (By Simitri)
Ø  Understanding of SOA, TOGAF, ITIL, PMBOK
Ø  Understanding of TIBCO & Contact Center applications like Siebel CRM, CBS
Ø  Understanding of SDLC, Oracle, MS SQL

PROFESSIONAL EXPERIENCE

Product Director | Ci3 [Oct 2019– Present]
QuickBills MD Pvt. Ltd.

Technical Project Manager [Feb 2019– Oct 2019]
QuickBills MD Pvt. Ltd.

Assistant Manager Digital Retail Solutions [March 2016– Jan 2019]
Telenor Pakistan

Contact Center Architect and Technologies Expert [September 2012– February 2016]
Telenor Pakistan

Specialist Contact Center Planning & Implementation-Team Lead Role [August 2010 – August 2012]
Telenor Pakistan

Specialist Contact Center Operations [May 2010 – July 2010]
Telenor Pakistan

Contact Center Technology Operations Executive [May 2008 – April 2010]
Telenor Pakistan

IT Operations Officer [September 2006 – April 2008]
Telenor Pakistan

Network Administrator [September 2003 – March 2006]
HITechLogics

Product Director | Ci3 Experience
Ø Ensuring Implementation of project & product management standards and practices
Ø Responsible for managing Ci3’s (inhouse ERP Product https://ci3.ae) complete product lifecycle Ø Representing CI3 product at different platforms within US, Middle-east, KSA & Pakistan.
Ø Preparing client-based demos for CI3 product

Technical Project Manager Experience
Ø  Preparing RFPs and budgetary proposals for different clients in US and Middle-east & KSA.
Ø  Responsible for managing and delivering different IT projects inhouse
Ø  Implementation of IT service Desk throughout the organization

ERP Solution Development
Ø  Responsible for development and implementation of a complete ERP solution (inhouse product), initially targeting healthcare industries in Middle-east, KSA and Pakistan
Ø  Implementing code structures and managing project code at Bit Bucket, Git Hub. AWS & MS Azure Deployments

AWS & MS Azure Deployments
Ø  Managing deployments of projects at AWS & Microsoft Azure
Ø  Implementation of AWS & Azure services for different clients in US and middle-east
Ø  Ensuring website security standards, implementing SSL for different clients in US & middle-east

Digital Retail Solutions Experience
Ø  Providing Digital solutions to Retail market in Pakistan (Digitizing the Core)
Ø  Worked as Technology & Integration Lead in Digital SSC project (Digitalizing Sales & Service Center operations)
Ø  Designing Digital Strategy for Retail market
Ø  Digitizing conventional IVR for Telenor Pakistan (as Mobile Application)
Ø  Responsible for managing integrations through Enterprise Service Bus
Ø  Responsible for all integrations (internal & external) with Telenor’s Digital platform (Apps & Web Portal/Website)
Ø  Implementation & maintenance of SharePoint for Digital domain

Convergent Billing Solution Experience
Ø Change Management for overall Billing domain as per business requirements Ø Implementation of changes raised weekly
Ø Ensuring implementation of dynamic regulatory requirements

Telenor Pakistan IT Architecture Forum Member
Ø  Ensuring compliance to Service Oriented Architecture (SOA)
Ø  Ensuring alignment with Telenor Group Target Architecture as per Group Strategy
Ø  Ensuring cross functional alignment and identification of interplays for all development efforts in Telenor

Pakistan’s Contact Center & Digital Platform
Ø  Developing Baseline & Target Architectures for Contact Center & Digital Department
Ø  Developing and maintaining Contact Center & Digital Architecture repository
Ø  Defining EA processes, procedures and standards as per Telenor Group’s Target Architecture
Ø  Ensuring & proposing new integrations of Contact Center & Digital Department with any 3rd party systems as per defined Architecture
Ø  Managing all new implementations and Projects within Contact Center and Digital domain
Ø  Ensuring compliance to Enterprise Content Management System standards

Budgeting & Forecasting
Ø Forecasting & budgeting for overall Contact Center & Digital Technology domain as per Strategy numbers
Ø Managing CAPEX for CC Technology & Digital domain and coordinating with relevant teams for OPEX

Contact Center Technology Experience
Administration and security implementation of converged contact center solution that include:
Ø Avaya Call Handling Solution
Ø Avaya CMS Reporting (Sun Solaris 9/Sun Blade 150)
Ø Unified IVRs (Interactive Voice Response)
Ø Genesys 7.6
Ø Genesys Voice Portals – GVP
Ø Genesys Studio Development – GSD

Projects Completed

Ø Digital SSC – Digitizing Telenor’s SSC operations
Ø Visual IVR – Implementing Digital App for voice IVR
Ø Revamp of Retail Solution for Telenor Pakistan through Digitization
Ø Organization wide integrations with My TelenorApp
Ø Genesys Advanced routing implementation using ERS solution
Ø Genesys Outbound Solution
Ø Genesys Email Solution Implementation
Ø Genesys Supervisor Implementation
Ø Genesys Integration Server for Wallboard solution
Ø Genesys Real time & Historical Reporting solution Implementation
Ø NICE Perform Recorders R3 Advanced Implementation
Ø Siebel CRM Integration with Genesys GPlus adapters
Ø Avaya ESS Solution Implementation and integration Expansion of 30 more PRI and 50 Agent Seats Ø Genesys Integration with Avaya S8700
Ø CTI – Third party Agent desktop Implementation for Inbound, Outbound and Email
Ø Unified communications IVR Expansion and Solution integration
Ø Genesys 30 PRI/IVR expansion and Agent 50 Seats Expansion
Ø Hyperion Reports Solution Implementation
Ø Contact Center Platform migration from TDM to SIP media
Ø 345 IVR Charging implementation in Telenor Pakistan
Ø Overall Contact Center migration on BLADE technology
Ø Migration of Telenor’s Contact center primary site on VMWare
Ø Contact Center migration (Shafi Mansion) to new location (KLP)
Ø ABACUS OSP Relocation
Ø Planning IVR CRs deployments through Genesys Studio Development application

Contact Center Modernization Project

Technical & Integration lead for Contact Center Modernization project, the project had a wide scope. As part of Telenor Group’s Strategy towards Simplification, Unification & Cost optimization (through TCO), Telenor Pakistan seeks to have a Unified Contact Center Architecture, supporting Digital integrations, thereby fulfilling business requirements effectively by eliminating legacy technology,

Projects within Telenor Group

Ø Strategic In-sourcing projects:
o DiGi Malaysia Prepaid IVR & Charging
o Maritime Communication Partner (MCP) – Voice & SMS Solution o TelenorComoyo–WebChatSolution

System Operations Experience
Ø Management of all Windows Operations related tasks (Active Directory, DNS etc.) Ø Management of Thin Client solution for more than 100 clients
Ø Experience with VMware in thin client solution deployment
Ø Experience of Managing VMs and storages for Contact Center
Ø Coordinating with different departments and vendors for internal issues

Front end Operations Experience

Ø Management of all tickets through Service Desk
Ø Troubleshooting and resolution of system & application related issues
Ø Co-ordination with different teams for problem escalation and resolution Ø Co-ordination with vendor for all hardware related issues

Network Administration Experience

Ø Network policies implementation
Ø Ensuring network availability to company and end user as per defined SLA
Ø Troubleshooting and resolution of network related issues both at System & Server side Ø Monthly performance reporting to Management

PROJECT & PRODUCT MANAGEMENT

Ø  Implementation of project & product management standards and practices at Telenor as per Telenor Pakistan’s Project Management Methodology
Ø  Identifying and implementing processes with business and vendor
Ø  Acting as an Integration lead for different Contact Center and Retail solution projects
Ø  Evaluation and budgeting of different domains like Contact Center and Retail Solutions
Ø  Designing product development frameworks according to best practices and industry standards
Ø  Running prioritization cycles with business and delivering solutions as per business requirement
Ø  Defining service level and operational level agreement with the vendors for managed service
Ø  Implementing & Improving business processes keeping customer satisfaction in mind
Ø  Training team members and managing knowledge transfer sessions

SKILLS

Ø AWS (Amazon Web Services) Ø Microsoft Azure
Ø Bit Bucket, Git Hub
Ø ERP Systems, Odoo Framework Ø SAAS, Cloud Platforms
Ø Microsoft EPM (Enterprise Project Management) Ø Microsoft SharePoint
Ø Microsoft Visio 2007/2010, MS Office, Office 365 Ø MS SQL Server, MY SQL, Postgres
Ø Oracle 10g/11g
Ø HTML 5, Genesys Call Flow Development (GSD7.6)) Ø VMWare / Storages
Ø Project & Product Management
Ø Process/Product Dev. & Standardization Ø Vendor & Contract Management
Ø Stakeholder Management
Ø Strategic Visioning & Product Planning Ø Project Business Case Development
Ø TL9000 Standards (ISO 9001)
Ø ITIL Framework (ISO 20000)
Ø Strong Analytical & Leadership Skills
Ø Budget Management
Ø Relationship Building
Ø Business Case Development

STRENGTHS

Ø Able to work as one person team; yet a team player Ø Change Catalyst
Ø Self motivated
Ø Quick learner
Ø Strong written & verbal communication skills / fluent in English Ø Dedicated, hardworking professional resource
Ø Excellent organizational skills
Ø Punctual / Excellent time keeping & attendance record