Experience

360factors, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Project Manager - Customer Success

  • Feb 2023 - Present

  360Factors is a company that provides GRC (Governance, Risk, and Compliance) solutions to organizations. Their platform, Predict360, is a cloud-based SaaS (Software as a Service) that integrates various aspects of compliance management, such as regulations, obligations, case management, risks and controls, audits and assessments, policies and procedures/document management, and training. Roles and Responsibilities • Serving as an expert: Successfully leading on-time and… Show more 360Factors is a company that provides GRC (Governance, Risk, and Compliance) solutions to organizations. Their platform, Predict360, is a cloud-based SaaS (Software as a Service) that integrates various aspects of compliance management, such as regulations, obligations, case management, risks and controls, audits and assessments, policies and procedures/document management, and training. Roles and Responsibilities • Serving as an expert: Successfully leading on-time and high-quality implementations by providing expert guidance and leadership throughout the Compliance Management modules implementation to clients' project team. Providing consultation and understanding on the financial services & technology. • Project Plans: Create and maintain comprehensive project plans and documentation using Asana, Jira, and Instagantt, resulting in efficient work effort outcomes, effective planning, task definition, scope management, resource allocation and negotiation, risk mitigation, cost management, and stakeholder communication. • Serving as the primary client contact: during the initial implementation, collaborating with internal teams to ensure project delivery according to scope and schedule outlined in the statement of work and/or project plan. • Manage client expectations: by building relationships, communicating project status, preparing reports, and facilitating weekly meetings, resulting in meeting and exceeding customer expectations. • Take ownership of the scope change and escalation routines, resulting in efficient and effective project management. • Project Health: Utilized sound judgment in assessing project health, identifying, mitigating, and resolving project issues and risks to ensure on-time project delivery. • Assist in communicating complex requests by understanding the needs, translating them into clear requirements, breaking down the tasks, and assigning them to appropriate resources

• Sr. Implementation Specialist

  • Oct 2020 - Jan 2023

  Roles and Responsibilities • Product Implementation: Working closely with Customers to first understand their process currently practiced in their organization, then setting up the expectation and how their needs can be incorporated through the SaaS based GRC solution that we provide. • Engagement with clients: Setting up periodic calls and training (over Zoom, Teams & Ring central) to the key resources of the customer. Continuous engagement with multiple clients to ensure… Show more Roles and Responsibilities • Product Implementation: Working closely with Customers to first understand their process currently practiced in their organization, then setting up the expectation and how their needs can be incorporated through the SaaS based GRC solution that we provide. • Engagement with clients: Setting up periodic calls and training (over Zoom, Teams & Ring central) to the key resources of the customer. Continuous engagement with multiple clients to ensure satisfactory deployment of the solution. • Customer to Go Live: Configuration and setting up the software according to the requirements of the customer on Sandbox and Production environment and applying transition of customer from implementation to Go Live • UAT: Conducting User Acceptance Testing with customers on their configured modules and their dashboards and reports (on Tableau) and Sprint Release testing. • Business Requirements Documentation: Customer change request or new requirements gathering that can be reviewed and presented to Development Team. (SRS and BRD) (Also using Jira for that). • Meeting the Projected KPIs: Meeting the KPIs set by the Management in order make sure all customer projects meet the timeline (though Instagantt) and all project tasks assigned (on Asana Project management tool) are timely managed. • Support to Customer: Support portal (Freshdesk) is utilized to respond back to customer on the queries, or if in case any issue has been faced, a complete troubleshooting is performed, and it is timely reported to the development team. • Strategic Planning: Strategic planning with the Management when working with multiple customers in terms of deploying products in parallel and alignment of customer calls and training.



Wavetec

• United Arab Emirates
• IT Services and IT Consulting
• 200 - 300 Employee

• Team Lead -Support and Operations Pakistan

  • Jul 2018 - Oct 2020

  Pakistan Roles and Responsibilities: • Managing an Operations team of Customer support engineers and technicians to complete all the daily targeted service and bring the number of services down to least count. • Meeting the SLA and KPI set by the different clients and make sure all targets are achieved within timelines. • Managing installation team for new site deployments in different cities all over Pakistan to do the installation work and to complete the installation project… Show more Roles and Responsibilities: • Managing an Operations team of Customer support engineers and technicians to complete all the daily targeted service and bring the number of services down to least count. • Meeting the SLA and KPI set by the different clients and make sure all targets are achieved within timelines. • Managing installation team for new site deployments in different cities all over Pakistan to do the installation work and to complete the installation project on time. • Keep pushing the team and motivating them so that all work can be completed within given scheduled completion time and the delay in project completion can be avoided as much as possible. • Accountable to update the client about the current completion of the clients project. • Attend weekly or monthly meetings with client and briefing them about the project current situation. • Coordinate with different departments of office like supplychain, production ,sales and product heads involved to make sure project runs smoothly. • Assisting the sales team in training and product demonstrations especially on new features to expedite sales cycle. • Coordinating complex technical issues with vendors and service providers to resolve operational issues. • Keeping assure that all customers are fully satisfied and deals with escalated cases. • Timely training team on new products.

• Customer Support Engineer 🇵🇰

  • Aug 2017 - Jun 2018

  Pakistan Roles and Responsibilities: • Responsible for deployments, installation pre-staging, system configuration , system integration and testing of the system. • Providing site commissioning support to support engineers and customer. • Troubleshooting malfunctions of hardware and software applications. • Testing the released products and report any bugs/ errors in the system to Technical Manager. • Providing on site deployments and providing technical support services at client… Show more Roles and Responsibilities: • Responsible for deployments, installation pre-staging, system configuration , system integration and testing of the system. • Providing site commissioning support to support engineers and customer. • Troubleshooting malfunctions of hardware and software applications. • Testing the released products and report any bugs/ errors in the system to Technical Manager. • Providing on site deployments and providing technical support services at client premises. • Worked on Meezan Bank/UBL and Bank of Punjab eQ System deployment project across the country.

• Customer Support Engineer 🇸🇦

  • Jan 2017 - Jul 2017

  Riyadh, Saudi Arabia Roles and Responsibilities: • Responsible for carrying out operations which are related to eQueue system which is being installed by Wavetec all over KSA. • Modifying the layouts ,system operations ,system reporting and other eQueue related tasks • Dealing with all devices that are related to eQueue system and configuring them. • Troubleshooting the technical issues and working with development team the resolve more advanced issues. • Acting as bridge between Wavetec and Client,… Show more Roles and Responsibilities: • Responsible for carrying out operations which are related to eQueue system which is being installed by Wavetec all over KSA. • Modifying the layouts ,system operations ,system reporting and other eQueue related tasks • Dealing with all devices that are related to eQueue system and configuring them. • Troubleshooting the technical issues and working with development team the resolve more advanced issues. • Acting as bridge between Wavetec and Client, and fulfills the client requirement according to the agreed terms and conditions between both of them. • Coordinating with the back end office different teams regarding the deployment and troubleshooting. • Responsible for taking updates on the ongoing projects and different tasks taking place all over KSA related to client from the back end office teams. • Responsible for updating the project status to the senior management. • Key Customers handled during the time were Bank Saudi Fransi , Takaful Rahji



QCCS Quality Core Contracting Services L.L.C

• Professional Training and Coaching
• 1 - 100 Employee

• QMS Support Engineer

  • Jul 2016 - Dec 2016

  Khobar, Saudi Arabia Roles and Responsibilities: • Good knowledge of ISO 9001, ISO 14001 & OHSAS 18001. • Creates quality manuals and procedures for recording data. • Enforcement of quality standards and providing support in its establishment. • Assists in developing performance measurements. • Assists Managers in evaluation of quality and overall efficiency. • Assists quality inspectors in controlling quality and providing training. • Assists in conducting quality audits. • Provide quality… Show more Roles and Responsibilities: • Good knowledge of ISO 9001, ISO 14001 & OHSAS 18001. • Creates quality manuals and procedures for recording data. • Enforcement of quality standards and providing support in its establishment. • Assists in developing performance measurements. • Assists Managers in evaluation of quality and overall efficiency. • Assists quality inspectors in controlling quality and providing training. • Assists in conducting quality audits. • Provide quality assurance support to projects and services Show less



Crystal Water Technology

• Pakistan
• Industrial Machinery Manufacturing

• Project Engineer

  • Feb 2014 - Mar 2016

  Karachi Worked with a water treatment company providing water purification system for industrial market. Roles and Responsibilities: • Perform work activities associated with a Reverse Osmosis Water Treatment Plant; • Dealing with different parts of plant including Hydranautics RO membranes, DOW Filmtec membranes , Fedco and Grundfos high pressure pumps ,globe values , high pressure vessels. • Arrange and participates in project meetings and discussions with the Client as… Show more Worked with a water treatment company providing water purification system for industrial market. Roles and Responsibilities: • Perform work activities associated with a Reverse Osmosis Water Treatment Plant; • Dealing with different parts of plant including Hydranautics RO membranes, DOW Filmtec membranes , Fedco and Grundfos high pressure pumps ,globe values , high pressure vessels. • Arrange and participates in project meetings and discussions with the Client as required; • Prepare and update project schedule based on the contract; • Maintain and record update of site work progress obtained from Project Manager; • Contractor and Owner coordination in support of the Project Manager; • Project team member coordination in support of the Project Manager; • Travel to meetings as necessary to meet the needs of the programs and projects; • Accountable for the implementation of the projects; • Providing cliental support and assuring cliental satisfaction; • Meeting new clients and providing proposals to them according to their requirements. • Evaluating tender documents; • Preparing quotations for the clients; • Participation in new worker orientation; • Executes work and maintenance schedules, ensures that buildings, grounds and equipment are maintained in proper condition; • Coordinating with the different vendors for purchasing and payments of items required during installation of project; • Ensures safe, efficient and effective operation of plant facilities; • Submit progress report and related analysis to the superiors; Show less



PTCL.Official

• Pakistan
• Telecommunications
• 700 & Above Employee

• Internee Engineer

  • Jan 2013 - Mar 2013

  Karachi