Zahid Datoo

Head Of Operations at The World Federation of KSIMC
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Contact Information
us****@****om
(386) 825-5501
Location
London Area, United Kingdom, GB
Skills

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Credentials

  • Power BI Essential Training
    LinkedIn
    Nov, 2021
    - Oct, 2024
  • Project Management Foundations
    LinkedIn
    Sep, 2021
    - Oct, 2024
  • Project Management Foundations: Teams
    LinkedIn
    Sep, 2021
    - Oct, 2024

Experience

  • The World Federation of KSIMC
    • United Kingdom
    • Non-profit Organizations
    • 1 - 100 Employee
    • Head Of Operations
      • 2017 - Present

      Operations management for a $15m international charity and UN registered NGO.Mentoring, training, recruitment and retention of staff in 3 offices.Led a multi-phase implementation of Microsoft Dynamics CRM; designed workflows to radically reduce processing times by more than 50%.Slashed annual IT costs by £15K through service consolidation, eliminating waste, using open source software and implemented cloud-based solutions using Azure and AWS. Achieving cost-effective growth of the overall operations of the charity, including development and expansion of offshore back office operations that have cut personnel costs by 75%.

  • Dialogic
    • Netherlands
    • IT Services and IT Consulting
    • Director of Technical Services
      • 1998 - 2017

      Dialogic provides cloud optimised real-time communications solutions and was formed as a result of the acquisition of a division of Intel by Eicon Networks. Worked my way up from Post Sales Team Leader to Worldwide Customer Services Manager and then to Director.Led a team of Application Engineers and Project Managers, delivering a range of Professional Services (including installation, commissioning, upgrades, and training) in addition to day-to-day technical support.Implemented service contract plans that brought in >USD 5m of revenue annually.Accountable for meeting corporate quality metrics including customer satisfaction > 8.5 out of 10.Responsible for delivery of SLAs, escalations, RCAs and timely resolution of priority issues that impede revenue- generating projects.Participated in product development of new products and contributed visibly to the successful implementation of support services for these new products.Played a key role in specification of a bespoke issue management tool that immediately enhanced the efficiency of our working procedures and cut down logging time by two-thirds. Directed the application’s continuous development for the next 11 years. Then implemented the migration to a SaaS application.Specified and implemented the Dialogic Service Center, a portal of online services that rapidly grew to be used by 55,000+ customers. Coordinated £100K’s worth of Design Win projects so major customers can successfully build their software solutions on Dialogic’s products.Architected a knowledge management platform and ingrained a culture for effective sharing of technical information within the company. Designed a modular training programme for pre- and post-sales engineers.Tools used: Salesforce (for CRM lookups, understanding the funnel and updating opportunities), Oracle (sales orders & contract processing), TeamSupport, Jira, and a variety of bespoke applications.Data Analytics using MySQL and Advanced Excel.

  • Cyber Networks
    • Australia
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Sales Engineer
      • 1995 - 1998

      Primary responsibility of coordinating a support team of 10 engineers. Provision of network services both on-site and in-house, and by telephone and e-mail.Technical consultant - specification of network systems and strategies including desktop implementation, application deployment, disaster recovery, fault tolerance, security policies, etc.Preparation of technical and sales proposals and conducting product presentations.Team leader of network installation projects from concept to completion - design and certification of structured cabling systems, installation of servers and operating systems, and post-implementation support. Project locations were countrywide in Kenya and Uganda.

Education

  • The University of Manchester
    Bachelor of Engineering (B.Eng.), Electronic and Electrical Engineering
    1991 - 1994

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