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Work Experience
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Information Engineering Services Department Manager
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April 2008 - Present
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Hewlett-Packard Co. Ltd., Shanghai, China
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Team Size 200 + (Shanghai, Chongqing, and Wuhan) (April 08 - Present) Key Responsibilities: - Lead service delivery to customers in order to deliver contracted service commitments and continual service improvement
- Manage delivery teams, release management and program management efforts for Enterprise Business B2B and B2C webstore (WW as well as Regional).
- Responsible for YoY Tier-1 releases and MTP (Move to Production), IT Transformation, new asset deployment, User Acceptance Testing, Functional Testing, User Experience, Human Factor Engineering, Documentation, and Training Deployment.
- Manage business opportunities for both staff augmentation and managed services portfolios.
- Actively promote managed services and leveraged services business models to customers and within the organization
- Responsible for the balance score card, revenue, and financials management to maintain department's upkeep, growth and cost relief.
- Additional role as HP APJ Coaching Network Leader
- Provide an efficient and effective platform to deliver leveraged services across the organization as well as to the external customers (HP Partners and B2B)
- Manage worldwide training deployment within 62 countries and 6 localized languages for HP's Large Enterprise Business and Public Sector market segments that provided phenomenal market penetration with usage of 18 technical assets (most of those SAP based IT systems) on eBusiness platforms.
- In the pre-sales and post-sales phases, engaged in business development activities and pre/post-deployment mandates such as dispensing product/subject matter expertise, strategy, industry knowledge and intelligence within the scope of a functional analysis.
Key Achievements: - Headcount growth "doubled" 100% in FY10 for the staff augmented projects and achieved 2.5 million USD revenue on managed services accounts and repeated solution sales. Contributed on various business engagements internally to the organization while keeping the resource utilization rate at a high level.
- Developed and maintained a disciplined and motivated team of professionals that contributed in achieving targets and objectives.
- Increased TCE/TPE (Total Customer Experience and Total Partner Experience)
- Implemented web services and cloud based eBusiness platform worldwide with varieties of regional flavors that made the regional staff and the customer happier and global team successful in achieving the biggest business transformation at HP since Compaq merger.
- Aligned the Volume Sales and Channel Operations cost effectiveness and learning strategy to support the regional needs.
- Viewed as a strategic partner and a competitive advantage within the company.
- Increased employees' knowledge and understanding of technical as well as non-technical processes, enhancements, and capabilities relative to their job functions and activities.
- Delivered dependable, reusable and easy to leverage training products in both the Sales and HR domains from the L&D perspective.
- Delivered "Role Based" training sessions for the US region covering Sales and Customer Support Staff that greatly reduced the time in training from 19 hours to 6 hours allowing audience to attend only those sessions relative to their role.
- Provided enhanced content management solution and a central repository for all worldwide and regional material/s for the assets/functions owned
- Provided WBT (Web Based Training) learning environments that enrich users learning experience as their time permits
- Implemented a Global Service Desk/Help Line activity by building a sub-team to provide employees/learners assistance with asset capabilities, functionality and one-on-one assistance via email.
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Program Manager
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February 2007 - March 2008
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Hewlett-Packard Co. Ltd., Shanghai, China
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Duties included being instrumental in a client interfacing role such as implementing solutions and demonstrating the components of Portal's solution offerings (products & services an eCommerce B2B solution platform), by providing a particular focus on the process re-engineering capabilities and benefits of this solution from a functional and business infrastructure perspective, via a convergence initiative. Further, acting as an internal liaison between entities such as engineering, QA, development, legal, sales, and best practices in customizing solution offerings prior to deliverables and rollouts. In addition, maintaining and establishing a business relationship with technical and non-technical branch units that are imperative during client engagements. Key Responsibilities: - 22 direct reports. Led training delivery team comprising 6 Trainers and 4 Information Engineers. Served as Testing CoE communications lead.
- Act as Single Point of Contact between customer and company's internal business units
- Renowned as User Acceptance Testing SME (Subject Matter Expert) within the organization.
- Managed Service Desk team critical to provide customer support in the US time zone 24/5 L1 and L2 level support.
- Responsible for getting the sales teams trained on product knowledge, processes, and customer support roles trained on support call and service desk processes.
- Led a team of testers and testing efforts. Use case development from identifying high-level scenarios, validating across regions and multiple assets, to creation of detailed scenarios listing out pre-conditions, post-conditions, dependencies on other assets, system reactions to user input, and secondary flow.
Key Achievements: - Reduced the cost to serve, while implementing the training transformation and maintaining superior support and service to employees/audience (learners).
- Reduced status support calls and associated costs by observing problem trend analysis and improving training material.
- Shortened time to market and saved assets and resources worth 20 FTE for 12 months and revenue equals to 500K by implementing Application Testing Optimization rules on a project. ATO implementation resulted in requirements verification and right ambiguity and risk analysis, which saved half a million dollars worth of cost.
- Delivered Healthcare Information System, Lab Information System, to various hospitals locally and worldwide.
- Designed a training framework that was appreciated by the HR as well as customer and adopted company wide.
- Achieved higher than the assigned quota for Business Revenue, People Care, and Knowledge Management
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Quality Lead
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June 2006 - February 2007
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Centrality Communications, mergerd with SiRF, merged with CSR, Shanghai, China
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Key Responsibilites: - Create archive process for key quality records further acting as SME Quality Lead and reporting to Director Quality.
- Develop an execution plan, including schedule, for the document migration to an electronic document control system (CMS)
- Worked closely with marketing team and production teams to ensure that requirements are met and test cases are correct.
- Review device performance test cases and test results.
- Additional responsibilities included indirectly managing the UI design resources for the GPS handheld device and the media center application for the device.
- Generate or revise flowcharts in VISIO for procedures and work instructions
- Host review meetings with the testers, developers and sales and marketing and appraise the director quality on progress, risks and status of production process.
Key Achievements: - Helped design and engineering team stay on track with milestones, quality checks and standards.
- Received written praise and recommendation for the engineering director on saving big sum of time by identifying the flaws and errors at a very early stage
- Formally awarded by the CEO on company's annual celebration for achieving 70% higher level of overall customer satisfaction than the previous year.
- Received high praise and honors from the company CEO and Direct manager as well as Director of Engineering and Director of Marketing
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Senior Technical Trainer & Writer
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April 2005 - March 2006
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ZTE Corporation, Shenzhen, China
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Key Responsibilities: - Train Clients (Telecom Engineers) on ZTE equipment on PSTN, GSM, WCDMA, RNC, NGN, SDH and DWDM technologies.
- Ensure the accuracy and consistency of training material style and format for documents produced.
- Visit manufacturing plant for testing and documenting the procedures and steps required to complete a sound and safe installation and operation of huge hubs telecom exchange switches.
- Train the trainer on technologies and product knowledge on all SDH and DWDM product line.
Key Achievements: - Streamlined processes related to train the trainer cycle by working closely with Director Client University and the senior executives.
- Set the benchmark for a best trainer's role by never going below 4.5 CSS rating (5 being the highest) feedback for client training sessions.
- Mastered the testing skills on DWDM and SDH platforms and occasionally submitted process improvement plans for a few products that were appreciated by the higher ups and improvement implemented.
- Trained clients from famous European, African and Middle Eastern telecom operators.
- Received praiseworthy feedback and comments from client's, partner's and peers.
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Technical Trainer
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February 2003 - March 2006
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ZTE Corporation, Islamabad, Pakistan
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Key Responsibilities: - Train Clients (Telecom Engineers) on ZTE equipment on PSTN, GSM, WCDMA, RNC, NGN, SDH and DWDM technologies.
- Ensure the accuracy and consistency of training material style and format for documents produced.
- Visit manufacturing plant for testing and documenting the procedures and steps required to complete a sound and safe installation and operation of huge hubs telecom exchange switches.
- Train the trainer on technologies and product knowledge on all SDH and DWDM product line.
Key Achievements: - Streamlined processes related to train the trainer cycle by working closely with Director Client University and the senior executives.
- Set the benchmark for a best trainer's role by never going below 4.5 CSS rating (5 being the highest) feedback for client training sessions.
- Mastered the testing skills on DWDM and SDH platforms and occasionally submitted process improvement plans for a few products that were appreciated by the higher ups and improvement implemented.
- Trained clients from famous European, African and Middle Eastern telecom operators.
- Received praiseworthy feedback and comments from client's, partner's and peers.
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Technical Trainer
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March 2002 - January 2003
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New Generation Technologies (Pvt.) Ltd., Islamabad, Pakistan
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Key Responsibilities: - Maintained and wrote new sections of the tutorial, getting started guide, and developer's guide for the FORTRAN and Delphi programming languages. The content was targeted for several product lines across multiple platforms.
- Contributed on several small and medium size projects as a coordinator, content editor, graphic designer and UI designer.
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Data Processing Engineer
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September 2000 - January 2002
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Employees' Old-age Benefits Institution, Islamabad, Pakistan
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Key Responsibilities: - Data collection and processing, collaborating with foreign delegations, provide assistance to the teams of International Labor Organization, Asian Development Bank, United Nations and World Bank on the projects of Poverty Reduction Scheme and Devolution Plan.
- Worked with several Directors and Ministers as Assistant and IT Guy to solve their IT related issues on a smaller scale.
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Teacher (Computer Science)
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March 1998 - May 2000
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Ali Ali Higher Secondary School, Karachi, Pakistan
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Teach students ranging from primary to secondary levels.
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Freelance Writer
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1997 - 2004
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Wrote and edited on various occasions tor regional magazines, contributed to country reports and social security journal.
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