MUHAMMAD UMAR JAVAID

• Lead Incident and Problem Management to ensure swift issue resolution and strong vendor collaboration.
• Coordinate seamless Business Support System (BSS) implementations, ensuring rigorous testing for optimal functionality.
• Drive proactive collaboration with vendors and stakeholders to continuously improve resolutions.
• Lead the configuration of the Gateway Mobile Location Center (GMLC) for enhanced performance.
• Oversee the Internal Business Operations Monitoring application to ensure maximum efficiency.
• Support the delivery of products and services, including packages and promotions.
• Produce customized reports to aid business analysis and decision-making.
• Help business users understand and evaluate project scopes effectively.
• Quickly resolve issues following BSS process flows.
• Initiate automation of repetitive tasks to reduce Turnaround Time (TAT) and risk, especially in financial operations.

• Oversee and manage CRM permissions, user accounts, and third-party integrations, ensuring a seamless and secure user experience.
• Led the precision cutover and configuration of the GMLC (Gateway Mobile Location Center) to optimize mobile location services.
• Drive cutover and version upgrades for Account MDB, maintaining currency with CRM advancements.
• Manage the Internal Business Operations Monitoring application to ensure operational excellence and efficiency.
• Provide nationwide CRM Management systems support, delivering high-quality solutions across various regions.
• Key player in the delivery of enticing products, services, packages, and promotions, enhancing customer experiences.
• Generate ad hoc reports for data-driven decision-making by recruiters and business leaders.
• Work closely with business users to dissect and evaluate project scopes, aligning with organizational goals.
• Proactively resolve issues based on CRM process flows, showcasing problem-solving skills.
• Analyze security-related complaints within the CRM to prioritize data integrity and user security.
• Uphold strict CRM access controls by adhering to the principle of least privileges.
• Initiate automation of repetitive tasks in the CRM, reducing Turnaround Time (TAT) and mitigating financial risks.
• Conduct CRM system audits to ensure compliance, security, and optimal performance, supporting organizational success.

Skills: IT Operations · System Monitoring · PL/SQL · Policy and Charging Rules Function (PCRF) · Customer Relationship Management (CRM) · IT support · Technical Support · Incident Investigation

• Maintain & Manage permissions, users, third party accounts in CRM
• Look after Internal Business Operations Monitoring application
• Nationwide support of CRM Management systems
• Support in Product and Service Delivery (packages & promotions)
• Generate Ad hoc reports
• Assist Business users in breaking down and assessing the scope of project
• Identify and rectify the arising problems based on process flows in CRM
• Maintaining the principle of least-privileges for CRM users
• Analysis and initiation for automation of redundant task to minimize TAT and risk (in case of financial tasks)
• Performing Audit of CRM Systems.

• Providing 24/7 support services to Zong's customers, vendors, and related third parties
• CRM system Administration, includes user creation/modification, creating and assigning users with role-based access
• Creating roles and assigning relevant rights & privileges, keeping in mind the principle of least-privilege
• Administration of BOMC (In house application/services monitoring tool)
• Extraction of data using SQL, claiming data to process & validate, Creating, and submitting Ad hoc reports & queries
• Ensuring end-users Charging, Provisioning, CRM, BVS, Accounts, Billing, MNP, IR, Configurations Monitoring and rectifying issues related to 3rd party services (SMS, MML, USSD, MMS)
• Analysis of complaints due to system-related issues, identifying the root cause, and providing resolution.

• Linux (RHEL 7/CentOS 7) System Administration, Linux Storage Management (LVM, VG, etc), Log Management, Firewall, SELinux Users & Groups (Permission management, creation, deletion, etc)
• Installation & Configuration of Zabbix NMS Configuration of Zabbix agent (Windows & Linux)
• Configuration of File Servers Configuration/Management of Squid Proxy & Dansguardian (Content filtering)
• Windows System Administration (win 7,8,10, server 2008/12/16)
• Active Directory (User, Group, OU creation, modification, password reset, etc)
• DNS (Configuration, add/remove DNS entries)
• DHCP (Configuration, Management, Failover cluster, etc)
• VMware vCenter (creation, deletion, migration, resource allocation, etc).