Regional Director Technology Services
hewlett-packard
Total years of experience :32 years, 7 months
Currently working for HP as Regional Director TS for Asian Emerging Countries (that includes: Pakistan, Afghanistan, Sri Lanka, Bangladesh, Nepal, Maldives, Brunei, Myanmar, Laos, Combodia, Timor, Bhuttan). After successfully etablishing the TS business in Pakistan, the cluster of Asian Emerging Countries has been assigned to me to replicate the success.
A consistent double digit growth has been delivered YoY over all these years. While improving upon channel management to deliver such growth, a direct Go to Market strategy was also devised and acted upon to engage with entgerprise market and get better control.
Inbox is one of the largest local IT organizations of Pakistan with a top tier partnership with IBM, Microsoft, Blue Coat and LANDesk (to say a few) and has a turnover of over USD 30M/year. I was hired to bring in shape, the filed support and deployment services division by reengineering its processes and convert the existing cost center into a revenue center.
• As part of Process Re-Engineering, ITIL framework was implemented in Support & Services department. A preparation was underway for ISO 20000 certification in 2009;
• During my job, I managed to come up with a 24x7 Call Center for the organization, thus classifying Inbox as the only IT Company in Pakistan with such services. A CRM was also implemented as part of the total solution;
• Re-designed the geographical presence of the organization and made it the only IT organization in Pakistan having the largest direct coverage with a response time of two hours;
• Managed to increase the satisfaction levels index for the customer base from Telco, FSI and FMCG sectors;
• Brought Inbox into a new business line of ‘OUTSOURCING’, wherein a product portfolio was created, Business processes designed, an approval of business plan acquired from the Board and business generated in the first 6 months itself;
Joined in the capacity of a Chief Technology Officer for the organization having businesses in the IT, Security, Insurance and Real Estate sectors; The organization having seen enormous growth in its six years of creation, wanted a Chief Technology Officer to work closely with the Chief Operating Officer redefining the Operations of the organization. Thus achieving excellence in Customer Services, Reduce Costs, Increase Retention of Human Resources, Audit Risks and implement a Business Continuity Plan. Following were the accomplishments in my brief period with this organization.
· Redefined the IT Operations of the group by centralizing it and creating it as a Business unit serving all the units/companies of the group. This included introduction of SLAs, KPIs, and also implementation of Project Management methodologies in the Application Development and Support teams. A survey showed satisfaction from customers and IT Operations both.
· Introduced technologies and did Process Re-Engineering in the Customer Service Call Center which resulted in 20% reduction in Head Count.
· Designed the Disaster Recovery and Business Continuity Plan model for the central Data Center and Call center of the group. Negotiated the outsourcing of alternate data center and facility. Defined and negotiated a complete Project Implementation plan with the stakeholders.
Member of Senior Management, participating actively in defining yearly business plans and budgets for the entire organization and planning future strategies; Following are the highlights of achievements;
· Role of Operations Manager was assigned as a special project from August 2005 to January 2006. The Operation was successfully managed and exceeded the MEA district assigned targets for 4 months and secured second position for one of the month amongst the countries of the MEA district.
· Worked as a leading member of the team for designing and Implementing Balance Score Card for the UAE. Resulting in accurate measurements of the business performance and better management of its Operations.
· Member of the project team for implementing European Quality Model for the entire Operations of UPS UAE. UPS managed to receive appreciation award for excellence from the Dubai Quality Group.
· Accomplished a special assignment for the MEA district office, of auditing the Operations of UPS Qatar. Based on the results, CRM practices and technologies were also introduced and implemented besides other minor BPR.
· Re-Defined the Customer Services Operations of UAE by implementing a Call Center solution. This included acquiring of technology and its implementation, training of staff, introduction and integration of CRM technology, defining SLAs and measurements. This resulted in 99% proper head count planning and accurate measurements of services. A survey at the year-end showed 35% increase in customer satisfaction.
· Managed the BD account managers at times for securing Key Customers. The customers personally handled and secured were Mashreq Bank, Siemens, and Microsoft besides many other local organizations.
· Introduced a CRM solution in business resulting in improved service levels, nullifying the call-abandoned rate, introducing sales funnel and effective strategy planning.
· Audited Customer Service Operations of UPS Bahrain and went through BPR for the same.
Managed the group IT infrastructure and provided assistance to one of the Group’s subsidiary involved in IT business;
At MKM Commercial Services, Dubai UAE the Projects and responsibilities were as follows:
• Manage the IT and Telecommunication infrastructure for the group;
• Implemented a in-house developed Guest-history system for the Club;
• Membership card system was introduced and complete card printing and maintaining infrastructure was implemented;
• Implemented a network with Windows NT, UNIX and Novell at Pyramids, a six star H&L club located in Wafi City;
• I was the Project Manager for the implementation of Point of Sale, SPA & Club Management, Food & Beverage Inventory, Financial Accounting and other systems in the group;
Responsible for Managing four sugar mills, one granite mining industry, and one upcoming cement industry and head offices of the Group;
The company was among the specialists in hotel industry solutions, and served more than ten properties in the Middle East. I was responsible for Implementation and Post Sales support;
Certified Information System Auditor from Information System Audit and Control Association.
Oracle Certified Database Administrator
Two Years Diploma in Computer Science.