Afroze Saifan

RESPONSIBILITIES
o Define, document and manages projects with minimal supervision, working with multiple teams that may have differing priorities and working/cultural practices.
o Develop individual project plans complete with budgetary information and resource needs.
o Provides effective leadership to the project team ensuring members are motivated and developing their skills and experience.
o Technical delivery of projects - Ensure that projects are delivered as per the implementation methodology.
o Provides effective leadership to the project team ensuring members are motivated and developing their skills and experience.
o Communicating with Internal and External Stakeholders.
o Manages change control gaining agreement for revisions from project stakeholders.
o Prepares, maintains and reports on project plans within the project teams.
o Create final report for respective projects as and when requested.
o Provides regular reporting to senior management.
o Identifies, assesses and manages risks to the success of the project.

COMPANY PROFILE:
Established in Middle East early 1976’s, Bureau Veritas is serving major Oil companies, its group of companies and major local players by providing diversified solutions and creating added value through assistance at any stage of the life of an Oil & Gas project, from Conceptual Design to Maintenance, Operation and Certification.

Job Description
•Perform technical reviewing of the audit reports submitted by the auditors related to ISO 9001, ISO 14001, OHSAS 18001 and HACCP.
•Identify requirements errors and defects and write requirements defect identification and notification reports.
•Establish and implement effective requirements practices, including use and continuous improvement of certification requirements process.
•Working on an oracle application to schedule audits, uploading the reports, creating and closing of NCR’s and generating monthly reports.
•Making sure all the NCR’s are closed in a timely manner.
•Sending the files for approval to the certification board and following up for the same.
•Overseeing timely issuance of the certificates.
•Keeping a track of the defects raised by the certification board and creating a monthly report for the same.
•Working on access to create database for the training department and generating weekly reports.
•Generating appropriate statistical data and reports.
•Providing technical assistance to the technical manager.
•Train other professional personnel in the office on reporting issues and concerns.
•Overseeing the entire operation of the certification audit and reporting.

Currently with FOHMICS as a Project Coordinator, Abu Dhabi (Contract Based)
COMPANY PROFILE:
FOHMICS is an Abu Dhabi based IT Software Solution Provider which has been working with several Government and Major Private Companies as clients. FOHMICS has been present in Abu Dhabi since 2000 and has since done major projects with Abu Dhabi Municipality, ADMA OPCO, ADGAS, FERTIL, TAKREER, TAWAZUN, IRENA, GASCO, ZADCO, ADNOC, Abu Dhabi Fund For Development, Ministry of Cabinet Affairs, Rulers Representative Court (Diwan) in the Western Region among others.
JOB DESCRIPTION
• Handling the project details like preparing BRD, screen designing, functional specification design, deciding milestones for the project, handling the architecture and project workflow and conducting knowledge transfers.
• Creating business models and flow charts using Microsoft Visio
• Handling and servicing various projects dealing with software solutions, web solutions, Multimedia and other software products.
• Working on Gantt Chart to update the project plan in case of changes and preparing milestone and bi weekly reports for the client.
• Logging incidents reported by the client on Manage Engine ticketing tool and troubleshooting them.
• Performing Level 1 troubleshooting of the application issues in the back end and following up with client for the closure of the ticket.
• Interacting closely with end users, mostly Government Organizations in Abu Dhabi, to understand their requirement and deliver the same in a solution.
• Assisting with the service agreements and contracts and following up with their renewals, modifications and other related aspects.
• Working on application back end to alter the front end as per client request.
• Co-ordinate with the onshore and offshore project team to service customers having Annual maintenance contracts.
• Technically handling the AMC updates using Content Management System or other available technical tools.
• Suggest and implement best practices that will enhance the customer management process.

PROJECTS UNDERTAKEN:
GASCO Quality Assurance Inspection Process (GSIS)
• GSIS or "GASCO SOURCE INSPECTION SERVICES" exhibits to project site inspection process mainly involving a Third Party Inspection Agencies (TPIA). The proposal application will automate various steps involved in the completion of inspection starting from the project request for inspection until the archival of satisfaction survey.
• Designed the screen architecture and prepared the functional specification document.
• Coordinated the project right from BRD gathering, FSD preparation, screen designing and was a part till the UAT

ADNOC Corporate Website
• Acting as Project Coordinator and point of contact with the Management and Media Department for the project covering all aspects from Design to Delivery for the redesign of the portal www.adnoc.ae for the main ADNOC HR.

Eco Man Website
• Assisted the project right from Requirement gathering till the development phase. Acted as a mediator between the client and the technical team. Responsible for all the documentation including BRD, Functional Specification document, User manual explaining how to update the website in the back end using control management system.

COMPANY PROFILE
Allscripts Healthcare solutions provides healthcare software to various hospitals and clinics in U.S. and UK. It provides clinical solutions, both acute and nonacute solutions including ambulatory, e- prescribing, homecare etc. Its main office is located in US, Raleigh. Major hospitals like ST. Marys hospital, St. Barnabas, John Hopkins Memorial, Al Camino, Sound Shore Hospital use the software solution provided by Allscripts right from registration to ambulatory care.
JOB DESCRIPTION

•Looked after various internal & external issues related to client’s applications.
• Performing Level 1 troubleshooting of the application and if not resolved then forwarding the issue to Level 2.
•Coordinate with IT Services and Leadership team to provide timely information about the causes of incidents and any relevant findings from investigations
•Initiate communication plan across business during a major incident.
• After getting RFC from client and making the necessary changes in the application and modifying the database.
•Troubleshooting VPN, Citrix, networking issues of the internal clients.
•Taking remote access of client servers and making necessary amendments.
•Track the performance against all defined metrics in the SLA
• Review Voice Of Customer surveys to keep a pulse check of CSAT scores and maintain the quality.
•Prepare Dashboards to review the performance at a glance.
•Analysing data and providing information that helps in overall growth of the process / project
•Work on multiple CRM tools like Salesforce, Track IT, Service Now and CA Service Desk to extract reports.
• Understand current processes and operations of overall support organization to draft continuity plans.
•Set and continually manage project expectations with team members and other stakeholders.
•Preparing project timelines and Gantt chart to show current schedule status.
•Ensure the SLA metrics, staffing & utilization are optimum.
• Drive process improvement plans to ensure continuous enhancement of the project.
•Prepare Root Cause Analysis based upon the issues identified and implement corrective and preventive measures.

Major Projects Handled:

Title: Electronic Prescription
Duration: 2012 - 2013
Description: The report described e-prescribe issues & various other challenges through electronic prescriptions.
Responsibility:
• Level 1 troubleshooting of E-prescribe application issues.
• Preparation and presentation of daily and weekly reports for Help Desk

Title: Clinical Documentation
Description: The report described detailed study of applications in terms of document related problems.
Responsibility:
• Interfaced with clients with respect to flow sheet, tiles, graphs and related performance issues and report the incidents.
• Entering the issue reported by client regarding the documents and clinical summary view and passing it on to the level 2 for further assistance in case unable to troubleshoot.
• Trained on basic clinical documentation and have working knowledge on it.
• Participate in process improvement plans to ensure continuous enhancement of the project.

Transition Projects Undertaken
IT Service Desk account for hospitals.
 SUNY Downstate Medical Centre
 Presbyterian Intercommunity Hospital
 St. Barnabas Hospital Bronx
 Sound Shore Medical Centre

COMPANY PROFILE:

HWL is a leading global operator of mobile telecommunications and data services.3 is a brand name under which several UMTS-based mobile phone networks and Broadband Internet Providers are operated in Australia, Austria, Denmark, Hong Kong, Macau, Indonesia, Ireland, Italy, Sweden, and the United Kingdom. The company was founded in 2002. It also provides advanced fixed-line services for local and international customers under the Hutchison Global Communications (HGC) brand.
JOB DSECRIPTION
•Served as member of Upgrades & Retentions Team and handled various critical processes
•Responsible for gauging the requirements of the customer and contributing in setting the target set by the organization.
•Delivered floor support to several team members
•Auditing the calls for quality purpose
•Took escalated calls or issues and resolved customer queries
•Supervised a team of new recruits and provided help to them regarded learning curve
•Provided training to new joiners on process to enhance their skills

COMPANY PROFILE
Syntel, a leading IT Outsourcing, IT Consulting and BPO firm offering managed IT services, Enterprise Business Solutions providing focused solutions and services to help enterprises achieve their business goals. Syntel also offers end-to-end Technology Outsourcing services that cover the entire spectrum of infrastructure management.
JOB DESCRIPTION
• Provide help desk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Assist with on boarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized
equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Report issues to the Service Desk for escalation
• Manage PC setup and deployment for new employees using standard hardware, images and software.
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required