Habib ullah Memon

• Responsible for managing project tasks, resources, and timelines using Smartsheet.
• Create detailed project work plans from the estimated scope of work and assign project plan tasks to team members.
• Track and manage all project-related issues such as project risks, bottlenecks, and data integrity and provide status reports to Management.
• Collaborate with Finance, Business Development, Customer Service, Operations, and Legal to translate business needs into operational IT plans.
• Provide leadership to in-house and outsourced project team members.
• Manage cloud-based applications and data analytics initiatives involving collaboration with internal and external stakeholders to plan, manage, integrate, and implement multiple projects under a large business transformation program.
• Set up and manage PMO shared drive on SharePoint and project document repository on Confluence.
• Set up defect tracking project on JIRA and manage user access, dashboard, and follow-up external development partners and internal business users.

Projects:

Contact Center Implementation:
• Work with the Customer Operations and third-party vendor team to implement a new contact center for the company from scratch.
• Research and suggest the industry standard best practices in configuring the call flows, skills-based routing, after-call dispositions, and access controls.
• Fully responsible for planning, scheduling, monitoring, and control along with presenting the weekly status report to PMO and collaborating with cross-functional teams and third-party vendors.

Payment Solution Integration:
• Working with multiple third-party vendors to develop testing and integration plans for PCI-Compliant payment with the customer portal.
• Involved in the risk-identification process and presented mitigation plans in weekly PMO meetings.
• Developed and shared IT architecture using Lucid chart by consulting with IT Director in the formalization and adoption of IT standards and procedures.
• Responsible for identifying end users training needs and facilitating training sessions.

Remittance and Data Analytics App:
• Collaborate with the external development partners and internal business team to develop an MS Azure-based integration solution for clients to process remittances, view dashboards, drill down the reports, and download documents.
• Manage defect tracking process and facilitate user acceptance testing.

Joined as Project Manager and promoted to Portfolio Manager in January 2023 to lead a team of 10 project managers and coordinators.
• Reporting to the Portfolio Director and Leading a team of 8 Project Managers and 2 Project Coordinators, is responsible for planning and execution of chapter events along with Social Media marketing plans.
• Accountable for the execution of project processes and deliverables, including but not limited to planning, financial forecasting, risk and issue management, and program communications by collaborating with vendors, speakers, technology, member care,
events, social media, and communication portfolio teams and directors.
• Validate event setup on the PMI website, generating reports of event attendees, collecting quotations from vendors and speakers, and processing invoices.
• Analyze post-event surveys and recommend improvement opportunities to the Director of Events.
• Review existing policies, procedures, and improvement opportunities based on lessons learned and team feedback.
• Successfully oversaw and delivered 10+ virtual and in-person events for 30+ attendees.

• Led and participated in multiple projects and initiatives during the tenure.
• Provided remote consultancy, sharing expertise to resolve complex issues for 400+ Connected Home customers monthly.
• Collaborated with cross-functional agile teams like Program Management, Digital, Data Analytics, Product, Content, Customer Experience, and Legal to improve the customer journey by optimizing web content and Virtual Assistant responses that resulted in the promotion of self-serve and 25% reduction in calls to technical support.
• Analyzed VA customer journey data using PowerBI and Tableau and shared insights with senior management to be included in monthly presentations to VPs and Directors.

Projects:

Digital Content Optimization:
• Working with the Digital team to develop new content for the website, and review and enhance the existing content to promote self-serve.
• Participated in VA optimization project by analyzing customer inquiries and their journey.
• Fully responsible for planning, scheduling, monitoring, and control of projects along with weekly and monthly status reports and collaboration with cross-functional teams and 3 rd

party vendors.

Customer Experience Tool:
• Made substantial contributions to the Customer Experience Tool (CXT) project and evaluated the efectiveness of Splunks predictive analytics in real-time for over 1, 000 customers.
• Reviewed RF patterns and identified 17% of customers afected and provided insights to the Project Lead resulting in the enhancement of Technical Supports Service Management Platform (SMP).

• Led a team of 8 resources with onsite and ofshore vendor teams and was responsible for the successful implementation of complex transformation projects to support the adoption of hybrid project management methodology.
• Outlined program execution strategies, frameworks, and roadmaps to assist management in seamless project execution.
• Updated the management on the bottlenecks about delays, schedule of work, project completion, or compliance resolution; active engagement across resolving issues related to Audits, Action Items, Issues, Risks, etc.
• Sent Monthly Dashboards to the CIO and Transformation Ofice Head with metrics outlining process adherence, quality metrics, and risk moderation.
• Worked as a Single point of contact (SPOC) with ofshore consultants for the revamping of Quality policies and procedures in the existing IT scenario and successfully implemented them.
• Engaged in building a framework for auditing digital projects and recommended enhancements to digital strategy.
• Designed, implemented, evaluated, and audited project management processes and devised new templates for the PMO.
• Collated real-time metrics about IT project success, resource capacity analysis, and project features that adhered to defined processes and practices.
• Managed the creation of Quality Gates in line with the Tawuniya quality requisites and ensured project compliance and execution.
• Presented monthly KPI Dashboards with metrics to CIO, department heads, and development managers.
• Facilitated weekly status meetings with department heads and project managers to review process adherence, quality metrics, and risk moderation.

Accomplishments:
• Spearheaded new QA department created as an outcome of the IT Quality Transformation project consisting of 5 cross-functional team members and road mapped 300+ medium and small-sized projects that significantly improved quality, customer satisfaction, and conformance of company IT policies and procedures.
• Planned and oversaw audit reviews to assess Quality Assurance practices in software products/project deliverables and reduced non-conformance by 80%.
• Honored Best Employee award by CIO on successful implementation of Quality Transformation-SDLC project.

Led a 4-person team and was responsible for production support, end-to-end delivery of business initiatives and projects afecting corporate systems, legacy applications, and their integration with backend APIs for compliance and regulatory requirements.
• Managed technology project proposals by preparing responses to RFPs and created SOW, and project schedules, and served as a link between end users and developers to ensure delivery of new solutions as per business requirements.
• Identified as SME for all defects/enhancements in IT services and projects related to SBU P&C (Property & Casualty) - shared expertise and lessons learned to all levels of management.
• Developed and shared procedures and SLAs for various services and products that resulted in improved relationships between ISD and Business units.
• Recommended and suggested process improvements to existing policies and procedures.
• Tested and implemented the identified IT risks and controls within ISD and succeeded in ensuring secure, scalable, and available IT infrastructure with the support of the network team and operation team leads.
• Ensured adherence to the development processes to the agreed standards and escalated violation incidents to the ASQA Manager.
• Worked closely with Infrastructure teams to establish development and testing environments identical to the production environment that assured segregation of duties.

Projects:

Client Data Quality - Integration with Al-Elm:
• Led the efort to manage the 14-person testing team and executed integration testing of backend APIs with core applications consisting of 30+ modules.
• Collaborated with third-party vendor team and accomplished the validation of client data from governmental sources and met compliance and regulatory requirements within specified time and budget.
• Developed and shared the new procedures with business stakeholders.

P&C Underwriting Notification and Workflow System:
• Responsible for improvement initiatives within Oracle-based legacy apps to roll out Oracle workflow system Version 2.6.3.5.
• Defined process modeling and implemented notification and authority level setup to inform business stakeholders about prospective business.
• Coordinated with internal stakeholders for project requirements and worked with Development, Quality Assurance, and Release teams for Go-Live activities.
Data Centre Upgrade:
• Brought into the project as a Manager (by delegation) and successfully coordinated and led the QA team to validate all the apps on newly deployed hardware.
• Responsible for scope and resource scheduling and collaboration with development, infrastructure, and database teams. Accomplished the task within schedule with a successful migration to new servers.

Accomplishments:
• Led 3 members team and improved bug tracking capabilities proactively resulting in reduced product defects in P&C applications by 50% and recurring incidents/problems by 75% by proposing efective solutions.
• Proposed and implemented a change management solution that resulted in the reduction of product delivery time by 60% and saved company time.
• Improved and standardized IT services to manage highly sensitive and confidential customer data.
• Successfully coordinated and implemented a Data Centre Upgrade project with the infrastructure team representing the IT Operations team.

• Worked on end-to-end service delivery of production applications that included but were not limited to requirement gathering, analysis, testing, and quality assurance, collecting user acceptance testing, and deployment to pre-prod and production environments.
• Responsible for communication with business users about critical problems, application downtime, planned changes, and software releases.
• Performed root cause analysis (RCA) on IT infrastructure, applications, and databases periodically.
• Provided production support for various third-party and in-house developed applications, particularly for SBUs Medical (Healthcare) and P&C.
• Identified and analyzed common issues in apps and suggested improvements and implemented robust solutions that resulted in maximizing client satisfaction.
• Reviewed and implemented overall change/release management strategy project as per ITIL best practices and procedures by collaborating with top management and functional/operational team leads.
• Performed risk assessments, data analytics, and financial review for over 20 projects. Compiled and presented audit findings to management and recommended remedies.

Projects:

TriCast Data for P&C UW and Claims:
• Coordinated as a Subject matter expert (SME) with external vendor TriCast and provided data models and required data to develop business reporting tools to provide business insights and improve claim processing times.
• Presented the demo to business users and collaborated with vendors.
• Created templates and devised procedures for the adoption of processes after the implementation of the Data Analytics project.

Access Management Implementation:
• Provided strategic leadership in the implementation of the Access Management project for the security of core business Oracle-based applications.
• Designed and developed authentication processes for business, development, IT Operations, and audit teams.
• Managed testing and deployment to the production environment for 800+ end-users within 2 months and helped the company to align policies and procedures as per external audit requirements.

Accomplishments:
• Improved value of P&C Claim Management application by advising an innovative methodology to self-serve and implemented the solution that resulted in the reduction of support incidents by 25%.
• Managed end-to-end service delivery and received 100% user acceptance and deployed on production.

• Successfully provided technical support and assured Quality of deliverables for over 45 active lines of business, conducted testing and QA activities, analyzed business needs, and translated them into requirements, and managed the user acceptance testing and deployment phases of projects/programs of varying complexity across testing, UAT, and production environments.
• Designed, and managed the configuration management database (CMDB) in the Uni-Center Service Desk by identifying and defining IT assets. Developed CMDB Dashboard to monitor the health of assets.
• Directed incidents for complex problems to next-level support, and kept users informed about the status of their open tickets.
• Developed and documented testing plans per business requirements and executed test cases.

Technologies Used: Oracle, JavaScript, HTML, MS Office, ServiceDesk, SQL, Mercury TestDirector.

Projects:

CA Service Desk Manager Upgrade:
- Coordinated with the IT Operations team and external CA partner to develop and implement an upgrade project of CA’s Service Desk software and hardware.
- Managed from inception to completion within budgetary and time constraints.

• Responsible for billing system data conversion and machine-readable bill projects.
• Provided ongoing feedback to management on IT operations.
• Assisted Manager MIS with the resolution of technical issues related to automation daily.
• Reviewed and optimized maintenance and content update procedures for the corporate website.

Projects:

MIS Reporting System:
• Led a team of 12 resources and analyzed the project scope, proposed hardware, developed solution, and implemented MIS reporting system project using ETL techniques from COBOL billing system to Oracle database system.
• Reviewed RFPs submitted for hardware and initiated the process for financial approval and collaborated with the vendors for the installation of servers.

• Managed IT Infrastructure for mission-critical business services, ensuring IT Operations ran
smoothly 24x7.
• Led service improvement initiatives by developing and improving existing procedures and templates for the collection of Human Resource data.
• Carried out workshops, interviews, and assessments of vendor bidding processes and assisted in standardization of hardware purchase and maintenance procedures for 100+ remote ofices.
• Created Procurement management plan by requesting prospective vendors for proposals, evaluated RFPs, and issued SOW contracts to successful bidders coordinating with the Inventory Management Directorate.