Regional ERP Hyper Support Coordinator
International Rescue Committee
Total des années d'expérience :18 years, 5 Mois
• ERP Business Process Proficiency: Extensive knowledge in ERP processes, specialized in Finance, Supply Chain and Grants Management and ensured seamless alignment with organizational objectives.
• Implementation Support: Supported pre-deployment assessments and executed technical actions for a smooth ERP implementation.
• Super User Support and Escalation: Assisted in-office Super Users by helping them resolve and escalate issues, providing crucial support during MS Dynamics 365 implementation.
• Leadership in Post Go-Live Support: Led daily stand-up meetings and Open Office Hours Sessions with Super Users during the post-go-live phase, fostering a collaborative environment for issue resolution and continuous improvement.
• Issue Management in Service Now: Efficiently triaged tickets in ServiceNow and facilitated the escalation and resolution of all MS Dynamics issues within the region, ensuring a swift response to user concerns.
• Ad-hoc Training: Provided support for ad-hoc refresher training as necessary to ensure ongoing user proficiency.
• DevOps Dashboard Management: Maintained DevOps dashboards to monitor issue status and proactively identify and escalate risks and issues impacting adoption.
• Risk and Issue Escalation: Proactively identified and escalated risks and issues that could impede adoption, contributing to effective problem resolution.
• Trend Analysis and Deployment Updates: Analyzed trends in issues to support updates to the deployment approach and training materials, enhancing the overall implementation strategy.
• Issue Resolution Coordination: Coordinated responses to major technical or business process issues affecting specific offices, ensuring timely resolution and minimal disruption.
• Enhancement Communication: Collaborated closely with the Application Support team to communicate changes and enhancements to Dynamics 365 users, ensuring seamless transitions and user satisfaction.
• Proactive Issue Identification: Conducted proactive reviews of Integra reports to identify issues related to workflow and other critical Integra functions, facilitated timely corrective actions.
• UAT Coordination and Support: Orchestrated User Acceptance Testing (UAT) efforts by organizing testers and provided dedicated support throughout the testing phase, ensured comprehensive and accurate results.
• Direct Office Support and Coordination: Provided direct support to offices, skillfully coordinated efforts across the larger Integra and functional teams to enhance adoption and build expertise in Integra usage.
• Project Management: Designed and managed IT projects, including planning, operational engineering, architecture, and the development and updating of policies and procedures, as needed for efficient execution.
• Strategic Leadership: Spearheaded IT projects, overseeing the deployment of all IT activities from inception to completion. Later, assumed responsibility for maintaining IT resources and services, collaborating with domain experts and departments to ensure optimal functionality.
• ERP Implementation: Successfully led the implementation of Microsoft Dynamics 365 ERP for NSU, aligning IT solutions with organizational goals.
• Resource Maintenance: Effectively maintained IT resources and services, coordinating with cross-functional teams to support seamless operations across the organization.
• Documentation and Planning: Developed and led the documentation of proposals, project plans, and actionable timelines, leveraging industry benchmarks and best practices to ensure project success.
• Auditable Documentation: Created and updated auditable documentation for projects, commodities, and service procurement, ensuring transparency and accountability.
• Capacity Building: Led institutional capacity building efforts by conducting gap analyses of current and required resources, developing, and implementing plans to enhance organizational capabilities following established guidelines.
• Network Management: Oversaw the management of the Core and Access Network in an enterprise IP-based network environment, ensuring reliability and security.
• NOC Implementation: Successfully planned, designed, and implemented a Network Operations Center (NOC), enhancing network monitoring and incident response capabilities.
• Team Building and Training: Built and managed a high-performing team by recruiting and retaining top talent, including Network & Security Administrators, System Administrators, Web Managers, and MIS professionals. Developed and implemented personnel training programs to foster skill development and team cohesion.
• IT Infrastructure Design: Designed, planned, and implemented a diversified IT infrastructure for the head office in Islamabad, incorporating multiple servers for program and operational departments.
• Technical Documentation: Developed technical documentation of all system architectures, including network diagrams, Active Directory schemas, and group policies.
• Compliance & Governance: Ensured internet connectivity and computer hardware compliance with IRC minimum standards in a timely manner.
• Data Backup and Redundancy: Maintained user data and email backup mechanisms for redundancy of vital operational data and coordinated off-site backup delivery.
• Cyber Security: Implemented and ensured compliance with security policies and processes.
• Technical Support: Offered technical assistance to staff for PC hardware, software, and peripherals.
• Operating System and Software Management: Installed and configured operating systems and IRC-approved software packages to IRC global standards. Ensured security updates were applied, and workstations remained up to date.
• IT Strategy: Assisted in finalizing the strategy for emergency IT deployment in disaster response.
• Procurement and Budgeting: Worked with the Logistics/Procurement team to prepare and handle purchase requests, purchase orders, and bid analyses for computer services. Managed IT procurement and budgeting.
• SLAs and OLAs: Managed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Microsoft O365 Deployment: Designed, planned, and implemented Microsoft O365 cloud-based hosting for 850 staff across 40 districts in Pakistan, ensuring efficient collaboration and communication.
• SMS-Based System: Spearheaded the design and implementation of an SMS-based system for 24, 000 teachers, facilitating quizzes, feedback, and complaint tracking through mobile phones.
• Mobile Applications and M&E Surveys: Successfully designed and implemented mobile-based applications and monitoring and evaluation surveys.
• Virtual Server Setup: Collaborated with the M&E team to set up virtual servers for hosting monitoring and evaluation applications.
• Tablet Procurement: Assisted in the procurement of 27, 000 tablets for teachers and oversaw their successful distribution to 16, 000 schools in 41 districts in Pakistan.
• Application Analysis and development: Collaborated with CARE to design a web-based recruitment system, enhancing their hiring processes.
• Digital Transformation: Collaborated with the Asia Foundation as an IT Advisor, overseeing all IT aspects, including devising strategic IT plans, overseeing server installations, managing cloud migration, database development, and supervising the help desk team.
• Application Analysis and development: Designed and implemented a web-based planning, monitoring, and evaluation system for the SRHR Alliance, which is currently operational in ten countries across Asia and Africa.
• Training: Designed and conducted a successful training program, focusing on Advanced Excel 2013, Microsoft Access, and Database Management Systems, in collaboration with CONCERN and the Asia Foundation.
• ERP Implementation: Functioned as an IT Management Consultant for Muslim Aid, developed an ERP solution that encompassed Program MIS, accounting systems, procurement processes, asset management systems, and Human Resource Information Systems.
• IT Infrastructure Management: Installed, administered, and maintained various Windows servers, both in the country office and field offices, including a Disaster Recovery (DR) site. Designed and implemented Local Area Networks (LAN) and Wide Area Networks (WAN) across multiple locations, involving the selection, installation, and configuration of hardware, software, routers, switches, firewalls, and L2, L3 Virtual Private Networks (VPNs).
• Server-Based Applications: Successfully installed and configured server-based applications, ensuring their reliability and optimal performance.
• Disaster Recovery and Business Continuity: Led the setup of a disaster recovery site and established robust business continuity plans to ensure minimal disruption during unforeseen events.
• IT Procurement and Budgeting: Supervised all IT procurements, providing recommendations and specifying hardware and software requirements. Assisted in the preparation of the IT budget and monitored expenditure to optimize resource allocation.
• Policy and Procedure Management: Maintained and updated IT policies and procedures as needed, ensuring user compliance with IT standards.
• Team Management: Played a key role in the recruitment process by writing and revising position descriptions, interviewing, and selecting staff, and recommending or initiating personnel actions such as merit increases, salary adjustments, promotions, transfers, terminations, and disciplinary actions, including performance improvement plans.
• Application Analysis and Development: Designed and presented a global web-based procurement and asset management system, showcasing it to regional teams in Thailand and the global team in Atlanta. This initiative aimed to streamline procurement processes and enhance asset management efficiency.
• ERP Implementation: Acted as a team member in the implementation of PeopleSoft Enterprise Resource Planning (ERP) software within the CARE Pakistan office, contributing to the enhancement of organizational processes.
• Hardware and Software Maintenance: Developed and supervised regular maintenance plans for all hardware and software, extending the life and functionality of IT resources.
• Upgrades and Updates: Oversaw the timely upgrading and updating of all IT systems and connections, both hardware and software, to align with the evolving needs of the organization.
• Application Analysis, Development and Support: Designed and developed a web-based Supply Chain (SC) and Asset Management system, enhancing efficiency and accountability within the organization.
• Infrastructure Continuity: Ensured the uninterrupted operation of the organization's infrastructure, including network components such as the Exchange Server, ISA Server, and Windows Servers, guaranteeing reliability and availability.
• High-Level Troubleshooting: Provided high-level troubleshooting services for staff, swiftly addressing technical issues and minimizing disruptions to operations.
• Backup and Disaster Recovery: Managed backup systems and developed an intelligent Disaster Recovery Plan, safeguarding critical data and systems in the event of unforeseen incidents.
• Security Oversight: Ensured the physical and software security of the entire computer information systems, encompassing both standalone and networked systems. Implemented regular antivirus updates to protect against security threats.
• IT Policy Development: Developed comprehensive IT policies for the Pakistan Programme, aligning them with Global Save the Children policies, and monitored compliance by team members.
Master in IT