Production Analyst
Afiniti
Total years of experience :4 years, 9 Months
Previously worked for North American Region high profile Telecom and
Insurance companies including United Health Care, Sprint, SiriusXM and Tmobile in Pakistan.
Currently relocated to Turkey and working on Afiniti's highest revenue client,
AT&T, growing the client's revenue by approximately $100 million per month by
optimising sales and customer churn across 10 different businesses units,
ensuring smooth production and providing data analytics for continuous
improvement. Proven ability to oversee AVAYA and Genesys operations and
database management.
Extensive use and compiled reports on Jira with dashboards. Perform root cause
analysis for any performance or production impacting issues and ensure actions
are taken to prevent them in the future. In-depth analysis and investigation of
incidents and issues faced by the operations and forward the issue to relevant
technical and Business team. Gather required data from application logs, inhouse/client historical tables using SQL. Maintain overall responsibility for
customer issues and service and serve as Communication Bridge between client
and all stakeholders.
Planning, engineering and monitoring the security arrangements for the
protection of the network systems. Identifying, monitoring and defining the
requirements of the overall security of the system. Creating different ways to
solve the existing threats and security issues. Configuring and implementing
intrusion detection systems and firewalls. Defining and maintaining security
policies. Maintaining firewalls, virtual private networks and web protocols
Monitoring and maintaining the computer systems and networks within an
organization in a technical support roles. Installing and configuring computer
system diagnosing hardware/software faults and solving technical problems.
Working with field engineers to visit clients if the problem is more serious.