UMAR FAWAD Arshad

EC-Project Manager Retail Banking at Mashreq Bank

• Pakistan - Karachi
• My current job since February 2024

• Coordinating with Dev team for mobile screens development.
• Assuring each sprint is on track with quality assurance.
• Scheduling retrospective meetings after each sprint for review and improvements.
• Preparing business and functional test cases for UAT phase.
• Sharing weekly progress of the product team to Steering Committee.

Manager Wallet Platform at Finca Microfinance Bank

• Pakistan - Lahore
• June 2023 to February 2024

Project Management and Technical Support for
- Banking IT Applications
- Project Management
- Stakeholder Management
- Vendor Management

IT Project Coordinator at National Bank Of Pakistan

• Pakistan - Karachi
• September 2021 to June 2023

Worked as an IT project manager as well as coordinator for IT enterprise projects.

Manager Applications Digital Banking & ADC at MCB Islamic Bank

• Pakistan - Lahore
• March 2018 to September 2021

Technical Support for
-IRIS
-AVANTAGE CRM
- CONTACT CENTER APPLICATIONS
- GENESYS
- TEAM MANAGEMENT
- VENDOR COORDINATION
- PROJECT MANAGEMENT

Regional Manager Technical Support at AMFCO INTERNATIONAL

• Pakistan - Lahore
• February 2017 to March 2018

Regional Technical support for

- Avaya/genesys call center solution
- NICE/ACR RECORDING SOLUTION
- PROJECT MANAGEMENT
- SLA MANAGEMENT
- TEAM HANDLING
- SHIFT MANAGEMENT
- TECHNICAL TRAINING

Professional Services Engineer at Apollo Telecom

• Pakistan - Lahore
• February 2014 to February 2016

Implementation and support of Genesys Framework applications in Single and multi-tenant environment.
Support and tuning of Genesys T-server applications on Avaya S8700 and S8800 Call Manager IP Telephony environment.
Implementation and Support of Preview/progressive/predictive and blended inbound/outbound solutions.
Handling Genesys DataMart and InfoMart DBs and their Backups.
Hands on experience on Avaya CM 5.2.1, SES 5.0 (Single Edge and multiple home servers), AES 4.0 and Media Servers (S8720, S8800).
Backup and recovery of SQL DATABASE 2000/2005/2008.

Resident Engineer at AMFCO International

• Pakistan - Lahore
• September 2011 to February 2013

in Telenor Contact Centre providing Tier-1 Level
support over VoIP and WinSrv based Infrastructure.
Configuration and maintenance of NICE v3.2 & v3.5 VoIP Recording
solution in multiple Telenor OSPs.
Coordinating with vendor on different cases w.r.t queries to
troubleshoot application and network based issues
Taking SQL based database partial and full backups and troubleshoots
if required.
Generating Service and health Reports on daily basis according to SLA.
Deployment of NICE VoIP Solution in various OSPs which includes
Installation of VoIP Application, voice logger, Call Logging Server, SAN
& NAS.
Providing SLA Based Support to avoid service outages in order to
maintain committed up-time.
Providing Application based assistance and ON Demand training to
customer. i.e. Telecom Operators, Contact Centers and Banks.
Sentinel NMS configuration and VoIP solution monitoring. Responding
and rectifying all alarms to maintain 100% uptime.
Weekly and Monthly meetings with customers w.r.t new ideas and
solutions to keep strong customer relation

Assistant Manager at WebSouls

• Pakistan - Lahore
• December 2010 to November 2011

Administrative services on Domain Registration and Web hosting.
Creation and configuration of new hosting accounts.
Rectifying technical issue of product.
Customer & Manufacture coordination to resolve business matters.
Technical support for hosting clients on Linux and Windows.
Handling all issues and queries through online ticketing system
(WHMCS)

Cell Site Supervisor at PSG Telecom L.L.C. Dubai

• October 2009 to September 2010

Core Site Technician at Shabakkat Operations L.L.C. Dubai

• February 2008 to June 2009

TI Technician at Future Communications International (FCCI)

• India
• October 2006 to February 2008