Manager Sales

MUHAMMED SUFYAN

Location: Karachi, Pakistan

Cell: +92-321-******* Email: ******.******@*****.***

LinkedIn: linkedin.com/in/sufyanshafiq Skype: sufyan.shafiq

Professional Services Digital Transformation BPR Solutions Technology Projects Consulting

Technically sophisticated, solutions-driven, and innovative professional with 15+ years’ technical expertise in professional services, programming, infrastructure design, service maintenance, business processing and networking within financial and service provider sectors. Proven success in various standalone Web based applications, such as CRM, Dashboards, IVR, CTI applications. Experience in designing, defining and delivering complex projects for Large Enterprise and Service Providers. Change agent and collaborative partner with strong communication and presentation skills. Expert in partnering with stakeholders, leadership, teams and vendors to analyze needs and issues. Define and achieve consensus on strategies, and implement technologies and best practices to deliver consistent, repeatable, and high-quality solutions.

CORE COMPETENCIES

• Professional Services • Product Development • Digital Transformation

• Business Processing • Payment Systems & Technologies • Business Applications & Technologies

• BPR • System Integration & Interoperability • IT/VoIP Infrastructure Design & Support

• Solution Architecture & Design • ERP (CRM, Supply Chain, Retail, Financial) • Business System Integration

• Contact Center Technologies • Data Warehousing • Virtualization

• Service Delivery Management • Customer & Vendor Management • Project Planning & Supervision

TECHNICAL SKILLS

Microsoft: Windows Servers & Workstations, SharePoint Portal Server, Project Server, Live Communication, ISA Server

Languages: Microsoft Visual Basic 6.0, C, ASP .net, VB & Java Scripting, CSS, HTML

Databases: SQL Server, MySQL, PostgreSQL, Access

Tools: Norton Corporate Server, Microsoft Office Suite, Front Page, Visio, InfoPath, Crystal Reports, Data Recovery, Macromedia Dreamviewer MX, Flash MX, Fireworks, Abode Photoshop

CONTACT CENTER & UC TECHNOLOGIES

• Avaya Aura Contact Center • Avaya Media Processing Server (MPS500) • Avaya Aura Experience Portal & POM

• Avaya Workforce Optimization • Teleopti Workforce Management System • Wallboard Servers (TX Digital & Symon)

• Avaya Communication Manager • Avaya Application Enablement Services • Avaya Communication Server 1000

• Avaya Aura Platform • Avaya Aura System Manager • Avaya Aura Session Manager

• Avaya Call Pilot • IP Office Platform • Avaya One Source and Sales Portal

PROFESSIONAL EXPERIENCE

PRONET PRIVATE LIMITED, Karachi, Pakistan Sep 2014 – May 2019

HEAD OF OPERATIONS & PROFESSIONAL SERVICES

Application Development & Technologies

• Played an integral role as a development and analysis lead for application development & identifying technologies to deliver client project and assure high quality deliverables, solutions, and client management on projects.

• Upheld customized application to work in different architectures and fully compliant with web, thin clients & mobile.

• Responsible to managing team of developers to design, code, customize and test the application designed to cater customer’s need.

• Integrated databases / platforms with Payment Systems and 3rd party application to redesign and assure interoperability of applications.

• Assured availability of reliable on-site assistance to resolve all software and hardware issues for delivering reliable and effective user support to clients.

• Functioned in close collaboration with Pronet’ sales and technical department to raise growth and opportunities.

Professional Services

• Successfully delivered client project work assigned to PS team; managed consultants so that each achieves the targets per project and collaborated with the Pronet’ sales and technical department to maximize growth & opportunities.

• Tasked to serve as escalation point for PS team’s clients to ensure high quality deliverables, solutions, and client management on projects; maintained Pre-Sales structure and assisted in complex designs of Voice & Contact Center.

• Facilitated teams in the integration of databases / platforms with other stakeholders and 3rd party application for interoperability of applications; developed and maintained deep customer contacts as assigned.

Technical Resources Management

• Successfully trained and educated employees and new hires to establish full potential and assure adoption of methodology and delivery of quality of work while meeting company objectives.

• Steered technical employee recruiting, training and development efforts to design highest quality consulting in industry.

• Reorganized and retained hardware and software including software version and license agreements to assure clients continued use of applications without disruption.

Key Projects and Achievements:

• Recognized by senior management and awarded with Employee of the Year award in 2015, progressed through a series of positions; started career as Senior Manager Professional Services in 2016 promoted as Head of Professional Services

• Developed, trained, and mentored a complete team of Professional Services department from zero to be the leading Professional Services team in Pakistan Contact Center’s market

• In 2017 Promoted as Head of Operations & Professional Service i.e. given additional charge of another department of Operations & Support. In 2019 make Pronet’s team a largest Avaya certified team in Pakistan

• Initiated Professional Services in Pronet bring the Revenue in managed services domain, software development and Integration areas. Raising VoIP revenue to 4% end of 2018

• Professional Services department made Pronet build in house solutions which earlier were outsourced resulting in making this a cost saving activity. Reducing outsourcing cost to 0% end of 2018

• Introduced online complain management system to be used internally for support services provided to all clientele.

AL MUTTAHIDOUN COMMUNICATION & IT, Tripoli, Libya Oct 2012 – Aug 2014

ASSISTANT MANAGER TECHNICAL & SUPPORT

• Headed the responsibility for designing and answering RFP/RFI for tenders, managing service delivery for ongoing SLAs and new business, and recommending technology and solution for Mutele’s customer.

• Actively liaised with business partners to explain and describe project requirements and business case, including development of a statement of work and evaluate complex project plans and budgets.

• Designed and integrated system and infrastructure for contact center and voice solutions while managing pre-sales and design engineering activities on Avaya products – Voice SME & Enterprise.

• Formulated and delivered presentations to senior management on project goals and plans, including progress reports.

• Devised R&D and new product development initiatives on Mutele platform to select technology and structure.

• Service Level Maintenance & 3rd Level Support of Call Center technologies

M ZAKA GROUP, Karachi, Pakistan Oct 2009 – Sep 2012

MANAGER TECHNICAL SUPPORT

• Positioned as an integral role of core operations team of MZaka for installing, testing, commissioning, expanding, troubleshooting, and integrating activities and delivering 24X7 support services to customers.

• Spearheaded local training for technical team and end users, developed RFP/RFI for tenders and coordinated with customer to resolve operational and post SLA/Sales/support issues.

• Developed business for new ventures and any existing non MZaka or MZaka client and designed engineering on Avaya products – Voice SME & Enterprise to take care technical and support needs.

• Expertly utilized technical skills, including call center products, IVR & IP Telephony to offer presales and technical support assistance over email while administering customers’ accounts allocated for SLA and new business.

ALMOAYED GROUP, Karachi, Pakistan Feb 2008 – Sep 2009

ASSISTANT MANAGER TECHNICAL

• Designed signoff documents, RFPs, proposals, and block diagrams and proposed structure for the SITEs, steered local training for technical team and end users, and presented L2 support to sales team on resolving pre sales issues.

• Installation and Configuration of Call Center technologies including:

Media Processing Server (MPS 500)

Nortel Contact Centre Suite 6.0

Nortel Contact Recording & Quality Monitoring

Wallboard (TX Digital & Symon) configuration

IP Phone Management.

APOLLO TELECOM, Karachi, Pakistan Aug 2006 – Feb 2008

SYSTEM ENGINEER

• Shoulder the responsibility for installation and developing Nortel Networks Symposium Server, MPS 500/1000, and Call Center technologies, such as Wallboard configuration, IP phone management, and troubleshooting.

• Installed and organized Nortel Contact Centre Suite, including:

Contact Center Manager Server (CCMS)

Communication Control Toolkit (CCT)

Contact Center Manager Administration (CCMA)

Contact Center Multimedia (CCMM)

CAREER NOTE

TECHNICAL SUPPORT ENGINEER • Cyber Internet Services • Mar 2006 – Jul 2006

NETWORK ADMINISTRATOR • Sphere (Private) Limited • Jan 2003 – Dec 2005

FACULTY MEMBER • Institute of Management & IT • Mar 2001 – Sep 2002

KEY PROJECTS & ACHIEVEMENTS

Pronet (Private) Limited (Contact Center, Unified Communication & Professional Services)

• Bank Alfalah, Pakistan Project Lead

• Standard Chartered Project Lead

• United Bank Limited Project Lead

• MCB Islamic, Pakistan Presales Lead

• Faisal Bank, Pakistan Integration Lead

• CDC, Pakistan Project Lead

AlMuttahidoun Communication & IT (VoIP Infrastructure & Business Development)

• HLC, Tripoli – Libya Project Lead

• Tripoli Medical Center, Tripoli – Libya Technical Lead – Voice

• Ministry Of Health, Tripoli – Libya Project Lead

Almoayed Group (VoIP & Call Center)

• GPTC, Libya Project Lead

• BP, Pakistan Pre Sales Tech

• Shell, Pakistan Project Lead

Apollo Telecom (Unified Communication)

• Ufone, Pakistan System Engineer

• HSBC, Pakistan Project Engineer

Sphere (Private) Limited (IT Infrastructure)

• Abdullah Group, Pakistan Project Engineer

• Abbasi Shaheed Hospital, Pakistan Project Engineer

Freelance Projects (Software Development)

• Provincial Government Sindh, Pakistan Software Engineer

• 1st Census of Provincial Government Civil Servants of Sindh (SEMIS) Software Engineer

• Online Testing Software Software Engineer

EDUCATIONAL BACKGROUND

Master of Science in Information Technology, PIMSAT

Diploma in Information Technology

ICND (Training from COMSATS Cisco’s Learning Partner)

PROFESSIONAL CERTIFICATIONS

Avaya Certified Support Specialist ACSS – Avaya Aura Contact Center – (3300)

Avaya Support Professional Specialist ASPS – Avaya Breeze – (5105)

Avaya Implementation Professional Specialist AIPS – Application Enablement Services (AES)

Avaya Professional Design Specialist APDS – UC APDS – CC APDS – Networking

Avaya Professional Sales Specialist APSS – UC APSS – CC APSS – Networking

Avaya Professional Sales Specialist APSS – SME Communications APSS – Avaya CC Solutions for IPO

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