Project Manager Customer Service

Mohammad Shibly Numan

E-mail: ***********@*****.***, Phone: +964********** (Iraq), Nationality: Bangladeshi

Passport: C0842698.

CAREER SUMMERY:

5+ years experience PL/SQL development, Data Quality check, Data Modeling, ETL process Design, BI PLATFORM design, ETL Process design develop & deploy, ETL process re-engineering & optimization, Oracle Database Administration, OWB 10gR2, OBIEE 11g design, development & administration, Discoverer Desktop Administtration Crystal Report design, development & administration. Also expert in regular O&M of DWH system, Revenue Assurance, Fraud Management, PL/SQL scripting, Unix Shell Scripting, OWB workflow design, Discoverer Desktop, System integration, Re-engineering, Database System Management, Database & DWH Project Management, Backup process design, Database development, Service quality assurance, Data Quality checking & System fault analysis.

PROFESSIONAL SKILL:

OWB – 4 years

OBIEE – 2 years

Crystal Report – 1 year

PL/SQL – 6 years

UNIX Shell Scripting – 3.5 years

ORACLE RDBMS – 4 years

Database Administration & management – 4 years

BI Analytics – 1 year

Discoverer Desktop – 2 Years

MS SQL Server 2005 – 2 Years

MS SQL Server 2000 – 2 Years

TOAD – 6 Years

SQL Developer – 6 Years

WORK EXPERIENCE

From Jul 10 to till now:

Datawarehouse, BI & DBA Expat,

Korek Telecom (Orange ASA),

Kurdistan, Iraq

www.korektel.com

Responsibilities & Task:

Daily ETL process monitoring & tuning.

DWH DB (Solaris 10+ORACLE 11gR1), SALES DB (REDHAT 6+RAC 11gR2), CRM DB (REDHAT 6+Oracle 11gR2) , RAFM DB (Windows Server 2003+ Oracle 11gR1) Customer service DB (REDHAT 6+Oracle 11gR2) administration & Maintainence.

Billing (Solaris 10+), Sales & CRM Database System maintenance, monitoring, backup ensuring.

Database Migration for system upgradation, Patch deployment

New process flow incorporation with ETL process flow as per business requirements.

New source/System integration

Daily report refresh & quality ensure.

Backup ensure of Data Warehouse, Application Server

Design, develop & deployment of new reports for Marketing, Sales & Finance.

Interconnect reports generating, change management & monitoring.

Data modeling design for new system source.

Adhoc support for Campaign disbursement.

Establish for necessary QC against revenue leakage.

Revenue Assurance control development & alarm Generation for stakeholder.

Data backup, retention & access policy define & implement.

Coaching IT dept. employee to improve operation excellence.

Cross functional activities with IT, Technical, Sales, Marketing & Customer service division.

PROJECT & ACTIVITIES IN THIS POST

OBIEE Introducing: Introducing OBIEE BI ANSWER & BI Publisher

Market Share:- subscriber Market Share, Revenue Market Share.

Churn Prediction Model: - Probable churn figure prediction & alarm generation.

Quality of Sales: - New Sales revenue trend analyze, average lifecycle of new sales.

Customer Segmentation: Segmentation of subscriber base – usage, service, region, mobility etc.

Campaign management Tool: Pre & post campaign analysis, campaign target base etc.

Revenue Assurance Control: - Subscriber debit credit, System fraud, HLR reconciliation,

Introducing OBIEE 11g BI Publisher for auto-email & dashboard.

Re-engineering:- Re-design the DWH process (ETL) for CS 5.0 migration project and handling the backdated CDR.

Live CDR processing for Customer service agent for first level support to customer.

Combined Billing system project (CBIO) leading for Database Administration part, CDR processing, Backup & retention policy (ongoing).

IT access, security & audit policy develop and implement: Policy Finalization for IT Audit.

Sales System:- Installation RAC environment, Backup system design, Integration with other system.

Apr 08 to Jul 10:

Database Engineer, Deputy Manager, Specialist,

IT Department,

Grameenphone Ltd (Telenor Opco). Bangladesh

(www.grameenphone.com)

Responsibilities & Task:

New Process development & deployment using PL/SQL in Oracle DB, Shell Script in UNIX, Batch Scripting in Windows environment and new report using Oracle Discoverer Desktop.

Changes of current process/reports and Configuration documentation.

Storage & H/W Forecasting for DWH system.

Backup ensure with recover plan of sysdate-1.

Quality Check, Exception Handling, Alarm follow up & attend the alarms.

Regular report generation and Management Dashboard refresh ensuring.

DB & OS storage , process, process flow and parallelism optimization.

It Audit, user access audit & data security confirmation at DWH end and co-ordinate for all enterprise systems.

Change management and deployment based on source system deployment.

Adhoc support for campaign disburse.

Oracle Warehouse Builder administration & maintenance, ETL process performance monitoring and parallelism tuning.

Strongly & directly involved with the projects dependent to Data Warehouse/on Data Warehouse like as – Sales Tracking tool, Campaign Analysis tool Corporate Management Dashboard

BI Analytics & CRM Analytics incorporation with Data Warehouse system.

CDR fault analysis, actively participate in CDR analysis for node migration/ up-gradation.

Different internal stack holder’s (Sales, Marketing, IT, Technical, Finance) requirement collection for process improvement, New product, Pricing, promotional campaign/offer implementation.

Feasibility analysis, priorities establish & implementation road map setup of the projects.

Negotiation & work with different third party/Vendors to implement the approved projects.

Cross functional activities with other division & Provide daily, Weekly, Monthly customized and adhoc reports & analysis.

PROJECT & ACTIVITIES IN THIS POST

Corporate Management dashboard: Corporate Management Dashboard using OBIEE 11g.

Successfully launched BI Analytics (2010), Campaign Management (2009) & Network Performance Analytics (2009).

Corporate Management Dashboard for Management level using Oracle BI Portal and OBIEE 10g in 2010.

DWH process reviewing for optimization in terms of process & time. Output - total 6 hours execution time savings. By optimization of data retention policy (and sync with backup & recovery policy ) a total of 1.8 TB DMX3 storage (live storage) and 8 TB TAP storage saved in 2010.

Fully automated ETL process initiation (without any human interpretation and exception handles by SMS) to remove vendor dependency. - Yearly operational cost of around 100,000 USD saved. (On the year - 2010).

Business logic review for post-paid subscribers’ reporting in 2009.

DWH process re-engineering for successfully implementation of distributed architecture in 2008.

QC process establishment between RAFM systems vs DWH system and DWH System vs DWH system to ensure quality reporting in 2008.

Customer Segmentation: Segmentation of subscriber base – usage, service, region, mobility etc.

Campaign management Tool: Pre & post campaign analysis, campaign target base etc.

Successfully launched distributed DWH test environment in 2009.

ERP, Interconnect, SALES & CRM Systems integration with DWH system.

Successful launched geography wise sales tracking system (STS) implementation.

Implementation of Mobile Money project with direct help with DWH system.

Mar 2007 – Apr, 2008

Grameenphone Ltd

System Engineer

Revenue Assurance and Fraud Management

Responsibilities & Task:

New control development to ensure Revenue and minimize fraud.

Data (usage, demographical, Geographical etc) data analysis to ensure pro-active positive customer experience.

Analysis the CDR to find out Gap in subscriber usage (positive/negative) or gap in revenue generating node

Find out the system/customer fraudulent activity and way out to fix it.

Pre-Analysis of upcoming market campaign.

Service & charging quality check. Re-rate the CDR and find the gap.

Quality check of prepaid and post paid product

Quality check of Value added service

Report generation of subscriber base, new activation, value added service

BSCS & HLR data reconciliation.

PROJECT & ACTIVITIES IN THIS POST

Strongly involved with billing system migration for data quality check and ensuring the interim period CDR rating and barring & unbarring.

Process development for customer satisfaction index and monitoring it on regular basis.

Post-paid billing system QC process Automation.

HLR reconciliation process enhancement & automation.

12th September, 2005 – March, 2007

Grameenphone Ltd

Officer

Service Quality Assurance

Responsibilities & Task:

Daily network quality & payments check, notification & feedback collection.

Weekly HLR consistency check.

Identify the new areas of quality check.

Daily payment reconciliation of post paid numbers.

Monthly Finance report generation as required by SOA404 act.

A total of around 150,000 USD revenue saved by reconciliation.

ACHIEVEMENT:

• DWH re-design/re-engineering for CS 4.0 (Grameenphone - a Telenor ASA) & CS 5.0 (Korektel – and Orange ASA) migration project.

• Combine Billing System (same system for both POST-PAID & PRE-PAID subscriber) & Billing system migration BSCS VI to BSCS IX R2 and BSCS IX R2 to CBIO.

• Project manager for full automated and SMS based controlled ETL initiation in Grameenphone Ltd. in 2010.

• Project manager for DWH Process re-engineering in Grameenphone Ltd. in 2010.

• Project lead for BI Analytics implementation in Grameenphone Ltd. in 2010.

• Project manager for DWH Logic Review in Grameenphone Ltd. in 2009.

• Project manager for Automated QC of subscriber profile in Grameenphone Ltd in 2007.

• Project lead for interim bar unbar during BSCS migration in Grameenphone Ltd. in 2007.

• Test designer & Project Member BSCS iX implementation team in 2007 for Grameenphone Bangladesh

• Fixed two charging nodes system fraud.

• 3 frauds detected by subscriber account validity check- in terms of money around 15,000 USD.

• Established Automated QC for post-paid subscriber billing, OCC, invoice & service. (On 2007).

• Launched control for prepaid subscriber balance check. (On 2007).

• A total of around 150,000 USD revenue saved by reconciliation.

• Employer of the Month Dec 2005, Mar 2006,Jun 2006, Oct 2008.

EDUCATION

• 2005 Shah-jalal University of Science & Technology, Sylhet, Bangladesh.

B.Sc. engineering in Computer Science & Engineering

• 1998 Dhaka City College, Dhaka, Bangladesh.

Higher Secondary Certificate Examination

• 1996 Palong Tulashar G.D. Govt. High School, Shariatpur, Bangladesh.

Secondary School Certificate Examination

OPERATIONAL KNOWLEDGE:

• Telecom new technology implementation expert

• Oracle Warehouse Builder 10g R2 Design, Installation, Deployment, Backup, Administration.

• Oracle database design, development & deployment 10gR2, 11gR1 & 11gR2.

• Expert in ETL data Model design.

• Expert in Data Mart design, Data modeling

• Expert in Data Quality Check.

• Expert in Dashboard design in OBIEE 10g and 11g and Report development in Discoverer Desktop.

• Expert in report Crystal Report.

• Excellent exposure on RDBMS Concepts & business analysis.

• SQL Plus, Toad, PL/SQL Developer.

PROFESSIONAL TRAININGS

• OWB Administration

Organization: Oracle University.

• Advance PL/SQL training

Organization: Oracle University.

• Oracle Database Administration

Organization: Oracle University.

• Leadership Skill

Organization: British Council Bangladesh Ltd.

COMPUTER SKILLS

• Oracle 10g R2, 11g R1 & 11g R2 installation, design & Administration in UNIX, LINUX &Windows.

• OBIEE 10g & 11g R1 installation, design & Administration in UNIX, LINUX &Windows.

• Crystal report design & administration.

• Experience of working in C, C++, Oracle, MS Access & Java Environment

• Familiar with Windows 2003 advance server, 2000 server, 98, NT, ME, XP & DOS,Unix, Solaris & LINUX Redhat.

• Conversant with Microsoft office operation i.e. MS word, MS excel, MS-Power point, Microsoft Visio, Microsoft Project.

• Microsoft SQL server 2000, 2005 & 2008.

ORGANIZATION AFFILIATIONS

• Founder member, Convenor & Join secretary, Nongar, a musical club in Shahjalal Univerity of Science & Technology.

• Organizing Scretary, Shikor, a cultural organization in Shahjalal University of science & technology 2001-2002 session.

• Member Liaso Committee , CSE fair -2001.

• Member of Bangladesh Parliament Election Monitoring Team of Fema ‘ 2001.

• Class captain from 1989 to 1995.

REFERENCE:

1. Mr. Muzahid Bin Mizan,

General Manager,

Head of BI,

Commercial Division,

Robi Axiata

Dhaka Bangladesh.

Cell:+880**********

E-mail: *******.*****@****.***.**

2. Mohammad Rezaur Rahman ,

Project Manager,

Tacknotre,

Dubai, UAE.

E-mail: ********@*****.***

3. Shamsuddin Ahmed Litu

Deputy General Manager,

Grameenphone IT Ltd.

Dhaka, Bangladesh.

Cell:+880**********

E-mail: ****@****.***

Contact this candidate