Adil Javed

Adil Javed Project Manager | Agile Coach | Theatre Enthusiast EXPERIENCE House 259/1, Street 11, Sector 3 Airport Housing Society Islamabad, Pakistan Ph: - Email:- SKILLS ● OneByte LLC, Lahore — Project Manager Dec 2019 - PRESENT ● ● ● Worked as PM and implemented the new version of the application (EPM 4.0) Responsible for requirement management, scope delivery, risk management, product support, client relationship management. Worked as JIRA cloud administration and implemented agile based custom workflow for both product development and operations. Telenor Group, Islamabad — Projects and Systems Specialist Management ● Agile Implementation ● Customer Servicing ● Process Automation Programming Languages /Tools ● JIRA Administration ● ServiceNow Project Management ● ● ● ● Implemented PMO for customer centricity team Trained teams on Agile Frameworks, JIRA usage and effective change management Managed chatbot implementation project for Telenor Pakistan Managed Implementation of Social CRM Process Automations ● ● Managed projects of Robotic Process Automation using UiPath Chatbot Implementation on IBM Watson Conversations Customer Servicing ● ● ● ● ● Provided Customer Support on tools such as Office 365 Suite, Oracle Identity Manager, Viju Video Conferencing, RSA Archer, and Citrix to global customers. Handled customer queries on several live support channels (Call, Chats, Tickets on ServiceNow) Ensured high level of customer satisfaction by managing customer forums at constant frequency. Implemented improved assessment and analytical techniques for service management and further reductions of incidents. Drove enhanced performance figures for IT team and department by improving first call resolution KPI by around 25% for service requests. Tkxel LLC — Operations Executive Standard Process implementation/Improvement ● ● Lead the Implementation of Quality Management System ISO 9001, Information Security Management System ISO 27001, IT Services Management System ISO 20000 Defined and Implemented CMMI Level 2 & Level 3 processes Project Management Office ● Project Coordination and Monitoring while working in Project Management Technical Project Administration ● Office 365 Product Suite ● UiPath ● IBM Watson Conversation ● JavaScript ● OpenStack ● ● ● ● Office Reporting to stakeholders and timely resolution of dependencies Project Level and organizational level risk assessment and mitigation Acted as Scrum Master, trained teams on Agile Project Management Administration of Project Management Tool (JIRA) Projects EONHealth dashboard Development Worked as a project manager for Eonhealth Web Application implementing new features and managing development and testing teams. Chatbot Implementation Project Worked as PM for chatbot implementation on Boost AI solution. Managed timelines, Project risks, Stakeholder and vendor while ensuring effective implementation with coordination with technology team. eSIM Project Worked as Customer Care Division representative for eSIM implementation and ensured customer journeys are not hampered due to eSIM rollout. IT bot Implementation Implemented automated request handling bot using UiPath and Chatbot by ServiceNow to handle account creation requests by customers. This bot handled a workload of 1.5 Full time employees. ServiceNow Chatbot Implementation Worked as a workflow and dialog designer on out of the box chatbot solution by ServiceNow. ServiceNow Knowledge Management Implemented KM for global IT Systems and reduced request count by 20%. Education GIK Institute of Engineering Sciences and Technology, — BS Computer Engineering June 2012 - June 2016