Md Shain Salim

Md. Shain Salim 166, Road# 4 Block# A Bashundhara R/A, Dhaka-1207, Bangladesh 17 Years++ Experience of Data & Customer Experience Analyst | Automation & Data Science Core Freelance Services: • Large Scale Data analysis, reporting, and Visualization • Customer Experience (CX/QoE) analytics and dashboard development • Python-based data analysis, automation, and predictive modeling • Power BI & Tableau dashboards (executive, operational, regulatory) • SQL (MSSQL, MySQL, Oracle) data extraction, validation, and governance • Automation of recurring reports and workflows (Python, UiPath) • Different domain performance, capacity, and audit analytics. Technical Skills • Programming: Python, PHP, JavaScript, HTML, CSS • Databases: MSSQL, MySQL, Oracle • Visualization: Power BI, Tableau • Automation: Python scripting, UiPath • Analytics: Predictive modeling, forecasting, regression, KPI/KQI frameworks • Domains: Telecom CX/QoE, Network Performance, Regulatory Reporting ROBI Axiata Ltd: Senior General Manager, Customer Experience Assurance, Jan-23 till now • Define QoE strategy and network performance baselines aligned with business objectives. • Lead and build a high-performing CX analytics team covering RAN, Core, Backhaul, IMS, IGW, ICX, CDN, MPLS/DWDM, NTTN. • Act as SPOC to present customer impact insights through KPI/KQI analytics to senior management. • Architect Experience Assurance dashboards integrating QoE and network performance. • Re-engineer customer complaint processes using digital tools and analytics, reducing MTTR and TAT. • Deliver 360° customer experience insights from telco systems and social platforms. • Lead CX-driven programs to mitigate network issues and improve service quality. • Correlate device performance with network KPIs to isolate in-band vs out-of-band issues. • Drive “Automation First” culture and evaluate CX-focused tools and features. • Optimize network asset utilization (electronics, licenses, bandwidth, leased lines). • Support regulatory studies and BTRC requirements; govern QoE via streamlined SLAs. Wipro IT Bangladesh Ltd: Senior Project Engineer, Duration: Oct-21 to Dec-23 • Developed automation, scripts, ML models, dashboards, and data pipelines for KPI/KQI analytics. • SPOC for report integrity, customer impact analysis, and stakeholder communication. • Built assurance dashboards and automated 90+ recurring management & regulatory reports. • Conducted periodic network audits to enhance service quality. • Supported BTRC, ICX, IGW, IIG stakeholders and regulatory reporting. • Defined SLAs, data quality, and governance standards across technology teams. • Applied predictive analytics for performance forecasting and network planning. • Delivered 360° customer experience insights using network, SQMS, and social data. Grameenphone Ltd: Sr. Lead Engineer (RF Planning, Strategy & Performance), Duration: May-16 to Oct-21 • QoS Management of Voice, Data, and Digital Services - driving stakeholder for improvement. • Vendor Service Acceptance: Guideline preparation, Target KPI fixation & E2E process development. • Service benchmark guideline formulation, data analysis and improvement drive. • Network & Service value chain audit with Network KPI & KQI evaluation and recommendations • New technology/Service KPI incorporation & performance management. • All technology reports generated for Management, Group, Working Layer & Regulatory Body Senior Lead Engineer (Service Assurance) Duration: Jun-14 to May-16 • Generate & circulate all technology reports for both internal & external stakeholders. • Drive constructive analysis to solve network problems & ensure the best KPIs of voice & Data network. • Provide insight and make value-added contributions toward the improvement of methodologies & processes. • Identify valuable data sources that are relevant for analytics to enhance customer experience. • Drive exploratory data analysis to formulate hypothesis to feed necessary decisions to improve network quality. • Develop optimization methods and apply them to get the best result. • It is the action of making the best or most effective use of a resource/data among all feasible alternatives. • Disseminate information using data visualization techniques. • Create meaningful data visualizations that communicate findings for customer experience improvement. • Impact & Pre-post analysis for any change in Data, Radio, Core and Transmission network. Lead Engineer (Central Operation): Duration: Jun-12 to Jun-14 • Generate & circulate all technology reports for both internal & external stakeholders. • Drive constructive analysis to solve network problems & ensure the best KPI in telecom industry. • Drive exploratory data analysis to formulate hypothesis to feed necessary decisions to improve network quality. • Disseminate information using data visualization techniques. • Create meaningful data visualizations that drive improvement initiative. • Develop processes and apply methods for conclusions about network KPI statistics to solve network problems. Sr. System Engineer (Central Operation) Duration: Jun-10 to Jun-12 • All domains report generation for management & Regulatory body. • Process & script development for smooth operational activities & reporting of RAN, Core, Transmission & Service Node on a regular basis. • Manage internal team and find out the gap within internal team, Process development & SLA improvement. • Ensure management notification & reporting on fault incidents, disaster and planned work management. • Root cause analysis for performance degraded issues of RAN, CS & PS Core, ICX, IGW, MPLS/DWDM Backbone, IIGs node. System Engineer (Core & Service maintenance) Duration: Aug-07 to Jun-10 • Root cause analysis for degraded performance issues of Radio, Core, IN, VAS & Transmission network. • Report generation of Core, RAN, IN, VAS & Transmission node. • Both data & voice roaming problem analysis & find out solution and support to external bodies like other operators/ICX/IGW & also Roaming Partner. Professional Achievement & Engagement: Network Benchmarking process automation: Script develop for all type report generation, analysis & visualization-Achieved Divisional Award in GP SQMS – Customer experience analyzer: Key member to develop/logic for report generation modality & ensure performance report of Data, Voice & OTT - Achieved Q-Award in GP HP-NMS- Network Management Systems: Key member to develop logic to alarm generation & correlation of RAN & Core - Achieved Divisional Award in GP IMS (Volte Project): Key member to develop report generation modality & ensure performance report of IMS domain -Achieved Q-Award in GP Project Blue-Speed: Worked as a Key member of Blue-Speed Project for LTE Integration in Grameenphone and led the performance and acceptance parts of the project. LTE Inter-Operability-Tests vs UMTS Performance Comparison | Basic Feature Package & Optimum Coverage Management | 2G Spectrum Re-farm Service Acceptance | 2G Modernization Service Acceptance | New LTE Integration Service Acceptance Audit Activities: RAN Parameter Audit- Achieved Q-award | BCCH, LAC, PSC, CS & PS Network audit | Half yearly 3G Capacity Audit. | Half yearly 4G Capacity Audit. Report Automation: 92+ Report automation for Management, Working Layer & Regulatory Body. Throughput Efficiency Model: As co SPOC of GP for Telenor P&Q forum, devised a unified model from regression analysis of raw data of different Business Units (BUs) to measure OSS Throughput Efficiency of Telenor BUs Product KPI Definition: Define the KPIs to represent the product definitions in collaboration with customer experience, commercial & Company Strategy Divisions. Introduction of Network NPS: Pioneered the N-NPS introduction in GP, with end-to-end Model development, Server dimensions, Questionnaire selection, Reporting, OSS KPI correlation and improvement initiative were the activities under N-NPS. Introduction of Service Benchmarking: Lead the launch of Service Benchmarking (Delay & Buffer KQIs for Facebook, YouTube, Web browsing etc.) in Bangladesh using NEMO BM tool. Strategic Pillar (Best Voice & Data Network): Responsible to drive Technology Stakeholders for achieving Strategic Pillar targets, Listing the KPIs, Target Fixation, Activity calendar preparation and improvement initiatives are the major activities. Key Automations: • With PHP and associated programming languages, developed 'Analytical KPI Dashboards' with more than 600+ KPIs both for Management and working layer. • NEMO Benchmarking tool automation. Radio Parameter audit (RF Parameter, BCCH, LAC, PSC, CS & PS core Network Audit). • Radio Parameter (Cell, BTS & BSC level) parsing. Predicting uses pattern model for VVIP & Platinum based on user behavior. • Prediction model for traffic & revenue of future sites/cells. • AI & Script on EDW for data uses analysis of VVIP, Platinum & Gold users. • GP Radio Network Daily Outage Report automation, • 2G,3G & 4G Coverage MAP automation. GP MSISDN Location tracer | IBS, VIP & High Revenue site monitoring web. • Radio Network fault handler | Radio alarm management. Roaming SIM management tool. • Developing advanced analytical personalization use-case and ML model to uplift ARPU. • Predicting customer churn propensity based on their telco behavior. Received Q-Awards and divisional award for this automation. AI/ML based detection of Poor Performing Cells: With python and OSS data, AI/ML based smart detection are enabled for low performing cells. Detected Cells are nurtured granularly through by own-developed Web-based tool. Lead TFO -Touch free Operation project from RAN & Core: Pioneered the RAN & Core TFO deliveries. UiPath Studio was the major platform for TF. We delivered 12 major processes to be done by Robots. Crowd Source KPI Dashboard: Establish as the key expert for Crowd-source data (Tutela & FNI) and developed GP Specific customizable dashboard for KPI trends & Geographical analysis, along with competitors’ movements. ACADEMIC BACKGROUND: B.Sc. in Electrical and Electronic Engineering Year of Passing :2006 Institution : Rajshahi University of Engineering and Technology.