Md Heydaitullah

>10+ years of experience in BPO, KPO, Contact Center Technology (CCT) / IT/ITeS and Played various roles like Project Manager-IT, Team Lead, Analyst, and Support Specialist.
>Expertise in IT Infrastructure, Datacenter Technology, and Migration Projects from one platform to another of same/different Technology.
>Co-ordination with internal and/or external stakeholders as a thought leader to align technology solutions with business strategies.
>Communicates with Institute stakeholders, project managers, and other stakeholders to ensure awareness of progress, risks, and results.
>Leads prioritization of IT initiatives based on organization(s) needs/strategy, IT workload and budget.
>Ensures the business need is addressed by the technical solution from a conceptual standpoint.
>Advises on options, risks, costs versus benefits, and impacts on end-user products and services, business processes and system priorities
>Ensures IT solutions support in the organization’s short-term and long-term business goals/strategy and align with IT strategy
>Establish and maintain a strategic relationship with appropriate level key stakeholders
>Provides strategic consultation to business and internal teams and participates in quality reviews and provides feedback sessions.
>Identifies, documents, and monitors key business processes needed to achieve successful business results. Maps and documents processes, Develops framework for process improvement.
>Involves the key players in identifying operating needs, issues and solutions. Proposes technical plans that are aligned with business objectives and technical requirements. Takes and leads actions to enhance business function standards and performance with the participation of business and technical partners.
>Handled multiple projects in different technologies and model.
>Experience in Avaya, ACD, NICE, Verint, Aspect, CTI, Call Routing and Reporting Experience.
>Familiar on various Network concepts and terminologies.
>Expertise in Customer Experience improvement analytics, application consolidation and rationalization.
>Excellent interpersonal skills with ability to develop cohesive working relationships with Internal and External clients.
>Effectively handling major clients with Critical setups. Achieved many appreciations against the deliverables as committed with stringent timelines.
>Efficiently and productively analyzed all the projects undertaken
>Instrumental in Project Management activities.
>Developed specific goals to plan, organize and prioritize work.
>Confidence, diligence and ability to take on challenging roles.