Junaid Bilal

  Mobile: 0750 628 0450

116 Wooldridge Close, Feltham

Middlesex, London TW14 8BH

[email protected]

Experience Summary          

More than 8 years of experience in the IT Industry.

 

Ø      2+ years of experience in Contact Centre Solution Design

With the product line of ASPECT, Witness, CISCO, AVAYA, Altitude and others #

 

Ø      3+ years of experience in 1^st and 2^nd line of Support 

Against IVR, CTI, ACD, TTS, Unified Communication Systems, Workforce Management, workflow/call routing, web servers, Databases , Reporting and respective networking .

 

Ø      3+ years of experience in Installation / Upgrade and configuration of

Unified Contact Centre solution, IVR, CTI, ACD, workflow/call routing, web servers, Databases, Reporting and respective networking

 

Ø      4+ years of experience in Software development and integration

o        Component based development using C++, Visual Studio .Net, C#, VB, Sockets, ATL/COM/COM+, WINDOWS DNA.

o        Web-based (n-tier) architecture Expert in ADO with ASP and IIS/MTS

o        Worked with world class database Oracle (SQL plus, stored procedures), MSSQL Server (TSQL, stored Procedures), MS Access, Sybase

o        On operating Systems Windows XP/NT/2000/2003, Unix

 

Ø      4+ years of experience in Technical Lead and Operations

 

 

TRAININGS

ASPECT Unified Contact Center Portal  ASPECT Singapore (December 2006)

Ø        ASPECT EnsemblePro Installation and Configuration

Ø        ASPECT EnsemblePro Contact Flow Scripting Essentials

Ø        ASPECT EnsemblePro Historical Reporting Essentials

 

ASPECT eWorkforce Management  ASPECT United Kingdom (April 2005)

Ø        ASPECT eWorkforce Management Core Features & Functionality

Ø        ASPECT eWorkforce Management Real-Time Adherence & Agent Productivity

 

ASPECT Call Center ACD  ASPECT United Kingdom (January 2003)

Ø        ASPECT Advance Call Routing

Ø        ASPECT Enterprise Contact Server Installation & Configuration

Ø        ASPECT Call Center Management

 

AVAYA IVR  Avaya Bahrain (October 2002)

Ø    AVAYA IVR Development

Ø    Definity ECS Administration Basics

 

Altitude Unified eCRM  Altitude Middle East (August 2001)

Ø        Altitudee eCRM Administration

Ø        Altitude Agent Script development

 

Employment History

Moammar Information Systems Co. Solution Design/ Technical Architect/ Deployment Lead	August 2006 – February 2008
ARAMCO On Site Specialist (Installation, configuration, upgrades and support)	November 2003 – August 2006
Datels International as Lead Software Engineer (Integration Engineer)	April  2001 – August 2003
Diyatech  as Application Developer	February 2000 - April  2001

 

Education

Master Degree in Computer Sciences (Major in Software Engineering, February 2000)

Quaid-i-Azam University, Islamabad

PROJECT DETAILS

Moammar Information Systems Co.

Knowledge Base System

Title/Role: - Business Analyst & Developer

Tool & Technology: - Visual C#, MS SQL Server. ADO.Net,

Description: - Design and Developed Knowledge base system for the internal use of the company. Lead the project from start till end. Design the complete architecture, implementation and QA

Desktop Telephony Integration/Softphone

Title/Role: - Business Analyst & Developer

Tool & Technology: - Visual Basic, BMC Remedy, ASPECT EnsemblePro (Unified Solution), Oracle

Description: - Developed integration layer between Agent’s Softphone and Remedy ticketing system. It involved the getting user data from the ACD/IVR and forwards it to the remedy and submits for the appropriate query in the database so that agent can have the required data display on its screen.

Office logging & Attendance System

Title/Role: - Business Analyst & Developer

Tool & Technology: - Visual C#, MS SQL Server. ADO.Net, Crystal reports

Description: - Design and Developed logging system that takes manual inputs, finger scanning, card scaning and PC logon. Software provides the historical reports and real time reports as scrolling ticker.

SEC - User Service Desk

Designed and Deployment of the complete contact centre solution with the ASPECT EnsemblePro used as IVR and ACD for central location where as for all agents site CISCO call manager was used to forwards the call and to handle the voice communications

Real-time Text-to-Speech Integration/TTS IVR

Title/Role: - Business Analyst & Developer

Tool & Technology: - Visual C++, MFC, SQL Server, ADO, Winsock, TTS SDK

Description: - Development of a socket server with the ability to talk with customer speech database. The client was integrated in the call flow so that on each call IVR can request the appropriate speech file form the TTS at runtime

Eastern Province e-Governance

Ø      Designed and planed activates to deploy IVR solution and TTS.

Ø      Lead the installation, configuration and integration of ASPECT EnsemblePro IVR  for e-Governance project

ARAMCO

Installation, Configuration and upgrades

Ø      Deployment of Interactive Voice System (IVR) (March - April 2007)

Ø      Upgrade of ASPECT ACD  (Feb 2007)

Ø      Installation of Workforce management system (Oct – Nov 2006 )

Ø      Deployment of CTI Servers (March – April 2004)

Contact Center Deployment (On-site Specialist) (November 2003- Aug 2006)

On-site specialist to support their Global IT Customer Care Center and SAP Help Desk. That includes the creation, deployment and 24/7 support of new services which consists of following server infrastructure

Ø      Workforce Management servers

Ø      Remote site extension telephone units

Ø      IVR Servers

Ø      CTI servers

Ø      ACD

Ø      Reporting

Datels International

Softphone for CRM (Dec – March 2003)

Title/Role: - Business Analyst & Developer

Tool & Technology: - Visual C++ 6.0, MFC, TAPI,  

Description: - Development of customized CTI Server for AVAYA Definity and ECS for Shahheen PAF

Softphone for CRM (June- Sept 2002)

Description: - Development of softphone using Siemens Hipath PBX APIs and its integration of customer CRM s

 

SHELL IT International Call Center Customization (Jan - May 2002)

Title/Role : - Business Analyst & Project Lead

Tool & Technology: - Visual C++ 6.0, MFC, ADO, Oracle 8i

Description: - Development of real time Call Center monitoring Wallboard that provides the information, status and other important stuff related to voice calls

 

Tool & Technology: - Visual Basic 6.0, ADO, Oracle 8i

Description: - Customization of Mail Client for call center agent’s GUI to integrate with call Center Customers Database as interactive address book. It involved the development of win32 Dlls.

 

Call Center Customization for Batelco Jeraisy Limited (Nov - Dec 2002)

Title/Role : - Project Lead

Tool & Technology: - Oracle, Tcl, HTML, and Java Script

Description: - Customization of Altitude eCRM agent’s Desktop for distributed databases and its integration with the legacy system of Batelco-Jerecy .

 

Agent Desktop Development for Zajoul Communications Sept- Oct 2001)

Title/Role : - Project Lead

Development of customized Agent screen popup for Altitude eCRM.

 

PAF Command & Control Automation (April -Aug 2001)

Title/Role : - Business Analyst

Tool & Technology: - Rational Rose, MS Office, MS Project

Description: - Work on the planning, analysis and modeling phases.

Diyatech for details of the following projects please visit http://diyatech.com/clients.htm

AllParking Dec-March 2001

Title/Role : - Lead Software Engineer

Tool & Technology: - IE 4.01+, Netscape 4.x, HTML, JavaScript, IIS 5.0, ASP, COM, MTS components, ADO, MS SQL Server 7.0

Description: - Lead the team of 5 engineers to develop the website as per customers requirement http://diyatech.com/clients.htm

 

iSmart Dec 2001

Title/Role: - Sr. Software Engineer

Tool & Technology: - DHTML, JavaScript, IE 5.0 , ASP, COM, MTS components, XML, ADO, Oracle 8i, Java

Description: - Development middle tier components that handle all the data transactions. System was developed for Providian Financial USA.

 

AdExchange July-Nov 2001

Title/Role: - Sr. Software Engineer

Tool & Technology: - Weblogic 5.1, Oracle 8i, Visual Café 3.0, MS Visual Source Safe, Java 2 Platform, Enterprise Edition (J2EE)

Description: - Development of transaction oriented middle tier and management of source code process. System was developed for Computer Science Corporation USA.

 

Smart Charity April-June 2001

Title/Role: - Software Engineer

Tool & Technology: - Visual Basic 6.0, ERWin, Oracle 8 , ADO

Description: - responsible of bug tracking, fixing and source code maintenance. The project was done for Charitableway

Publication

No Call Center without EAI

Published an article at Contact Center World and IT Toolbox (http://ittoolbox.com) in their April 2005 editions.

Ø      http://www.contactcenterworld.com/static/ar/ar_{EA9676E5-07F7-4856-9DD3-6A2CD7D326E2}.asp

Ø      http://crm.ittoolbox.com/documents/document.asp?i=4411

Skills

Contact Centre ASPECT ACD ASPECT DCP/ Ensemble Pro ASPECT Contact Server ASPECT eWFM ASPECT Unified 6x/ Witness 360 Avaya Definity R3 Avaya CONVERSANT IVR Avaya Voice@Work Avaya CMS Altitude CRM/Siemens HiPath PBX

Software Development Visual C# Visual Basic Visual C++ 6 Oracle MS Sql Server Sybase XML Spy 3.0 ERWin Symantec Visual Café 3.0 TOAD Data Analysis

MS Visual Source Safe ASP HTML Java Script ADO MTS Components XML MFC applications Enterprise J2EE Weblogic App Server SSH Secure Shell client