Rizwan Akram Khan, Rana

Resume Web Page .

Mr. Rizwan Akram Khan, Rana

Cellular: +966 5004 888 17, +966 515 09 1511

E-mail: [email protected], [email protected]

Office: P.O Box 62660, Riyadh 11595, Kingdom of Saudi Arabia. Tel +966 1455 2299 (ext: 1511)

Experience Summary

My career in telecom spans around 8 years, two of which I spent with Mobilink-GSM (a Motorola + Ericsson network with KSCL-Jupiter & Convergys-Geneva as main billing systems and Ferma for the IN-prepaid). Next four years were working with Ufone-GSM, my first start-up operation, where I learnt and practiced Project Management, went through requirement gathering, implementation, testing and launch (Postpaid & IN-Prepaid i.e. Nortel network supported by Intec Singl.eView convergent billing and customer care/management system). We did several major network and billing upgrades after detailed vendor/supplier tenders and evaluations. I served in the capacity of an Assistant Manager – IT/Billing.

Since 2004, I am working for Public Telecom Company – BravO, my second start-up operation, as the Project Manager/Senior Specialist - Implementation and Operations (CBOSS Convvergent Billing, Mediation and Care system with Motorola iDEN and Nortel GSM network). Postpaid was launched mid last year and SN-Prepaid is currently under pre-implementation.

I aim at effectively utilizing my Project Management & Telecom experience, together with Quality Management & Process Improvement expertise to add value to my job responsibility. I look for maintaining proactive process controls and pursue effective team management. I seek to put my diverse technical and educational background to the right use and sustain a win-win situation with internal customers and suppliers, develop and grow personally and professionally with the organization.

Professional Experience (Recent First)

Public Telecommunication Company Ltd – iDEN*, from September 2004 - to date as Project Manager / Senior Specialist – Billing (Riyadh, KINGDOM OF SAUDI ARABIA)

Responsibilities include:

· Project Management for CBOSS products (customer care, work flow and trouble ticketing, mediation, provisioning, rating & billing, decision support systems) - pre-launch and post-launch operations for iDEN services, GPS, Data, Messaging and Interconnect/GSM services.

· Department Structure Management, Functions Management and Periodic Review Management.

· Team Management, Team Development & Cross Functional Exposure including selection, hiring and training/orientation.

· Process Management – Billing Group, Finance, Sales & Marketing, Customer Care, Credit and IT department.

· Training and Education Program Management for internal customers.

· Documentation Management – Handover, Implementation, Launch & Operations.

· Supervision for the direct functions such as Interconnection, International Roaming, Configuration & Change/ Release Management, Operations and Support, Provisioning/Mediation, Rating & Billing.

· Supervision of pre-implementation and operations of the Provisioning & CDR Mediation system, Internet Products for Customers Care, Trouble Tickets, Dealers system, Analytical & Forecasting system & Operational Reporting system.

· Supervision of Configuration and Change Management, Testing and Acceptance (vendor/own test plans with full reporting of the results and contingency procedures), Error & Exception Management.

· Supervision of Billing Integration with network elements such as Motorola DAP (including HA, MDG & BA for Packet Data, GPS), Nortel MSC, Glenayre Voicemail, SS8 SMSC, DNA MLS & LBS, ESRI-IMS AVL platform, and Motorola NDM.

· Supervision of the Interconnection with Saudi Telecom (Jawal & Hatef), Mobily and rest of the world.

· Liaison and coordination with the Billing vendor CBOSS and Internal Customers.

· CBOSS Contract & License Agreement Review and Evaluation; Change Order/Purchase Order Management.

· Operational Support for “Hajj” customers (Hajj is the holy pilgrimage of the Muslims in Mecca performed every year).

· Ongoing projects such as Prepaid, WiDEN services, Push to Email, Push to Scan, Push to Swipe.

*Public Telecommunication Company Ltd (Brand name: BRAVO) is a BOT (build-operate-transfer) venture of STC (Saudi Telecom Company) for the Motorola iDEN/dispatch or so called PTT (Push to Talk) services, as well as Nortel Telephony services. Other services include GPS, Data, Messaging and International Roaming. The company launched on 5th July 2005 and issued its first bill on 1st August 2005.. The first years target is 100k subscribers.

Achievements on this job:

· Defined the department structure and hired personnel

· Defined the Billing and Customer Care functions and responsibilities

· Negotiated the contracts with the billing vendor and interconnect partner

· Defined Interconnection And International Roaming functions

· Designed the Customer Initialization process

· Designed the structure of the Customer Care and Call Center

· Designed the Billing & Post Billing processes

· Designed the Unbilled Credit Control policy

· Designed proposal for Pre-Paid product offering

· Developed a small database for HR for record keeping and reporting

· Developed Migration Plan for Soft Launch/Test customers into Production

· Maintained a Launch Critical Task Progress Register

· Designed the Customer Bill

· Designed the customer notification templates

· Defined interface and format for Bank File Upload/Download

· Defined Billing System configuration or so called Technologies (how to do what)

· Supervised SR13 network upgrade (Motorola)

· Supervised migration to the latest system release (4.0.02 à 4.0.16)

PTML Ufone – GSM**, from July 2000 - to August 2004 as Assistant Manager IT - Billing & Quality Management Systems (Islamabad, PAKISTAN)

Responsibilities include:

· System operations, administration, configuration, and parameter maintenance of the Singl.eView Convergent Prepaid/Postpaid Billing and Customer Care System (Singl.eView CB, CM) by Intec. It includes workflow management, trouble ticket, customer analysis and pre-sales.

· Project & Team Management for Billing department - prior to the launch of the company and into operations; time and resource management; risk and opportunity management.

· Establishing an maintaining an ISO-9001:2000 quality assurance system, imparting trainings, internal quality auditing, maintaining KPI’s to measure team productivity and performance, revising objectives with the help of reports and analysis, adopting corrective & preventive measures and contingency planning technique.

· Developing, configuring and implementing interface testing, integration testing, user acceptance testing & documenting the following:

o Customer & Person types testing

o Payments & adjustments testing

o Account history i.e. billed/unbilled and usage detail testing

o Product assignment and provisioning testing postpaid, prepaid, GPRS, VPN

o Service & parameter/list definition and provisioning testing i.e. postpaid, prepaid, GPRS, VPN

o Handsets plan, additional services (Alternate Line Service, WAP) charge testing

o VAS definition and configuration testing

o Call scenario creation, rating and validation testing

o Bill cycle testing; effective tariffs

o Charging principles application and invoice generation testing

o Invoice printing and packing testing

o Sales commission testing

o Customer queries and workforce testing

o International roaming (TAPIN/TAPOUT) testing

o Interconnect (CPP) testing

o Tax statement and customer letter testing

o Equipment change and upload testing (msisdn/sim)

o Intec Singl.eView Schedules/reports parameter and output testing and configuration

o Security testing and configuration (users)

o GL Code and Currency testing

o Definition testing of tariffs (tariffs, variables, functions, DA), products (products and facilities), printing (devices, formats), configuration data (reference types, provisioning items, icons, entity validations)

o credit management testing

o Single Screen Activation testing

o Sale of equipment/items testing

o interface testing (on-line/off-line) i.e. HLR, SMI, VMS, TAP, SUN Accounts, Fraud Management System, IVR, Data Warehouse, Human Resource System, GBMD, CFG etc

· Developing own Acceptance Test Plans to cover all and/or missed system functionality in the vendor UATPs

· Managing release testing and client rollout management, deployment, migration from legacy systems to new system, and DDR testing

· Preparing & following up on contractual documents like RFP (request for proposal), AFS (applied functional specifications) and SOC (statement of compliance) and vendor bids

· Managing TADIG and TAP related activities on international roaming.

· Liaison with prime contractor Nortel & billing vendor ADC about issues through conference calls/ meetings and managing internal customer requirements during specification studies.

· Managing and reconciling Error Log Registers with ADC, Nortel and NCR for LIVE, TEST and TRAINING environment.

· Providing support to internal customers (finance, customer care, credit, marketing, sales, HR and some external agencies) at majors cities during the service launch phase.

· Helping marketing department with devising and implementing packages/promotions and offerings/products through business analysis and research reports based on customer feedback. Acting as a translation & feedback medium for Finance related processes in the system.

· Defining billing-stationary specifications, vendor invoices and delivery notes verification procedures, budget for billing department and team development plans.

· Developing multimedia presentation for orientation to Billing processes, for management and external customers.

· Implementation of quality checks on customer invoices using barcodes, OMR marks, spray printing, bill generation & dispatch and remittance processing.

· Maintaining an internal customer feedback channel, devising cross-functional and cross-departmental training programs in collaboration with other departments.

**Ufone, was a government owned PTCL subsidiary recently acquired by Ehtesalat UAE, launched its operations in Jan 2001 and has both prepaid and postpaid subscribers. Their subscriber base is currently around 7 million.

Achievements on this job:

· Part of the Ufone Core/ Start-up team.

· Established the Billing Department’s Functional Structure and Defined its Core Processes.

· Certified Quality Lead Auditor.

· Editor of IT-Newsletter covering Data Warehousing, Systems Ops, Data Networks and Billing.

· Lead Ufone IT-Billing Department as Management Representative (MR), into Certification of ISO-9001:2000 by Bureau Veritas Quality International (UK) - August 11, 2003.

· Developed a parsing tool to display contents of the TAPOUT/TAPIN TAP2 version files.

· Implemented a workaround to provision First Call Activation for Prepaid customers.

· Developed an intranet website for the department (copy: www.geocities.com/rizwuz/Billing/index.html).

· Development and Implementation of new VAS and VoiceMail facilities.

· Author of many job and non-job related documents, presentations and trainings.

· Developed the tests for System User Acceptance, ISO-9000 and Induction to IT department.

· Prepared draft version of the IT-Billing budget for the year 2002-2003.

WorldWerx Technologies (Vroom Tech)***, from May 2000 – July 2000 as Process Improvement Analyst for CMM (Lahore, PAKISTAN) – Contract Position

Responsibilities included:

· Owner of the CMM level 3 implementation

· Internal capability maturity training

· Establishing capability maturity processes

· Maintaining capability maturity documentation

· Maintaining website for capability maturity

· Monitor the performance of the processes.

· Coordination with other department managers.

***WorldWerx Technologies / Vroom Tech, a software development mainly working for US clients.

PMCL Mobilink**** -GSM, from September 1998 – May 20000 as Analyst QA & Audit, Billing (Lahore, PAKISTAN)

Responsibilities included:

· Administering KSCL-JUPITER billing system & maintained its parameters.

· Maintaining Invoice/Bill configuration using KSCL-DOC1 bill formatting application.

· Managing new tasks as projects, and built small software for internal processes where required.

· Training internal customers on customer care and finance related billing functionality.

· Managing a team of 10 individuals in Bill Generation & Distribution section.

· Coordinating with suppliers/vendors for supplies and payments management.

· Reporting and analyzing business revenue from billing’ perspective.

· Managing the front-end application of Voucher system for prepaid ‘Jazz’.

· Management of quality system of billing department, Mobilink-PMCL with ISO-9000:1994 standards certification.

****Mobilink is the largest GSM cellular network in Pakistan. Formerly, a joint company venture with Motorola USA, IWC USA and Saif Telecom Pakistan and presently, an ORASCOM Egypt company. Their subscriber base is currently around 10.5 million.

Achievements on this job:

· Lead Bill Generation & Dispatch section of Billing Department as Representative, into Certification of ISO-9002:1994 by Bureau Veritas Quality International (UK).

· Developed a search tool to find the status of bill/invoice delivery to customer through courier.

· Developed an application to manage payment to stationary supplier and courier service company.

· Developed an intranet website for the department.

· Author of some job related documents, presentations and trainings.

· Department representative for Cultural Activities.

Punjab College of Business Administration & Computer Science, from 1996 - 1998 as Teacher / Lab Assistant

Responsibilities included:

· Assisting professor of Advertising & Promotion with lecture preparation, assignments and student input.

· Working as computer Lab Assistant for 2 semesters.

· Working as President for Media & Seminar Affairs Committee, PCBA-PICS.

Education

Quality Lead Auditor.......... BVQI-Middle East& Asia - Karachi, Pakistan................................................ Feb 2004

Discipline: ISO-9001:2000 QMS

BS (Comp. Sci.).................. Al-Khair University (AJK).................................................................................. Apr 2003

Islamabad, Pakistan

Major: Software Engineering

MBA ..................................... Punjab College of Business Administration (PCBA).................................. Aug 1998

Lahore, Pakistan

Major: Marketing & Promotion

Courses: Strategic/Organizational Management, Mktg. Research, US Law/Govt.,

International Marketing, Business Comm., Economics, Prod. /Ops. Management

Finance, Accounting, MIS, Advertising & Promotion, Statistics, MIS.

BS (Comp. Sci.).................. Punjab Institute of Computer Science (PICS).............................................. Apr 1997

Lahore, Pakistan

Major: Software Engineering

Software: C & C++, Assembly, UNIX, MsAccess, Visual FoxPro, Minitab

Courses: Logic & Design, DBMS, Data Structures, Compiler Construction,

Software Engineering, Computer Architecture, Data Communication & Networks.

Fellow of Science............... DPS School & Intermediate College.............................................................. Aug 1995

Lahore, Pakistan

Major: Engineering

Skills

· Editor & designer of newsletters. Author of number of reports and articles.

· Comfortable with quality management systems such as ISO-9000 and CMM.

· Initiator/organizer of seminars and workshops.

· Good at leading team and managing material resource. Problem solving attitude.

Literary Achievements:

· Case Study report on “iDEN - The New Face of Communication” for University of Central Punjab, Lahore Pakistan (Oct 2005)

· Guest lecture on “Cellular/mobile Communication” at Comsats Computer University, Islamabad, Pakistan (Apr 2004)

· Presentation on “Killer Apps – 3G Mobile” in Ufone, Islamabad, Pakistan (Apr 2004)

· Report on “Information Solution Architects” and “Business Analysis for Informed Solutions” for VP, Digital Processing Systems, Islamabad, Pakistan (June 2003)

· Presentation on “Telecom Services - GSM in Pakiistan” at Corporate IT Forum, Islamabad, Pakistan (Apr 2003)

· Presentation on “GPRS – a new service advantage” in Ufone, Islamabad, Pakistan (Oct 2002)

· Presentation on “ISO-9000 Principles and Implementation” in Ufone, Islamabad, Pakistan (Dec 2001)

· Lecture on “Information/Computer Age & Advertising” in PCBA, Lahore, Pakistan. (Apr 1998)

· Presentation on Rational Unified Process for Cresoft Software Development House, Lahore, Pakistan. (Mar 2000)

· Paper on CMM and Software development in Vroom Tech. Software Development House (formerly WoldWerx Pvt. Ltd.), Lahore, Pakistan. (Apr 2000)

· Moderator of the college Focus Group called “CrossFire” at PCBA and PICS, Lahore, Pakistan

Memberships:

· Corporate IT Forum (CITF), Pakistan.

· Project Management Institute (PVT) Ltd, Islamabad Chapter, Pakistan.

· Alumni Association of College of Computer Science and Business Administration, Lahore, Pakistan

Quarterly technical publications

Personal Interests

Love to work, travel, socialize, sports and try new things (sky diving etc); not afraid to get hands dirty.

Miscellaneous Information

Primary Language: English & Urdu. Some Arabic.

Willing to Relocate: Yes

Willing to Travel: Yes

Position sought: Permanent/ Contract

Availability: 4-6 weeks

Overall experience: 7 years

International travel: Australia, UAE, Jordan, Saudi Arabia

Eligibility to work abroad: Visa/work permit required

Nationality: Pakistani

Date of Birth: 10-Sep-1976

References

Available upon request.

Thank you for visiting.

Home