Mohammad Rubaiyat Haider

• Monitoring Voice Alarms, investigate the root cause and provide solutions of Banking Network (Lloyds Banking Group, Barclays, Rolls Royce). • Analyzing monthly KPI and KCI reports for service improvement. • Process writing and amendment for service improvement. • Testing and evaluating new products in pre pod environment. • Liaising with different teams for service and performance improvement via email, conference calls and face to face conversations.

• Service Improvement for EE. Contributed to develop automated robot system for Loss Migration. • Problem Analysis and Solutions. Save BT business from financial penalties and achieve customer satisfaction. • Broadband Provisioning and Jeopardy Management for B2B and B2C. • Process Writing and Process Improvement. Played a key role by writing provisioning processes and training materials for Business team and work transformation from Provisioning team Manchester to Tech Mahindra, Belfast.

• Broadband Order and Registration failure root cause analysis for EE. • Weekly and Monthly Reports – Blacklist, Order Shrinkage Report, KPI, KCI, etc. • Writing different provisioning processes. • Coordinating three teams based in – Coventry, Manchester and Leeds. • Assisting BCS team based in Darlington for Orange Business Customers

• Using Oracle 10g, MS Access and Excel to produce reports. (Reports – KPIs / Bulk Orphans / VOIP, etc) • Root cause analysis of Provisioning issues (Orders for LLU / IPStream / VOIP / WLR / EUSC) • Assist new colleagues on learning different processes based on knowledge database. • Write up Provisioning Processes for Jeopardy Management. • Liaising with third parties like – Open Reach, Magdalene, BT Whole Sale provisioning, Eco helpdesk, Tags on the line team, etc.

Masters in Computer Science, major was Internet Computing

Bachelor of Science in Computer Science and Engineering