JAHANZAIB MUSHTAQ PARRAY

Work History

CIHI

06.2023 - Current

Acting as subject matter expert in AMS and its related applications, develops a strong understanding of their usage by internal and external clients, and their integration to other CIHI products.
Working under the direction of the Team Lead and in collaboration with key partners to prioritize, maintain, and update CIHI products (including product assessments and roadmap).
Developing stakeholder communications, deployment planning, risk identification and mitigation, user guides or product documentation, and status updates.
Overseeing the development and maintenance of a master test plan and test cases that cover quality assurance, integration, user acceptance, and regression testing.
Developing and maintaining collaborative cross-functional partnerships with various internal business stakeholders to identify, analyze, and document business requirements and user acceptance criteria.
Providing troubleshooting support such as client support triage, product development, enhancement, and deployment activities.

SHOMI

05.2022 - 06.2023

Acted as subject matter expert in AMS/CRM and its related applications, developed a strong understanding of their usage by internal and external clients, and their integration to other products.
Worked under the direction of the Team Lead and in collaboration with key partners to prioritize, maintain, and update organization products (including product assessments and roadmap).
Developed stakeholder communications, deployment planning, risk identification and mitigation, user guides or product documentation, and status updates.
Oversaw the development and maintenance of a master test plan and test cases that cover quality assurance, integration, user acceptance, and regression testing.
Developed and maintained collaborative cross-functional partnerships with various internal business stakeholders to identify, analyze, and document business requirements and user acceptance criteria.
Provided troubleshooting support such as client support triage, product development, enhancement, and deployment activities.

Teleperformance

01.2021 - 04.2022

Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Tracked computer equipment, peripherals, and network servers via master documentation in Excel. Identified potential sales and cross-selling opportunities and informed supervisor.
Assisted customers in identifying issues and explained solutions to restore service and functionality. Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Walked individuals through basic troubleshooting tasks.
Researched product and issue resolution tactics to address customer concerns.
Documented support interactions for future reference.

MicroMinds Technologies

12.2017 - 03.2019

Collaborated with clients and stakeholders to gather and document business requirements, translating them into functional specifications for IT systems.
Conducted detailed analysis of existing business processes and identified areas for improvement, recommending solutions to enhance efficiency and effectiveness.
Developed comprehensive documentation, including use cases, process flows, data models, and user stories to support the development and implementation of software solutions.
Facilitated communication between technical teams and business stakeholders, ensuring clear understanding and alignment on project goals and deliverables.
Assisted in the testing and quality assurance phases, including the creation of test plans and cases, and supported user acceptance testing (UAT) to validate system functionality.
Played a key role in change management activities, preparing training materials and conducting training sessions for end-users to ensure smooth transitions to new systems.
Monitored and reported on project progress, identifying and escalating potential issues or risks to senior management for timely resolution.