Asif Rajan

• Analysing and implementing Contact Center AI utilising my knowledge of AWS platforms including Amazon Connect, Amazon Redshift and my experience of multi-channel contact center environment, operation.
• Optimising Telstra Faults, Billing and Sales channels for 2000+ agents and more than 300K calls / month.
• Developed comprehensive reports on contact center performance metrics, guiding management in making informed decisions.
• Ensured compliance with data privacy regulations and followed industry data standards, GDPR, and HIPAA, throughout project implementations, maintaining the highest levels of data security and confidentiality.
• Managed cross-functional teams for successful BI project execution, ensuring timely deliverables within budget constraints.
• Conducted thorough risk assessments throughout project lifecycles, proactively addressing potential issues before they escalated into major roadblocks.
• Enhanced data-driven decision-making with the development of accurate and relevant reports and dashboards.
• Implemented Agile project management methodologies to increase efficiency and adaptability throughout the BI life cycle.
• Conducted thorough risk assessments on a regular basis, enabling the team to proactively address potential issues before they escalated.

• Successfully led and managed multiple high-value projects for the APAC region including Australia, New Zealand, South Korea and China.
• Standards and PCI Audit Excellence:

o Successfully represented Afiniti Australia for PCI DSS (Payment Card Industry Data Security Standard) and ISO 27001 audits, ensuring adherence to rigorous security and compliance standards.

o Demonstrated a strong understanding of EMV, ISO 20022, and AS2805 standards, contributing to the seamless integration of payment systems and compliance with industry regulations.

• Regulatory Compliance and Risk Mitigation: Played a pivotal role in ensuring rigorous regulatory compliance within the dynamic consumer data landscape. Demonstrated proficiency in navigating GDPR and HIPAA standards. Skillfully identified, assessed, and mitigated risks, ensuring project continuity and compliance throughout the project lifecycle.
• Transformation of ITSM solution to streamline service management processes, enhancing operational efficiency.
• Spearheaded the deployment of Vormetric database encryption solution to safeguard sensitive data client data, ensuring compliance with regulatory standards and mitigating cybersecurity risks.
• Implementation of IAM and PAM Solution: Orchestrated the deployment of an Identity Access Management (IAM) and Privileged Access Management (PAM) solution leveraging Thycotic Server Enterprise across the organization. This initiative aimed to meet stringent compliance and security criteria set by global clients, ensuring robust access controls and privileged user management throughout the enterprise-wide infrastructure.
• Penetration Testing and setting up of standard practice: Led a pen testing for Afiniti on a client deployment. Assured successful implementation of pen testing outcomes and incorporated the changes in Afiniti standard deployment practice to ensure that all future deployments incorporate the latest standards.
• Cloud Contact Centre Migration: Assisted one of the largest telco in Australia to migrate their on premise contact centre to cloud based NICE InContact.
• Global Contact Centre Management: Worked closely with contact centres in South Korea for migration of their telephony platform to Genesys Cloud. Keeping the deployments with Korean cyber security policies and data privacy standards.
• Project Management Principles: Led cross-functional teams through scope, design, and go-live gates, ensuring project milestones were achieved on time and within budget.
• Project Scoping: Established project scope, success criteria, and KPIs, ensuring alignment with project objectives and stakeholder expectations.
• Project Governance: Implemented project governance and standard operating procedures (SOPs) to streamline project execution and ensure successful outcomes.
• Post Implementation Reviews: Conducted post-project evaluations to identify areas of improvement and implement corrective actions for future endeavors.
• Relationships and Stakeholder Management: Nurtured strong working relationships with internal and external stakeholders, building trust and credibility that facilitated smooth collaboration on shared goals.
• Procurment Management: Negotiated contracts with vendors and suppliers, securing favorable terms for the organization''s benefit.
• High Value Projects: Managed budgets exceeding $10 million while effectively controlling costs through diligent financial oversight.
• Mentoring: Mentored junior project managers and team members to enhance their skills and career growth.
• Cyber Security and Privacy: Ensured compliance with industry regulations, specially data privacy and security policies by staying current on changes in legislation or guidelines relevant to projects scopes.
• Continuous Improvement: Championed continuous improvement initiatives within the team, identifying opportunities for streamlining processes or enhancing skillsets to drive higher levels of performance consistently across projects

• Successfully led and managed multiple high-value projects on Afiniti's flagship account, for the APAC region.
• Led cross-functional teams through scope, design, and go-live gates, ensuring project milestones were achieved on time and within budget.
• Delivered project using hybrid methodologies including Agile and Waterfall.
• Established project scope, success criteria, and KPIs, ensuring alignment with project objectives and stakeholder expectations.
• Implemented project governance and standard operating procedures (SOPs) to streamline project execution and ensure successful outcomes.
• Championed a culture of continuous learning within the team by organizing workshops, knowledge-sharing sessions, and promoting industry certifications among staff members.
• Championed stakeholder engagement initiatives to ensure alignment with project objectives and foster a strong sense of ownership among all team members.
• Wrote, updated and maintained project documentation.
• Devised test plans to validate accuracy of Afiniti projects.

• Managed technical projects from initiation to completion, ensuring adherence to project scope, time, cost, quality, and risk management
• Established effective communication channels with clients, facilitating the exchange of essential information
• Generated project status reports for the Steering Committee, providing visibility into project progress
• Utilized technical expertise in Java programming and API integration point analysis to drive project success
• Managed end-to-end technical projects, overseeing project scope, time, cost, quality, resource allocation, communication, and risk management
• Prepared comprehensive technical documentation, including Technical Artifacts and Standard Operating Procedures
• Fostered strong rapport with business stakeholders, engaging with key users from various organizational levels.

• Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
• Conducted regular performance evaluations to identify areas for improvement and develop targeted action plans for continuous enhancement of IT services.
• Enhanced IT infrastructure security with regular vulnerability assessments and proactive patch management.
• Championed employee training initiatives focused on enhancing technical skills and promoting best practices across the organization.
• Contributed to the successful completion of numerous high-profile projects, including implementation of Oracle EBS, MICROS Restaurant Management System and RetailPro by providing expert guidance on technology strategy, infrastructure design, and implementation best practices.
• Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
• Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
• Spearheaded disaster recovery efforts during critical incidents, restoring systems functionality quickly to minimize downtime and maintain business continuity.
• Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
• Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.

• Improved client satisfaction by implementing innovative technology solutions tailored to their specific needs.
• Optimized network performance through careful monitoring of key metrics coupled with targeted adjustments as needed based on data analysis results.
• Designed user-friendly interfaces that simplified complex tasks while maintaining high levels of functionality across multiple platforms.
• Championed continuous improvement initiatives within the organization, fostering a culture of innovation and excellence in all aspects of technology consulting.
• Reduced system downtime, proactively monitoring and maintaining network infrastructure to ensure optimal performance.
• Developed customized technology strategies for clients to enhance their business performance and productivity.

• Led vendor and local teams to successfully migrate to IP/MPLS backbone for South region enabling 3G services on the telco's mobile network.
• Improved network efficiency by implementing advanced routing protocols and configurations.
• Ensured regulatory compliance by meticulously following industry standards and best practices throughout all stages of development.
• Demonstrated exceptional problem-solving skills through the successful resolution of challenging technical issues, earning the respect of colleagues and clients alike.
• Streamlined workflows by automating repetitive tasks using custom scripts and tools, increasing overall productivity levels.
• Managed relationships with vendors, negotiating contracts and service level agreements that benefited both parties equally while ensuring quality support for internal users at competitive rates.
• Designed scalable solutions to accommodate growing business needs while maintaining optimal network performance levels.

• Resolved complex technical issues through rigorous troubleshooting and root-cause analysis, minimizing downtime and disruptions to business operations.
• Integrated disparate systems for seamless data sharing, streamlining workflows and improving overall organizational efficiency.
• Implemented robust security measures to protect sensitive information from potential threats, safeguarding critical assets and maintaining client trust.
• Managed IT infrastructure upgrades, ensuring minimal impact on daily operations while enhancing overall system capabilities.