Jesal Chaudhry

Lead, own, Plan and support Optomate Touch (Monkey Software Product for Bupa Optical). Business/ Data Analysis & Reporting - Identify improvement opportunities to adapt with evolving technologies using various tools like ETL, SQL, ServiceNow, Power BI and Optomate Touch Reports

• User Requirement Mapping - Translate Customer Requirements for Internal Development/ Infrastructure Team
• Manage Projects (Version Upgrades, New Feature Requests, Changes and New Implementations)
• Perform regular TVT's & Plan TVT's with the primary Business Stake Holders
• Identify improvement opportunities to adapt with evolving technologies
• Manage Stakeholder/ Customer Expectations - Understand stakeholder/ customer needs along with the business' goals and actively collaborate with the business
• Prioritize Framework
• Change & Vendor Management
• Project & System Documentation
• SQL Server Maintenance & Support 2021, 2023 (access, tables, views, reports, & scripts)
• Power BI Reporting
• Functional Support for various integrations with Optomate Touch
• Communicate and coordinate with application product managers, product owners and other stakeholders to ensure that SLAs are met or exceeded
• Bupa Optical Store Management (support all related optical devices – remotely and onsite)
• Customer Management & Operational Support (Service Now)
• Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
• Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
• Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
• Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
• Owned and prioritized product backlog.
• Collaborated with cross-functional teams to develop high-quality products that met customer needs.

Primary contact for 8 Australian cemetery customers. Role mainly involved being the Technical Business Account Consultant, Business/ Data Analyst, Business Process Improvement champion and Trainer.

• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
• Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends.
• Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
• Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.
• Evaluated clients' needs and created plan of action to provide solutions.
• Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
• Exceeded customer requirements with accurate and deliverable solutions.
• Developed custom solutions based upon clients' strict requirements.
• Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
• Facilitated workshops with clients to identify pain points, establish goals, and define actionable steps towards achieving desired outcomes.
• Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
• Created and managed project plans, timelines and budgets.
• Evaluated customer needs and feedback to drive product and service improvements.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Gave budget suggestions for projects, outlining financial needs, and forecasting.
• Identified key areas in need of improvement and implemented plans to rectify issues.
• Streamlined project management processes, improving efficiency and reducing overall costs.
• Process Mapping
• Change Management
• Project & System Documentation
• SQL Server 2017, 2019, 2021, 2023
• Crystal Reports
• Power BI Reporting
• Functional Support on Custom PMS System Solutions (On Prem, Cloud and AWS Hosted Clients)
• Quotes for various changes/ projects
• Vendor Management
• Operational Support (Tickets – Service Now & JIRA)

• Plan, Implement and Support the implementation of various infrastructure components
• Citrix Workspace
• Exchange 2018
• Teams
• Maintaining and Supporting Windows 2012 Servers
• Setting up & configuring hunt groups and agents
• Call Flow Management
• User Requirement Mapping
• Project Documentation
• Daily IT Operations – Level 2/3 Ticketing Support, Backup, Server Monitoring & Maintenance

• Plan, Implement and Support the implementation of Skype For Business & Microsoft TEAMS System
• Skype for Business Topology Planning
• Managing and Maintaining Skype for Business Multitenant Environment
• Setting up & configuring hunt groups and agents
• Maintaining and Supporting Front End Servers
• Call Flow Management
• Lync Attendant Console – Contact Centre Tool
• User Requirement Mapping
• Data Analysis, Extraction & Management Reporting for Lync/ S4B Customers
• UAT
• Project Management
• Management Reporting – Generating reports from S4B & SQL
• Active Directory Design, Plan and Implementation – Planning & install Active Directory, design tree structure, syncing containers
• ADFS
• SQL Server Maintenance & Support – Database Health, Maintenance and Support
• Exchange 2017 Integration with O365
• Exchange Online – Planning, Implementation & Support
• O365 integration with Skype for business
• Polycom & Yealink handset setup and support
• Support Migration of Skype for Business to Teams
• Handling the logging, management, tracking and resolution of level 2 and 3 on Dynamics 365
• Level 2 / 3 Onsite S4B customer support
• Key Achievements:

• Performed the tasks of the IT Manager in the absence of one from April' 06 to September' 06 (approx
• 6 months)
• Coordinated and Managed Key Stakeholder Expectations – Aligned requirements with
• IT Vendor Management
• Management Reporting
• IT Budgeting/ Forecasting
• Change Management
• DR Planning, Testing and Coordination/ BCP
• Project Lead/ Trainer for the Implementation of Genesys PureCloud – VOIP Solution
• Successfully planned, implemented PureCloud (A Genesys Product) & trained staff across 5 sites
• Project Lead for implementing a centralized print management system
• Toshiba Printers
• Papercut Software
• Project Management - (Small Scale)
• Plan, Implement, Support and Lead the implementation of Sage CRM (CCEMS & Accpac) System
• SQL 2005 & 2008
• User Requirement Mapping
• Data Analysis & Extraction
• UAT
• Crystal Reports
• IT Service Desk Team Leader
• IT Service Desk Reporting Manager
• Monthly Service Desk SLA Reporting
• Handled the Office 365 Implementation and Migration
• Microsoft Exchange 2007/2010/ Hybrid Exchange Server Support
• Azure migration from datacenter
• Upgraded the Printers & Papercut seamlessly after 3 year's (April 2017)
• Support new changes within the IT environment
• Microsoft Exchange 2003, 2007, 2010, 2013, 2016 Server - Installation, Configuration, Maintenance & Support
• Exchange Online
• HP Thin Client Support - Installation, Configuration, Maintenance & Support
• GFI Faxmaker - Installation, Configuration, Maintenance & Support
• Go Fax
• UTBox
• Desktop Support
• VMWare Support
• PBX Support
• NetApp Backup Maintenance
• IT Monitoring Tool (Operations Manager)
• Citrix Metaframe 6.0 Support
• Audio Visual System Support
• Well blended from a sole IT member to a team of six
• Handling the logging, management, tracking and resolution of Service Desk Calls
• Successfully insourced all of IT during the 1st six months
• Novell 5.5 & 6.0 Server Support - Configuration, Maintenance & Support
• LAN Support
• Mail Marshal for SMTP 2000 - Installation, Configuration, Maintenance & Support
• Minesweeper for Web 5 - Installation, Configuration, Maintenance & Support
• Installed a test and production environment during the implementation of the new CRM System
• Citrix Metaframe 4.0 - Installation, Configuration, Maintenance & Support
• Fasxys - Installation, Configuration, Maintenance & Support
• Symantec Backup Exec 10d/ 11d/ 12d - Installation, Configuration, Maintenance & Support
• Windows 2003, 2008, 2012 Server Support (Active Directory, DNS, DHCP) – Installation, Configuration, Maintenance & Support
• Windows Clustering - Configuration, Maintenance & Support
• Lotus Domino Administration 6.53 & 7.0.1 - Installation, Configuration, Maintenance & Support
• MNotes Support - Installation, Configuration, Maintenance & Support
• Sophos Antivirus – Installation, Configuration, Maintenance & Support
• Key Achievements:

• Win2k Administration
• Citrix Metaframe Administration 3.0
• Active Directory
• Exchange 5.5 Administration
• Outlook 95, 97 & 2000
• W2k & XP troubleshooting
• Problem Solving (O/S, Software & Hardware)
• Process Documentation
• Developing a National level IS Support Team from a State level IS Support Team

• SOE Upgrade
• Migrating workstations from WINNT 4.0 to WIN2K & Lotus Notes 4.5 to R5
• Team Leading the support team
• Verifying all the desktops properly configured and performing the assigned tasks
• Lotus Notes R5 client because of problems with Names & Address Book, Archiving, Configuring their local replica's, Templates, Location documents settings between Notes 4.5 and R5, configuring more than one client on the same workstation, explaining users the features of R5
• Win2k o/s related issues e.g
• Printing, blue screens, unable to install some hardware and drivers, etc
• Novell Netware issues e.g
• Unable to connect to the network, drive mappings, login problems, policies not working, etc
• ZENworks problems e.g
• NAL not getting initialized, unable to install applications from NAL, unable to launch certain applications from NAL, etc

• Market Research Personnel
• Quality improvement or User Satisfaction Surveys to Hewlett Packard Customers
• Get a feedback on the various problems faced by them with regards to HP Products & Services

• Systems Support and Administrator
• Supported around 75 machines and 2 Windows NT Server all-alone
• The role involved supporting the entire hardware, software and O/S support

• Got hands on experience in installing, configuration and support for
• Lotus Notes 6
• LAN/WAN architecture – hubs, routers, switches, ISDN, DSL, ADSL
• Lotus SmartSuite Support
• Citrix
• Crystal Reports
• Windows 2k3 Server
• MS Office Support
• Novell NetWare (4.1 & 5.0)
• ZENworks (3.2)
• Arcserve and Backup Exec
• Antivirus (Norton & Mcafee)
• WINS/DNS/DHCP/Protocols/Proxy Servers
• Windows XP
• Hardware Support (Laptop, Desktops & Servers)
• Business Effective Surveys
• Developing & Documenting Processes

• 1st level call support
• Desk side (Technical) support
• Designing and developing Processes and Procedures for the client
• During that period got hands on experience in
• Novell Netware 3.11
• Windows for Workgroups
• Windows 95
• Ms Mail
• MS office &
• FoxPro