FAIROUZ CHELAGHMA
Jersey City,NJ
Summary
Results-driven professional with strong background in application management. Proven ability to streamline processes and improve system efficiency. Recognized for collaborative teamwork and adaptability in dynamic environments. Known for expertise in system integration and project management.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Enterprise Application Manager (AVP)
National Bank of Pakistan
09.2021 - Current
- Leading all business application management and actively participating on the IT committee, providing strategic oversight and collaborating closely with the Head of IT.
- Managing the full project life cycle for application implementations and process improvements, which has led to a 20% increase in deployment efficiency.
- Maintaining up-to-date project plans and documentation, regularly communicating updates to stakeholders to ensure alignment on timelines and milestones.
- Coordinating with senior technologists, analysts, and business users to prioritize projects and allocate resources effectively, ensuring project deadlines are met.
- Implementing proactive communication strategies with clients, developers, and internal teams, which has reduced project-related inquiries by 30%.
- Leading requirements gathering and technical design reviews, improving application performance and reliability, resulting in 99% application uptime.
- Liaising with vendors to ensure timely software updates and favorable contract terms, resulting in a 15% reduction in vendor costs.
- Enhancing operational resilience by organizing annual disaster recovery and business continuity tests and supporting security in vulnerability assessments.
- Reducing downtime through regular system monitoring and timely patches and conducting SITs/UATs to ensure seamless go-lives.
- Developing comprehensive training for end-users, which accelerates adoption of new features and maintains high user satisfaction scores.
IT Analyst
National Bank of Pakistan
05.2019 - 09.2021
- Delivered front office support for the bank's screening and trading systems, managing various FIS products.
- Maintained backup solutions, DELL EMC storage systems, IBM MQ WebSphere, and performed regular server patching and updates.
- Supported bank infrastructure, including computer systems, networks, firewall, and switches.
- Provided Tier 2 support, performing diagnostics and maintenance through ITIL and ITSM/ITBM workflows.
- Developed an interactive dashboard to streamline real-time information access, boosting operational efficiency.
- Supervised Tier 1 support staff, overseeing hiring, training, scheduling, and performance assessment.
- Monitored and optimized hardware and software performance through metrics and KPIs.
- Delivered timely and effective troubleshooting for complex technical issues, ensuring high end-user satisfaction.
IT Help Desk Technician
MSI Net Inc
01.2018 - 04.2019
- Managed clients' Windows servers and Microsoft Exchange, ensuring stability of client backup solutions.
- Delivered technical support for over 3,500 Windows users.
- Monitored system environments for outages or trends during overnight shifts, frequently handling remote access issues.
- Conducted diagnostic, assessment, and administrative work for equipment planning, design, and installation.
- Delivered remote technical support to resolve issues promptly, minimizing the need for onsite interventions.
- Responded to user support requests, guiding them through basic troubleshooting with patience and clarity.
- Enhanced user experience by efficiently resolving hardware and software issues, ensuring smooth operations.
IT Technician
NextGen
04.2016 - 12.2016
- Provided Tier 1 and Tier 2 helpdesk support, efficiently addressing and resolving user inquiries and technical issues.
- Managed and maintained the company’s SQL database to ensure data integrity, security, and optimal performance.
- Maintained and updated the company website, including content management, security updates, and regular performance monitoring.
- Led daily operations of computer networks, ensuring reliable global support for both computer systems and local area networks.
- Delivered primary technical support, conducting thorough diagnostics and assessments to troubleshoot and resolve issues efficiently.
- Administered and monitored hardware and software usage, overseeing devices, printers, e-mail services, and operating systems to maintain smooth operations.
Intern
ESI
01.2015 - 10.2015
- Developed search engine protocol using web services and implemented new tool to enhance enterprise operations.
- Assisted IT supervisor in maintaining confidential data, including passwords, access codes, and personal information.
- Provided computer system support to employees and performed miscellaneous administrative tasks.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
Education
Master of Science - Information Systems
Ecole Nationale Supérieure De L'Informatique
Bachelor of Science - Computer Science
Ecole Nationale Supérieure De L'Informatique
Skills
- Banking Concepts & Core Banking Systems (FIS Horizon, GIFTSOFT GFT)
- Sanctions and AML tools, (Fircosoft Continuity, FCCM, Surety, and FIS Prime)
- IT Project Management & Support (including Project Scope Management & Monitoring)
- Business Analysis & Change Management
- Requirements Gathering & Documentation
- Performance Metrics, Application Monitoring
- Cybersecurity Principles & Best Practices
- Technical Leadership & Team Communication
- Problem-Solving & Multitasking Abilities
- SQL & Oracle Database Management
- PowerShell Scripting & Automation
- Microsoft 365 & Active Directory Administration
- Backup Solutions (DELL IDPA, Barracuda, Commvault)
- IBM Products (Websphere MQ and Liberty)
- Virtualization (VMware)
- Ticketing Systems (Jira, ServiceNow)
Certification
· Blockchain Certification – Massachusetts Institute of Technology Online – 2022
· Java Programming Certification – Cooper Union Albert Nerken School of Engineering, New York, NY – 2018
Languages
Arabic
Native or Bilingual
French
Full Professional
Timeline
Enterprise Application Manager (AVP)
National Bank of Pakistan
09.2021 - Current
IT Analyst
National Bank of Pakistan
05.2019 - 09.2021
IT Help Desk Technician
MSI Net Inc
01.2018 - 04.2019
IT Technician
NextGen
04.2016 - 12.2016
Intern
ESI
01.2015 - 10.2015
· Blockchain Certification – Massachusetts Institute of Technology Online – 2022
· Java Programming Certification – Cooper Union Albert Nerken School of Engineering, New York, NY – 2018
Master of Science - Information Systems
Ecole Nationale Supérieure De L'Informatique
Bachelor of Science - Computer Science
Ecole Nationale Supérieure De L'Informatique
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