Abrar Ahmed

Description: As a Operations Manager at Goldman Sachs, I played a pivotal role in leading the global Multimedia Operations Control Centre team, which was responsible for supporting live audio and video conferencing meetings using various platforms like AVAYA, Zoom, BlueJeans, Microsoft Teams, CISCO, British Telecom, Kaltura and many more, Catering to VIP users / Executive office members/ Board of directors/ High profile personalities/ Celebrities and managing all multimedia-related infrastructure for the organization.

Key responsibilities included:

Team Leadership: Managing a global team of 100+ Operators and specialists sitting in different countries and collaborating with different teams all over the world.

• Establishing clear roles and responsibilities for team members based on their expertise and experience with different conferencing platforms.
• Foster a collaborative team environment where members can share knowledge, troubleshoot issues, and support each other effectively.
• Conduct regular team meetings to discuss upcoming events, address challenges, and share best practices for managing different conferencing platforms.
• This involved managing recruitment, process training, production support, Process documentation and doing performance appraisals to ensure the team's effectiveness and success.

Recruitment Manager: Responsible for overseeing the entire recruitment process for the team, Taking interviews on daily basis or conducting super day events where hundreds of candidates walk in.

• Developing and implementing strategic recruitment plans aligned with the organization's goals and objectives. This involves analyzing staffing requirements, forecasting future hiring needs, and developing strategies to attract top talent.
• Collaborate with HR and hiring managers to facilitate the onboarding process for new hires, ensuring a seamless transition into the organization.

SLA Management: Established and monitored Service Level Agreements (SLAs), analysed information, and evaluated results to identify the best solutions for resolving issues and improving operational efficiency.

Event Coordination: Managed and coordinated the multimedia requirements for several global VIP events such as Town Hall meetings/ Annual/Quarterly/Earnings meetings/ recruitment events/ Super day events/ fireside chat meetings/ Operator Assisted calls etc.

as we go through that collaborative process we get to troubleshoot and resolve on various real time challenging scenarios and that's always the fun part.

Managing Zoom meetings / Webinars/ Presentations: My role is multifaceted and involves overseeing various aspects of event planning, coordination, and execution to ensure successful and seamless virtual gatherings.

• Pre event planning
• Logistics and Coordination
• Event execution
• Post-Event Follow-Up

Infrastructure Management: Oversaw the installation and management of all multimedia-related infrastructure within Goldman Sachs, ensuring optimal performance and reliability for audio and video conferencing meetings.

Description: Led the team which was dedicated to support global audio and video conference meetings for Goldman Sachs.

My responsibilities encompassed several key areas:

Team Management: Oversaw a team responsible for providing support for audio and video conference meetings conducted globally by Goldman Sachs. This included managing day-to-day activities, assigning tasks, and ensuring team efficiency.

Interviewer : Conducted interviews and super day events for hiring candidates. Primary focus on selecting, and hiring qualified candidates to meet the team's staffing needs and objectives.

Process Training: Conducted training sessions for new employees, ensuring they were equipped with the necessary skills and knowledge to support Goldman Sachs' conference infrastructure effectively.

Performance Appraisals: Conducted performance evaluations for team members, providing feedback and identifying areas for improvement.

Technical Expertise: Demonstrated a keen eye for detail and a proactive approach to problem-solving, ensuring that every conference unfolded seamlessly without disruption or delay.

Multimedia Infrastructure Management: Managed the configuration of multimedia equipment, performed troubleshooting of technical glitches in real-time, and conducted regular maintenance of the multimedia infrastructure to uphold optimal performance.

Description: As a technical lead at Infosys, I was responsible for managing a team that provided support for technical and billing issues faced by customers utilizing services from British Telecom.

Key Responsibilities:

Team Management: Managed a team of professionals tasked with addressing technical and billing concerns of British Telecom customers.

Customer Support: Provided technical assistance and solutions to customers experiencing issues with their services, Handled billing inquiries and resolved discrepancies related to customer invoices, Offered technical expertise and guidance to team members to ensure efficient problem resolution and customer satisfaction.

Collaboration with British Telecom: Worked closely with British Telecom to address escalated issues and improve service delivery.