Amina Kazmi

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.
• Monitored project performance to identify areas of improvement and make adjustments.
• Track and monitor the status of the project, and escalate or act whenever necessary.
• Involve and participate in QBR, and SLR.
• Project history creation and cost optimization.
• External resource times, approval, and recharges.
• Attend client meetings, assist with the determination of project requirements, and understand business requirements and gathering.
• Maintain the Change Request log, and govern all the transition points.
• Compile and communicate the status of the project to stakeholders.
• Onboarding and offboarding the resources (internal or external) from the project and making sure all the required compliance training is adhered to as per customer and company requirements.
• Understanding business requirements, and gathering and coordinating in project development and implementation.

• Providing support to customer stakeholders across business units in order to ensure we deliver business outcomes with the best customer and delivery experience, resulting in customer retention and new leads/opportunities.
• Responsible for the seamless transition of service delivery from onboarding to the managed service BAU phase.
• Conducting onboarding sessions with customer stakeholders, providing insight on SoftwareONE service scope, support process, escalations management, service success manager role and focus, tools overview, and demo, etc.
• Conducting business reviews with customer stakeholders, providing insight on SoftwareONE service usage and performance, opportunities for optimization, relevant developments in business, and new features or capabilities released within the supported areas, which could enable a goal within the customer's business.
• Providing escalation management for managed service-related escalations, and keeping your customer up-to-date on resolution progress.
• Monitor and report Customer Satisfaction (CSAT), business outcomes, SLAs/KPIs, and, if needed, initiate and monitor Service Improvement Plans (SIPs) initiated within the Service Organization.
• Responsible for driving and accelerating the adoption of our services by advising customers on best practices for using SoftwareONE and/or partner solutions, and aligning with Sales and Solution Sales on upcoming up- or cross-selling opportunities accordingly.
• Mentoring team members and assisting them with their professional development.
• Understanding the information available from other SoftwareONE service lines to provide input to account business plans to position SoftwareONE services and solutions.
• Possess a detailed understanding of the end-to-end onboarding process for SoftwareONE Managed Services customers.

• Designed, migrated, and implemented complex Azure solutions, including on-premises to Azure migrations, cross-cloud (AWS to Azure), and hybrid connectivity.
• Led multiple POCs, VM provisioning, network setup, and security configurations via PowerShell and ARM Templates.
• Managed Active Directory integration, backup, and DR, and site recovery with deep expertise in Azure services.

• Verified and processed new and updated banking details for American Express merchant accounts.
  
• Conducted detailed validation of bank account information, ownership details, and settlement instructions prior to activation.
  
• Performed risk and fraud checks on banking change requests to identify unauthorized updates, account takeover risks, and data inconsistencies.
  
• Coordinated with internal risk, compliance, and onboarding teams, as well as external partner banks, to resolve discrepancies within defined SLAs.
  • Updated merchant records in internal systems, ensuring adherence to AMEX risk controls, regulatory standards, and audit requirements.
  
• Followed strict control procedures and documentation standards, maintaining data accuracy and audit readiness.

Handled escalated FAA-related customer complaints, analyzed cases against aviation and company policies, and provided accurate resolutions to ensure compliance and customer satisfaction.

• Administered RSA Secure ID, Citrix servers, user account management, and troubleshooting.
• Automated deployments are coordinated closely with onsite project managers for seamless delivery.
• Provided DevOps support, maintained SLAs, and mentored junior team members to ensure process efficiency.