Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
BusinessAnalyst
SANA RAFIQ

SANA RAFIQ

Ghaziabad

Summary

organized approach. Demonstrated performance record of
accomplishing projects on time and under budget over 4-years career.
Experienced 9+ years with strengths in timeline, budget and resource
management. Proactively resolves issues and concerns. Works hard to
build and maintain relationships. Trained professional with ability to
priorities and multitask under pressure. Excels in managing people
and processes. Highly organized with excellent communication skills. Professional manager with significant expertise in overseeing complex projects and ensuring timely delivery. Skilled in strategic planning, budget management, and risk assessment. Strong focus on team collaboration, fostering results-driven environment, and adapting to changing needs. Known for reliability, leadership, and effective communication.

Overview

10
10
years of professional experience
1
1
Certification
1
1
Language

Work History

Project Manager

SITA
02.2022 - Current
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Worked on major projects like SFA, AAI Project, Australia EOL connection, BGAN solution project, SCGO Qatar Airways, Singapore Airlines, SCGO Air India, IndiGo, Biman Bangladesh, Druk Air etc.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Responded to requests for information on materials to inquiring parties.
  • Established rapport and engaged with stakeholders to build lasting professional relationships.
  • Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
  • Wrote technical narratives to document processes and design changes.
  • Maintained database and spreadsheets with accurate inventory and status.
  • Prepared meeting agendas and minutes for distribution and record keeping.
  • Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Developed and implemented project plans and budgets to ensure successful execution.
  • Verified quality of deliverables and conformance to specifications before submitting to clients.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Sourced, vetted and managed vendors needed to accomplish project goals.
  • Monitored project progress, identified risks and took corrective action as needed.

Associate Project Manager

SITA
01.2021 - 01.2022
  • Provided day to day direction to all involved stakeholders and regular project updates to the customer
  • Planned the delivery of the overall program and its activities in accordance with the mission and the goals of the organization through Project planning and other activities
  • Proposed several service improvement plans associated with the improvement of process and Service delivery
  • Preparing monthly dashboard of SFA projects and share with requestor/CSMs
  • Work with customer and other technical teams to define technical problems, determine solutions and assist customers in implementing the fix
  • Strong knowledge of network ordering and service delivery
  • Ability to work under high pressure
  • Facilitating the resolution of all technical and commercial issues to keep projects on schedule
  • Collaborating with Technology Support Teams, Customers, and consultants to determine strategy and plan for system implementations and upgrades
  • Suggesting improvements based on technology, best practices, and/or changing requirements
  • Resource planning & scheduling for planned activities
  • Overseeing projects progression and ensuring they stay on track with defined initiatives
  • Identified, initiated, and executed customer service improvement plans with corrective actions and measures
  • Financial efficiency (PO utilization tracking, resources utilization tracking).
  • Partnered with project team members to identify and quickly address problems.
  • Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
  • Met with manager weekly to provide detailed project report and milestone updates.
  • Produced quality standards, checklists, report templates, and processes.
  • Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.

Escalation Engineer (Delivery Management Expert)

Team lease
10.2020 - 01.2021
  • Work with customer and other technical teams to define technical problems, determine solutions and assist customers in implementing the fix
  • Strong knowledge of network ordering and service delivery
  • Work on Data Center orders, which follow the different protocols, and those are the most critical and high-priority orders
  • Create documentation and post-mortem analyses of escalations
  • Demonstrated excellent customer service experience working with customers in high-stress situations on complex problems
  • Excellent written and verbal communication skills are particularly essential for an Escalation Engineer role
  • Minimize the risk of implementation problems by carrying out regular reviews of the progress of the customer requests and agreed timeframes.

Project Associate

Team lease
01.2018 - 09.2020
  • Take ownership of all exceptions and manage to resolution
  • Responsible for the coordination of the final delivery/migration while ensuring that defined acceptance tests are carried out successfully
  • Quick problem identification and effective mobilization of resources to resolve it
  • Act as a subject matter expert for the service delivery process within the Business Unit
  • Maintain effective operational contact with all 3rd parties and suppliers involved in delivering services and manage mobilization of resources to resolve problems
  • Communicate and distribute data that might be part of operational support, customer billing, and technical configuration data
  • Coordinate, assist, and schedule & chair conference call with all relevant parties and suppliers involved in the delivery of services
  • Escalating serious technical problems to the relevant Teams
  • (GNAC, OBS)
  • Own resolution of incoming issues during the delivery and implementation of the network connection order by following pre-defined escalation paths and given timeframe, and/ or alternatively request for support to SITA business owner
  • Demonstrate effective communication between all stakeholders involved in the delivery of the service
  • Experience of Order Management, Service Transition, Service Delivery, UAT of Service Gateway/SRT/DMR/SNOW
  • 04 years of experience in delivering services/solutions to customers in an IT environment - Experience with validating delivery process and negotiating deliveries to fruition.

Senior Associate

WNS Global Services
05.2016 - 12.2017
  • Being a Single point of contact for customers and requestors the Network connection order is validated
  • Responding to client technical support enquiries via telephone and email regarding the network setup
  • Validate the quality of the input data for the customer request including quality, presence of design and availability of capacity
  • Flag any deficiencies and ensure only compliant requests are processed into orders.

Technical Support Executive

TATA Business Support Services
08.2015 - 05.2016
  • Handling escalations and grievances for superior solution center experience
  • Ensuring continuous interaction with the customer to make sure area of concern is worked upon for improvement of satisfaction level
  • Responding in timely manner to complaint, service requests, alerts and issues
  • Interfacing with various departments, teams for gathering information and resolutions of complaints.

Desktop support executive

Turbo web technology Pvt. Ltd
10.2014 - 08.2015
  • Handle daily technical support activities on desktop support, data network and server management
  • Install and test desktop software applications and internet browsers
  • Test computers to ensure the proper functioning of computer systems.

Education

B.C.A. (Bachelor of Computer Application) - undefined

IGNOU
01-2010

M.B.A (master’s in business administration) - Specialization in IT

Punjab Technical University (P.T.U)
06.2013

CIC (certificate in computing) - Computers

IGNOU
01-2007

Intermediate - Science Education

HGIC
Prayagraj
06.2006

High School Diploma -

HGIC
Prayagraj
05.2004

Skills

  • Ul>
  • Creative Solutions
  • P>Meeting Facilitation
  • P>Project Management
  • P>Project Planning
  • P>Project Scheduling
  • P>Risk Management
  • P>Project Documentation
  • P>Requirements Analysis
  • P>Teamwork and Collaboration

Certification

  • MCP- Microsoft Certified Professional
  • MCSA - Microsoft Certified System Administrator
  • MCTS –Microsoft Certified Technology Specialist: Windows Vista Configuration
  • Foundation of Project Management (Coursera) 2023

Accomplishments

  • Recognized by management for Airport Authority India projects
    delivering outstanding results exceptional quality, and remarkable
    efficiency.
  • Recognized by management for successfully closure of escalation
    project with exceptional problem-solving skills, meticulous attention
    to detail, and effective stakeholder communication.
  • Enhanced Datacenter processes and documentation, which is
    implemented in team for increased productivity and profits.

    • • Improved reviews by successfully handling customer complaints and implementing ideas.


    BRAVO AWARD FROM SITA


    • June 2022 for AAI success delivery project
    • August 2022 for Iridium Datacenter Delivery
    • December 2022 SFA Germany Delivery Project
    • February 2023 Lufthansa POP Closure Project
    • April 2023 SFA KUL Site Delivery

Timeline

Project Manager

SITA
02.2022 - Current

Associate Project Manager

SITA
01.2021 - 01.2022

Escalation Engineer (Delivery Management Expert)

Team lease
10.2020 - 01.2021

Project Associate

Team lease
01.2018 - 09.2020

Senior Associate

WNS Global Services
05.2016 - 12.2017

Technical Support Executive

TATA Business Support Services
08.2015 - 05.2016

Desktop support executive

Turbo web technology Pvt. Ltd
10.2014 - 08.2015

B.C.A. (Bachelor of Computer Application) - undefined

IGNOU

M.B.A (master’s in business administration) - Specialization in IT

Punjab Technical University (P.T.U)

CIC (certificate in computing) - Computers

IGNOU

Intermediate - Science Education

HGIC

High School Diploma -

HGIC

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