Usman Soofi

Experience

• 

  CTI Group (An Enghouse Networks Company)

  Jan 2005 - Jan 2010

  • Provided technical support for CTI Group’s voice recording and call logging products to clients in the UK/EMEA region.• Developed extensive knowledge of phone switches CDR output for effective troubleshooting and solutions. • Conducted on-site installations of various I.T. products, provided user training, and managed issues with third-party vendors and programmers.• Managed server, network, and printer systems, delivering 1st line support for seamless operations.• Collaborated with cross-functional teams to ensure smooth integration and functionality of I.T. solutions.

  • Technical Support Engineer

    Jan 2007 - Jan 2010

  • Field Engineer

    Jan 2005 - Jan 2007
• 

  CTI Group (An Enghouse Networks Company)

  Jan 2011 - Jan 2016

  Technical Support Lead (ME/APAC)

  • Established an offshore international office for CTI Group, improving lead times and SLAs for ME/APAC customers.• Directed software releases and UAT environments to ensure quality and functionality.• Managed strategic relationships with channel partners across the ME/APAC region.

• 

  Asstez Real Estate

  Jan 2016 - Jan 2018

  Sales Director

  • Managed successful real estate sales and rental business operations at Asstez Real Estate.• Directed financial operations and maintained strong customer relationships to drive business growth.• Negotiated property sales and rentals, consistently delivering exceptional customer service.

• 

  VOICELINX LTD

  Jan 2018 - Jan 2019

  Technical Project Delivery Manager

  • Oversaw IT infrastructure & customer support teams, ensuring timely issue resolution.• Directed VoIP telephony solutions for finance and private sector clients.• Achieved 65% increase in customer satisfaction rates and doubled support ticket resolutions by implementing CRM software.

• 

  Majestic Wine

  Jan 2019 - now

  Head of PMO

  Driving the strategy, delivery, and support for IT infrastructure services and transformative business projects. I lead cross-functional teams in optimizing cloud, on-prem, and hybrid IT environments to deliver business outcomes.• Cloud & Infrastructure Optimization: Led AWS cloud migrations, including the transition of critical systems (Active Directory, file servers) and integration with AWS Transit Gateway for performance optimization.• Agile Project Management: Facilitate Agile ceremonies and utilize Jira for backlog management, ensuring efficient project execution and risk mitigation.• Team Leadership & Coaching: Empower infrastructure teams to execute core transformation projects, fostering a culture of continuous improvement.• Collaboration & Reporting: Work closely with product owners to align strategies, manage deliverables, and report key metrics to stakeholders (CTO, Board, etc.).Key Achievements:• AWS Migration: Transitioned critical systems to AWS, reducing operational costs by 30%.• SaaS Deployment: Implemented solutions like Sage ERP, improving efficiency by 20% across 200+ locations.• MDM Solution: Deployed mobile device management, reducing device-related issues by 50%.• Cloud Contact Centre: Migrated to a cloud-based solution, reducing downtime by 40%.• Cost Reduction Initiatives: Delivered solutions (HP Cloud Print, Mitel MiCloud) reducing operational costs by up to 35%.• Security & Network Enhancements: Implemented ESET endpoint security and optimized network infrastructure, improving data protection and bandwidth. Show less