MUHAMMAD DAUD

Experienced quality assurance professional with a focus on operational improvement and team leadership. Achievements include successful implementation of ISO standards and TL 9000 certification, resulting in enhanced quality metrics. Demonstrated expertise in problem-solving and stakeholder engagement, fostering a culture of continuous improvement. Committed to driving productivity and efficiency through strategic planning and robust leadership.

• McKinsey Forward Program (Advanced), 2024
• Value Stream Mapping Specialist (AIGPE), 2024
• Lean Six Sigma Black Belt Certification (Council for Six Sigma Certification), 2024
• Generative AI Overview for Project Managers (PMI), 2024
• Design Thinking & Innovation for Leaders, 2023
• Digital Business Transformation, 2023
• Transformational Change, 2023
• Digital Transformation, 2022
• Digital Transformation: A Toolkit for Non-Programmers., 2022
• Key Performance Indicators - Meirc, 2022
• ITIL 4 Foundation, 2020
• TL 9000 Quality System Implementation R6.1/5.5 (QuEST Sanctioned), 2018
• TL 9000 Measurements R5.5 - QuEST Sanctioned, 2018
• TL 9000 Requirements R6.1 - QuEST Sanctioned, 2018
• Certified Process Professional Master - CPP Master ((bpg - London)), 2017
• Internet of Things (IoT): Roadmap to a Connected World (Massachusetts Institute of Technology - USA), 2017
• Lead Auditor in Quality Management System ISO 9001:2015 (Exemplar Global - UAE), 2015
• Lead Auditor in IT Service Management Systems ISO/IEC 20000-1:2011(Exemplar Global - UAE), 2015
• Lead Auditor in ISMS ISO/IEC 27001:2013 (Exemplar Global - UAE), 2015
• Lead Auditor in Business Continuity Management Systems ISO 22301:2012 (Exemplar Global - UAE), 2015
• Six Sigma Black Belt - ASQ, 2015
• Certified Six Sigma Green Belt, (IQMS (UK) & DAS (Pakistan)), 2010
• Certified Quality Professional, PIQC (Institute of Quality Control) Pakistan, 2009
• Statistical Quality Control, PIQC (Institute of Quality Control), Quality Tools & Minitab 15, 2007

SOC Excellence Transformation Project, Led a comprehensive transformation of the Security Operations Center (SOC) for Technology Operations, focusing on process re-engineering and the integration of new digital workflows within BMC Remedy. Established Minimum Baseline Security Standards (MBSS) for vendor compliance and implemented a robust vulnerability tracking system. Successfully developed and deployed a new SOC Excellence Model aligned with international standards., Mobily, 12/01/23 - 12/31/24 Electromechanical Transformation Project, Led the comprehensive transformation of technology operations across all electromechanical activities, significantly enhancing field operations through the integration of automated technology tools., Mobily, 01/01/23 - 07/31/23 Digitization & Automation of Service Level Agreements Process, This project converted the legacy old methodology of SLA approvals to Digitized & Automated invoices approvals. The legacy methodology was replaced by digitalized systematic approach for handing all the contractual Key Performance Indicators, Service Level Agreements and Invoices submission through a centralized web-based portal. The development of Portal was done in-house which saved 2 Million Saudi Riyals. The process was automated and leveraged to achieve enhanced efficiency using Technology tools., Mobily, 06/01/21 - 08/31/22 Digitalization & Automation of Network Assets Inventory Management System, In-house development of this system with saving of 1.5 Million SAR provided real-time device management with dynamic updates on multiple devices, automatic updates about all hardware and software asset details on an entire Mobily Network., Mobily, 08/01/21 - 09/30/22 Digitalization & Automation of Preventive Maintenance Routine Process, In-house development of Portal to conduct site visits efficiently with Mobily Operations and Maintenance & Vendors. The complete process was fully digitized and automated from start of the visits until report uploading, controlling, evaluating and monitoring., Mobily, 05/01/21 - 03/31/22 Integrated Management System Framework, Designed, developed and Implemented Integrated Management Framework (IMS) for Technology Operations based on the international standards ISO (9001, 20000, 22301,27001), tmforum Business Process Framework, ITIL and COBIT. The outcome of this Framework improved operational performance in Quality, Safety, Risk and Serviceability., Mobily, 02/01/19 - 12/31/19 Operations Process Modeling and Re-engineering, Process Leaning and Optimization project with an aim of eliminating the redundant operational processes. The number of Operational Processes were reduced from 254 to 30 Unified, Simplified and Digitized Processes., Mobily, 01/01/16 - 12/31/18 Development of Schedule of Quality, Launched an Innovative Quality concept of this development and saved the operational expenditures of Managed Services Vendors by 5%. The controls were brought in place to monitor and evaluate the Operational Excellence of the contractual deliverables. The concept of Project Quality Index (PQI) was implemented to give the overall quality Assurance program highlights to company's top management on summarized dashboard reports. The PQI is based on the key Service Level Agreements, KPI's which includes Process Compliance, Process Maturity & Capability and Network KPI compliance., Mobily, 08/01/14 - 06/30/15 Corporate Data Centre (Long Haul Communication), The project encompassed installation, configuration, testing and commissioning of a functional and reliable fiber optic SDH/DACS multiplex transmission and IP telephony systems for one of the Mega Corporate Data Centre for Saudi Aramco. This project value was 22 Million SAR., Saudi Aramco, 12/01/10 - 12/31/12 OSPAS (Saudi Aramco), Oil Supply Planning & Scheduling (OSPAS) with complete telecommunication scope of designing and construction of OSPAS additional Center to maintain the Business Continuity., Saudi Aramco, 02/01/12 - 02/28/13 Telco Operational Exchange Revamp, The project delivered resulted in reducing 80% of the Faults and 30% of Customer Churn by revamping most critical processes of Fault Management and Customer Provisioning., Mobily, 03/01/09 - 04/30/10 ERP Processes Development, Business Process Modeling for Enterprise Resource Planning Solutions. Transforming legacy/manual processes to digitized workflows, processes, (SOP's) for ERP covering PTCL's Procurement, HR and Finance functions., PTCL, 08/01/06 - 12/31/06 ISO Certification for PTCL, Pakistan Telecommunication Company Limited (PTCL) was awarded for the ISO Certification which resulted an improvement to the Telecommunication Operations at Regional level. Procurement Processes became quite efficient with the reduction of extra non-essential activities. Due to this activity, the Contact Centers of PTCL started actively responding to the Corporate and normal customers. One Shop Stops customers handling was also increased due to Process Leaning/Simplification., PTCL, 04/01/07 - 03/31/08

Upon Request