Led the development and deployment of multiple enterprise-grade digital solutions, streamlining operations and enhancing the customer experience across Banglalink’s NOC, Customer Care, and B2B domains.
Key Projects & Contributions:
B2B Solutions:
Auto SMS Attendance System: Optimized this system by developing a backend script that slashed errors from 50% to 0%. Engineered an intuitive frontend for seamless location tracking and automated site updates, ensuring 100% data accuracy across network changes.
Field Force Locator: Optimized Field Force Locator using multi-threaded Java, boosting performance by 40%. Integrated real-time Google Maps tracking and historical paths, while implementing pagination to ensure a seamless, high-performance UX.
Mobile Ads & SMS Broadcast: Segmented SMS marketing and mass communication campaigns. Engineered precise B2B segmentation filters, increasing campaign delivery speed by 30% and maximizing client reach through optimized data-driven scheduling workflows.
Customer Service & Operational Tools:
Refund Feature for Frontline Agents: Developed for frontline agents, integrating Ericsson IN/SDP via UCIP. Streamlined workflows with a dynamic admin GUI, reducing manual processing time by 30% and enabling real-time pack usage verification. Key Achievements & Features:
Automated Adjustments: Enables positive and negative adjustments for Main Balance (BDT), Minutes, Data (up to 80GB), and SMS for Prepaid/Postpaid users.
Systematic Controls: Integrated complex business logic to prevent fraud, including monthly/daily refund caps per agent/subscriber and RAFM blacklisting.
Granular Customization: Built a dynamic admin panel to configure refund purposes (e.g., wrong charging, product lapses), balance types, and expiry dates via a date picker.
Role-Based Access (RBAC): Implemented tiered access for Agents (execution/personal history), Supervisors (full history), and Admins (system configuration).
Customer Experience: Integrated automated SMS notifications and AD-authenticated login to ensure secure and transparent customer interactions.
TPMO Web Portal: Centralized project and operation management dashboard. Engineered a multi-image attachment system for TPMO War Room, parsing WYSIWYG data into dynamic sliders. Optimized uploads for 8 files (5MB each), improving visual reporting speed and reducing data entry friction by 30%.
CRM (MinSAT): Architected MinSAT CRM by engineering agent and admin modules. Streamlined MSISDN and biometric data access, automating account operations. Improved data accuracy and boosted agent efficiency by 30% through UI/UX design.
INMS – Integrated Network Management System:
The INMS is a comprehensive monitoring and incident management platform designed for real-time oversight of BTS, TX, and critical network nodes. It streamlines the transition from fault detection to resolution through intelligent filtering and a structured ticketing workflow. Key Features:
Smart Alarm Filtering: Dynamically categorizes alerts into specialized "matured" tabs based on predefined time thresholds (e.g., Mains Failure at 3 hours; Low Voltage at 10 minutes) to prioritize actionable issues.
Intuitive Ticketing Workflow: NOC users can issue new tickets or attach alarms to existing site incidents using color-coded icons and tooltips for quick reference.
Lifecycle Management: Facilitates seamless coordination by routing tickets to regional on-call engineers. It supports real-time status updates (Starting, Working, Final) and enables NOC verification before ticket closure.
Integrated Notifications: Automated alerts and ticket status updates delivered via SMS, Email, and USSD for field personnel.
Comprehensive Analytics:Generates data-driven reports on Network Availability, MTTR (Mean Time to Response), Power/Generator insights, and site-level alarm trends
Process Automation (RPA):
Additional Projects:
Business Gateway: Platform for Interactive IVR and multi-channel integrations.
Customer SMS Communication System: Personalized new customer engagement.
Automated Bill Invoice System: End-to-end automation of bill generation and delivery.
Stolen Incident Record System: Centralized tracking and analysis of incident reports.
Capex Tool: Streamlined capital expenditure tracking, including budgets, line items, PR/PO management.
Led a segment of the in-house team, driving key initiatives and collaboration.
Key Projects & Contributions:
In-House Services & Enterprise Services Support
Collaborated with commercial and corporate teams to deliver in-house and enterprise-level technical services tailored to business needs.
Successfully deployed multiple replications of the Integrated Network Management System (INMS) database to support operational scalability and fault tolerance.
Biometric SIM Registration System
Played a key role in the nationwide biometric SIM registration rollout, aligning with government regulatory requirements.
Conducted R&D for biometric verification by integrating with the Government Election Commission (EC) API for fingerprint data matching.
Generated automated biometric reports to support operations and regulatory compliance:
Daily Biometric Report for new customer verifications.
Summarized Biometric Verification Report for high-level insights.
Dump Reports for:
Specific Dates
Corporate Customers
Pilot Phase (Hourly & Daily)
API Health Monitoring & Alert System
Designed and implemented a real-time API health monitoring system for the Election Commission API.
Developed scripts to:
Monitor internal queues for New Registrations and Re-Verifications.
Trigger automated SMS and email alarms based on health status detection.
Defined categorized status levels with actionable alert messages: EC System Down!, EC System and/or Local Service Down!, Local Service Down!, Entry System Down!, and EC System UP! (for recovery alerts).
SMS Communication Backend for New Customers
CRM System (MinSAT) Enhancements
Contributed to the development and enhancement of MinSAT, the CRM platform for customer agents and administrators.
Features delivered:
Customer View Module for agents, enabling access to:
MSISDN information (Main balance, Data Accounts, Offer tags, etc.)
Biometric status and related data operations.
Admin Module to support:
Add/Edit/Remove operations on Data Accounts (DA), offers, and more.
Resolution of customer-specific issues and adjustments due to system glitches or complaints.
Designed and developed INMS (Integrated Network Management System) Phase I, featuring alarm monitoring, ticketing workflow (Open → Assign → Working → Final →
Close), and department-based access control.
Implemented office-wise segregation and on-call roster integration to automate ticket assignments.
Built an SMS broadcast panel for instant notifications to key Operations and Management personnel.
Generated critical network performance reports: Daily Service Affected, Weekly/Monthly Availability, Day-wise Downtime, and MTTR.
Developed a web-based alarm monitoring system with both auto and manual upload capabilities.
