Selected Work

A selection of projects and roles that show how I approach complex problems, improve processes, align stakeholders and connect business needs with technical delivery.

Decision Support & Stakeholder Alignment

Wetsus · URBAN M2ONov 2025 – present

Context

A €5M, 48-month Horizon Europe innovation project with 20 participating organizations overall, with 15 organizations participating in the AI-enhanced monitoring and benchmarking work package. The project focuses on AI-enhanced monitoring, data-intensive research and risk-based urban water-quality management.

Challenge

Translate high-level project objectives and fragmented partner inputs into a workable monitoring and benchmarking approach, while making dependencies across sensors, case-study sites, lab validation, data flows, AI needs and downstream modelling visible.

My role

Project Manager at Wetsus, coordinating Wetsus' lead role in the AI-enhanced monitoring and benchmarking work package and connecting project governance with technical and case-study stakeholders.

What I did

  • Translated high-level objectives into operational and technical planning across sensor development, case-study implementation, data collection, lab validation, data-flow requirements, AI needs and downstream modelling.
  • Elicited and consolidated requirements around monitoring locations, installations, sampling logic, validation needs, data availability, responsibilities and timelines.
  • Facilitated partner discussions and technical meetings to resolve ambiguity, validate assumptions and make decision points, risks and dependencies visible.
  • Developed shared operational overview structures covering ownership, readiness, open points, dependencies, risks and follow-up needs.

Outcome or value

  • Created clearer visibility across partner ownership, readiness, risks, dependencies and open decisions.
  • Helped turn fragmented technical and stakeholder input into clearer decision points and more structured coordination across the work package.
Decision SupportStakeholder AlignmentGovernanceRequirements ElicitationTechnical CoordinationData-Flow Analysis

Process Transformation & Business Operations

Saman InsuranceAug 2019 – Jul 2021

Context

Business process improvement across policy issuance, claims, finance and legal operations, spanning eight departments and approximately 80 FTEs.

Challenge

Reduce process ambiguity, hand-off friction and slow review and approval cycles while supporting a broader digital workflow transformation.

My role

Business Process Analyst working with department managers, business stakeholders and process improvement teams across multiple operational areas.

What I did

  • Mapped current-state and future-state workflows and clarified business rules, roles, controls, approvals and decision responsibilities.
  • Identified bottlenecks and root causes, simplified hand-offs and aligned managers on clearer process ownership and escalation paths.
  • Developed SOPs, work instructions, process sheets and KPI structures to support more consistent monitoring and follow-up.
  • Supported digital workflow redesign by connecting business requirements with operational priorities and system capabilities.

Outcome or value

  • Reduced process ambiguity and hand-off rework by around 30%.
  • Shortened internal review and approval cycles by around 20–25%.
  • Improved management visibility into operational performance by approximately 35%.
  • Reduced recurring process nonconformities by 20%.
Process ImprovementBusiness OperationsRoot Cause AnalysisKPI DesignProcess GovernanceDigital Change

Service Operations & Performance at Scale

Iranian Sepehr NetJan 2017 – Aug 2019

Context

Enterprise IT service delivery for a nationwide banking organization supporting more than 300 branches.

Challenge

Standardize service management, improve SLA performance and reduce recurring ticket, escalation and service-quality problems across a large distributed operational environment.

My role

ITSM and Service Desk Manager responsible for service governance, operational improvement, performance management and business-facing analysis.

What I did

  • Established and led the Service Desk and implemented ITIL-based incident, problem, request and change management processes.
  • Defined service catalogs, SLAs, service policies, business rules, escalation logic and knowledge-base structures aligned with branch needs.
  • Introduced KPI reporting, clearer escalation rules, root-cause analysis and continuous improvement practices using DMAIC and Lean Six Sigma.
  • Improved workflows, ticket categorization, status tracking, reporting structures, procedures and operational guidance.
  • Supported adoption through workshops and training for more than 100 technical and business users.

Outcome or value

  • Increased SLA compliance to 92%.
  • Reduced ticket lifecycle bottlenecks by around 30%.
  • Improved first-line resolution and service consistency by approximately 42%.
  • Reduced recurring service issues by around 28%.
Business OperationsITSMService GovernanceSLA & KPI ManagementRoot Cause AnalysisChange Adoption

Domain & Technical Depth

These are cross-cutting areas of experience rather than additional job entries. Some build on the case studies above, while others come from earlier roles, academic work and hands-on technical delivery.

Software & Systems

Nomatec

Nov 2014 – Dec 2016

Payeshgaran MT

Oct 2021 – Jun 2022

Experience spans business-facing software analysis and hands-on development. I have translated workflows, business rules, data needs and edge cases into functional and system requirements, use cases, acceptance criteria and UAT, while also working directly with Java/J2EE, Spring, Hibernate and Oracle SQL in core insurance software.

That combination gives me practical understanding of what happens between a business need, system logic, implementation and validation.

Software Business AnalysisJavaBusiness RulesRequirementsUATSystem Analysis

Insurance

Saman Insurance

Aug 2019 – Jul 2021

Payeshgaran MT

Oct 2021 – Jun 2022

Worked across insurance operations and insurance software, giving me familiarity with both business processes and the system logic behind them. My experience includes life and non-life insurance contexts, including motor, fire/property and engineering lines, with work spanning policy issuance, claims, finance and legal processes.

At Saman Insurance I worked on process improvement and digital workflow change. At Payeshgaran MT I worked closer to core insurance software, business rules, data, backend logic and coinsurance-related workflows.

Life & Non-LifePolicy IssuanceClaimsCoinsuranceCore Insurance SoftwareDigital Change

Banking & Enterprise IT

Iranian Sepehr Net

Jan 2017 – Aug 2019

Worked in enterprise IT operations supporting a nationwide banking organization across more than 300 branches. This gave me practical exposure to branch-facing banking services, service governance, SLA-driven operations, escalation, incident and problem management and the operational dependencies around core banking environments.

The experience was less about banking product design and more about understanding how critical banking services are supported, governed and improved at operational scale.

Banking OperationsCore Banking EnvironmentITSMService GovernanceSLA ManagementProblem Management

AI & Computer Vision

NHL Stenden University of Applied Sciences

2022 – 2023

CGI Netherlands

Nov 2023 – Aug 2025

Academic and industry experience across anomaly detection, object and keypoint detection, image analysis and person re-identification. At NHL Stenden, applied research with Aeroscan and OD Security focused on anomaly detection for aerial building imagery and X-ray scans, including smart tiling based on body key points.

At CGI, work included Python-based multi-camera person re-identification using YOLO, OpenCV and deep re-ID models, connecting research-oriented computer vision methods with software delivery.

Anomaly DetectionObject DetectionKeypointsRe-identificationYOLO / OpenCVDeep Learning

Industrial Systems & Automation (OT)

CGI Netherlands

Nov 2023 – Aug 2025

My electrical-engineering background includes hands-on work in factory-floor and operational technology environments. Experience spans PLC/HMI development, sensors and actuators, control systems, testing and validation and work with both Siemens and Delta PLC environments.

Earlier academic and industrial work also included motor control, PLC laboratory teaching and factory-focused projects. This helps me understand the practical realities behind business and process change when the solution touches machines, controls and shop-floor operations.

Operational TechnologyPLC / HMISiemens TIA PortalDelta PLCSensors & ActuatorsElectrical Engineering

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