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

WetsusURBAN M2O

Context

URBAN M2O is a €5M, 48-month Horizon Europe innovation project involving 20 organizations overall. Wetsus leads the AI-enhanced monitoring work package, which involves around 15 partner organizations and focuses on sensor development, field monitoring, data-intensive research and the use of monitoring data for downstream analysis.

Challenge

Translate high-level project objectives and fragmented partner input into a workable monitoring 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 and Work Package Leader for the AI-enhanced monitoring work package, connecting project governance with technical and case-study stakeholders.

What I did

  • Alongside URBAN M2O, contributed to Horizon Europe proposals for new projects, shaping project objectives, work-package design, tasks, implementation logic and partner responsibilities.
  • 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.
  • Consolidated requirements around monitoring locations, installations, sampling logic, validation needs, data availability, responsibilities and timelines.
  • Facilitated partner and technical discussions to resolve ambiguity, validate assumptions and make decision points, risks and dependencies visible.
  • Developed shared overview structures covering ownership, readiness, open points, dependencies, risks and follow-up needs.
  • Brought field constraints such as access, power, installation feasibility and measurement frequency into cross-partner planning, helping adapt monitoring plans when initial assumptions did not hold in practice.

Outcome or value

  • Created clearer visibility across partner ownership, readiness, risks, dependencies and open decisions.
  • Helped move monitoring plans from high-level assumptions towards workable designs grounded in site constraints, validation needs and data usability.
Decision SupportStakeholder AlignmentGovernanceRequirements ElicitationTechnical CoordinationData-Flow Analysis

Process Transformation & Business Operations

Saman InsuranceAug 2019 – Jul 2021

Saman Insurance

Context

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

Challenge

Reduce ambiguity, hand-off friction and slow review and approval cycles while supporting the company-wide shift from manual to digital workflows.

My role

Business Process Analyst in the Process Management department, working across multiple departments with managers, business stakeholders and process-improvement teams.

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 clarified process ownership and escalation paths.
  • Developed SOPs, work instructions, process sheets and KPI structures to support more consistent monitoring and follow-up.
  • Represented Process Management in the company-wide digital transformation initiative, helping redesign policy issuance and claims workflows for online delivery with business and IT teams.

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

Iranian Sepehr Net

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 and escalation issues across a large distributed 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 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

A compact view of the industries and technical environments I know from hands-on work, complementing the case studies above.

Software & Systems

I have worked on both the business and implementation sides of software. I understand how a need moves from discussion and refinement through analysis, system design, development, testing and delivery and how business and technical decisions affect that process.

My own technical experience spans application code, backend logic, databases and queries, Python-based development and industrial control software. This helps me follow technical discussions, understand the constraints behind a system and work effectively with developers, testers, engineers and business stakeholders.

Software Development LifecycleAgile / ScrumSystem AnalysisTechnical Problem SolvingProgramming & DatabasesBusiness & Technology
CGIPayeshgaran MTNomatec

Insurance

My insurance experience covers both operations and core insurance software. I am familiar with life and non-life contexts, policy issuance, claims, finance and legal processes, motor, fire/property and engineering lines, business rules, coinsurance and system workflows.

Working on both the operational and software sides has helped me understand how insurance rules and workflows translate into system behaviour.

Life & Non-LifePolicy IssuanceClaimsCoinsuranceCore Insurance SoftwareBusiness Rules
Saman InsurancePayeshgaran MT

Banking & Enterprise IT

My banking experience is on the enterprise IT and operational side, in an environment supporting more than 300 branches. I am familiar with branch-facing services, core banking environments, service availability, SLAs, escalation and operational support.

This gave me a practical view of how critical banking technology is supported, governed and improved at scale.

Banking OperationsCore Banking EnvironmentITSMService GovernanceSLA ManagementProblem Management
Iranian Sepehr Net

AI & Computer Vision

My computer vision experience spans both applied research and industry. At NHL Stenden, I worked on anomaly detection for aerial building imagery and X-ray scans with industry partners, as well as smart tiling based on body key points.

At CGI, I worked on Python-based multi-camera person re-identification using YOLO, OpenCV and deep re-ID models as part of software delivery.

At Wetsus, I apply computer vision and AI to water quality monitoring, optical sensing and scientific imaging.

Anomaly DetectionObject DetectionKeypointsRe-identificationYOLO / OpenCVDeep Learning
NHL StendenCGIOD SecurityAeroscanDiscovery MuseumWetsus

Industrial Systems & Automation (OT)

My electrical-engineering background and industrial work in Iran and the Netherlands gave me hands-on experience with factory-floor and operational technology environments. I have worked with PLC/HMI development, sensors and actuators, control systems, testing and validation, including Siemens and Delta PLC environments.

This means I do not see shop-floor technology as a black box when business or process change touches machines, controls and physical operations.

Operational TechnologyPLC / HMISiemens TIA PortalDelta PLCSensors & ActuatorsElectrical Engineering
CGIPhilips

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I’m happy to discuss the work behind these examples and the practical decisions, trade-offs and implementation details involved.

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