Professionalism

Working as a Software Analyst at TKW Research Group, I have been exposed to the realities of professional software practice in a fast-paced, client-focused environment. My role requires me to manage and analyze enterprise platforms such as Voxco survey software and Dixa call-routing software, and more recently, I have been leading the migration to the Zoom Contact Center. This work has given me direct experience working not only with internal teams but also with external vendors like Zoom and Dixa, as well as supporting many of our clients to ensure their systems run smoothly.

These experiences have strengthened my technical capabilities in systems integration, testing, and change management, while also teaching me the importance of building strong professional relationships. Working closely with vendors has required me to develop clear communication, negotiation, and problem-solving skills, while supporting clients has sharpened my ability to listen, adapt, and deliver solutions that meet business needs.

Through both my industry role and my academic projects (such as the Rubina SmartWard healthcare system and Hotel management system), I have come to understand that professionalism is not only about technical expertise. It is equally about adaptability, resilience, and critical thinking. When systems fail or requirements change suddenly, I need to remain calm, find alternatives, and keep both vendors and clients informed.

I can confidently say that I already possess many SFIA Level 3 “Apply” skills across development, integration, customer support, and collaboration. However, to progress further in my career, I need to strengthen my capabilities in project leadership, advanced security practices, and cloud architecture. These will allow me to take on greater responsibility, guide others, and contribute strategically at an organizational level.

Reflecting on my journey so far, I see how my exposure to both global vendors and multiple clients has prepared me to think professionally and act with accountability. The next step is to keep building on this foundation so that I can grow from being a capable analyst into a well-rounded professional who adds long-term value to both my team and the organizations I support.

To demonstrate the development of my professional knowledge, skills, I have selected the following artefacts from both my industry role at TKW Research Group and my academic projects. Each artefact shows how I have achieved the required learning outcomes and applied SFIA Level 3 skills in practice.

1. Zoom Contact Center Migration (Industry – TKW Research Group)

   • Evidence: Project documentation, testing reports, and status updates with vendors.

   • Learning Outcome: Demonstrates systems integration (SINT), change management (CHMG), and collaboration with external vendors (Zoom, Kytech) to deliver a business-critical solution.

   • Relevance: Shows my ability to apply technical skills while working with global partners and internal stakeholders.

2. Dixa Call Routing and Client Support (Industry – TKW Research Group)

   • Evidence: Call flow diagrams, disposition tags setup, troubleshooting logs.

   • Learning Outcome: Demonstrates customer service support (CSMG), problem management (PBMG), and resilience in managing client-facing issues.

   • Relevance: Highlights my ability to provide solutions to clients while coordinating with vendors like Dixa.
     
     

     CS341 Software Testing Assignment (Academic Work)

     • Evidence: Test case design, Selenium + TestNG implementation, bug reports.

     • Learning Outcome: Demonstrates testing (TEST) and quality assurance (QUAS) skills at SFIA Level 3.

     • Relevance: Proves capability in formal testing methods and tools widely used in industry.