Bilawal Sarwar | CDMP Master

Professional Summary

Result-driven Senior Data Management Professional with 14+ years of expertise in Data Warehousing, BI, ETL, and Data Analytics. Distinguished for transforming enterprise business applications and databases, with a sharp acumen in OLTP/OLAP system analysis and design. Demonstrated mastery in designing and implementing enterprise data strategies and designing database schemas, including Star and Snowflake. Proven track record in delivering executive dashboards with vital KPIs and key insights. Adept at leading cross-functional teams and driving strategic decisions through robust data governance, metadata management, and data quality initiatives

Specialized in AI/ML,BI/ETL and Data Warehouse solutions across on-premise and cloud environments. Strong background in DataOps best practices and cross-functional team leadership

Work Experience

Senior BI & Data Analytics Manager

Salam Mobile Telecom | Full-time

Jan 2022 - Present | Riyadh, Saudi Arabia

Developed an end-to-end data warehousing solution for Salam Mobile from launch, facilitating a revenue increase to over $10 million monthly and propelling the company to become the 4th largest operator out of 08 in the market, all within 18 months
Developed a predictive churn model using Python and machine learning techniques, reducing customer churn by 15%, retaining over 30,000 customers, and saving the company approximately $0.5 million annually by enhancing retention strategies
Implemented live sales and forecasting systems for over 50 dealers and partners, utilizing Geo-mapping technology to identify high-potential sales areas, resulting in a 20% increase in sales and reducing market analysis time by 30%
Implemented Gen AI for Marketing and BI Department

Python Django SQL Vertica Oracle Tableau Power BI Microsoft SSRS Microsoft SQL Server MariaDB Informatica Pentaho Metabase Google PaLM 2 LangChain

BI Analyst

Flint Consulting | Project STC | Full-time

Oct 2018 - Dec 2021 | Riyadh, Saudi Arabia

Designed analytical roadmap, deliverables, and timelines; proposed BI architecture and release management best practices
Developed and implemented 130 new Key Performance Indicators (KPIs) to establish a comprehensive 360-degree view of customer experience at STC Telecom, encompassing B2C, B2B, and W2C sectors
Developed executive-level dashboards that provided real-time insights into network performance and live customer experience during all national events, increasing CSAT AND NPS Score by 20%

Python MySQL Hive Impala KNIME Analytics Teradata MicroStrategy Dossier Tableau

Senior BI Consultant

IBM Global | Full-time

Dec 2014 - Sep 2018 | Islamabad, Pakistan

Developed a centralized data model that enabled over 150 end-users to perform self-service reporting, reducing report and dashboard support calls by 45% and decreased IT intervention by 25 hours per month
Built 20 advanced DMR reports using MDX functions, enabling multidimensional data analysis for 5 key business units
Developed Model and Reports to reconcile and validate 35 TB of legacy Teradata and new IBM Netezza TwinFin server, ensuring report numbers matched with over 99% accuracy, thereby enhancing data integrity and reporting reliability
Authored essential documentation, coordinated playback sessions with SMEs and IT, and secured formal sign-off of $4 million

Python IBM Netezza IBM DB2 Watson AI IBM Cognos Analytics IBM DataStage Oracle BIP Tableau

Executive BI and Reporting

Warid Telecom | Full-time

Dec 2013 - Dec 2014 | Lahore, Pakistan

Developed 100+ reports and dashboards, significantly enhancing reporting capabilities and ensuring a successful Go-Live
Developed self-service data cubes, boosting efficiency by 20% for more than 30 users across 5 departments
Developed 30+ ETL jobs and pipeline solutions using DataStage and PL/SQL, enhancing data processing efficiency by 55%
Trained over 60 end-users and integrated 3 new vendors, boosting system adoption rate by 40%

Oracle IBM Netezza IBM DB2 SAS Analytics IBM Cognos Analytics IBM DataStage Oracle Discoverer

Senior Officer BI/DWH

Zong Telecom | Full-time

Jan 2012 - Nov 2013 | Islamabad, Pakistan

Optimized database code through query tuning, improving report performance by 60% and reducing system load by 20%
Implemented best practices in data models, enhancing performance and maintainability, which reduced query times by 30%
Automated 30+ tasks using scripts, saving 10 hours per week in manual efforts and increasing operational efficiency by 15%

Oracle Teradata IBM DB2 SAP Business Objects IBM Cognos IBM DataStage

Projects

HRMS System for Medical Camp (EMR)

Volunteer Project · pdgrclinic.com | Oct 2021 – Present

Designed and deployed a Django-based Electronic Medical Records (EMR) solution for a free medical camp, operational for 3+ years. Supports biannual camps treating 2,000+ patients per event with 400–500 doctors. Used daily by doctors to provide care to underprivileged patients.

Full EMR system supporting 2,000+ patients per biannual event with 400–500 participating doctors
Operational daily for underprivileged patient care

Django Python HL7 FHIR HMR Design View Live ↗

Enhanced AI Churn Prediction Model for Telecom

University of Portsmouth · MSc Thesis | Jul 2023 – Feb 2024

Evaluated 13 ML models for telecom churn prediction. Selected LightGBM as best performer. After 10-fold cross-validation, ROC-AUC improved from 0.9 to 0.997. Confusion matrix shows only ~2.5% false positives.

Evaluated 13 models — LightGBM, XGBoost, Random Forest, Gradient Boosting, SVM, Gaussian Naïve Bayes and more
ROC-AUC improved from 0.9 to 0.997; identified service quality, billing issues and usage trends as critical churn factors

Python LightGBM XGBoost Random Forest Scikit-learn

Stroke Prediction Model

Academic · UCI Heart Failure Dataset | Jul 2022 – Dec 2022

Analyzed patient variables to accurately predict stroke events. Random Forest performed best overall; SVM outperformed RF in specific cases. Key challenge was imbalanced dataset handling and optimal algorithm selection.

Python Random Forest SVM Data Analysis

IHE & HL7 Medical Device Integration Framework using SOA

NUST · Final Year Project | Aug 2010 – Aug 2011

Implemented medical device integration within healthcare systems using Service-Oriented Architecture (SOA). Used IHE Device Enterprise Communication (DEC) to bridge heterogeneous lab devices with EMR systems via a standardized service interface — eliminating vendor-specific protocol dependencies.

SOA HL7 FHIR IHE DEC EMR Java

Certifications

CDMP Master

DAMA International • 2025

PMP

PMI • 2023

Python Professional Certificate

Google • 2021

Python Specialization

Coursera • 2015

All Certifications

Credly • All

Education

MSc Data Analytics

University of Portsmouth

2022 - 2024

Graduated with Distinction

Specialization in Artificial Intelligence

Research Thesis: "Enhanced AI Churn Prediction Model for Telecom"

BS Information Technology

National University of Sciences and Technology

2007 - 2011

Graduated with Honors

Specialization in Data Warehousing & Data Mining

Publications

AI in Customer Support

Authors: Bilawal Sarwar, Joudat Irshad Hashmi

Journal Name: AI and Ethics

Publisher: Springer Nature Publisher

2025

Conversational AI in customer support: Revolution or risk?

Springer Nature

Springer Nature Publications

Skills

Technical Skills

Business Intelligence Data Warehousing Data Engineering Data Modelling Executive Reporting Requirements Elicitation Data Storytelling Data Strategy Practice Development Client Management Project Management Data Governance

Professional Skills

Team Leadership Agile Methodologies System Architecture Technical Documentation Mentoring

Tech Stack

Tools

PowerBI Tableau Cognos MicroStrategy Oracle BIP SAP Business Objects Metabase Datastage Pentaho KNIME

Languages

Python R PL-SQL Shell Script MDX Oracle Vertica Teradata Hive Impala MySQL MS SQL Server IBM DB2 Sybase IQ

Honours & Awards

STC Outstanding Performance Award

STC

October 2021

For outstanding performance in STC Customer Experience Department by implementing end-to-end Business Requirements into Technical Data Warehouse and designing user-friendly dashboards for Group CEO and executives.

IBM GBS Service Excellence Award

IBM

November 2016

Nominated for excellent commitment on Etisalat EDW project — key role in optimization of Drop 1 batch jobs by converting ELT to ETL, designed DMR reports with advanced MDX functions for Drop 2, organized meetings with Etisalat and ETL teams, and provided technical expertise to the project team.

Work experience

SENIOR BI AND DATA ANALYTICS MANAGER

SALAM MOBILE TELECOM

04/01/2022 - Current

Riyadh, Saudi Arabia

Develop and implement a comprehensive Data Analytics and AI strategy aligned with organizational goals.
Identify opportunities to use AI to improve processes and enhance customer experience.
Promote data-driven decision making and analytics integration across business units.
Lead, expand, and mentor BI professionals, analysts, and AI specialists.
Oversee the design, development, and deployment of BI, analytical, and DWH models.
Deliver insights and strategic recommendations to executive leadership and key stakeholders.
Evaluate emerging technologies while upholding ethical, governance, privacy, and data protection standards.

BI ANALYST

FLINT CONSULTING

04/10/2018 - 31/12/2021

Riyadh, Saudi Arabia

Designed, built, and published customized interactive Tableau reports and dashboards.
Translated business requirements into dashboards, ad-hoc reporting, KPIs, and executive analytics.
Worked with Dossier and MicroStrategy for CBU, EBU, and WBU reporting.
Built parameterized, drill-down, matrix, chart, and tabular reports using Tableau Desktop.
Created data marts, maintained historical data integrity, and improved processing speed using ETL models and SQL automations.
Developed Pentaho jobs and transformations and automated complex Impala, Oracle, and Sybase IQ data processes in Python.

SENIOR BI CONSULTANT

IBM

15/12/2014 - 30/09/2018

Islamabad, Pakistan

Created EDWH models, DMR/RMR models, project packages, and publishing packages using IBM Cognos Framework Manager.
Built Cognos reports, dashboards, active reports, RAVE visualizations, dynamic cubes, and PowerPlay cubes.
Developed ETL for data marts, optimized ETL scripts and reports, and validated outputs with PL/SQL queries.
Administered Oracle BI Publisher users, permissions, variables, parameters, and projects.
Projects included Etisalat Telecom EDWH, Schlumberger QP POC, HWSW Analytics, Storage Dashboard, Server Insights, and PTCL Siebel CRM Data Mart.

EXECUTIVE BI AND REPORTING

WARID TELECOM

02/12/2013 - 14/12/2014

Lahore, Pakistan

Created Framework Manager models, publishing packages, and best-practice BI model implementations.
Built complex multi-object reports with lists, crosstabs, images, prompts, cascading prompts, and conditional formatting.
Scheduled and managed Cognos access groups, bursting, PowerPlay cubes, dashboard reports, and MDX-based reports.
Migrated reports and dashboards from Oracle Discoverer 10.1 to IBM Cognos 10.2.

SENIOR OFFICER BI/DWH

ZONG TELECOM

24/01/2012 - 30/11/2013

Islamabad, Pakistan

Promoted BI tools and concepts across the organization and gathered business process requirements.
Contributed to data warehouse BI strategy, corporate DWH solutions, data quality, and governance initiatives.
Created Crystal and Business Objects reports, maintained universes, and published resources to the repository.
Developed functions, stored procedures, Framework Manager models, post-batch jobs, and PL/SQL BI solutions.

Education and training

University of Portsmouth

MASTERS OF SCIENCE IN DATA ANALYTICS

07/02/2022 - 09/02/2024

Portsmouth, United Kingdom | EQF level 7 | https://www.port.ac.uk/

National University of Sciences and Technology

BACHELOR OF INFORMATION TECHNOLOGY

01/09/2007 - 31/08/2011

Islamabad, Pakistan | EQF level 6 | https://nust.edu.pk/

Language skills

Language

Listening

Reading

Spoken interaction

Spoken production

Writing

English

C2: Proficient user

C1: Proficient user

Skills

business intelligence
data warehouse
BIG DATA
Python
R language and R studio
Oracle Relational Database
Teradata Database
Web Development with Python/Django
TensorFlow, Keras, and PyTorch
Standard HL7 FHIR
HMR
ETL pipeline design and implementation
Data Science: collection, processing, analysis, and visualization
Medical terminology, medical records, and medical insurance

Volunteering

HRMS System for Medical Camp

01/10/2021 - Current | Riyadh

Designed and deployed a Django-based Electronic Medical Records solution for a free medical camp. The system supports biannual camps serving 2,000+ patients per event with 400-500 doctors, and is also used daily for care delivery to underprivileged patients.

Projects

IHE and HL7 Enabled Medical Device Integration Framework using SOA

01/08/2010 - 31/08/2011

Implemented medical device integration within healthcare systems using a Service-Oriented Architecture. The project provided a standardized middleware interface so healthcare applications did not need manufacturer-specific device integration details.

Stroke Prediction Model

01/07/2022 - 31/12/2022

Analyzed clinical variables to identify key factors behind stroke events and predict outcomes. Random Forest performed better overall, with SVM stronger only in specific cases.

Enhanced AI Churn Prediction Model for Telecom

01/07/2023 - 05/02/2024

Built and evaluated churn prediction models for telecom customers. Light Gradient Boosting Machine delivered the best performance across evaluated models, with strong ROC and F1 improvements after cross-validation.

Honours and awards

CDMP Master

DAMA International | 04/03/2025

Certification demonstrating advanced expertise in data governance, architecture, quality, metadata, integration, strategy, and enterprise data management frameworks.

IBM GBS Service Excellence Award

IBM | 11/2016

Recognition for commitment on the Etisalat EDW project, including ETL optimization, data quality improvements, DMR reports, dashboards, active reports, and technical support for the BI Drop 2 team.

STC Outstanding Performance

STC | 10/2021

Recognition for implementing end-to-end business requirements into the technical data warehouse and designing user-friendly executive dashboards for the Group CEO and executives.

Publications

Conversational AI in customer support: Revolution or risk?

2025

Bilawal Sarwar, Joudat Irshad Hashmi | AI and Ethics | Springer Nature Publisher | Vol. 6 Issue 6, Pages 67

https://link.springer.com/article/10.1007/s43681-025-00893-4

This study explores the operational, experiential, and ethical dimensions of conversational AI in customer support. It highlights efficiency, scalability, accessibility, privacy, bias, transparency, trust, human escalation, and the value of hybrid AI-human support models.

Professional Summary

Work Experience

Senior BI & Data Analytics Manager

Salam Mobile Telecom | Full-time

BI Analyst

Flint Consulting | Project STC | Full-time

Senior BI Consultant

IBM Global | Full-time

Executive BI and Reporting

Warid Telecom | Full-time

Senior Officer BI/DWH

Zong Telecom | Full-time

Projects

HRMS System for Medical Camp (EMR)

Enhanced AI Churn Prediction Model for Telecom

Stroke Prediction Model

IHE & HL7 Medical Device Integration Framework using SOA

Certifications

Education

MSc Data Analytics

University of Portsmouth

BS Information Technology

National University of Sciences and Technology

Publications

AI in Customer Support

Authors: Bilawal Sarwar, Joudat Irshad Hashmi

Journal Name: AI and Ethics

Publisher: Springer Nature Publisher

Skills

Technical Skills

Professional Skills

Tech Stack

Tools

Languages

Honours & Awards

STC Outstanding Performance Award

STC

IBM GBS Service Excellence Award

IBM

Work experience

SENIOR BI AND DATA ANALYTICS MANAGER

BI ANALYST

SENIOR BI CONSULTANT

EXECUTIVE BI AND REPORTING

SENIOR OFFICER BI/DWH

Education and training

University of Portsmouth

National University of Sciences and Technology

Language skills

Skills

Volunteering

HRMS System for Medical Camp

Projects

IHE and HL7 Enabled Medical Device Integration Framework using SOA

Stroke Prediction Model

Enhanced AI Churn Prediction Model for Telecom

Honours and awards

CDMP Master

IBM GBS Service Excellence Award

STC Outstanding Performance

Publications

Conversational AI in customer support: Revolution or risk?

Contact Information

Location

Email

Phone

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