- 28 Smith St. Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

ERP-SAP/ Business Analyst Software Licensing Analyst

Quality Assurance Analyst IT support

Qualifications Profile

    Highly self-motivated and results-driven IT professional with more than 10 years providing high-performance technical sales support, customer service, account management, project management, and technical support in the IT business solutions and call center industries/

    Detail-oriented, analytical and methodical with critical thinking to strategize solution in addressing work issues even under stressful work conditions.

    Flexible and adaptable with quick learning abilities to reach high productivity levels in fast-paced work environments and new or demanding assignments.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities.

Key Expertise

IT Project Management

    Concurrent Project Management

    Systems/Business Needs Analysis

    Agile /Scrum Methodologies

    PERT/CPM Charting

    Systems Install & Divestment

    Systems Development & Prototyping

    Systems Migration, Conversion, Integration & Integration

    Project Progress Documentation

    Project Budget Management

    Post Implementation Support

Systems Administration

    Strategic IT Planning Support

    Technical IT Sales Support

    Computing Resource Management

    Materials Management

    Data/Network Center Operations

    Disaster Recovery Administration

    Network Infrastructure Administration

    Systems & Network Administration

    Technical Service Support Management

    Relationship Management (Customers/Users, Stakeholders, Public, & Suppliers)

    Process/Workflow Improvement

    Continuous Quality Improvement

Technical

    OS: MS Windows (Recent Versions)

    ERP: SAP/R3 (FI/CO, SD, PPC, MRP, & CRM Modules)

    DBMS: Oracle

    Programming: ABAP, C++ - C#, Java, IDE: MS Visual Studio, Borland, & MySQL

    Systems Admin: Symantec, VMWare

    Productivity Tools: MS Office (Word, Excel, OneNote, Outlook & PowerPoint)

Professional Experience

Ovex Technologies (Subsidiary of En Pointe Technologies, LLC, acquired by PCM, Inc.)

    Provided vendor management support for one of the premier reseller of hardware, software and integrated services provider in North America with clients like Lifeboat Distribution, Arvato, Alternative Technologies, Arrow, Microsoft Select Plus program, & LANDesk/Lenovo.

    Served as backup providing IT consultancy support for 3^rd tier accounts like Oracle, Symantec, Microsoft, The Douglas Stewart, SHI Technologies, Synnex, Sophos, Altova, DLT, Quest, and Managed Engine, as well as Federal and State agencies and academic institutions.

    Assisted marketing and sales in providing account management support for Ingram Micro, Microsoft Select, Microsoft Select Plus, Microsoft Select Plus Media, and Microsoft EA.

    Oversaw contracts management & sales order creation and processes involved handling respective module.

    Negotiated and closed client orders completed by invoicing customers as well as processing returns or cancellations if requested.

    Collaborated with Data Management Teams to update parts & price per revised price sheets provided by Vendors.

    Coordinated with the EDI Team to re-transmit data to vendor in case of failure, and with the accounts payable team to generate invoices to Customer & Vendor per Order status.

    Improved inter-Departmental processes, streamlining business transition from En Pointe Technologies to PCM Inc.

    Created documents on Symantec Account Management thereby improving efficiencies between Sales & Licensing Departments on different Accounts.

    Promoted from Software Licensing Analyst (Procurement).

- 28 Smith St. Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Professional Experience (continued)

Infospan Technologies

    Responsible for managing a range of Desktop and network infrastructure installations, providing tier 2 support for multiple remote locations on issues escalated from the helpdesk, including executive support.

    Collaborated with other departments at remote locations to ensure computer systems were adhering to functional specifications and business support.

    Provided system administration to users of MS Windows XP and 7 covering primary technical support for desktop, phones & Wi-Fi devices and managing desktop applications (MS Office) as well as wireless connectivity, VPN, & Video conferencing technologies.

    Provided tier 1 and 2 technical support for telecommuting/home office computer issues.

    Manage hardware and software inventory, MFP inventory, IP Phone installation, voicemail setup, and general office automation equipment.

    Improved network cabling infrastructures and developed processes and documentation for the helpdesk.

EkalSoft

    Started as assistant to the Software Developers Team in C++ programming working on various IT projects for clients and in-house requirements.

    Promoted to current position to the Quality Assurance team after just 1 year of tenure.

CabCall International Ÿ Chicago, IL

    Provided customer service addressing inbound calls from customers ordering Cab services from different parts of the Greater Chicago Area

Craigslist Project (third party)

    Provided customer service to small businesses in addressing and resolving post-marketing issues on Craigslist.

Education & Credentials

NATIONAL UNIVERSITY OF COMPUTER & EMERGING SCIENCES Ÿ Islamabad, Pakistan (2008)

B.S. in Computer Science

Professional Training & Certifications

    Microsoft Licensing Fundamentals (Mar 2013)

    Licensed Windows Server 2012 (Mar 2013)

    Licensed Windows 8 (Mar 2013)

    Private Cloud licensing (Mar 2013)

    Licensed SQL Server 2012 (Mar 2013)

    Licensed Office 2013 and Office 365 (Mar 2013 )