Data Analyst
Alshame International
Total years of experience :13 years, 7 Months
• Worked on Microsoft Dynamics CRM system and web based Travel Reservation Software from testing, installation, user training to account setup.
• Worked with Offshore teams across the GCC region for staff training to information gathering for future support and training requirements and documentation.
• Worked as part of the support team to implement and execute Kuwait based project in Dubai and Bahrain office.
• Performed gap analysis for reporting requirements of the existing client between current and new system.
• Written and updated system support documents for the company management and modified them accordingly for various departments as per their requirements.
• Actively involved in development of management and client specific reports based on SQL 2005 using SSRS (SQL server reporting services) platform.
• Analysed various system upgrade methodologies to identify most efficient upgrade strategy with minimum service disruption and impact to the daily business requirements.
• Extensively tested travel reservation software, reporting bugs and requesting missing features.
• Strenuously involved in the implementation of Travel Reservation software from the test environment to live.
• Worked on several Pan European projects with some of the major Pharmaceutical clients including P&P, Pfizer, Schering Plough, Astra Zeneca and Wyeth.
• Managing offshore team of 6 data miners and developers based in Dhaka and providing them support from UK.
• Successfully implemented product ionisation of UK based projects in the off shore office in Dhaka.
• Trained the off shore production team and written hand over documentation for sever different projects.
• Oversee the client change requests and testing of the client data integrity and anomalies before client delivery.
• Tested and arranged training sessions of the Falcon production system, the software used by IMS personnel to generate MS 2000 and 2005 OLAP cubes from IMS market sales data which is loaded monthly to an Oracle database.
• Developed MDX calculations in OLAP cubes and in IMS Falcon production system using MDX and Microsoft Analysis Manager 2000
• Created client specific reports based on OLAP cubes using IMS in house developed sales analysis software.
• Integrated external client data with IMS data using in house developed data integration tools.
• Working to Service Level Agreements to track and manage all production issues and data deliveries for the clients.
• Provided 2nd line support, face to face and over the phone for over 12 different bespoke applications.
• Tested various PC platforms, Tablet PC’s, PDA’s P800, 900, 910, MS SPV C600, O2 XDA / XDA IIi, PALM, Ericsson R380s, BlackBerry 72XX series.
• Facilitated software training across Europe for up to 20 clients both internal and external to the company.
• Liaised extensively with developers, testers and other IMS offices globally to deal with support issues efficiently.
• Replicated issues on a variety of O/S platforms in particular Windows 2000 & XP under client server environment.
• Working to Service Level Agreements to track and manage all problems through to resolution.
• Familiar with Heat, Remedy and Lotus notes logging systems logging.
• Supported around 200 users globally over the phone, via e-mail and face to face.
• Worked with the Business Analysts to gather requirements and prioritised development for the next upgrades.
• Utilised my product expertise to identify potential problems and pro actively advised clients of solutions.
• Involved in writing of 5 technical documentation and 2 installation guides.
• Information gathering from European Vodafone customers for the WAP portal on 2G / 2.5G mobile network.
• WAP Portal testing during development phase using different mobile phones, hand held devices and WAP applications.
• Setting up VIP corporate client accounts to use various WAP portal services during the go live trial period.
• Logging user feedback and test results in Heat call logging system for project management team and developers.
• Impact testing new change and fixes before and after implementation of portal upgrade.
• Out of office hours monitoring of WAP portal using different mobile handsets (Nokia communicator, Sony Ericson PDA etc) provided by the company.
• Reporting any major loss of service to the back office and to the server management team.
• Checking all the major WAP information updates on daily basis for errors.
• Taking ownership of issues reported by client from beginning to successful resolution
• Provided 2nd line support for 25 UK based ISP’s, logging around 50 calls per day with resolution rate of 70%.
• Managed and administered user accounts on NT 4.0, setting up groups and adding permissions.
• Supported Exchange 5.5, created new email accounts and transferred old accounts to new sites.
• Administered Public folders, distribution lists, applied permissions, monitoring mail queues and server replications.
• Regularly dealt with Outlook 98, 2000 profile set-ups, adding personal folders and mail forwarding.
• Supported wide ranging issues on Office 97, 2000.
• Dealt with network issues, involving WINS addressing, IP Addressing, IP configuration, release and renew.
• Supported laptops including roaming profile issues, installing network cards and remote access RAS/VPN software.
• Used PC Duo for remote connection to resolve configuration, installations, updates and printer problems.
• Regularly documented IT procedures for the help desk, created training manuals for internal and external users.
Obtained my degree in computer science. My final year project was to design online hotel reservation system with additional services offered by the hotel. Upon completion of booking confirmation was sent via e-mail to the customer.