Senior Systems Anaylst
Opentext
Total years of experience :17 years, 8 Months
Performs analysis and makes recommendations in areas that require a high level of technical competency
Designs data bases and data dictionary criteria.
Performs a variety of complex programming tasks, such as designing, documenting, and coding program logic.
Provides technical training, guidance, and resource support for end users and Departmental staff.
Provides application support and enhancements to existing applications. Defines system requirements, priorities, and viable alternatives. Coordinates the efforts of staff to locate, assess, install, test, and maintain computer software systems. Coordinates conversions and upgrades to vendor systems.
Performs as a project lead and directs systems analysts. Provides leadership and coordination on projects assigned to systems analysts.
In addition to all accountabilities of the Systems Analyst position, assumes greater leadership role, utilizing broader knowledge and high level technical skills.
Assists in developing user documentation and departmental policies and procedures that impact the use of application systems.
Continues to develop professional skills in the information systems and health care fields through trade magazines, manuals, seminars, and courses. Assist sin training analyst staff.
Performs complex Senior Systems Analyst duties on a regular and continuous basis.
Representing OpenText acting as first point of contact for all technical inquiries regarding BI and its integration into external environments.
Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
Showing an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
Acting as a key point of contact for customer follow up and incident management, while maintaining ITSM with updates and resolution.
Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
Contributing to the knowledge base by authoring and editing articles to share current information with team members.
Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
Providing all level technical support to customers onsite, over the phone and remotely
Office 365 Implementation Project lead and desktop and system administration support
Ability to convey technical solutions in a clear and concise manner
Installing and configuring computer hardware systems and IT software
Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail & face to face contact
Quickly responding to customer enquiries and concerns
Escalating unresolved problems to another support staff
Taking ownership of problems and tracking them to a successful conclusion
Raising & maintaining incident tickets and problem records
Continuously reviewing performance against Service Level Agreements
Analyzing call logs to spot trends and underlying issues
Producing documentation and reports to a high standard
Testing and evaluating new technology
Setting up new users' accounts and profiles and dealing with password issues
Maintenance & management of the Critical Windows based Server Environment
Working on Active Directory and controlling IT user accounts
Supporting a multi-location IT infrastructure for several hundred users.
Tier 1 and Tier 2 Support - Top clients are Rogers, Hydro One, Alliance Films, Shaw Media and eHealth Ontario
Assisting non-technical users (majority they were very basic users) with computer troubleshooting including internet connectivity issues, virus removal, email and antivirus problems and operating system errors.
Create and update ticketing system (HP Service Manager) 10 to 40 tickets daily
Manage and maintain the Monitoring Systems (emails and devices)
Setup and maintain IPT Telephony based products including Call Manager, Unity/Connection, UCCX (MACD)
Fault handling and escalation (identifying and responding to customers and networks, liaising with 3rd party suppliers, handling escalation through to resolution)
Maintaining hardware serial audits, writing custom monitoring plugins and configuring bespoke graphing
Facilities maintenance (monitoring and management of air-conditioning, UPS, generators, power usage, running health and safety and housekeeping)
Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
Development of knowledge and skills in network and system administration, particularly with regard to FlexITy own architecture and platforms.
Designed solutions for the betterment of productivity and efficiency of the business and accountable for the clear definition of requirements and an understanding of the business objectives and requirements of a project or enhancement
Responsible for identifying, documenting and analyzing business requirements and translating business requirements to system requirements under minimal supervision
Developed internal MS services and processes that were delivered to all the departments
Understood business process management and business requirements and translated them to specific software requirements, understanding the technical designs as well as the specifications
Conducted requirements review meetings and evaluated the information gathered through workshops and surveys, business process description and task analysis
Planned an approach for defining, documenting, categorizing and packaging requirements and then presenting the documents for approval by stakeholders such as business leads, system designers and testers
Assisted NOC Team in monitoring and analyzing events, responding to customers inquires
Tier 1 and Tier 2 Support for Internet Service Provider in UAE called Windstream as well as Rogers Canadian internet users
Create and update tickets (Web based Ticketing System) 10- 25 tickets daily
Troubleshoot and resolved customer issues remotely based on established procedures defined with the corporate client
Assisting non-technical customers (majority they were very basic users) with computer troubleshooting including internet connectivity issues, virus removal, email and antivirus problems and operating system errors.
Provided excellent customer service experience for each customer
Logged and tracked inquiries using a problem management database and maintained history records
Assist the director in the day to day duties of the project and act as liaison with subcontractors
Work closely under the guidance and direction of the director to fully implement new system for our clients
Assist in plan and spec analysis in order to provide a clear, trackable and coordinated interpretations of the system
Research and recommend solutions to design document problems, including conflicts, interferences and errors
Maintain accurate and up-to-date logs and obtain quotations for Notices of Change
Coordinate submittals and procure all close-out documents
Monitor field work, including contract work, to ensure compliance with company standards, procedures, specifications and codes
Conduct quality control activities in accordance with instructions, inspection programs, using specified control measuring and testing
The company specializes in residential sales and lettings worldwide and provides expert advice in professional valuation, block management and property surveying spheres.
Responsibilities :
• Handled all office affairs as the sole manager in command, manning operations and reporting to the head office on a weekly basis.
• Oversaw all issues pertinent to office setup and management right from liaising with office furniture vendors, Etisalat, IT, legal, and other parties to ensure office roll out was as per schedule.
• Coordinated with the marketing department in UK to make sure that all branding processes were conceived and finalized in line with the corporate strategy.
• Spearheaded penetration initiatives into an elite portfolio of VIP and private developers in addition introduced the company to prospective clients and explored possibilities for future business.
• Managed the functional requirements of the sales & leasing office, additional satellite offices in Abu Dhabi and oversaw end-to-end recruitment processes for sales staff.
• Mentored the sales team towards achieving optimum performance, monitored sales activities, tracked progress against objectives and implemented corrective action as necessary.
• Devised the sales and leasing strategy and action plans in conjunction with the Operations Manager for Abu Dhabi, as well as for each individual consultant.
• Interpreted buyer demand factors and provided feedback to the management. Ensured the efficiency of after-sales delivery to clients in addition to managing the Call Centre service provider.
• Gauged prospects feedback and ironed out any service issues through a continuous service optimization initiative in addition to supporting the finance and administration function through streamlining documentary flow.
The company is among the top real estate specialists in the UAE with services spanning across a wide variety of industry laterals.
Achievements :
• Successfully achieved and surpassed sales target for 2008 at AED 250 M in addition to the target of the last QTR '07 from that of AED 216 M to an increase of AED 61 M over and above targeted figures.
• Formulated sales objectives and forecasts and served as an instrumental source for market intelligence which played a key role in shaping customer strategies for the years 2007 and 2008.
Responsibilities :
• In charge of migrating from non-automated system to Microsoft CRM including implementing and testing phases
• Displayed and explained salient features of various commercial, industrial and residential properties to prospective clients and provided recommendations regarding available options.
• Coordinated appointments across sites with clients, showed homes to prospective buyers, performed need analysis and conducted client profiling to match properties that were compatible with buyers needs and financial resources.
• Prepared and oversaw all documentation formalities pertinent to representation contracts, purchase agreements, closing statements, deeds and leases.
• Evaluated mortgage options to help clients obtain financial loans at the best prevailing rates and terms, contacted property owners and advertising services to solicit property sales listings.
• Developed relationships with attorneys, mortgage lenders and contractors to whom clients may be referred and pioneered a cross referral system in addition to promoting sales of properties through broad media services.
• Reviewed property listings, trade journals and attended exhibitions, conventions, seminars and association meetings to keep abreast of real estate market developments.
The company was established in 1995 and has grown into one of the most successful residential, leisure and commercial developers in Dubai and the Middle East, and is expanding rapidly into North Africa, Jordan, Lebanon, Qatar, Saudi Arabia and the Far East.
Achievements :
Nominated among 17 Offices around the world for:
• Team with Best Team Work and Professional Conduct - Jan '05
• Sales Executive with the Best Professional Conduct - Feb '05
• Sales Executive as Team Player - Apr '05 & Jul '05
Responsibilities :
• In-charge of testing and migrating to ERP system before it was launched.
• Conducted market analysis, gathered information on market trends, competitor strategies, market fluctuations and aligned strategy in line with the same.
• Evaluated and negotiated partnership terms and conditions to recruit real estate agents, oversaw execution of sales initiatives and provided them with incentives as per contract.
• Ensured the execution of streamlined processes right from contacting prospective client through negotiation till the issuance of property and followed up on documentation and payments.
• Developed and maintained business relationships with existing customers whilst striving to identify potential ones to build referral networks.
• Implemented marketing campaigns and business strategies for new launches, developed media and advertising strategies including ATL & BTL activities to build brand identity.
• Identified primary thrust areas of business through market surveys and analysis, implemented strategic marketing and business development measures to optimize sales, volume distribution and customer service.
• Consolidated existing client data with a view to optimize services and participated in exhibitions and road shows.
Responsibilities :
• Maintained the company's electronic address system and provided secretarial support including typing and preparation of proposals in addition to making travel arrangements, booking hotels and hiring cars.
• Ensuring adequate stocks of stationery & office supplies are available, assisting the PRO with issue of licenses and visas, chasing customers on outstanding invoices amd maintaining all office periphery.
• Oversaw activities of technical administration, QHSE documentation, monitored and documented inventory data of engineers' tools.
• Handled all administration related to the overhaul of Solar manufactured equipments, received customer requests, setup electronic files, dispatched acknowledgements and liaised across regional and head offices.
Responsibilities :
• Prepared trademark applications, invoices and coordinated with the trademark office, updated database amd informed clients about their application status.
• Assumed responsibility for company trade mark registration and ensured registered rights are not prejudiced in addition to expediting renewal of trademark certificates.
• Coordinated and maintained correspondence and communications, ensured internal information flow and coordination with associates.
Responsibilities :
• Catered to client's hardware and software related issues along with management of WANs, LANs, VPNs, firewalls and remote access connectivity.
• Maintained adequate records of help and support progress in areas of applications, hardware, office support and call management.
• Organized and supervised the activities of subordinates to ensure that all work within a specific area of IT Help Desk activity was carried out efficiently.
Bachelor of Business Administration Management Information Systems