Business Analyst / Project Manager
Network Intelligent Payment Solutions
مجموع سنوات الخبرة :0 years, 0 أشهر
Working towards Digital transformation Initiative for the UAE government Entity.
* Interacting with the business stakeholders to understand the As-Is Process flow.
* Defining to Automate the process with To-Be Analysis
* Creating Business Requirement Document and liaison the business rules and application flow the
development team.
* Training End User with the new implemented IT-Systems
* Conducting status meeting to the internal stakeholders with the progress of the project.
* Project Details:
o Name: Digital Transformation Program
o Technology: Portal, Kiosk, Web based application & Oracle ERP.
o Domain: Judicial Department
Responsible for Understanding business requirements and operations processes,
* Prepared Business Requirement Document Use case diagrams, Process Flow Charts for OMS-
Operations Management System.
* Helped Organization to automate business process and eased daily operations activities by capturing
and implementing them in an IT-Solution.
* Providing support during and post implementation
* Developing project plans and providing project management assistance
* Project Details:
o Name: Order Management System
o Technology: Cloud based solution
o Domain: Shipping & Logistics
Responsible for functional/non-functional requirement gathering, solution mapping, requirement
analysis and preparation of business requirement documents along with the creation of the help file
for the system.
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* Preparing Functional Specification Documents deriving from Business Requirements. Ensuring
technical solutions are designed for performance, reliability, scalability, maintainability and
supportability while leveraging industry’s best practices.
* Leading & supervising the implementation of new systems and ensuring proper functioning of existing
systems.
* Providing support, coaching, and mentoring to the team members to ensure that all objectives and
commitments are fulfilled in line with expectations, agreements and standards.
* Developing dashboards using Power BI to measure the KPI’s for the Cafe deliveries. Deployed
Warehouse Management system for Cold Store, Vending Machine Spares & Automobile Spare Parts.
* Providing as-is and to-be workflow analysis. Enable Track& Trace by installing GPS devices into the
vehicles.
* Implementing Transport Management system for Route Optimization and Load Utilization of the
vehicles for the daily deliveries.
* Instrumental in setting up a call center with 2 representatives to support customer queries. Deployed
Fleet Management System for the vehicle Maintenance and Cost Analysis.
* Project Details:
o Name: Fleet Management system, Route Optimization, Warehouse management system, Sales
force & Microsoft Dynamics
o Technology: CRM (Sales Force & Microsoft Dynamics).
o Domain: FMCG & Retail Company (3PL
Gathered & defined business requirements to improve business processes, translated requirements
into systems solution, performed Gap Analysis & Solution Mapping and oversaw deployment &
installation of the Product.
* Provided domain support to the technical team and provided on-going training and documentation on
the application and its various modules.
* Prioritized and resolved high volume of client and internal user requests, in addition to performing
fast-paced installation and qualification procedures with deadlines.
* Provided guidance on the product & its requirements to the clients, extended active support during
troubleshooting of bugs/errors and updated them on the regular product related developments.
* Improved the quality of customer support and service request processing with promptness,
professionalism, communication, and solution to application & database issues and maintained
excellent client relationships.
* Allocated work to the team members, provided technical guidance to them and reviewed code &
technical specifications prepared by them ensuring quality deliverables from system analysis and
development teams. Project Details:
o Name: Smart City Project
o Technology: Mobile App, Web Portal & Enterprise asset management (Infor) & SAP Lumira
o Domain: Construction & Real Estate
Responsible for managing the ongoing operations of delivering Technical Support to North American
Consumers. Helped with strategic planning to merge other teams into the current.
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* Managed a vendor team of 16 resources, along with the day-to-day operations, targeting, supporting,
and reporting on all projects.
* Monitored daily team reports - QOS (Quality of Service), AHT (Average Handling Time).
* Worked as a Tier II Support Analyst at Microsoft Office and Outlook Support Services (MS PSS).
* Promoted to Tier II for Support Analyst. Key responsibility was to find solution for complicated
technical issues with Microsoft Office product line. Responsibility also included guiding and improving
skill and customer service skills for Tier I.
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