عمير زاهد

As a SaaS Solution Architect use PowerClerk in my current role as a Program Designer for the past couple of years for supporting client’s Net Metering instance. I’m impressed by the software, the features, the support CPR provides and I think it’s a promising software which is becoming an industry norm. I’ve been debugging the software for a variety of reasons. In doing so, I’ve had the opportunity to explore all the features this software has to offer. I’m a consultant for Energy and Renewables industry for a number of years, I’ve familiarized myself with almost all the platform available today including Oracle and SAP. I’ve also grown to become a hands-on go-to person, a subject matter expert/ advisor, for similar software like Sales Force so I can compare what advantages PowerClerk has over other tools trying to achieve similar workflow. I’m good at managing workload and prioritizing work. My team is developing forms, migrating data, enhancing communications, extracting reports, and creating dashboards. I can configure the software to represent business requirements in test environment and refine it to a point where it can be promoted in production successfully. We have experience in integrating PowerClerk data with APIs using the Postman. I’m working with different groups including offshore teams, mid level management, and have become a trusted key person for providing support for PowerClerk to anyone who needs it. I’ve also been encouraging customer services associates to start using PowerClerk to provide details to installers on their roof top solar or batteries applications that they have filled on behalf of their customers. I’ve created roles for different groups to provide the required data and an edit/ view, or admin mode. I have used Microsoft’s CRM systems as well. PowerClerk is a no code (Do-It-Yourself), and successfully took over saving costs.

• Performed installations and configurations for:
o Databases
o Business Objects Business intelligence
o Data Services
• Experience with IS-U configuration within SAP ECC for Customer Service functions.
• Understanding of the IS-U data model, specifically business partners.
• Excellent communication skills including written, verbal, and presentation.
• Worked within a team environment.
• Understanding of other IS-U modules

• Ensured a successful after go-live support of the SAP CRM ISU ECC.
• Functional Specifications and Technical Specifications
• Met all the deadlines for Functional Specifications documentation update of:
o WebUI
o Business Process Exceptions Management interface
o Contract Management
o Default Move In Date
o Automatically Reconnect a Disconnected Premise
o Modify the Move Out Date of a Forced Move Out Customer
o All Small and Medium businesses
• Expertise in implementation strategy of major requirements, Requirements definition, scope finalization, solution design, Blue-printing and risk management in helping business in conducting their day-to-day operations
• Excellent experience in Sales and Service Modules
• Expert in Master Data, Basic Functions, Transactions, Pricing, ERMS
• Excellent exposure to BP, Org. Management, Products, Installed bases
• Attended as lead weekly supply status meetings
• Assisted with Scripting test scenarios, Tested and Data efforts, Cleansing and Validations
• Strong in integration with SAP / Non SAP systems

• Provided CRM functional design solutions for customers, including full life-cycle implementation.
• Configured and implemented CRM functional modules, encompassing sales planning, order management, account and contact management, and commission management.
• Collaborated with technical, production, and design teams to create Web and e-mail campaigns and solutions. Defined technical designs and developd and implementd test plans.
• Responsible for SAP systems integration, application design, and product management for global commercial retail clients. Tasked with administering modules for customer service and support, resource planning, and service operations and management.
• Identified requirements for clients and designed appropriate business models and user interfaces (UI).
• Supplied systems analysis, interfacing, and integration with SAP CRM modules for marketing planning, segmentation, campaign management, TPM, lead management, and personalization.

• Projects: Process Re-Engineering Damage Claims, for the LOIE Customers in SAP CRM 7.0 using Aptricity and MS Excel pivot tables and concatenation tools; and Updating the SOPs
• Reporting Root Cause Analysis, Red Flag, Quality Assurance, and issues analysis; User Acceptance Testing of IVR
• PCC and Damage Claims issues analytics, and Assisting in Modifying and/ or waiving Security Deposit(s) on the LIA/ Light-Up Texas, Critical Care, VOFW customers
• Resolving Residential and SMB customers' issues related to Billing, Payment, System, etc. using SAP CRM, IS-UT
• Contract Replication, Monitoring of Data Exchange Tasks;
• Open Business Process Exceptions Management (BPEM) cases;
• Manual Monitoring/ Back Office Super screen;
• Billing Outsorts, billing plans and other billing related issues resolutions;
• Move-ins, move-outs, switches, and customer forced-out in errors ratifications;
• Installment plans, Deferrals and Average monthly billing ratifications;
• Account Balance Display, Fact Sheet and Account Summary;
• Account Maintenance, Post Documents and other miscellaneous tools
• Device Management - AMS and Manual Meters
• Using TPV, Q-Finiti, ERCOT portal, CRIP Tool, and MarkeTrak for Swaps, Move-Ins, Move-Outs, and Switches
• Siebel 7 for SMB customer contracts and Siebel 2000 for Residential contract, Legacy/ Atlas for Base market customers and CorDaptiX for growth market customers
• Using Business Objects Enterprise for accessing reports in data warehouse
• Handled Escalations for BBB, PUC and/ or Media, and other stake-holders issues

 Agile and Waterfall methodologies amalgamation expertise
 Lead a team of 10 - 20 members
 Gathered business requirements through interviews, surveys, prototyping and observations
 Developed and managed the formal Software Development Life Cycle (SDLC) methodology which includes configuration management, and requirements management
 Conducted controlled brainstorming sessions with project focus groups
 Planned and monitored appropriate staffing levels and utilization of labor, including overtime
 Prepared and delivered performance appraisal for staff
 Mentored and coached team members to further develop competencies
 Wrote full functional and technical specifications and communicated requirements to development teams
 Directed the off shore teams, tested and delivered
 Provided after go-live support
 Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results and setting department deadlines.