Senior Quality Monitoring Analyst
ARAMCO/Teleperformance KSA
Total des années d'expérience :21 years, 1 Mois
Joined as SAP Analyst and charted an impressive growth curve through exceptional performance to merit multiple promotions to the current position of SAP Analyst and Quality Monitoring. I was picked as one of 2012 Employees of the Year.
Key Responsibilities as SAP Analyst and Quality Monitoring (Oct '09 - Present):
• Designing and implementing strategic policies & procedures to improve the efficiency of quality control operations within the department.
• Developing/executing the plan to facilitate achievement of related short/long term business goals in the most effective and efficient manner.
• Projecting a highly professional, customer friendly facade to clients and sustained quality assessment process as a key impetus to expansion/growth.
• Providing inputs for enhancing organizational rules and regulations.
• Managing and organizing training for call center agents and conducting performance reviews periodically to maintain a motivated team.
• Maintaining and gaining in-depth knowledge of SAP and other software.
• Gathering and analyzing data pertaining to various KPIs and business parameters to plan and affect turnkey business solutions aiming at enhancing profitability of business operations.
• Drafting necessary reports and submitting the same to the top management for implementing corrective actions.
• Analyzed existing integration and developed strategies for improving the systems in compliance with the set organizational policies.
• Synchronized with the SAP training staff to deliver professional and succinct training materials for SAP functionality.
• Managed end user support and agents needs, by coordinating training required.
• Prepared research-based reports and submitted the same to the upper management for taking further corrective actions.
• Developing in-house applications using MS-Access, MS-Excel and sqldeveloper.
Key Responsibilities as SAP Analyst (Jun '09 - Oct '09):
• Provided technical support to the end users for resolving technical anomalies and oversaw troubleshooting tasks to ascertain optimum system performance.
• Maintained documents of business requirements as well as realized the same to the internal and external stakeholders.
• Assisted with the end-user documentation, process flows, specifications and diagrams to provide direction to customers, partners and professional services and support teams.
• Identify potential business threats as well as evaluated products and customer’s needs to eliminate problems and suggested improvements, escalated unresolved issues.
Highlight:
• Served as ASQA Group Leader from 1st August 2008 to 30th August 2008.
Key Responsibilities:
• Supervised and oversaw the lifecycle for major Oracle project system implementation as well as ensured escalations of the problems/issues to ensure smooth execution and elimination of bottlenecks of support services within set timescales.
• Undertook ongoing tuning of oracle database instances to enhance efficiency of applications, implemented/enforced security of all databases.
• Evaluated releases of Oracle and its tools to ensure that the site is running appropriate products and that any new product usage/release upgrade takes place with minimal impact.
• Refurbished the normal service operation promptly as well as minimized the adverse impact on business operations during the system failure and ensured the maintenance of the best possible quality and availability of levels of service within the limits of the service level agreement.
• Analyzed critical scenarios by conducting root cause analysis and established standardized processes for efficient troubleshooting of the same.
• Performed regular system checks and preventive maintenance to ensure optimum system performance.
• Ascertained standardization of set methods and procedures for ensuring rapid handling of all changes to minimize the impact of change-related incidents as well as to upgrade the day-to-day operations of the organization.
• Modified and analyzed oracle forms as well as created technical and non-technical reports relating to the systems in line with the company policies and procedures.
Highlight:
• Served as a member of SAMD (SAP Aut horization Management Division).
Key Responsibilities:
• Analyzed requirements of users of B2B (Business-to-Business) system and accordingly made requisite modifications to purchase application in SAP R/3.
• Examined performance of installed programs and executing requisite actions to rectify deficiencies.
• Superintend security and access control policies of the users by using Control-SA for different systems.
• Assisted the seniors in preparation of test environment during the testing phase of new applications as well as involved in applying some of the tests including the testing of B2B system.
• As part time employee : Office works, such as data entry, preparing letters sending faxes.
• Writing and designing reports (using MS Excel) for the five years budget plan.
• Developed a database system for generating reports.
Other Training and Certifications: • Jun '13: HDI - CSR, AlKhaleej Training Center • Oct ‘12: Strong Authentication Server / One Time Password, ARAMCO/Gemalto. • Jul ‘12: SAP E-Termination System., ARAMCO. • Jan '12: Photography Fundamentals, Focus Point. • Feb '11: SAP CRM System., ARAMCO. • Apr '09: Participated as a translator in USEG (http://www.usegtours.com), AlSalam Club, Alawamiya City. • Feb '09: SAP CRM System, ARAMCO. • Mar '07: ITIL Foundation for ITSM (IT Infrastructure Library) (IT Service Management), HP Education Services. • Mar '06: Oracle Designer, Oracle University. • Aug '05: Oracle AS Portal 10g: Build Portlets with PL/SQL, Oracle University. • Jul '05: Oracle AS Portal 10g: Build Corporate Portals, Oracle University. • Jan '04:Control-SA Administration, BMC- ARAMCO. • May '03: Development Consultant ‘ABAP Workbench, SAP AG. • May '02: Level 1 French language Saudi-French Centre.