Maysara Hamdan

Gilbert, Arizona *****

Business Systems Analyst

• maysara.hamdan

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@live.ca

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IM maysara.hamdan

(Skype)

Link

www.linkedin.com/in/maysar

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• 480468

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9767 (mobile)

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Summary

A Business Systems Analyst with more than 8 years of extensive experience in transformational projects either from

vendor or customer side.

Around 3 years of customer experience, by understanding the operation of the actual business through intensive

rotation within the commercial and business support (BSS) departments as Business Analyst, Project Manager, Product

Development and Business Development at one of the leading Telecom Mobile Operator in the Middle East region.

Besides, 5 years of vendor experience, by actually participating in the implementation of two successful projects

within the Middle East region performing many roles such as: Business Analyst, Solution Designer, Developer,

Products Configurator, Siebel and OBIEE Consultant and Oracle BI Publisher Consultant and Developer for around 5

years in two of the main CRM industries: Telecom and Public sector.

Well organized, strong attention to details, result oriented with outstanding presentation and communication skills and

visionary problem solving and articulating work around solutions. Combines "hands-on" technical qualifications with

endless passion to new achievements.

Specialties include:

• Business Analysis.

• Business Process Re-engineer.

• Requirement Gathering.

• Solution Design.

• System Support.

Experience

Business System Analyst

H+W CONSULT MENA

July 2014 – Nov 2014 (4 months) Ramallah, Palestine

I have been responsible for communicating with the client to gather the requirements for the whole CRM

implementation project. Besides, I was responsible for Siebel Reports such as Installation, configuration, integration,

development, trouble shooting and support. On the other hand, I was responsible of integrating Siebel with the Client

Call Center System (Siebel CTI integration) by doing, installation, configuration and integration.

Main tasks:

• Gather, analyze and document client business requirements and identify process deficiencies.

• Transform Business Requirements into detailed Functional Requirements.

• Business process designing, mapping, and re-engineering activities.

• Develop functional design documents.

• Configure and troubleshoot Siebel modules.

• Configure and troubleshoot BI Publisher.

• Prepare, develop and implement module unit testing and testing strategies.

• Provide hands on implementation and configuration for various components of Siebel.

• Develop and implement report templates using BI Publisher.

• Implement new product features using Siebel Tools configuration, work flows in a Windows environment.

• Design and deliver technical solutions related to Siebel configuration or technical architecture.

• Provide input and advice regarding Siebel capabilities and functions to client.

• Perform effort estimation for various implementation and enhancement activities; meet project deliverables as per

requirements, on time within budgets.

• Provide client support by first line support, end user training and user manual development.

• Handle and manage pre and post go live support cases and bug tickets, by understand, categorize, protrize, reassign

and assure resolving the ticket.

Technical Procurement and Application Consultant

Jawwal

April 2013 – July 2014 (1 year 4 months) Ramallah, Palestine

have been working closely with the Enterprise Architect and the Project Manager to drive the project by developing

the requirements. Also, by developing the RFP document for the integrated solution (Billing and CRM). In addition, I

am managing the whole relationship with venders starting by submitting the RFP documents through regular

communications, offers evaluation, shortlisting and negotiation the financial offers.

Main tasks:

•Act as a liaison between company different department such as IT, Network, Sales and Marketing in aligning

requirements with the delivery of strategic objectives.

•Facilitate requirements and design meetings to understand and collect business and technical needs.

•Work with engineering to ensure technical specifications and final solution design meets the defined business

requirements and design.

•Identify and design new processes that may be required in support of the project, using and adapting existing

processes where possible.

•Ensure new processes are transitioned to appropriate owners for ongoing support.

•Review the proposed solution designs by the vender and match it with the business needs.

•Estimate tasks and workload to achieve deliverables and goals within time and estimation.

•While project is going on, my role would be auditing and verifying the implementer deliverables against the best

practices and the agreed solution designs.

CRM Consultant

JustCRM

September 2009 – March 2013 (3 years 7 months) Lisbon, Portugal

I have been responsible for performing all the roles based on the project scope and need, such as: Development Team

Member, Release Management Team Member, Product Configurator Developer, QA Team Member, Development

Team Leader, Post –Go Live Support Team Member, BI Publisher Reports Developer, OBIEE and Data warehousing

Developer, End user Trainer, Business Analyst and Solution designer.

Main Tasks:

• Gather, analyze and document client business requirements, change requests and impact analysis.

• Translate client requirements into technical design and functional design documents.

• Business process designing, mapping, and re-engineering activities.

• Configure Siebel Application to meet the client localization and customization requirements.

• Customize Siebel modules functionalities by Scripting (Server & Browser) and develop Workflows, business services

and UI.

• Conduct Unit testing per functionality and assure quality of coding.

• Manage release documents and hands on in versioning systems.

• Deploy releases within the different environments such as: Development, SIT, UAT and production.

• Conduct manual testing to assure that the deliverables and the implemented functionalities match the original

requirements.

• Report solution defects and bugs, record the impact of the original requirements, assign them to the development

team.

• Resolve defects and bugs by configuration or scripting based on needs.

• Develop and prepare QAT, UAT test cases for client and support the testing process.

• Develop user manual materials for the delivered solution.

• Conduct end user training sessions based on user roles and responsibilities.

• Conduct post go live solution support by manage end user tickets, track and resolve.

• Develop and implement Siebel report using Oracle BI Publisher.

• Develop and implement reports and dashboards using Oracle BIEE, Informatica and DAC server.

Business Analyst/ Product Development

Jawwal

April 2006 – April 2008 (2 years) Ramallah, Palestine

* Translate the commercial high level needs to technical and business requirements. (Sales, Marketing and Customer

Care)

* Consult the commercial and marketing departments of the features and functionalists of the current Business Support

Systems. (Sales, Marketing and Customer Care)

* Insure the do-ability of new product concepts based on the current Business Support Systems. .( Ericsson Charging

solution for Prepaid and Eppix Billing system for Postpaid, EMA for Provisioning and EMM for CDRs Mediation)

* Suggest and Design solutions for the commercial issues raised based on the technical limitations within the current

Business Support Systems. (BSS, OSS)

* Manage the Product Launch Life Cycle including: Concept, Design, Implementation, Testing, Deployment, Training

and Launch.

* Develop the Business Processes for pre-launch product Life cycle.

Certifications

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Microsoft Specialist: Microsoft Dynamics CRM 2013 Applications Specialist

Microsoft, License 10749378

March 2014 – Present

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Arab American University Jenin AAUJ

Bachelor of Science (BSc), Computer Information Technology, 3.70

2002 – 2006

Concordia University College of Alberta

Master of Computer Applications (MCA), Information System Security Management

2008

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