Customer Service Software

Mustafa Wazirali

*** ********* *****

Richardson, TX 75081

Phone: 214-***-****

E-mail: ***************@*****.***

OBJECTIVE

To obtain a position with a company as a Systems/Business Analyst where

there is opportunity for growth within the organization.

Technical Summary

Operating Systems: WINDOWS 95/98/2000/2003/NT4.0//XP, UNIX, Linux

(Fedora)

Application Tools: SAP Business Objects, Seagate Info-Crystal Reports,

Crystal Enterprise- Web intelligence, Ad Hoc -Reporting,

Avaya CMS, Nortel, Aspect and Kronos Reporting.

Database: MY-SQL, SQL Server, Oracle and Domino Database

Software: MS Office, Adobe Acrobat, Outlook, MS Excel, MS

PowerPoint, MS Access, Visio

Professional Summary

* Managing and supervising Off Shore Sites and Accounts

* Managing and supervising the integration of newly acquired companies

* Experience in developing complex business reports with multiple data

sources using Business Objects Full Client, Crystal Reports and Excel

* Experience in data analysis, requirement gathering and working

directly with end-users in a business intelligence environment

* Solid understanding of all phases of project development lifecycle

* Effective analytical and problem solving skills

* Excellent verbal and written communication skills

* Strong experience in cross- platform software and applications using

Win 2000/2003/XP/ME/98/95 operating systems, Seagate Info, Crystal

Enterprise, Business Objects XI configuration, and troubleshooting

* Working knowledge of Oracle 8i, 9i and SQL 7.0, 2000, Lotus Dominos,

Access, Remedy, MSDE, AD and LDAP security.

* Extensive experience in installing and troubleshooting of networks.

* Knowledge of HTML/ASP, JAVA, IIS, Apache, and Web E-reporting, AD HOC

Reporting.

Professional Experience

EXPERIENCE

Stream Global Services, Richardson TX

System Analyst / Business Analyst Aug 2005 -

Current

* Work with various Area Managers, to define reporting requirements and

create reports to meet their specific business requirements, e.g.,

Adhoc Reports, Attrition Reports, and Time Management Reports.

* Work with external Business Managers and Directors to integrate

reporting systems of newly acquired businesses with standard

reporting protocol.

* Reduce manual reporting and optimized auto reporting production based

on ACD/Data warehouse

reporting systems requirements.

* Develop reports based on CMS (Avaya) data to assist Business

Directors and Team Managers to analyze metrics for increased quality,

production and maximum revenue.

* Manage projects from start, development, and market entry and price /

position strategy through the whole product life cycle.

* Monitor project progress and provide project status to management for

call center ramp- ups and ramp- downs.

* Recommend and implement reporting changes within and beyond the scope

of assigned responsibilities

* Provide feedback to Business Directors and VP on a daily basis.

Software Spectrum, Richardson TX

Crystal Enterprise Administrator/ Tech Lead Oct

2000 - Aug 2005

* Support high visibility (Fortune 500) corporate accounts

* Provide software solutions and consulting services

* Install/uninstall Upgrade Crystal Enterprise

* Provides technical support for all Crystal Decisions reporting

applications for two or more operating system

* Using Crystal Reports web technology for E-reporting

* Configured IIS, Apache web servers for Web reporting, ODBC drivers

and connectivity for Databases, MSSQL, Oracle, Network

* Troubleshooted ActiveX and Java issues

* Participated in training activities to provide a high degree of

service and meet customer service goals

* Created and ran internal and external customer specific reports

* Analyzed data, and maintained schedule of reoccurring customer

reports

* Ensured that all customers' reporting was completed in a timely

manner and according to specifications

* Researched and developed ways to minimize reporting while maximizing

reporting information

* Served as an information resource for others on the reporting

database

* Provided customer service for existing and new customer reports

Software Spectrum, Richardson TX

Technical Lead (Windows NT 95/98) April 1999 -

Oct 2000

* Served as a technical resource by providing second level call

escalation support to technology support analysts

* Ensured the effectiveness of hardware and software resources to

ensure the effective delivery of problem resolution

* Repaired, installed, configured, upgraded, and set up computer

hardware stations

* Evaluated the quality of service provided by analysts

Software Spectrum, Richardson TX

Resource Analyst (Windows 95, 98) May 1998 -

April 1999

* Troubleshooted issues with setup and operation of Windows 9x based

operating systems, Peer-to-Peer and Server Based networking issues

* Configured and installed scanners, modems, printers, SCSI, IDE hard

drives, monitors, network adapters, digital cameras on Windows 95/98

OS

* Troubleshooted and setup dialup networking, internet explorer,

Netmeeting, internet connection sharing, outlook and other mail

clients.

EDUCATION

University of Central Oklahoma Edmond, OK

Bachelors in Business Administration May

1993 - July 1997

CERTIFICATIONS

Crystal Decisions / Crystal Enterprise

Microsoft Certified Systems Engineer

ACHIEVEMENTS

Exceptional Employee of the Year 2003

Superstars Award 2001-2009

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