Management Customer Service

HAIDER SIDDIQUI

' (***) *** - ****

* **********@****.***

10+ years of extensive customer relation expertise. 10 years of IT industry experience including customer care, project management, account management. 10 + years of technical support and leadership experience. Primary areas of focus are on:

MS SQL Server, MS Access, ODBC

Web Servers – BEA Weblogic Server, IBM WebSphere 6x

Applications – Expense Management Suite, Work Force Management Suite, Databeacon and Crystal ReportsExcellent team player. Strong troubleshooting and problem analysis/resolution skills. Excellent communication skills, attention to cross-culture communication and presentation skills Exceptional customer service skills, interpersonal skill, and negotiation skills. A self motivated, dependable quick-learner who continually develops personal and professional skills. Ability to accurately estimate project timelines and deliver solutions on time. Attention to detail. Very strong interpersonal skills particularly motivational, negotiation, listening, judgment, analytic ability,

and conflict management skills

TECHNICAL SKILLS

Operating. Systems

Applications

Web Hosting

Databases

Networking

Windows 2000/2003 servers, XP, Win 7, Service packs and related hardware

Mac OS X

J2EE Expense and Work Force Management Applications

Sales Force CRM

ICare/Remedy/Bugzilla/Coign incident tracking system

MS Office Suite

IBM Websphere v5.0, 5.1 and 6.1 FP19, 21

BEA Weblogic v8.1 SP4 v9.2

IBM HTTP Server v1.3 and v6.1

MS IIS v4.0/5.0

Java run time

Crystal reports

Databeacon Analytics

MS SQL 2000/2005

Oracle 8/9

PowerBuilder 5

Developer 2000

Firewall/VPN/PKI

TCP/IP, Subnetting

DNS/Routing

PCAnywhere

LAN / WAN

Ethernet/Token ring/FDDI

Citrix Meta-Frame

Send mail/Exchange

Client/Server setup

Virtual Servers

E M P LO Y M E N T H I S T O R Y

Application Support Specialist

CyberShift/Sumtotal Systems, Toronto, ON Aug2006 – Present.

Senior Technical Analyst –

Technical responsibilities Installed, configured, maintained and supported over 100 Java hosted client environments

serving Expense Management Solutions which comprised of a SUN Java/J2EE application, IBM

Websphere 5.0, 5.1, 6.1, Bea Weblogic 8.1, 9.2, IBM HTTP Server 1.3.x/6.1, MS SQL2000/2005 and

Crystal & Databeacon reports on Windows 2000/2003 operating system and hardware virtual

server clusters.Working with Professional Services, implemented end to end Expense Management solutions for

new clients and upgraded existing self hosted clients as billable consulting services.Coordinated with clients and charge card vendors (Visa, Amex, Master Card, Diners, etc) to

implement nightly processes to generate GL output for reimbursements and to import daily

expense transactions and other nightly updates. Interface to level 3/Development for further escalations and fix patch testing before promotion to production and/or client delivery.Coordinated with third parties (charge card vendors, receipt imaging providers) and Cybershift

data center for timely completion of various implementation projects.Performed migration upgrades for various hosted sites from one data center to another SAS70

compliant data center.

Team Management/Client SupportManaged a team of four with day to day client and technical services operations especially level 1

issues, training and escalations.Managed critical and high maintenance client accounts and handled level 2 application

support issues and escalations in a high pressure 24/7 support environment.Used Salesforce (CRM) and Coign for Incident tracking and management.Weekly team meetings and prepare Activity Reports for management.Created and maintained support ticket prioritization process to help improve case resolution and reduce backlog Created and maintained customer satisfaction measurement system to better understand achievements and improvement area.Created and implemented the online knowledgebase solutions system. Managed the initial go–live process.

Maintain and ensure high quality solutions are available to customer at all time. Build key customer relationships and references. Act as customer advocate to ensure a high level of

service by manage customer escalations and SLA commitments, ensure all customers are well informed in

regards to their request towards future product roadmap.Work with the customers to determine upgrade or new release plans and additional support services.Represent the customer's perspective and interests in product enhancements, requirements and support related planning activities.Build an awareness of the customer's environment and future needs to be able to identify revenue generating opportunities.

Shift Lead help desk operations July 2004 – Aug 2006.

Millennium Care, Toronto, ON

Global Help Desk Out-tasking organization – serving over 200,000 incidents per month.

Responsible for a team of 10 analysts with diverse backgrounds and skill sets. Liaised with clients from various sectors and industries ranging from logistics to financial.Managed all escalation issues through resolution to client satisfaction.Provide weekly reports to management to keep track of current trends and performance.Conduct weekly meetings with clients to proactively analyze operational/escalation processes and training needs to identify opportunities for service delivery improvements and increase efficiency.Training of recruits in client proprietary applications.

Help Desk analyst March 2003 – June 2004

Millennium Care, Toronto, ON

Created and managed over 20,000 incidents using ITIL compliant applications such as I-Care and Remedy.Provided level 1 and 2 technical support to our clients such as XL Capital, Enbridge, Unisen, Agf, Olgc, DHL, Recall, Holcim cement etc.Contributed greatly to the achievement of service level agreements.Achieved 85% resolution in hardware, networking, client proprietary applications and common off the shelf software issues including other applications across client base.Responsible for training new and analysts on all support material including escalation flows, policies and procedures.Demonstrated leadership abilities by developing the role of go-to person and back up lead to assist with daily issues, develop and implement training material including documentation of technical material and related processes and procedures.

Technical Support Representative Nov 2001 – March 2003

Look Communications Inc, Milton, ON Answer requests for technical assistance and advice (software, hardware and services).Set TCP/IP protocol diagnostics, Internet related configuration and troubleshooting, as well as computer hardware and software diagnostics, and modem troubleshooting.Enter and document thoroughly all customer interactions in the subscriber management systemsAlways maintain superior quality service to ensure customer retention.Consultant in peripherals, networking products, and software to assist customers with their purchasing decisions.

Junior Bookkeeper May 1997-1998

HAQ and Associates, Mississauga, ONFiled GST and PST for various clients.Prepared Balance sheets and Income statements.

E D U C A T I O N

B.Sc. Computer Information Systems Nov 1998 - Oct 2001

DeVry Institute of Technology, Mississauga, ON & Calgary, ABAn intensive three year program teaching a combination of computer applications, interpersonal communications, humanities courses, and the general sciences.Academic learning environment combined with over 1000 lab hours of hands on experience in a PC/LAN environment.

Business Administration Diploma May 1997

Toronto School of Business, Mississauga, ON

Preparatory Year for Engineering Sciences, Certificate Sep 1991 - 1992

Polytechnic University of Bucharest, Romania

I N T E R E S T S and A C T I V I T I E S

Working on various new projects.Keeping up to date with new technology hardware and software related.Building/Customizing computers for friends and family.

Contact this candidate