Management Customer Service

Resume: SME Nader HannaSenior business Analyst (BA)Subject Matter Expert, Director, Domain Experts, Manager

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Related Activities:Process Analysis & RedesignSystem Solution Architectures

Project Management &TrackingManagement of Cross-Functional TeamsProject Risk & ScopeProject & Delivery MethodologiesBudgeting & PlanningCost & Resource EstimatesProfessional Experiences:Business / Systems AnalystMarketing & Communications AdvisorWeb Analytics & MetricsWeb Design & PrototypeWeb Architect & DevelopmentSubject Matter Expertise:Search Engine Optimization (SEO)Search Engine Marketing (SEM)Web Site Analytics and Measurement (WAM)Web Architecture Design and Development (WAD)Enterprise Customer Communications and Relationship Management (eCRM)Enterprise Publishing Platforms (EPP)Taxonomy & Semantic Web

OBJECTIVE:

To obtain a challenging senior business analyst role in a progressive organization that utilizes my aptitude for improving business processes, harvesting and documenting business rules, simplifying and solving complex business problems.

To assist companies and managers to design, build, and deploy rules-based applications using the business rules approach, methodology, and technology.

To lead business reengineering and business modernization consulting projects where my seventeen years of experience, and knowledge of emerging technologies can be effectively used.EXECUTIVE SUMMARY:

Senior business analyst (BA) with an extensive enterprise technical background and over seventeen years of ITC industry experience.

Demonstrated expertise with a verifiable track record of managing complex IT projects and exceeding expectations.

Practiced in clarifying business requirement, performing gab analysis between goals and existing procedures/skill sets, and designing process and system improvements to increase productivity and reduce costs.

Extensive experience in the implementation of Online Publishing Solutions, Client Relationship Management (ERM), Employee Relationship Management (ERM), and Partner Management Systems (PMS) for global publishing firms.STRENGTHS:Experience designing and building expert systems for Product Recommendation & Selection, Problem Diagnostics & Troubleshooting, Customer Service, Audit, and Web3.0RIAs Expert Advisors.eBusiness experience designing systems for Global Statutory Compliance, Tax Planning & Minimization, Entity Management, Corporate Formalities & Separateness, HQ Cost Allocation, Transfer Pricing, Billing, Revenue/Yield Management, Intellectual Property Management, Worker s Comp Claims Processing, Cruise Reservations, Commissions, Sales Force Automation, Data Warehousing, Balanced Scorecard/EIS, Sales & Distribution, and Supply Chain Management.eGov experience designing and building systems for Online Collaboration and Canadian Intergovernmental Social Networking Benefit & Government 2.0.SKILLS:Proven strategic thinking skills with excellent analytical, problem-solving, and decision-making skills.Excellent verbal, oral, written communication skills, and presentation skills.Exceptional interpersonal skills with ability to gain the confidence and respect of senior executives and proven ability to work with all levels of management, and the most senior of Subject Matter Experts.Proven ability to communicate with and work with staff at every level of the organization.Experience with Six Sigma, Project Management, and System Development Methodologies utilizing Enterprise Architecture Framework to align systems with business.Ability to work independently and organize workload with minimal direct supervision.Strong technical, management and leadership skills and a knack for finding ways to improve business processes and speed up time to market.KNOWLEDGES:Customer Relationship Management (CRM)1-to-1 PersonalizationSupply Chain Management (SCM)Revenue Management & Yield Management (RM/YM)Business Process Analysis & Business Process ModelingArtificial Intelligence (A.I.) & Expert Systems (ES)Knowledge Management & Knowledge EngineeringEnterprise Architecture FrameworkProject Management (PMBOK)Object Oriented Analysis, Design, & Programming (OO/OOA/OOD/OOP)Data Mining & Data WarehousingData Modeling & DesignSystems Analysis & Design & DevelopmentAutomated Testing & QAEliciting Business RequirementsEXPERTISE:Exceptional ability to work with world-class Subject Matter Experts in order to extract, document, and digitize their domain knowledge, business rules, requirements, decision process, and expertise.Deep content knowledge and expertise using Business Process Management (BPM), Knowledge Management (KM), and Business Rules Management (BRMS) technologies.EMPLOYMENT SUMMARYWeb Development & Online Marketing DirectorGRAPHICCA MEDIA MARKETING GROUP, Inc.

September 2007 – Present - Scarborough, ON

www.itworldcanada.com [Global Online Publishing]Business Development DirectorInternational Digital Group Egypt, Co.

January 2009 – October 2010 - Alexandria, Egypt

www.idgegypt.com [Online Technology Publisher]Web Architect & Project ManagerIT World Canada, Inc.

September 2005 – September 2007 - Scarborough, ON

www.itworldcanada.com [Online Publishing]Senior Web DesignerSoftware developer IVNCS Pearson Co.

September 2005 – September 2007 - Scarborough, ON

www.wehelpkids.com (WHK) [e-Learning Solution]Web Designer / UI-UX EngineerNational Computer Services (NCS)

March 2000 - June 2000 - Iowa City, IA

www.wehelpkids.com (WHK-IL demo) [e-Learning Solution]Web DesignerGuardian Life Insurance (GLI)

January 2000 - June 2000 - New York, NY

Intranet [Finance]Graphic DesignerDesktop PublisherBancBoston Robertson Stephens

August 1999 - December 1999 - Boston, MA

Marketing [Finance]educationS:ADVANCED TRAININGSix Sigma Systems Analysis Techniques.ABT Project Planning & Control, ABT Advanced Project Management, Advanced Microsoft Project;

Microsoft Solutions Development Discipline (Microsoft s product development methodology).Zachman Framework for Enterprise ArchitectureBusiness Rules & Business Process ReengineeringCorporate related educationCorporate Training:CMM Level II - PRS Training - Scope Creep Project

Management - Web Project Management - Conflict resolution - Leadership

and Stress ManagementDiploma:Desktop Publishing - Multimedia Design - Usability & User Experience - Online Marketing - Search Engine Optimization - Search Engine Marketingacademic educationCentennial College, Toronto / CanadaProject Management Certificate, Continued education - TBG 2011Massasoit Community College, Massachusetts / USACertificate In Business Marketing, Continued education - GPA 4.00/4.00Fashion Institute of Technology, New York / USAB. A. in Advertising Design, Graduated 1998 - GPA 3.6/4.00University of Art Education, Alexandria / EgyptB. A. in Art Education, UnGraduated 1992 - Excellent Grade - High HonorATTRIBUTESAble to work in the US without sponsorship.Willing to relocate/travel as needed Int l. Experience working in Europe, Brazil, Middle East and the USA.REFERENCES:

Excellent references provided upon request.

TOP: BUSNESS ANALYST RESUME (Manager, Director, Domain Experts)

Nader Hanna 2011

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