Project Management Customer Service

FAIZAN UR REHMAN

**A Yorkshire Drive, Guilderland NY, 12085

843-***-****, ***************@*****.***

OBJECTIVE

Business Analyst along with Electrical Engineering degree graduate with multi-disciplinary writing and publishing experience and project management training that possesses a strong desire to succeed, demonstrated leadership skills and multi-tasking ability seeking a position within a leading organization with advancement potential.

EDUCATION

GRANTHAM University, USA

Electronics Engineering Technology

COMSATS (CIIT) Islamabad, Pakistan August 2010- May 2014

B.S. in Electronics Engineering

Project management training

Technical Writing training

Business Management training

F.SC (Pre-Engineering) August 2008 – May2010

PROFESSIONAL EXPERIENCE

Maximus NYSOH, Albany NY

Verification documents administrator January 2017 - Present

The importance of this role of a Verification documents administrator is because of the verification of highly confidential personal documents of the people which always must be protected, and processed through secure channels. Did all the tasks in a timely manner to meet the deadlines. Managements feedback helped a lot in boosting up the quality and speed of the work we do. The constant update of work instructions and fast alerts were the challenging part which required fast pace in the processing of the tasks within management given deadlines.

Performed the quality control role as a Verification documents administrator, and under the quality check of Quality Control department (QC), performed all the (HSDE) processed tasks in the form of faxed or scanned copy from clients.

Followed HIPPA rules in all the time as Maximus affiliated with New York State of Health (NYSOH).

Retrieved the imaged documents and accounts from the Marketplace using information provided within the task.

Researched the information on the document(s) and compares that information against the application to determine if the document validates the application data.

Generated notices to consumers who need to take follow up action.

Determined if the document or account needs to be escalated to research or account review for further work.

Determined if the document or account need to be given to DOH to work and created a manual task.

Met all performance requirements associated with Eligibility & Enrollment processes.

Performed other duties as assigned by management.

Typed and processed material in an expeditious manner

Performed comfortably in a fast-paced and deadline-oriented work environment

Successfully executed many complex tasks simultaneously

Worked as a team member, as well as independently

Followed instructions and performed repetitive tasks.

Grainger (TCS), Chicago IL

Business Systems Analyst March 2016 – December 2016

The Basic Responsibilities were for the maintenance and quality of existing products information to ensure complete and accurate information in one central repository (STEP). To support business initiatives related to changing product information while maintaining the data integrity and hierarchy structure. Performed content activities such as data analysis, editing, applying updates resulting from normalization, technical content support and other functions related to content issues along with ensuring the consistency of product information. Executed and comply with data integrity rules. Participate in improvement opportunities and provide constructive feedback. Cleaned and maintained the data based on business priorities and using defined processes. Participated in PI team projects that supported business priorities. Work with peers and various Business partners supporting business initiatives. Addressed data content, consistency and Hierarchy issues and analyze the best way to implement within the Hierarchy Structure. Executed additions, changes and deletes to the Category/Hierarchy Structure Support PLE and BU Add activities as necessary Auditing product information for accuracy and consistency Manage assigned projects to completion. Responded and took action on Click & Find Feedbacks.

Worked on a primary project of an Inside sales tool named Cross Reference (X-ref), along with the team of a Project manager, a team lead, a QA, one UI designer and 5 programmers.

Worked from the initial operations of Phase 3 up till phase 5. In Third phase this tool was being used by the specialist within the company to gather a customer provided spreadsheet which contained a list of hardware products which they need. This tool Cross references all the products automatically with the products on the Graiger.com and other products were being manually matched by the specialists through different search functions.

Performed successful Business Demo’s after the first two sprints of phase 3, where the accuracy of the auto match of the Search function was raised from 50% upto 85% which increased the production and lowered the time for specialist on certain task.

Further phases revolved around the physical appearance of the tool in order to make it productive by decreasing the number of clicks by the specialist while production.

Worked closely with the UI designer to gather the Business requirements for having the tabs and windows of the tool to be transformed into a sleek and efficient design.

Worked extensively in Data Analysis, Data Requirement Analysis and Data Mapping for ETL process.

Created test scenarios, test plan and test cases for functional testing.

Facilitated monthly user group meetings with business stakeholders.

Planned and defined system requirements to Wire Frame with Use Case, Use Case Scenario and Use Case Narrative using the UML (Unified Modeling Language) methodologies.

Developed a thorough and repeatable software requirements methodology utilizing the Rational Unified Process (RUP) and Unified Modeling language (UML).

Extensive success in translating business requirements and user expectations into detailed specifications employing Unified Modeling Language (UML) in an SOA environment

Assisted the PM in developing Use Cases and project plans and also managed changes to the scope of the project.

Involved in requirement gathering including interviews, brainstorms and meetings with stakeholders and created requirement specification document.

Strong project management skills including planning, scheduling, monitoring and budgeting with experience in requirement gathering, gap analysis, risk analysis, effort estimation etc.

Create client user guides and training materials for a customized web based application covering all aspects of using the application as well as OLAP cubes.

Assured that all artifacts are in compliance with corporate SDLC Policies and guidelines.

ScrumX, Charlotte NC

Business Systems Analyst (Remote) March 2015- March 2016

The project was to re-design all the pages of Walgreens including Home page, Cart, Checkout, Shipping, Payment, Family registration, Pharmacy pages etc. The new ATG platform will enable Walgreens to manage the entire customer experience from the retail store to the Web site. . The goal was to implement ATG commerce, an e-commerce platform. ATG’s technology uses relational behavioral modeling logic to recommend merchandise and content to customers, driving a more personal and relevant online experience.

Interface with corporate stakeholders on business requirements affecting an internal web based business application, external company website application.

Wrote test cases and test scripts for the User Acceptance Testing UAT.

Directly managed multiple projects involving multiple team sizes. One of the key projects using SCRUM development methodology handling highly sensitive data. Recommendations established new firm wide coding and testing standards.

Experience with data mapping for migrating the commerce website from the old platform to ATG.

Worked with the core team to design business requirement collection approach based on the project scope and SDLC Methodology.

Gathered and documented requirements through personal interview, brainstorming sessions and JAD sessions.

Worked on Agile Methodology. Created and managed a backlog of clearly defined and prioritized user stories.

Worked closely with the Digital Marketing, E- commerce, and Strategic Partnership teams to identify business questions and drive campaign growth.

Participated in creating FRD, supporting Use Cases, Process Flow, Use Case and Data Flow diagrams.

Used SDLC (System Development Life Cycle) methodologies like the RUP and the waterfall.

Worked with the internal e-commerce and web development teams to design the most cost-effective e-commerce solution to meet the business objectives.

Responsible for development of functional specifications and written agile stories.

Experience working in tools like Jira, Confluence, wiki.

Decompose high level concepts and requests into epics and user stories that are consumed by agile teams across multiple

parts of the organization that directly lead to on-time deployments through agile release planning efforts.

Enhanced Web Design/UI Experience for e-Commerce according to customer requirements.

Worked with MS project, MS Word and MS Excel.

Provide innovative IT, business & e-commerce solutions to perspective and existing clients.

Responsible for creating business work flows and processes and creating management reports based on the business rules and the business case analysis.

Involved in Requirement analysis along with the creation of Use Case Scenarios and modeling of the business and application using RUP and UML.

Involved in the preparation of Functional Requirement Document (FRD) to capture all functional requirement for above mentioned tracks.

Creating detailed test cases, contributed to testing and results analysis and documented all programming and systems changes.

Created business requirement document (BRD), and Requirement document.

Assured that all artifacts are in compliance with corporate SDLC Policies and guidelines.

Tools:

Process/Model tool/IDE MS Visio, Rational Unified Process (RUP), Rational Rose, Rational Requisite Pro, Test Management, Doors, Class Diagrams, Use Case Diagrams, SequenceDiagrams, Activity Diagrams,

Desk top software MSOffice, MS Word, Power point, Adobe Acrobat, Ms Project 98/2000, Crystal Reports

Project Management MS Project (PERT, Gantt charts), Excel spread sheets

Windows 7, MS office, Visio, MS Word, MS Power Point, E-Commerce, ATG, Agile, Java, UML, Jira

MS Word,Excel and PowerPoint,Visual C++, MPLab, Proteus ISIS Designing, MatLab Simulation,

Windows 7, MS office, Visio, MS Word, MS Power Point, E-Commerce, ATG, Agile, Java, UML, Jira and Oracle, PL/SQL, and UNIX.

Global Linking Solutions,

Charlotte, NC January 2016-august 2016

Broadband Operator tech.

Performed technical problem resolution, in a high stress environment, including analysis, trouble isolation and repair.

Duties included acting as a Customer Advocate in a 24x7x365 Network Operation Center.

Performed proactive monitoring, configuration management and fault resolution of assigned client networks. Additional responsibilities included, Customer Advocate duties while maintaining a positive and professional manner always, during high stress situations. Took calls and provided status from and to customers on a regular basis.

Worked in conjunction with internal and external resources to the company technicians/engineers to troubleshoot and resolve customer's issues.

Had direct interaction and escalated troubles internally and externally on behalf of the customer.

Maintained workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data.

Worked tickets on a routine basis and requested support of others as need.

Contributed to realizing departmental company goals and objectives

Other duties taken as assigned in the form of special projects such as generating spreadsheets to record weekly and monthly performance of team.

Performed Trouble shooting with the Cisco modems and routers through calls on site.

Managed the flow of trouble tickets throughout the time assigned.

Assigned technical dispatches for the certain necessary sites.

Satisfied customers for any problems regarding Cisco routers provided by GLS.

Home Depot, Charlotte, NC

Electrical Associate December 2014 – January 2016

Lead daily inventory management and management service needs in a ware house environment.

Promptly attend to all customer needs and always put customers first

Accountable for all accounts receivables during shift; update inventory sales system; balance

damaged and useless products for low probability of shrink in monthly sales plan

PLS Check Cashing, Charlotte, NC

Service Associate December 2014-December 2015

Manage the store and provide valuable customer service and administrative activities

Assure accuracy of all records and managed their computer system

Managed customer service and performed regular compliance checks, particularly safety.

TechPakora, Technetspark, MobilephonepkSanagifts, Partygalore, Islamabad, Pakistan

Content Writer, Licensed Publisher September 2010 – September 2012

Lead writer for most reviewed telecommunication articles for local and international tech-blogs

Worked as a freelance writer for international publishers and had admin rights to manage various blogs

Editor and publisher for two leading Smartphone based blogs, article writer for laptop computers reviews

ZTE (Zhongxing Telecom) Islamabad, Pakistan

Engineering Project Management Intern January 2012 – January 2013

Performed financial analysis for $1000 Implementation Project

Part of ZTE team associated to upgrade it to 3G and 4G telecommunication projects

Worked with the operations team for combining the efforts of ZTE and PTCL employees for accomplishing

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LEADERSHIP EXPERIENCE

Lead Organizer for CIIT Futsal Tournament

Sports Head for CIIT Evolution Society, Departmental Basketball team Captain, Girl’s Team Coach

Co-Head Organizer for inter-universities parliamentary debates

Assistant Organizer at COMSATS Charitable Seminars

AWARDS

Microcontroller Interfacing CIIT Islamabad, Pakistan

PROTEUS ISIS Designing, Distinction in prototype designing CIIT Islamabad, Pakistan

SUPARCO Student projects, achieved A+ grade in designing of Speed and position controlled Spy Car

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