Sign in

Application Support Analyst

Bolingbrook, Illinois, 60490, United States
January 02, 2018

Contact this candidate

Muhammad Khurshid

Bolingbrook IL *****

Phone: (773) ***-****



Technical position with 10 years of a consistent track record of providing primary technical resource for the field sales force. Expertise in actively driving and managing the technology evaluation stage of the sales process, working in conjunction with the sales team as a key technical advisor and liaison to production staff. Innovative professional with proven ability to identify, analyze and solve problems to increase customer satisfaction and control cost through expertise in the following areas:

Program Development and Management

Client Training and Management

Product Design and Development

Cross Functional Team Leadership


Personality Skills

Effectively produced proposals that were compelling to prospective clients and can be successfully accepted by the development department

Expert in technical experience with strong written communication skills to clearly describe a project with respect to both business and technical users

Effectively assured complete customer satisfaction through all stages of the sales process by establishing and maintaining strong relationships through timely communication

Expert in maintaining an ongoing understanding of the capabilities of the production staff

Excellent in managing, mentoring and coaching technical and business team members

Effectively training, motivating and mentoring onsite and offshore junior managers and developers

Effectively addressing all project related issues and problems in a timely manner and manages day to day operations

Research and keep up to date with new technologies and industry trends in the areas of design, layout and usability and initiate the implementation updates as needed

Experienced with business process re-engineering including gathering and documenting requirements, documenting workflows and developing ERP specifications for the development teams


MS Computer Science Northeastern Illinois University, Chicago IL 2003

MCSE Certified


Application Support Analyst

Blue Cross Blue Shield Association 2012 – Current

I was responsible for managing tickets day-to-day during normal business hours. My role was the first line of defense for all reported production issues and work with support teams to deliver timely solutions. My responsibilities also included the following:

Provides communication to customers concerning the status of Incidents, SLA, Service Requests, Events and Changes.

Participate in department wide initiatives such as the strategic business plan.

Work with third party vendors to troubleshoot, and correct issues with hosted solutions.

Write and update standard operating procedure documentation.

Participate on project teams as IT Subject Matter Experts.

Ability to recognize, troubleshoot and resolve technical problems.

Strong customer service skills/focus with very good oral and written communication skills.

Identify opportunities for automation and operational efficiencies.

Experience with reporting systems including Service now, SQL Server, MS Excel

Ensure SLAs are on track

Produce KPI metrics for business team and product owner

Work with senior team members to ensure team visibility to ongoing issues

Lead less experienced team members

Application Support Analyst

Emicor Inc. 2010 – 2012

The application is a complete web based ERP Solution for Beauty and Salon industry. My responsibilities included the following:

Manage Program or Administrative projects including implementation, development, enhancements and reporting

Maintenance and enhancement of existing software applications

Analysis, design, implementation and testing of new software applications

Feasibility and cost benefit analysis

Integration of data from various platforms

Oversight of system specifications, procedures, and documentation

Develops and supports applications as directed by the Assistant IT Director, Applications and Programming.

Position may require occasional evening or weekend hours, but primary workload involves standard business hours during the work week (8-5)

Clearly, concisely, and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiences

Technical Project Manager

Auto Dealers Solution Inc. 2010

The application is a complete web based CRM Solution for Auto Sales industry. My responsibilities included the following:

Identify, document, and respond to risk with mitigation, contingency, or other risk response plans.

Document, monitor, and resolve issues.

Escalate risks and issues to the appropriate level and formality for resolution.

Perform problem solving at the individual, team, or leadership level.

Ensure appropriate data and/or metrics are used to evaluate the completeness and quality of project deliverables.

Ability to resolve conflict, negotiate and manage relationships to achieve the project goals.

Experience in working with SDLC methodology, Agile, RAD and other project management methodologies.

Supported development and software quality assurance to ensure optimal progress and product stability for end users.

Web Production Manager / Developer

Council for Parliament of World’s Religions - 2009

Work with key business partners to build a Product Roadmap for corporate websites and platform based on analytics and business goals.

Collaboration with stakeholders, digital analytics and strategy, web designers, and development team to design user experience and solutions to support marketing initiatives and programs. Responsible for ensuring the final design of solutions and user experience are delivered by the development team.

Coordinate vendor work in parallel with internal efforts.

Manage CMS processes and workflows for authoring and publishing.

Interactive Project Manager / Developer

Purohit Navigation Inc. - 2008

Directs, plans, controls, and evaluates Web Development, architecture, and web administration activities through the management and guidance of subordinate managers, supervisors, and key personnel.

Directs the activities of the Web development department.

Oversees the development of websites and Internet applications.

Provides architectural and big picture oversight for development of new or enhanced websites and Web applications.

Works with various Web development and Web design groups within the organization to ensure that the required features and modifications are included in the appropriate releases to support cross-product features.

Provides high-level analysis and guides other members and groups within the department. Maintains effective communication with executives and various managers to ensure goals are met.

Web Manager / Developer

Biocare Labs Inc. 2004 – 2007

The application is a complete E Commerce Solution for Contract Manufacturing and Packaging industry. My responsibilities included the following:

Take ownership of all front-end development and Shopify configurations for multiple products across a rapidly growing global brand.

Write and maintain consistent, clean, and readable code.

Work collaboratively with a small team to proactively identify and implement improvements.

Responsible for managing the team for day-to-day site management across out multi-lingual global websites, stock management, and trading and content

Web Manager / Developer

RNA Corporation Inc. - 2003

Take part in the development of web applications.

Work within a remote team of developers to complete proposed initiatives, contributing application architecture and implementation guidance.

Quickly gain an understanding of our clients' requirements, technology needs and solution architecture.

Help improve code quality through writing unit tests, automation and performing code reviews

Participate in brainstorming sessions and have the chance to contribute innovative and original ideas to our technology, algorithms and product.

Work closely with the UX design team to help creating the best design

Participate in scoping, technical designs, design reviews, code reviews

Analyze and provide development process/execution improvements

Help manage team and projects in the context of agile team development

Time permitting, participate in coding, bug fixing, test automation


Furnished upon request

Contact this candidate