Service Management

Syed Mohammed Asimullah Hussaini

*Canadian PR*

Email : ****************@*****.***

Ph.: +1-437-***-****

Address: *** ***** ******, ***********, ******

CAREER OBJECTIVE:

Seeking a challenging and rewarding opportunity with an organization of repute which recognizes and utilizes my true potential while nurturing my analytical and technical skills in the field and to achieve my professional goals with a major inference on the organizational goals as well.

RELEVANT EXPERIENCE:

• Gather and understand Client’s business requirements.

• Leading a team to work for various clients for their implementation and automation services

• Analytics and reporting on various reporting platforms.

• BI related activities

• Create various documentations such as Software Requirement Specifications, Use Cases, Test Cases, Functional Specific document, Transaction document, Business Blueprint and Training manuals.

• Proficient in SQL query and Analytics

• Coordinate with project teams for new project implementations in production as per Service Delivery policies.

• Responsible for daily calls with business to understand current issues in market and provide suggestions for solutions

• Reporting key measures to the client managers and leadership on high priority issues and escalations to avoid business impact

• Single point of contact for Service Delivery Management (SDM) for corporate line of business

• Worked on complete SDLC

• Experience in AGILE framework

• Provide advice, technical analysis and solutions to issues for critical business areas of interest, fee, payments, statements etc.

• Prepare monthly management reports on service delivery statistics

• Proposing better solutions to business to avoid major issues

• Develop strong relationship with a variety of different customers to understand needs and translate needs into business opportunities

EXPERIENCE:

Mask Technologies Jan 2017 to Feb 2018

Post held: SAP CRM Business Analyst

Responsibilities (1 lifecycle):

• Gather and understand Client’s business requirements in pertinence to configuration

• Coordinate with various modules for middleware integrations

• Responsible for daily calls with business to understand current issues in market and provide suggestions for solutions

• Reporting key measures to the client managers and leadership on high priority issues and escalations to avoid business impact

• Single point of contact for Service Delivery Management (SDM) for corporate line of business

• Provide advice, technical analysis and solutions to issues for critical business areas of interest, fee, payments, statements etc.

• Prepare monthly management reports on service delivery statistics

• Proposing better solutions to business to avoid major issues

• Develop strong relationship with a variety of different customers to understand needs and translate needs into business opportunities

Yash Technologies - Dec 2015 to Dec 2016

Post held: SAP Business Analyst

Responsibilities:

Modules: Marketing, Sales and Service( successfully completed 3 end to end implementation lifecycles)

Business Analysis, Requirement gathering, BBP document drafting and end to end implementation.

BBP Creation

Organizational Structure

Business Partner Configuration

Sales Pipeline

Transaction Management

Trial Management System

Smart Forms

Survey

Marketing Configuration

Complaint Management

Transaction Launcher Configuration

User creation

Core Champions training

End User Training

Focus Softnet Global – June 2013- November 2015:

Post held: SAP Business Analyst

Responsibilities:

Worked as a part of the team handling the research project in lieu of understanding the various protocols and nuances of SAP HANA and how they can be incorporated in ‘Focus’ and further involved in building prototype system.

Attended workshops at various client sites to understand the utilisation of various concepts of SAP HANA, namely;

Customization of Views

Star Schema

Dimensions

Fact Tables

Calculation Views

Attribute Views

Analytical Views

Log on

Authentication

Schema creation

SQL debugging

Data transfer

BODS etc

Understanding the requirements and giving inputs for product development

Gathering domain knowledge and applications of various process flows by client facing

Project Implementations:

1. Pharmaceuticals Industry

My main role was to working alongside the business to understand the requirement gather requirements, Write the FS, review FS, Interact with 3rd Party review team and take sign off from business, Run FUT, support development team. and deliver the functional spec on contract, Bulk upload of the contract process, Product proposal with Billing simulation and Contract renewals using campaigns. Owning the solution designed for Sales cycle, Order to cash process, Run the 'show and tell' business process with business owners, Customer account management, Define the solution for the customer outstanding payment

Marketing: Configured system to run campaigns through fast find (Trex) to send Customer reminder campaigns for Renewals and for actual Renewal. Created Segmentation through info-sets (for selection of Target groups based on products and Marketing attributes).

Master data setup: Setting business partner data, replication of Business agreements from CRM to ECC. Setting up of Product, Product hierarchy/Product

categories, setting up Org Model, Positions, users, Maintaining the credit points of customer from third party system and used in Contract management. Contracts, Connection objects, Premise and Point of delivery replication via MDT (Master data template).

2. Construction Industry

CRM Lead

Project: Customer Service at First.

Role: Implementation and stabilization

Main Activities: Driving workshops internally and with client for getting requirements based business specifications, designing the solution, managing the team, Getting signoff with the business on functional specification, interacting with third party on integration of CRM.

Technical configuration: Core areas of configuration includes service catalog, service ticket, Service ticket template, MDM CRM integration, CTI integration, Business roles(Interaction center agent, Manager, Service manager) integration of CRM with various back ends using PI, ERMS, SMS, Transaction launcher, Work Force Deployment management(Booking functionality) Integration of HR Employee data with CRM, Involved in go-live, stabilization, knowledge transfers from the team and post-go-live support . Configured Case management to link the service tickets for Benefits/Council tax in order the get a view to business for all the customers holding the council tax exemption.

Master data setup: Setting up of employee data using HR/ALE integration. Setting up of Product, Product hierarchy/Product categories, setting up Org Model, Positions, users.

ACADEMIC PROFILE/CERTIFICATION:

Master in Business Administration (Marketing and HR) from Osmania University

Bachelor in Technology (Computer Science Engineering) from Jawaharlal Nehru Technological University.

TECHNICAL SKILLS:

Languages . :C, C++, SQL Basics

Operating Systems : Windows/98/2000/XP/7/8/10, Windows Server 2003/2008

Package :MS-OFFICE(Visio included)

ERP : SAP-CRM(Functional), SAP C4C,SAP-HANA Studio, Focus 6,RT,7, Streamline CRM

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