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Operations Support Business Analyst

Ashburn, VA
October 23, 2018

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Shadman Yahya

Ashburn, Virginia

Cell: 571-***-**** Email:

Work Experience

MicroPact August 2017 - Present

Operations Support Analyst

• Provide Tier 3+ level application support to federal clients

• Troubleshoot issues on the application before involving an AE

• Facilitate resolutions and coordinate UAT with clients

• Run client meetings regarding support requests

• Run client meetings regarding enhancement requests

• Perform QA testing of various client sites and tickets

• Work on various site configuration and coordination

• Coordinate with other internal teams on ticket resolutions

• Work on site upgrades and deployments both internally and externally

MicroPact May 2017 - August 2017

Product Solutions & Operations Intern

• Attend client meetings and gather project requirements

• Perform QA testing of enhancement and bug tickets

• Perform various analytical tasks

• Serve as the bridge between clients and developers

• Work with internal teams to gather and discuss product updates and upgrades

• Communicate updates, upgrades, complaints, issues, etc. with clients regularly ECCO Sko Outlet 2015-2017

Brand Ambassador

• Take care of various sorts of customer service related matters

• Deal with complaints and resolve issues in a professional manner

• Occasionally troubleshoot the system, internet, and other technologies/retail software

• Work under pressure in a very busy environment while under staffed


B.S Degree in Applied Information Technology 2014-2017 George Mason University. Fairfax, VA

• Technical course work: Object Oriented Programming, Advanced Database Management, Advanced Web Development, Telecommunications, Information Security.

• Business course work: Project Management, Communications, Business Management, Accounting, Business Development.

A.S Degree in Information Technology 2011-2013

Northern Virginia Community College. Annandale, VA

• IT and Business related coursework along with General Education.

Technical Skills

• Programming Languages: Java

• Web Development: HTML, JavaScript, CSS3, PHP, CMS

• Database: MySQL, MS SQL

• Networking: TCP/IP, FTP, HTTP

• Software Applications/Development Tools: Microsoft Office, Eclipse, JGrasp, Joomla!, MS SharePoint, Adobe Suite (Photoshop, Dreamweaver, Flash), Microsoft Expression Web, Visual Studio, Notepad++

Functional Skills

• Application Support

• Business Analysis

• Quality Assurance

• Requirement Analysis

• Software Development Life Cycle (SDLC)

• Consulting

Senior Capstone Project

• Helped improve a local business using technology. Performed various business analytical tasks, as well as, leadership and team management tasks. Implemented and delivered on time, improving the business by at least 35%.

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