Business Analyst and Operations Support Lead

Alaeddin AlHeyarat

**** ********* **** – W indsor Mill - Baltimore County – Maryland 21244 USA

● 443-***-**** ● ****************@*****.*** ● www.linkedin.com/in/alaeddinalheyarat

Business Analyst and Application Support Specialist

QUALIFICATIONS SUMMARY

Analytical, enthusiastic and innovative Business analyst and application support specialist with 6+ years of

successful experience in eliciting, analyzing, documenting, developing business processes and specifications for

enhancements and features requirements,. Worked as a liaison among business users and stakeholders to

understand business problems,opportunities in the context of requirements and recommend solutions, Skilled at

troubleshooting application incidents and issues as well as working with development,quality assurance teams for

incidents closure and resolution, Talented at rolling out new application features, end user training and driving

seamless implementation and post-implementation support with excellent communication and interpersonal skills .

Key member of the workflow team under the IT Global division, and system owner liaison.

Experience in identifying, Design and mapping business processes and workflows.

Experience in business analysis, business modeling (Visio), processes automation, SDLC

Experience in ERP/WMS (Warehouse Management System ) Opentaps system.

Analytical, business-oriented, multitasking and problem solving with IT development background.

Extensive experience in ticketing systems and handling application users requests/queries and responding in

efficient way within organization SLA.

Supporting incident/problem resolution of Application issues.

Understanding of organizational goals and acting on them through achieving best possibl e results with available

resources.

Highly motivated, confident and creative with excellent interpersonal communication skills and work ethic which

makes me a good candidate for any organization .

Excellent communication skills and coordination with different departments

SPECIALTIES

Business Analysis, Requirements Analysis & Verification Technical & Functional Specifications

Processes and W orkflow Modeling & Design UML End User Training Technical Ops Support. Rolling

out New Features and Enhancement ERP Modules Warehouse & Fulfillment center Process workflow

W arehouse Management System, Software Development lifecycle Software Implementation

Troubleshooting Skills Issue Resolution Organizational Skills Quality Control Documentation Skills

TECHNICAL SKILLS

Languages: Java,SQL, PL-SQL Web: PHP.

Databases: Oracle PL / SQL, My SQL

Tools: Microsoft Office tools, MS Visio, Balsamiq Mockups, Toad, Crystal Reports. Spira testing tool, Zendesk,

Freshdesk, Jira, Kanbanery.

Platforms: W indows XP / 7 / 8

SDLC: Agile

PROFESSIONAL EXPERIENCE

Nov 2012 – Present

ERP Business Analyst and Operations Support Lead

SOUQ.com. Dubai, UAE/Amman, Jordan Profile: http://www.souq.com

Souq.com is the largest e-commerce site in the Arab world, featuring more than 400,000 products across categories such as

consumer electronics, fashion, household goods, watches or perfumes. Today Souq.com attracts over 23 million visits per

month and is fast growing as more consumers shop online in the Arab world.

Often tagged as the "Amazon of the Middle East", Souq.com operates both as a retail site and as a marketplace for third

party sellers. It offers a convenient and safe online shopping experience with online payments, option to pay cash on delivery

and free returns.

Responsibilities:

Gathering and Understanding operations and other departments functional requirements and requests for ERP

application features and enhancements.

Analyze system user concerns, requirements, Identify and make recommendations regarding applications,

modifications, and enhancements to existing systems to accommodate user needs

Identifying, Design and mapping business processes and workflows

Recommends process improvements for daily operating procedures.

Coordinates business functions that may involve participation from multiple business units

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Alaeddin AlHeyarat, Permanent Resident (Green Card Holder), Baltimore County, Maryland 21244.

Travelling periodically for rolling out and supervise new ERP application features, provide on -site support and

conduct training for system users as well as Providing needful technical support after training and rolling out

new application business features to ensure smooth operations

Coordinates processes to ensure that ERP system support departmental business operational needs. Serves

as the first point of contact for coworkers and departmental liaisons regarding the use of designated systems.

Gathers data to contribute to the development of business plans and strategies.

Performed training of end-user technicians for rolled out features.

Supporting Day to Day warehouse, fulfillment centers operations and other departments that use ERP

application by Assisting and providing support to system users, answer user questions, explain system

operation and requirements, and serve as a liaison between system users, project manager and developers

staff with regard to ERP application changes.

Troubleshooting problems arising from regular use, production support, and maintaining the ERP platform.

Managing ERP Operations Support team and Evaluates team skills and resources.

Runs existing queries and provides input for the development of new queries.

Handling client requests/queries and responding in efficient way within organization SLA.

Coordinate and perform training on all ERP application modules (CRM, Purchasing, MRP, Planning, Inventory

Management, financial and Warehouse Handheld module (inbound. Inventory control and outbound),Shipping)

Coaches and supports employees in developing proficiency in the use of the ERP system functionality

Maintain and Monitor ERP system workflow, Operations Dashboard,user’s roles and configuration attributes.

Develop, organize and write technical documentation such as user manual, guides training to assist ERP system

users.

Identifying defects, Checking and exploring possible solutions for systems bugs and errors and working with the

development team to resolve them and conducting functional tests across the development lifecycle to ensure

incident resolution.

Provides support for the Senior Director of Operations

Performs other duties as assigned.

- Environment & Tools : Windows 7,8, MySQL, ERP Opentaps, TOAD, Balsamiq Mockups,MS Visio, MS Office

Tools, Zenddesk ticking system,Freshdesk ticking system, Jira, Kanbanery, Or der Management, Google

Docs, BambooHR.

Feb2010 – Oct 2012

Sr. Business Analyst and System Developer,

Wi-tribe wireless, Manila,PH/Lahore,PK/Amman,JO Profile: http://www.wi-tribe.com

W i-tribe is working on bringing broadband connectivity across emerging markets to deliver innovative and

personalized broadband products, services and content to consumers and businesses.

Projects:

Oracle Billing and revenue management (BRM) Implementation.

Responsibilities:

W orked closely with project stakeholder and staff to understand the business requirements document and

system requirements specifications (SRS) for the BRM (Oracle Billing and Review Management) application.

W orked on the integration between billing system and the other existing applications, systems, interfaces and

network elements such like the rating system and provisioning systems and free radius (Dalo radius).

Managing Billing functionality and business rules.

Minimizing the dependency on the external support.

Assist on developing all safety/backup/security policies and procedures.

Responsible about all company offers, products and cam paigns creation on the billing system (Pricing Center

Module in Billing and Revenue Management (Oracle BRM)).

Conducting and Supervising the User Acceptance Test (UAT) and verifying performance, and reliability.

Test and ensure the quality of the developed billing system supports the business needs and requirements.

Ensure systems work as per business continuity and system security rules and conditions

Checking and exploring possible solutions for systems bugs and errors.

Identifying options for potential solutions and assessing them for both technical and business suitability.

W orked on other billing system evaluation such like emerald.

Develop new business requirements, support and customize current System applications design.

Adds new users, maintains users and performs password resets for the billing system modules

Translating all client requirements into highly specific project briefs .

Performs other duties as assigned.

- Environment & Tools : Windows XP, 7, Oracle 11g,MySQL, IntraIsp, Aptilo, Oracle BRM,TOAD, MS Visio, MS

Office Tools, HPSM ticking system, Crystal Report Developer and server, Spira Team Testing Tool. PHP, unix .

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Alaeddin AlHeyarat, Permanent Resident (Green Card Holder), Baltimore County, Maryland 21244.

June 2008 – Oct 2010

Java Developer,

Amman – Jordan

ESKADENIA SOFTWARE Profile: http://www.eskadenia.com

Multinational software vendor developing world-class telecommunications, internet, and enterprise applications.

Projects & Responsibilities:

Developed gateway that translates protocols to each other’s in project called Eskadenia Radius Diameter

Gateway (ERDG)

W orked on Developing SMS Center that deals with different sources like VAS services and E SMSE, SS7

through specific protocols in project called Eskadenia Short Message Service Center (ESMSC)

W orked on Developing Wallet System that deals with agents Management, Merchants Management,

operator’s Management, Service Providers and others in project called EMW S (Eskadenia Mobile Wallet

System).

W orked on developing Messaging System that deals with SMS messages as an operator in project called

EMWS (Eskadenia Mobile W allet System).

W orked on developing the web of Notifications, and messaging system c alled EEMS (Eskadenia Easy Move

System).

W orked on developing the core of small module in advertising project called EMAP (Eskadenia Mobile

Advertising Project).

- Environment & Tools : Windows XP, Oracle 10g, Eclipse, JDeveloper, TOAD, MS Visio, MS Office Tools, Java

SE, Java EE, JSP, XML, Microsoft TFS 2005/2008.

EDUCATION

Bachelor of Science in Computer Science (2008)

Princess Sumaya University of Technology, Amman, Jordan Profile: http://www.psut.edu.jo/site/en/

Courses

Data Structures Databases Systems Analysis Software Engineering Internet Programming Algorithm Design & Analysis

Networks Digital Logic Design Object-Oriented Programming Assembly Language Operating Systems Numerical Analysis

Computer Design & Organization Theory of Computation Java Programming E-Business Project Management

Academic Projects and Achievements

Intelligent Transportation System in Jordan (ITSJ), Princess Sumaya University: -The objective of that

graduation project was to serve the local community in Jordan. by sending signals between traffic signs in roads and

cars by sending radio frequency signal to the car by transmitter then t he car receives this signal by a receiver which is

installed on the car and translate this signal into a text message viewed on an LCD (Liquid Crystal Device) screen in

the car and giving attention to driver by Buzzer (beep) sound.

ITSJ Project Ranks in Participated Competitions:

First Rank on Scientific Applications Projects in ITI (Information Technology Innovation) Competition,

which was conducted in Al Hashemite University

Second Rank in ITSAF (Technology Students Activity Fair) Arab Universities on Research Projects

Competition.

Third Rank in METS 2008 (Middle East Technology Shop) Graduation Projects Fair Competition.

TRAINING

Oracle Billing and Revenue Management (BRM) By MSAT May-2011

Oracle 11g SQL/PLSQL By Palco - Oracle Partner Sep 2010

Personal Skills

Communications Skills Planning/Organizing Teamwork

Time Management/Multi-Tasking Problem-Solving/Reasoning Stress Tolerance

Additional Information

American Residency (Green Card Holder) Preferred Locations: MD Traveling PCT: 10%-40%.

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Alaeddin AlHeyarat, Permanent Resident (Green Card Holder), Baltimore County, Maryland 21244.

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