Service Management

BAIG MIRZA

Mobile: 818-***-****

Residence: 818-***-****

****.*******@*****.***

Qualifications Summary:

Experienced business system analyst professional, with over twelve

years of experience in business and information systems management.

Specializes in the planning and implementation of new mission-critical

systems with focus on excellence. Successfully served customers in

diverse industries with a balanced perspective of business and

information technology in implementing complex projects. Most

recently focused on the planning, implementation, support of systems

and applications at a Fortune 200 companies.

Professional Experience:

Bank of America - Simi Valley, CA

June 2014 - December 2014

Contractor: Tool Analyst

Assisted senior staff, providing resolution to an assortment of

problems of moderately complex scope related to tool engineering

activities, including organizing testing and business analysis of data

related to Tools Engineering. Worked under general supervision to

carried out routine and semi-routine engineering and/or analytical

tasks and activities associated with one or more technical areas

within the engineering function such as system design, engineering,

implementation, Tool Testing and operations/user support.

> Worked closely with Business users and department managers to

understand the system, gather new requirements or enhancements,

modifications in existing developed utility or functionality, etc.

> Performed analyst search of various tools and services that meet the

business requirements of our customers.

> Supported the team members in adding, auditing and maintaining the

Configuration Records in CMDB.

> Assisted the management in implementation and management of quality IT

services (ITSM) that meet the needs of the business.

> Managed service delivery of tools that supported the processes,

procedures and runbooks that are used.

> Documented results and provide various recommendations to senior

staff.

> Participated in the requirements definition, execution and testing of

tool-related changes including SIT and UAT testing to ensure

appropriate capabilities meets business exceptions,

> Performed communication of tool changes, maintenance schedules and

notifications. Monitored and reported upon tool performance.

> Expertise in analyzing user requirements, functional and technical

specifications, preparing test plans and writing test cases.

> Provide support during the production release process, migration and

troubleshoot deployment issues.

> Provide KPI information for tools, systems and process to be included

within the Executive Business Review.

Professional Security Consultants, Santa Monica, CA

June 2013 - June 2014

System Analyst

Provided technical expertise and support for the network systems

to ensure technical activities were handled in line with the Service

Delivery established processes and customer requirements. Delivered

several key initiatives by partnering with customers, service

delivery, development and quality assurance teams. Balanced process

and agility by maintaining risk averse controls while maintaining

sound judgment. Aggressively managed client expectations throughout

the process that is unmatched in Telecommunications industry.

> Worked closely with billing department to understand the issues

related to perform the billing functions. Assisted staff to

understand and follow the critical path of billing lifecycle as

Service Provisioning, Transaction Collection, Pricing, Bill Generation

and Bill Distributions etc.

> Followed Waterfall methodology for System Development Life Cycle

(SDLC) to ensure technical activities were handled in line with the

Service Delivery.

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> Elicit business and user requirements from business partners using a

variety of Industry Standard/Best Practices techniques and translate

the business and user requirements into system requirements.

> Create Business Requirement Document (BRD) to the industry standard,

which includes business requirements, High Level Design (HLD), Lower

Level Design (LLD), etc.

> Maintained the Traceability Matrix, to maintain the smooth flow of

System Development Life Cycle.

> Conduct POC/Pilot program to test the design and implementation

approach. Obtained approval on the program from customers and project

management team.

> Oversees the day-to-day operation of networks including

hardware/software support, training, and special projects.

> Responded to escalate system flow issues by investigating the cause of

failure; provide the solution and monitored for the stability of the

system process.

> Reviewed technical specifications documents and confirmed that all

business requirements are addressed.

> Assisted in coordinating special projects including network related

wiring plans, LAN/WAN hardware/software purchases, and system

installation, backup, maintenance and problem solving

> Assisted in providing network and remote connectivity

hardware/software support; maintains LAN user documentation including

hardware/software applications, support logs and other related

information.

> Communicated effectively with the project team on technical matters

and provided timely problem resolution associated with customer

requirements and implementation challenges.

> Mentored team members to ensure all processes and procedures learned

during training are understood and implemented correctly in the

production environment.

Bank of America - PSG, Simi Valley CA

February 2013 - June 2013

Contractor: Business / System Analyst

Provided technical expertise and supported the business

requirements. SDLC to ensure technical activities were handled in line

with the Service Delivery established processes and customer

requirements. Delivered several key initiatives by partnering with

customers, service delivery, development and quality assurance teams.

Balanced process and agility by maintaining risk averse controls while

maintaining sound judgment. Aggressively managed client expectations

throughout the process.

> Worked as an analyst to develop and review business requirements.

Interfaced with subject matter experts (SMEs) in the area to

understand and clearly flush out the requirements.

> Reviewed technical specifications documents and confirmed that all

business requirements are addressed.

> Interfaced and collaborated with development and testing team to

resolve issues and reduce defects.

> Communicated effectively with the project team on technical matters

and provided timely problem resolution associated with customer

requirements and implementation challenges.

> Conduct POC/Pilot program to test the design and implementation

approach. Obtained approval on the program from customers and project

management team.

> Expertise in analyzing user requirements, functional and technical

specifications, preparing test plans and writing test cases.

> Developed, coordinate, and implemented test cases based on the

business and functional requirements.

> Assisted management in researching and recommending new technology and

in potential applications, which may save the resources and bring up

the production.

> Elicit business and user requirements from business partners using a

variety of Industry Standard/Best Practices techniques and translate

the business and user requirements into system requirements.

> Gathered business requirements, create a High Level Design (HLD) using

UML with various swim lanes representing Data Flow Diagrams & Process

Flow Diagram.

> Created High Level Design (HLD) focusing upstream, downstream and

midstream impacted systems and noting current and future diagram flow.

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> Actively participated in coordinating CIT, SIT, and UAT teams, conduct

sessions to review and document business processes to produce high-

quality deliverables.

> Responded to escalated issues by investigating the cause of failure;

provide the solution and monitored for the stability of the network.

> Provide support during the production release process and troubleshoot

deployment issues.

British Telecom, El Segundo. CA November

2005 - March 2012

Business Systems Analyst

Participated in product designs reviews and meetings. Developed test

plans, test cases, and system test beds. Lead the team in performing

test case scenarios, generating test reports, and developing programs

to automate testing. Responsible for interacting with the all the

stakeholders like end users, developers, technical support team, and

customers to successfully duplicate and resolve system issues, and to

confirm the fixes as well.

Responsibilities:

> Developed and reviewed business related system requirements and

business system design documents.

> Analyzed the department business needs, goals and strategy to

determine more efficient processing methods.

> Worked closely with Business users and department managers to

understand the system, gather new requirements or enhancements,

modifications in existing developed utility or functionality, etc.

> Consulted and coordinated with project managers and programmers for

development of implementation strategies, departmental level

procedures and training materials.

> Generates Problem Reports in the event of finding discrepancies,

interface with developers in duplicating problems and confirming

fixes.

> Developed standards and protocols for project deliverables for the

departments. Made sure that these standards are implemented and

followed successfully.

> Provide support during the production release process and troubleshoot

deployment issues.

> Train the end user and department mangers on the new procedural

changes and implementations.

> Followed different methodologies for SDLC to ensure technical

activities were handled in line with the Service Delivery established

processes and customer requirements.

> Used SSIS packages and other third party tools for exporting data to

target databases to new DEV, UAT and PROD Servers.

> Performed data mapping, changing schema, adding new columns to the

tables as needed and preventing duplicates records.

> Created advance functions in Microsoft Excel, like PIVOT, VLOOKUP,

HLOOKUP, INDIRECT and many others for data manipulation and reporting.

> Designed, configured and managed large-scale test bed using Cisco and

Alcatel hardware products and software features. Certified new

generation Alcatel hardware that provides the key components of a

complete switching solution.

Alcatel eND USA, Calabasas CA

April 1999 - January 2005

System Quality Assurance (SQA) Engineer

Designed and developed medium to large-scale system testing of Alcatel

networking hardware & software and its interoperability with OEM and

competitive products prior to customer delivery. Develop the

integration system level testing, analysis and design for test plans.

Involved in completing testing life cycle of integrated devices.

Design and develop test plans for devices according to industry

standards and integrated software testing methodology.

Selected Projects:

Software and Feature Testing: Certify new generation Alcatel Switches

that provides the key components of a complete switching solution.

This network setup consist of various Alcatel and OEM products that

combine features to provide carrier class functionality from the edge

to the core switching.

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> Designed, configured and managed large-scale test bed using Alcatel

hardware products and software features.

> Wrote and verify test plans for various software features including

Chassis management, Redundancy, Link Aggregation and Server Load

Balancing.

> Included Cisco, Extreme and IBM routers and switches to facilitate

interoperability with Alcatel switches.

> Tested the network by implementing upper layers protocols including

FTP, Telnet, DHCP, DNS, SNMP

> Implemented advance routing protocol using OSPF between the core

switches while RIP & RIP2 was configured on the edge switches.

> Generate layer Il & III traffic by using number of PCs running various

scripts. Moreover, used Smart Bits and IXIA as traffic generator to

test multiple protocols and multiple streams

> Utilized test equipment as Analyzers and sniffers to verify the

integrity of the network and to research the issue in-depth.

> Generates Problem Reports in the event of finding discrepancies,

interface with developers in duplicating problems and confirming fixes

Network Security: Perform final testing and certification of embedded

software controlling high-level functions of networking switching

equipment. Certify "Security" features using IEEE and Alcatel

proprietary standards. These security measures at the access point of

the network are the basis for an in depth security design.

> Designed, drafted and implemented comprehensive network Security test

plan.

> Performed all the functionalities of AAA (Authentication,

Authorization and Accounting).

> Tested AAA services using AVLAN (Authenticated VLAN), ASA

(Authenticated Switch Access) and 802.1X.

> Configured and manage external servers as RADIUS, LDAP, ACE and Local

database to perform Authentication, Authorization and Accounting

purposes.

> Managed Authenticated Switch Access by using Console, HTTP, Telnet,

Ftp, Secure Shell, SNMP and Webview.

> Participated in product designs reviews and meetings.

> Developed test plans, test cases, and system test beds. Lead the team

in performing test case scenarios, generating test reports, and

developing programs to automate testing.

> Interacted with the software and hardware developers, technical

support team.

> Supported customers to duplicate and resolve system issues, and to

confirm the fixes as well.

Technical Strength:

Project MS Project, SharePoint, Clarity.

Management:

Databases: Microsoft Access, MS SQL Server, My SQL, Oracle, BMC Remedy

CMDB.

Operating UNIX, Linux, Windows (95, 98, 2000, NT, XP) and Macintosh

Systems:

Process /Modeling Waterfall, Agile, Software Development Life Cycle (SDLC),

Tool: High Level Diagram (HLD)

Software MS- Office suite, MS- Visio, IBM- Rational Rose, MS- Dynamics

Packages: CRM, Great Planes, SQL Query analyzer, VMWare, Mercury

Quality Center, Chatlyst, Nexus.

Miscellaneous: Requirement Analysis/Definition, Functional Specifications,

Technical Design Specifications, Quality Assurance Testing,

Certifications:

MCP: Microsoft Certified Professional

CCNA: Cisco Certified Network Associate

CCNP: Cisco Certified Network Professional

ACSE: Alcatel Certified Switch Expert

Education:

Bachelors of Commerce - Business Administration, Karachi University.

Member of PMI - Project Management Institute.

Member of IIBA - International Institute of Business Analysis (CBAP

in process).

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