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Management Customer Service

Kitchener, Ontario, Canada
October 06, 2016

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An experienced professional with a solid background in developing IT solutions for efficiency and customized client-facing services. A great communicator, recently graduated from York University who takes great pride in finding the right solution for difficult problems. Highly motivated and currently seeking a challenging position.


Extensive knowledge and practical experience of SDLC within Project management framework as well as Agile, waterfall methodologies.

Possesses excellent mediation skills between IT and business with Basic Accounting knowledge.

Solid knowledge, understanding and experience of requirement elicitation techniques working with key stakeholders through interviewing, brain storming, reading documents, questionnaires, observation and other elicitation techniques such as JAD.

Possesses enough technical background in defining the architecture of a solution as well as developing a high level solution design and product selection.

Over 5 years’ experience in modeling, designing, documentation and coding of database.

Identified and implemented business functions and processes from elicitation techniques in the computer based system.

Familiar with computer security and good understanding of information hiding, encryption, cryptography, cryptanalysis, public key, private key and management of information security.

Working experience in capital Market and Finance Department.

Passionate innovators, creators, collaborators, team player as well as independent.

Exceptional organizational and communication skills both in verbal and written, with an ability to understand and interpret the operational needs of businesses at all levels.

Customer focused, Critical thinker, Eagerness to learn and grow, detail oriented in the identification of potential problems and threats to performance and security for new applications.

Understanding of change management and the implementation of systems within large organizations.


Programming: SQL Plus (Oracle 6,8i,9i,10g), MySQL, PL/SQL, SQL Server 7, 12

Systems: Windows (95, 98, XP, NT, 2000, 2003, 2008, 2010, 2012, Vista 7), Unix, Linux

Languages: Java, C, C++, VB6, XML, CSS, HTML, PHP, JavaScript, SQL and PL/SQL

Microsoft Office: Word, Excel, PowerPoint, Access, Outlook etc. Networking: TCP/IP

Modeling and designing tools: Visio, IBM Rational Software Architect (RAS) 7.0 and Draw.IO

Reporting Tools : Crystal Report, Oracle reports 6i, Forms: Oracle Forms 6i.

Computer security : Cryp Tool, Wireshark, Hex Workshop, JPHS, Cain & Abel.


B.A. Specialized Honours, Information Technology Toronto York University

Graduated: 2016

Certificate Program of Financial Management in Canada Toronto

Ryerson University

Graduated: 2013


Object-Based Programming : Java

Information and Organizations

Introduction to Information Technologies

Object-Oriented Programming : Java

Introduction to Data Structures

Designing User Interfaces

Applied Data Communications and Networks

Internet Client-Server Systems

Business Process Management Systems

Systems Analysis and Design I

Web Technologies

Introduction to Computer Security

Systems Analysis and Design II

Requirements Management

Data Warehousing & Business Intelligence

Using and Designing Database Systems

Systems Architecture

Database Management Systems

Introduction to Sets and Logic

Introduction to Applied Statistics

Discrete Mathematical Structures

Management of Electronic Commerce Sys.

Management Information Systems

Introduction to Computer Security


January 2015– July 2015

Techno Space Inc. (Volunteer Job) Toronto


Installed OS in PC or Laptop.

Installed Application Software in PC or Laptop.

Installed Virus guard in PC or Laptop.

Scanned virus in PC or Laptop and trouble shooting.


Achieved practical knowledge about client service and make up to date with Hardware and Software.

January 2014– April 2014

Ashraf Professionals (Volunteer Job) Toronto


Produced correspondence and documents by using Microsoft Word.

Maintained daily transactions by using Microsoft Excel.

Deal with telephone and email enquiries.

Compiled office files in organized manner.


Achieved practical knowledge about customer service.

August 2004– September 2010

The ACME Laboratories Limited Dhaka


Identified client needs and developed customized solutions; this involved understanding primary objectives and implementing solutions to established budgets (Cost benefit analysis).

Software development experience through SDLC Methodologies eg. Iterative, Agile, Waterfall etc. Analyzed Processes to detiermine as-is and to-be processes.

Actively involved with the processes of supply chain management, finance, Accounts, HR, Sales module of the ACME ERP system and developed and modelling customized solutions using Oracle 6, 8, 8i, 10g, Forms 6i, reports 6i and SQL Server 5,7, Crystal Report.

Requirement elicitation through interview, Questionnaire, JAD, Documents analysis, Brain storming and Observation etc.; Identified functional and non-functional requirements. Defined business rules through requirement analysis such as storyboarding and scenarios.

Functional Modeling including (Actor diagram, Use case diagram, Activity diagram), Structural Models (Domain model class diagram), Behavior Models (Sequencing diagram) using Visio and Draw.IO.

Mapped object model to Oracle 10g and SQL Server 7. Created ER diagram by using Visio And Draw.IO

Created users, tables, stored procedures, Views, Queries, Trigger, Referential Integrity, Indexing, joins etc. and established constraints and business rules in SQL Plus of Oracle 6,8,8i,10g and also in SQL Server 7. Built prototypes of user interface (Forms) and Reports using Microsoft Access and MS Word.

Used various SQL commands such as create / alter / drop tables, select / update / delete / insert data into tables. SQL - groupings, navigating tables to see information. (SQL - sorting, grouping, summarizing). Used P/L SQL Blocks.

Performed data cleaning job of incomplete data (incomplete, noisy, inconsistent and intentional) through delete or update, Data Modelling and analysis.

Created reports : crystal report, Oracle reports 6i. Created forms : Oracle Forms 6i, Visual Basic 5, 6.

Provided remote support through VPN and on sight, investigated, resolved client’s problems and troubleshooting of escalated client’s request. Analyzed, maintained and recommended the updates to written document or over telephone.

Performed software testing and debugging through testing strategies such as Black-Box, White-Box, Stress testing etc.

Provided written reports and give product presentations to clients to explain system solutions and potential business impacts

Organized training programs for depot computer operators, conducted JAD sessions, walkthroughs and organized meetings for external and internal stakeholders.

Defined user permission, Performed backup and recovery, monitored data integrity, and tuned the database by enhancing tablespace and archived past data for future reuse.

Created a user manual for all staff and reported on systems and processes for senior management


Developed confidence and sensitivity in working closely with clients to clearly define operational needs and potential solutions

Developed different parts of supply chain, finance, HR and account module of ACME ERP system with solutions provided on time and on budget

Achieved knowledge and experience to implement system in a large organization.


Master of Business Administration Dhaka University of Dhaka

Graduated: 2009

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