Ameerah Muhammad

**** ******** ******* **, *****

Email: ad3ghh@r.postjobfree.com

Phone: 469-***-****

Skills

Unix/Linux, Windows, C#, C++, Java, Visual Basic, Test Director, Mercury Quality Center, SnagIt, VMware, Remote Administrator, Visual Intercept, Visual Source Safe, MS Office Products, Winrunner, Data Dictionary Tool, SharePoint, .NET, XML, SQL, Solidworks, AutoCAD, ANSYS, QTP, TFS, Oracle MSS/M6, UPerform, User Voice,Weblogic, REST, Postman API, Olark, Oracle, SQL Developer, Toad, Putty, Azure DevOps, SQL Server Management Studio, My SQL Workbench, Microsoft Teams, Service Now, Sales Force, SAP, Mobi, Amazon Web Services, Microsoft Azure

Education

Colorado Technical University

BS in Information Technology 2013

MS in Computer Science 2016

Microsoft AZ104

Azure Administrator Certification

Experience

Tech Mahindra

Operation Lead Engineer

Verizon Sept 2020-Present

Service Now ticketing

L3 support role

Responsible for SQL database administration (creating stored procs, run query etc.)

Primary interface for user’s support for applications developed in C#

Responsible for root cause analysis

Responsible for ticket resolution escalations from L1&L2 support

Responsible for onboarding from Legacy Applications

Responsible for account updates, password changes, initiating email notifications for roles

Responsible for reports delivered to stakeholders

Developed enhancement tools and automation for repeatable tasks

Created batch scripts for deployments in UNIX\LINUX

Created documentation for support users -Knowledge Base

Azure support ( Traces, requests, exceptions,dependencies)

Azure Application Insights alert monitoring

Postman API

AT&T Services, Inc

Sr. Application Support Analyst/System Engineer December 2016-Dec 2019

Service Now ticketing

Responsibilities using SQL

Responsible for UAT and Production Deployments using (Putty) Unix/Linux

Run daily reports using SRS

Responsible for analyzing problems with or data not running or loading correctly

Responsible for start/stop JBOSS and CRON jobs using Putty

Responsible for pulling log files from Putty

Responsible for reassigning Sponsor Accounts in SQL

Created user help documentation using UPerform

Created User Stories and Acceptance Criteria in Azure DevOps

Responsible for writing queries in SQL Server Management Studio for user support tasks and reports

Responsible for regression testing during sprints

Responsible for setting up meetings between application owners and development team to gather requirements for enhancements

Responsible for editing user accounts through REST API

Develop and maintain understanding of customer workflows and business needs to support applications

Deliver precise functional specifications to include functional hierarchy, workflow, business rules, interface design and definitions, outstanding issues, data analysis, and data mapping to clients and development staff

Responsible for direct interaction with clients including, but not limited to, eliciting comprehensive business requirements and use cases and recommending appropriate solutions

Gather requirements and help build and document specifications for development

Conduct gap analysis between application and stated customer requirements and collaborate with Architects and Developers to estimate project impact

Work with Development, QA, and Production Support teams to communicate, verify, and test the desired functionality changes.

Work with the clients to demonstrate the changes to the system to ensure all relevant business needs are addressed

Recommend BA best practice and methodology and tools

Perform QA of BA team deliverables

806technologies October 2015-December 2016

Sr. Application Support Analyst

Service Now ticketing

L2/L3 support role -Application and Mobile Application support

Remotely access and troubleshooting Windows 7 and Windows 10 Operating systems

Support via chat/email.

Inbound calls/chats for application user support

Primary interface for user’s support for applications developed in Java and PHP

Assist customers using Olark IM

Responsible for adding districts and users to database using SQL

Responsible for updating all aspects of user accounts with SQL queries

Provides phone/email assistance for customer problems

Responsible for SQL database administration

Responsible for technical writing and help documentation

Responsible for data backups using AWS

Created and maintained User Help documents

Monitored Processes and services using Microsoft Azure

Citi Group - Irving, TX

Systems Engineer / Application Support (Contract) June 2015-October 2015

Phone/email/ chat support role

Primary interface for Users within region

Vertices ticketing system

Remotely access and troubleshooting Windows 7 and Windows 10 Operating systems.

Subject matter expert for Vertices Application developed in Java and C#

Product Add user accounts to LDAP group (SSO)

Responsible for marking media IDs destroyed in Vertices for region

Responsible for removing media IDs from Vertices database via deletion process

Manages deletion review process / validates requirements

Creates move lists where necessary and as required

Supports automated move lists

Manages incident record queue for region

Provides support during business hours with off hours’ phone / remote support

Supports a web-based application with a SQL database server back end

Provides Vertices training support in region

Responsible for Automating IT Services with Cloud-Based ITSM/Service Now

Halliburton- Houston, TX

Configuration Manager October 2014- February 2015

Service Now ticketing

Created Bill of Material structure for prototype and sustaining products

Managed Request for Technical Assistance and Lifecycle Development

Checked and approved all Mechanical and Electrical Engineering Designs

Communicated documentation audit complete & ready for prototype release to Engineers

Provided product structure reports in preparation for transition from prototype to production

Served as an SAP Administrator to manage users, authorizations and profiles

Managed IT Change Control and Configuration

Ensured software documentation has met ITIL/ITSM best practices

Served as a liaison between Project Managers and Engineers to resolve design issues

Designed, developed and maintained CM change control process and procedures globally (US, UK, Canada, Singapore)

Worked with management to update procedures and ensure configuration management compliance

Halliburton- Carrollton, TX January 2007- September 2014

Application Support Analyst / QA Software Test Engineer /Trainer

Application Support Analyst

Installed and configured Solidworks, AutoCAD, ANSYS, and Brava Viewer for users

Provided user support for technical issues on a 24hr hotline call rotation between onsite and offshore team

Opened, closed and prioritized user request for assistance through RMS ticketing system

Communicated errors to development team by recreating user problems using SnagIt, MS Lync and remote Assistance

Served as a SME supporting multi-platform browser-based user interfaces

Resolved user issues by troubleshooting and analysis of web application malfunctions

Served as a liaison between end users and development team to resolve technical issues

Created Work Authorizations and Request for Technology Assistance for Engineers

Developed and maintained help documents for various applications using SharePoint and MS Word Templates

Supported legacy system Thick Client/Server Application

Served as an admin for SharePoint, TFS, and SQL Server Reporting Services using TFS

Administration Tool

Authorized and approved user roles and software licenses for new engineers

QA Software Test Engineer

Served as UAT Test Lead for Enovia Workflow Implementation for 3 years

Worked as a QA Engineer in an Agile, test-driven development environment

Tested applications built on OO principles, developed in C++, C#, Oracle, and SQL Server

Admin for CWI database backup and restore using One-Click SQL Restore

Admin for CWI software releases, system changes, and version control using Team Foundation Version Control

Tested CWI web and client/server applications using Winrunner and QTP in a real time environment across multiple operating systems and technologies

Signed off on Issues related to quarterly Point Releases

Created Install and release documentation using MS word templates

Executed pre-defined SQL queries for reports and database changes

Created test cases and test scripts for in house software using Quality Center

Hosted weekly meetings to discuss and assign new issues, and provided team with issue status

Trainer

Instructed 20 CWI Engineer Database Fundamentals Classes locally and abroad (Singapore, Aberdeen)

Trained 10 new employees for support calls and assistance

Trained Engineers, Data Techs, Team Leads, Drafters, and SAP Checkers on Enovia Workflow

Halliburton-Houston, TX October 2002- December 2006

QA Software Tester Co-op

Tested INSITE Core, INSITE Anywhere, WITS, Plotting and RTDataHub for point & patch releases using VMware for multiple Operating Systems

Performed Manual and Automated testing, using WinRunner and QTP

Validated help files associated with assigned applications

Responsible for writing defect reports using screenshots and videos easing replication with SnagIt

Evaluated bug fixes as well as enhancements and identified other areas affected for web based applications

Familiar with SDLC and testing processes including: black box, white box, unit testing, integration testing, functional testing, system testing, end-to-end testing, regression testing, acceptance testing, load testing, stress testing, performance testing, and usability testing

Created, executed, evaluated and updated test cases & checklists before each major release using Test Director, Quality Center and MS Word templates

Established and maintained constant communication with development team members

Familiarized with customer’s needs and involved in integration testing

Developed test strategy on new applications and enhancements and identified possible risks

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