Business Analyst Customer Support

PERSONAL DATA

Location : Cairo, Egypt – “Ready to Relocate (OR) to work in Hybrid model”

Mobile : +201*********

Email : *********@*****.***

SUMMARY

15+ years of experience in the field of information technology - product development and customer support with deep knowledge in supporting business solutions software, analyzing business requirements and decision making process.

Expertise in AI -Artificial Intelligence & Robotics with the needed Cognitive Services and Machine Learning methodologies, Web development and data visualization, Mobil Applications, Saas, iOT Integrations, SEO, BI & Dashboards building with the most significant KPIs assertion and envisioned Data Insights.

Managed 15+ IT projects in the Business domains of Automotive, Health Care, Field Force Management, business process management/ Electronic Archive, Asset Management, E-School and Educational curriculum development.

Ability to work and thrive in a physically dispersed team environment, and professional with working through VPN environment.

CAREER OBJECTIVES AND GOALS

To work in a well-established organization in IT related role on Product Management / Product Development. Preferably working in Health Care, Automotive, e-learning, or AI/Machine Learning Products but I am open to work in different industries.

KEY RESPONSIBILITIES HANDLED

Engage client to gather software requirements/business rules, and ensure alignment with development teams

Analyze client’s business requirements and processes through document analysis, interviews, workshops, and workflow analysis.

Translate stakeholder requirements into over 10 different tangible deliverables such as SRS, Use Cases, product backlog, User Stories, workflow/process diagrams, and data flow diagrams.

Conduct and lead Sessions for backlog grooming, and Sprint Planning.

Works on presales activities to define the market needs and propose optimum solutions. Lead demonstrations and reviews responses to (RFI), Preparing (RFP), contracts, and MOU.

Manages project plans activities; scope initiation, WBS division, sequencing, estimating, assigning, schedule control, risk identification and mitigation plans conduction.

Plays the role of Customer Acquisition Geek in all positions I have occupied.

PROFESSIONAL EXPERIENCE

Sep. 2020 / Current

Product Manager at Cegedim Health Services

Dundee, United Kingdom - Remote

Industry: HealthCare - HIT

Requirements elicitation from different Health boards, SOW and documentation preparation.

Leading dispersed team where team members located Scotland, Delhi and Cairo.

Release management

Demoing the progress of the product features internally & externally in a regular basis.

Aug. 2019/ Aug. 2020

Product Owner / Project Manager at TruDoc

Dubai, UAE - Remote

Industry: HealthCare - HIT

Managing the product/s road map

monitoring different projects launch plan and OKRs adjustment

Requirements elicitation, SOW and documentation preparation... beside basic wireframes

liaising between the technical team and management/stakeholders

Apr. 2018 / Jul. 2019

Product Owner at INTDV

Maadi, Cairo

Industry: Artificial Intelligence, Humanoid Robotics, and Machine Learning

Communicating with clients to elicit business requirements within their software development projects.

Defining Initiatives / Features that clearly describe functional & non-functional specs. And prioritizing them using MoSCoW technique to build up product Road Map.

Deconstructing high-level functional requirements into an executable stories, and prioritized backlog of PBIs for implementation.

Following up Release Plan implementation.

Mentoring pre-sales team and updating bench mark

Perform user, market, and competitor research ‘Comparative Analysis’ to come up with new features that need to be designed and implemented at the organization products.

Driving the transformation of the organization process from Waterfall to Agile

Nov. 2016 / March 2018

Product Owner at Cloud Services Group

Nasr City, Cairo.

Industry: Cloud Services, Saas, IT Solutions and Consultancy.

Planning for Products’ Development in a tight timelines and with minimum resources.

Designing newly added features on products to guarantee its competitiveness with latest market demands.

Act as an ambassador for the Company products internally and externally, and as the primary technical contact for queries related to the product.

Facilitate monthly meetings with clients to document requirements and explore potential solutions.

Shared in assessment operation of short term and long term plans to make sure it is utilized to achieve the main organization strategic plan.

Acquired Clients’ as well as CSG top management satisfaction on well-structured implementation plans for our products.

Sep. 2015 / Oct. 2016

Senior Business Analyst

Cairo, Egypt

Industry: Information Technology and Data analysis – Through OBIEE.

Gather requirements and assist with translation into optimal Business solutions.

Facilitate client conversations through prototyping to gather requirements on KPI’s and other dashboard related requirements.

Creating reports using Oracle Business Intelligence Enterprise Edition (OBI EE) 12c, 11g.

Provide input into developing and modifying systems to meet client needs and develop business specifications to support these modifications.

Liaise between business and technical personnel to ensure a mutual understanding of processes and applications.

Jul. 2014 / Aug. 2015

“Outsourcing”

BI Engineer at RMGS – “On Project”

Montreal, Canada - Remote

Industry: Information Technology and Data analysis – Through Cloud Computing.

Works with internal team and vendor’s external team in functional design, technical design, and guides development of the Business Intelligence platform.

Building reports with SSRS.

I have raised client’s satisfaction up, as we have always finalized tasks on time and adapted to specs.

PROFESSIONAL EXPERIENCE

PROFESSIONAL EXPERIENCE

Feb. 2013 / Jun.2014

Lecturer Assistant at MSA (University of Modern Sciences and Arts) + PT at MUST (Misr University for Science & Technology).

6th of October City, Egypt.

Industry: Education.

Weekly lectures to explain and discuss the basic concepts of the courses’ subjects (LMS, DSS, KMS, Multimedia, Programing concepts, DBMS).

I took my role in the Curriculum / Educational content development and Quality Assurance Unit.

Feb. 2007 / Dec.2012

Senior System Analyst and Developer at The Egyptian Cabinet

Cairo, Egypt.

Industry: Information Technology Services.

Lead team of 5 in development, testing, debugging, and maintenance of dynamic websites,web-based applications/ Information Systems, including templates, and microsites

Research and assist with development and promotion of coding best practices within team.

Designed and developed web applications and user interface for various municipal departments, in addition to Multimedia CD’s for Conferences.

Mentored interns and managed scheduling on semester-by-semester basis.

Gathered requirements and specifications for enhancements to web applications.

Helped develop and maintain plans and schedules for applications redesign and re-launch.

Freelancing

Jun. 2016 / Aug. 2016

Web Content and Social Media Evaluator at Appen

USA, Seattle.

Industry: Search Technology, Language Technology, Social Technology, and Project Management for Global deployments.

Web Content evaluation on an annotation tool according to detailed criteria.

Review and rate this content, using web application “FRT” to support the measurement of search data relevance.

Feb. 2013/ Current

“Freelancing”

Senior Business Analyst at Penta Value

Cairo, Egypt.

Industry: Web / Mobile / Ai Applications

Requirements gathering and clients interfacing

Managing financial figure extraction

Defining Scope for the service / product release

EDUCATION

2012 – 2015

Master of Science in Information Systems

Field: Data Mining and Big data Analytics

(AASTMT) Arab Academy for Science Technology and Maritime Transport, Egypt.

Overall Grade: Very Good.

Studied Subjects: Software Quality Assurance SQA, Knowledge Management systems KMS, Decision support systems DSS, Management Information systems MIS, Advanced DBMS, Customer Relationship Management CRM, and GIS.

2000 - 2004

Bachelor’s Degree in Information Systems

Helwan University, Egypt.

Overall Grade: Excellent

CERTIFICATES AND TRAINING COURCES

Jun. 2018

Product Owner Role & Prep to Scrum Org.

Sep. 2017

Project Management Professional Certification (PMP)

Aug. 2016

Oracle BI 11g R1 : Create Analysis and Dashboards

Jun. 2011

Microsoft SQL Server 2010

Jul. 2010

Microsoft Visual studio 2010

Sep. 2009

Microsoft Project

Jun. 2009

Professional Diploma in Soft Skills at InWent

Capacity Building International program, Germany

Jun. 2007

Microsoft Certified Professional (MCP)

TOOLS AND QUALIFICATIONS

Experienced in Agile software development methodology, as well as Waterfall project management.

Full Knowledge of Product Life Cycle with Strong prioritization skills to Prioritize and sequence the Backlog features according to business value or ROI.

Professional in MS Project, Team Foundation Server (TFS & VSTS), JIRA, MS Office tools with technical writing skills.

Experienced in CMSs like WordPress and Joomla and high skilled in UX tools, MS Visio, and UML.

Deep knowledge of database design and manipulation: MSSQL Server, SSRS, OBIEE 11g, OBIEE 12c, PL/SQL, in addition to, Data mining and machine learning tools like WEKA.

Creative when it comes to demonstrations and customer acquisition strategies.

REFEREES

Eng. Salah Nassar: 012******** Dr.Moustafa Moharram: 010********

LINKED In

https://www.linkedin.com/in/suzan-hassan-msc-08349235/

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