Systems Analyst with 15+ Years of Experience
Resume:
Imran Zaidi
Fresh Meadows, NY *****
E-mail: ******@*******.***
Phone # 929-***-****
P R O F I L E :
Analytical and results-driven Systems Analyst with over 15 years of experience bridging technology and operations to improve efficiency, reduce costs, and enhance service delivery. Proven expertise in process optimization, system integration, and data-driven decision-making across retail, e-commerce, IT Strategy and Software Development Life Cycle
(SDLC). Adept at collaborating with business and IT stakeholders to design and implement scalable solutions that support organizational growth and operational excellence. A R E A S O F E X P E R T I S E :
- System Analysis - Project Management
- Problem Solving - Trend Analysis
- Mobile Technologies - Data Analytics & Reporting
- Scrum Master - Vendor Management
P R O F E S S I O N A L E X P E R I E N C E :
TCS (Tata Consultancy Services) June 2018 – To Date Designation: System Analyst
Served as a Subject Matter Expert (SME) for enterprise application, leading integration initiatives across ERP, payment systems, warehouse management systems (WMS), and mobile applications.
Facilitated Scrum meetings including daily standups, sprint planning, backlog refinement and sprint reviews.
Collaborated with business stakeholders and cross-functional teams to gather requirements, translate business needs into technical specifications/user stories, and drive Agile/Scrum delivery.
Partnered with product owners to prioritize and refine backlog items, ensuring clarity, alignment, value delivery.
Review logs, XML, YAML files to identify issues/trends and link them to underlying application bugs, defects, in Jira and assist in identifying the root cause and solution following Agile Scrum framework.
Managed application operations, solution design, deployment, testing, monitoring, and ongoing support across Azure cloud and on-premises environments.
Led incident management and priority issue triage, including root cause analysis, stakeholder communication, trend identification, and defect tracking using Jira.
Monitored application performance, jobs, databases, and system health using tools such as Dynatrace, SCCM, SSMS, and Azure monitoring dashboards to ensure SLA/KPI compliance and system stability.
Coordinated UAT, feature validation, post-deployment support, and disaster recovery activities while implementing process improvements that reduced incident resolution times and improved service delivery. Project: Enterprise SaaS implementation
Led end-to-end implementation and deployment of enterprise POS SaaS platform through successful go-live.
Coordinated with development, QA, and infrastructure teams to ensure timely delivery of project milestones and smooth execution.
Led targeted process enhancements that reduced incident volume by 40% while strengthening operational performance.
Managed UAT coordination, deployment validation, and go-live readiness to ensure stable production releases.
Communicated project status and progress updates to client leadership to maintain alignment and transparency throughout delivery phases.
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SHI International Apr 2017 – May 2018
Designation: Technical Support Specialist
Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support.
Independently interpret, diagnose, and resolve technical issues using available documentation and resources.
Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions.
Clearly communicate technical details, resolution steps, and escalation information to internal teams as needed.
Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures.
Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics.
Participate in special projects, rollouts, and departmental initiatives as assigned by management.
Mentor and assist junior analysts and new team members, sharing knowledge and best practices. Pomeroy Dec 2014 – Mar 2017
Designation: Technical Support Engineer
Provided technical support for enterprise hardware and software, resolving technical issues.
Create and maintain knowledge base articles/troubleshooting guides in SharePoint.
Monitored and analyzed system performance, identifying bottlenecks and suggesting improvements to enhance system efficiency.
Provide technical support on phone, through email and onsite.
Provide exceptional customer service, keeping downtime to a minimum.
Edit and update all aspects of web-based service tickets, comprehensive notes, resolution information, and closure details.
To take initiatives, handle special projects and to coordinate with different departments and customer IT personals.
Worked in on-call rotation and handled production issues after business hours. S K I L L S :
- Microsoft Azure
- Database server MSSQL, Postgre SQL
- CI/CD Pipelines
- SDLC, Agile
- ServiceNow
- Jira Atlassian
- Dynatrace
- Kubernetes
- API
- SaaS
- Windows networking TCP/IP, WINS, DHCP,
Active Directory, DNS
- Win 10,11, Mac OS
- MS Office Suite
- Networking & Data Communication
- Programming tools: Vb.net, Java
E D U C A T I O N :
Bachelor of Computer Science
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