QUALIFICATIONS PROFILE

A seasoned professional with 7 years experience focusing on operations, project management, system implementation, business analysis, regulatory compliance and customer service. Proven experience in large scale data migration and integration projects within high-volume, high-concurrency and multi-platform environments with a reputation for integrity and quality. Team oriented with excellent interpersonal communication skills and the ability to set goals, motivate, lead and monitor staff performance and to meet/exceed expected outcomes. Willing to travel and relocate. Bilingual in English and Arabic.

CORE COMPETENCIES

Infrastructure Design and Implementation Network Installation and Administration

Competitive Business Research and Analysis System Security and Integration

Technical Support and Troubleshooting Project Management and Operations

Leadership, Training, and Team Building Quality Assurance and Process Improvement

Time Management and Prioritization Superior Interpersonal and Presentation Skills

Problem Resolution and Decision Making Highly Organized with Strong Analytical Abilities

Articulate Oral and Written Communication Multitasking in Fast-Paced Environments

EDUCATION

MASTER OF BUSINESS ADMINISTRATION / SAP EMPHASIS 4.0 GPA

Central Michigan University, Mount Pleasant, MI: Expected August 2011

SAP GRADUATE CERTIFICATE 4.0 GPA

Central Michigan University, Mount Pleasant, MI: December 2009

BACHELOR OF SCIENCE IN BUSINESS COMPUTER INFORMATION SYSTEMS

Student Leader of the Year in 2005; Academic Scholarship in 2003–2005

Saint Cloud State University, Saint Cloud, MN: 2003–2005

ASSOCIATE OF SCIENCE IN ELECTRICAL ENGINEER, PHYSICS AND SCIENCE

Dean’s List: 2000 and 2002

Salt Lake Community College, Salt Lake, UT: 2000–2002

ADDITIONAL CREDENTIALS

•SAP ENTERPRISE SOFTWARE FOR MANAGEMENT

This course explores a variety of issues in the management and development of enterprise software in organizations. Its primary objective covers business reengineering and business work flow as well as analyzing the business component and application modules included in the SAP R/3 enterprise software.

•SAP CONFIGURATION AND IMPLEMENTATION GLOBAL SYSTEMS

Course introduce the configuration and validation of operating company environment “Supply Chain/Procurement” in the Make, Buy, Sell and Track business processes through interaction with an SAP integrated environments FI, MM, SD, CO, PP.

•mySAP ERP INTEGRITY OF BUSINESS PROCESSES

This course introduce the basic understanding within the consulting profile of global business organization and implement this knowledge practically in projects carried out using SAP ERP 6.0, SEM 4.0 and BW 3.5.

•SAP BUSINESS INFORMATION WAREHOUSE

This course is a study of SAP Business Information Warehouse (BW) as business intelligence solution. It includes comprehensive data analysis, construct queries, build desktop and web applications, performs information modeling and integrated planning using BW. Conduct a research and comprehend enterprise data warehousing, SAP Net weaver integration platform and SAP BW architecture.

•SAP CONFIGURATION, CONTROL AND IMPLEMENTATION OF GLOBAL ACCOUNTING SYSTEMS

The cognitive objective is to acquire a professional understanding of accounting system and internal controls as well as learn how they relate to systems design, implementation, and control of enterprise resource planning systems through the use of the Governance, Risk and compliance paradigm.

PROFESSIONAL EXPERIENCE

PROGRESSIVE INSURANCE  MAYFIELD, OH

IT QUALITY ASSURANCE ANALYST / DATA STEWARD NOV 2008–PRESENT

Ensure that all information systems products and services meet organization standards and end-user requirements. Participate in requirements reviews, design reviews, system analysis and coordinate testing reviews. Evaluate risks associated with testing approaches and recommend alternative testing approaches. Gather and compile measurement information from multiple sources and generate metrics reports. Execute test cases and the testing process through automated test tools or a manual process. Conduct advanced troubleshooting of software defects and/or automated scripts. Build and cultivate long-term quality relationships with business customers and technical peers in system analysis process and develop requirements that facilitate testing. Audit and support 23 Tables base to assure compliance with legal and business. Perform critical QA management role in WIPRO project “Auto and Special Lines” elevation of SBR and Quoting platforms from C++ to C#.

Notable Achievements:

•Developed test cases for new or existing systems and projects with moderate to large scope

•Created and input test data as well as used tools and programs or extracted production data to execute test cases

•Successfully cross-trained with various platform of “Component” Group to increase other teams’ productivity

•Introduce logistic services and business model innovations that drive business

•Management of multiple concurrent critical projects

ETG / CLAIMS HELP DESK SPECIALIST CERTIFIED MAY 2006–NOV 2008

Provided high-level technical support for global IT infrastructure on a 24x7 basis, supporting more than 35,000 employees throughout the United States. Utilized dialup/VPN/Citrix, Internet challenges, voicemail, telephone, and PBX system in supporting security credentials, Lotus Note, networking, and remote access. Regularly interacted with customers to resolve system hardware/software error messages and storage configuration problems in a timely manner. Proactively identified potential area of wide system improvement and initiated analysis and resolution.

Notable Achievements:

•Instrumental in troubleshooting hardware, software, and connectivity issues for a mix Windows NT/2000 and mainframe environment

•Obtained high level of productivity and made it in the Top 10 lists of help desk support NPS due to efficient handling of more than 250 calls per week

•Consistently provide exceptional productivity, availability and high result resolution to end users while optimizing systems performance and spool utilization.

•Worked on Sundays to assist users with policies, procedures and wide variety of troubleshooting areas

•Improved department productivity and facilitated training to new team members

•Received awards for innovative ideas submitted to the upper management for Ideas That Drive database

•Attained Customer Service Recognition in 2007 and Employee Recognition for year 2007 and 2008

FRANKENMUTH FUNDRAISING CO.  FRANKENMUTH, MI

IT MANAGER–BUSINESS SYSTEMS ANALYST SEP 2005–APR 2006

Supervised functional teams of Sales, Services and Product Marketing personnel to evaluate existing technologies and business processes. Innovated forecasting system for seasonal hot items and consumer product goods in order to improve accuracies. Consolidated and supported Exchange 2000, GFI Fax Maker, IIS, and Windows 2000/2003 servers, maintained active directory, database system architecture, security, data recovery, and established consistent hardware/software standards to eliminate unstable, highly mixed operating environment. Complied with Sarbanes-Oxley requirements by implementing business continuity and disaster recovery plans. Prepared reports, material requisitions, memos, and invoices, as well as handled all external correspondence.

Notable Achievements:

•Initiated the development of CRM Strategy and road map vision and oversaw business process and technical mapping

•Surpassed business founder expectations and played a vital role in completing numerous projects

•Eliminated host cost by 100% and reduced webpage downtime by 75% through carrying out the hosting Internet Information Server from second-party to in-house host

•Streamlined current network and stabilized production control servers, improving hardware uptime from 70% to 99% and production line uptime from 80% to 97%

•Conceptualized new ideas for business growth to drive productivity and increase efficiency such as establishing e-commerce store, gift basket program, and carnivals rental

•Decreased payroll errors and improved labor tracking and decision-making by installing ADP system

•Cut down the amount of troubleshooting tickets by 50% using new quality, development procedures, and user-friendly manuals

QUEBECOR WORLD INC.  SAINT CLOUD, MN

MANAGEMENT INFORMATION SYSTEMS JAN 2003–SEP 2005

Spearheaded a team of four in testing, analyzing, building, repairing, troubleshooting, and reconfiguring desktops, laptops, and servers for the business. Primarily held responsible for administering, optimizing, and supporting internal LAN/WAN infrastructure consisting of Novel, Lotus Note, and Windows 2000 Active Directory along with more than 600 Windows 95/98/2000/XP Professional desktops / laptops. Addressed and resolved network and server connectivity issues, administrated back-up/recovery solution utilizing CA ARCserve Backup. Maintained laser, inkjet, and dot matrix network printers; performed troubleshooting and repair on wireless scanners, vehicle mounted units, and pocket PCs

Notable Achievements:

•Diligently managed inventory of technical assets valued up to $100K and mentored intern technicians to foster team unity and promote highest level of staff performance

•Researched, recommended, and implemented new hardware and software into the environment to increase efficiency and quality

•Improved compliance to service level agreements from 75% to more than 98% by developing a troubleshooting knowledge database and inventory record database to help new hires and technicians

•Recognized for ability to satisfy more than 600 employee’s through analysis and problem resolution

•Received Human Resources Recognition in 2005 and Management Recognition in 2004

•Worked on the production in night to learn the business process and create new ideas and enhancement process from the business and technical side while managing the department during the day

CERTIFICATIONS

•SAP TERP 10 BUSINESS PROCESS IN ERP, SAP of America through Central Michigan University, Mt. Pleasant, MI: (Expected Completion: July 2010)

•QUALITY CENTER, HP SOFTWARE EDUCATION SERVICE, Mayfield, OH

•USING QUICK TEST PROFESSIONAL, HP Software Education Service, Mayfield, OH

•APPLICATION Development QUALITY ASSURANCE ANALYST, Progressive Information Technology University, Mayfield, OH

•INFORMATION TECHNOLOGY CORE, Progressive Information Technology University, Mayfield, OH

•MICROSOFT CERTIFIED PROFESSIONAL, Cleveland, OH

PROFESSIONAL TRAINING

•Consulting Skills for IT Professionals

•HP Quick Test Professional | HP Quality Center 9.2

•Enterprise Technology Group ISO 9001-2000| Enterprise Technology System 9000

•Project Management Framework | Problem–Change Management | Estimating | Conducting Reviews

•Quality Assurance Common Body of Knowledge | Technology Infrastructure Overview

•IT Virtual Incident Management I, II | Monitoring System Overview | Measured Applications Overview

•Business Process Improvement | Lotus Note

PROFESSIONAL AFFILIATIONS

•MEMBER, Institute of Electrical and Electronics Engineers (IEEE) | MEMBER, Microsoft Business Solution

•MEMBER, SAP-Press | MEMBER, SAP Insider Online

TECHNICAL EXPERTISE

SERVERS: Novel, MS Server 2000/2003, Exchange 2000, Citrix, HP Servers, MS Outlook (POP3/IMAP),Lotus Note, IIS including Registry Edit-Group Policy-SharePoint services-Setup-Active Directory and Symantec Backup Exchange

OPERATING SYSTEMS:Windows 9x/2000/XP/NT/Vista

DATABASES:Oracle, SQL, Access

SOFTWARE:MS Office, MS Project, Visio, MS Active Sync, CentreVu, Remedy, Mainframe to process intensive computing, Passport, Radia/Idesk, SafeBoot, FastDataWeb, Lotus Note, Outlook, Reflection 9.0, Lawson, QWMS, Avalanche, Pervasive, Quick Test Professional 9.5, Quick Test Professional Scripting, EXT, XML Spy and HP Quality Center 9.2

HARDWARE:Dell, HP, Gateway, Compaq, IBM, Inject/Laser/Dot Matrix Printers, Scanners, Routers, VMU, Access Points, Pagers, Avaya Phone System and Tape Backup

PROTOCOLS:TCP/IP, WAN, LAN, Wireless LANs, DHCP, DNS, 802.11x, VoIP, Avaya IP Agent, Dial-up, VPN, Roam, Road Warrior, FTP, Ethernet, Telnet, PcAanywhere, Single Point of Administration

LANGUAGES:C, C++, Visual Basic.NET, JAVA, VHDL, SQL for Beginner, C# for Beginner

WEB DEVELOPMENT:Dreamweaver CS3, Flash CS3, Swish-Max, MS FrontPage, Photoshop, Corel

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