Senior System Analyst Resume

SUMMARY

Well qualified and Technical focused professional having over 10 years of experience consisting of Development/Support/System Analyst of Contact Center Applications and telecommunications systems. Seeking a challenging Technical assignment with a growth oriented organization. Academic qualifications include Bachelor’s degree in Computer Science coupled with multiple training acquired during professional career.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Senior System Analyst

Confidential

Responsibilities:

Provide technical expertise and recommendations in assessing new IT software projects and initiatives to support and enhance our existing systems.
Identify opportunities that can improve efficiency of business processes.
Coordinate application development for multiple projects.
Assist in troubleshooting software application issues.
Troubleshoot technical issues and identify modifications needed in existing applications to meet changing user requirements.
Analyse data contained in the corporate database and identify data integrity issues with existing and proposed systems and implement solutions.
Provides assistance and advice to business users in the effective use of applications and information technology.
Write technical procedures and documentation for the applications including operations, user guide, etc.
Verify database and data integrity.
Assist in the creation of the system design and functional specifications for all new development projects.
Serve as a liaison and facilitator between all business units to assist in addressing and resolving IT software issues
Ensure appropriate standards and procedures are adhered to during the development process to support a quality deliverable to James Hay.

Contact Center Technical Expert

Confidential

Responsibilities:

System analyst activities to enhance business solutions.
Team Leader activates to deliver Contact Center Applications.
Handling mega projects with vendor and business in the Contact Center of Confidential -Egypt (600 seat) Using implementing Framework, SIP, GVP, Composer IVRs, Reporting, Recording and WFM
Handling B2B part to avail solutions with alternatives ways
Integrate with all telecommunications systems like ERP, USSD, Charging System, SMS, Siebel CRM and Billing System
Managing vendors and internal teams to achieve the technical targets
Develop and deploy the largest IVR applications with high Quality deliverables
Genesys Development and consultant
VI CORP IVR Design/ implement and deployment
Migrate GAD to IWS under SIP - Migrate Voice Genie to GVP platform
Migrate Physical PBX “Alcatel” to Genesys SIP
IWS (Interaction workspace) - Agent application
Implement Genesys IWS in Confidential contact center with the needed customization

Senior System Analyst

Confidential

Responsibilities:

Gathering the requirements and validate the technical feasibility
Managing CRM Projects from Assessment till delivery to customer including implementation, testing, UATs, Handover, and Deployment
Follow the project life cycle and processes throughout the development of the project
Building Genesys Reporting using DMA
Migrating Informational IVR Services from old solution IVR to the new VI CORP Environment OMP & Vicrop)
Performed strength test on the OMP Environment
Apply Customization on Confidential VCC(Video Contact Center )
Migrate Mega Confidential IVR (#500), Integrate with Message Engine and Subscription
Outbound IVR application for data collections, Offers subscription

System Analyst

Confidential

Responsibilities: