Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

Shahjade Alam

Icheon Si

Summary

Visionary Application Support Lead with 4+ years of work experience in IT industry, aiming to leverage ITIL and WMS application support experience and knowledge to deliver smooth and effective business flow and achieve customer satisfaction in Supply Chain industry.

Overview

5
5
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Sr Associate Consultant

Infosys
Icheon Si
07.2021 - Current
  • Lead support team of 5 members to deliver smooth business flow by solving application related issues as part of incident management
  • Suggest continues improvement ideas in area of business operation and participate in brainstorming session for new project design and configuration
  • Acted as release manager during monthly release to ensure smooth deployment and testing, post monthly release in WMS applications
  • Played role of transition lead and ensured timely sign-off from clients during project transition
  • Driven end to end regression testing and documentation for WMS application and ensure error free SDN deployment in lower environments ( SIT and automation testing )
  • Ensured zero escalation by meeting client expectations on delivery and adhering to tight SLA’s
  • Coordinate with support teams of upstream system (SAP) and downstream system (TMS) to ensure orders are processed and delivered smoothly
  • Develop new queries for analysis and do workaround using SQL
  • Acted as problem manager to conduct deep analysis and find root cause for repetitive incidents to cutdown repetitive incident flow
  • Get on calls with internal stakeholders and client to discuss ongoing issue and give action plan.

Client Success Analyst

ENVERUS
Bengaluru
08.2020 - 07.2021
  • Learning Oil, natural gas and energy industry
  • Learning Inhouse software by ENVERUS focused in commodity trading across globe
  • Learning process of First Line Support for Trade and Risk Entity of Enverus.

SOFTWARE ENGINEER

Accenture
Bengaluru
05.2018 - 08.2020
  • Quickly gains understanding of product architecture and configuration
  • Supported Warehouse Management Application Manhattan and Jda
  • Solved problems to streamlined warehouse management process
  • Wrote SQL and Progress queries for reporting and during incident analysis
  • Facilitated changes in out of office hours and implemented successfully
  • Improved customer service by taking less Turn Around Time (TAT) and meeting tight SLA
  • Wrote a procedures manual to help L2 support to handle future incidents
  • Accelerated career tracks of freshers and taught WMS functionalities
  • Manage escalations, create/implement proactive measures, report progress to stakeholders
  • Communication with business clients and first point of contact for application issues and outages between business and technology Team
  • Clear, concise and effective communication to customer, vendor and within team
  • Brainstorming for new solutions which needs to be implemented in production environment
  • Reorganized a system by implement shell script and set up monitoring
  • Handled MIM (Major Incident Management) calls during P1 and P2 and gave quick fix to resume the business
  • Handled PIR (Post Incident Review) calls after major incidents and recommended observations which needs to be taken care in future
  • Making of the Use Case Diagram and Activity diagram for any new requirement in project.

Education

Mechanical Engineering

JECRC
INDIA
08.2014 - 05.2018

High School Diploma -

KVS
INDIA
01.2013 - 03.2014

Skills

Support tool and Skill - Manhattan (WMS), Jda (WMS), Sterling (WMS), ServiceNow, Salesforce, Jenkins, ITIL , Unix Shell Scripting, Sql, AWS cloud, RPA

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Accomplishments

  • IIBA endorsed certification on Business Analysis skill

Additional Information

  • TCS campus ambassador from 2015-16.
  • Student HR associate for JECRC from 2017-18
  • Cluster level cricket player from KVS.

Timeline

Sr Associate Consultant

Infosys
07.2021 - Current

Client Success Analyst

ENVERUS
08.2020 - 07.2021

SOFTWARE ENGINEER

Accenture
05.2018 - 08.2020

Mechanical Engineering

JECRC
08.2014 - 05.2018

High School Diploma -

KVS
01.2013 - 03.2014

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Shahjade Alam