Husnain AhmadMetro Atlanta678-300-7639

husnain.ahmad@comcast.netSummary:

Accomplished production control and technical support analyst with more than 12 years of proven success in product lifecycle management, carrier access billing, technical support enhancement and automation. A highly motivated individual who would like to become a part of a company that thrives on innovation and is dedicated to provide excellent support experience.

Professional Skills:

Loaded and unloaded cost of access (Carrier Access Billing - CAB) tapes Monitored batch processing via AUTOSYS and UNIX Cron tools Monitored UNIX based EDM server backup and recovery On UNIX and NT servers, monitored file system utilization, report distribution, and job scheduling. Monitored the open

view interface for messages and respond to alerts. Opened trouble tickets and escalated to appropriate second-level support organization to maximize system availability and minimize the impact of unplanned outages

Installed and scheduled Production Autosys jobs Technical process development and enhancement via Unix, Linux, Unix Scripting, Oracle SQL, BEA Weblogic, JBOSS

Applications: Healthcare Physician Mobility & Portals, HealthCare Document Management, JBOSS, BEA Weblogic, XML, SQL Server 2012,SQL Developer, SQL Server Management Studio, SAP/CRM Ticketing System, Service Desk Ticketing Systems, Open Text Product Vignette, Load Balancer, CITRIX, Vantive, IIS, Horizon Physician Portal, Horizon Patient Folder, HMI, Batch Processing, Sage 50 Accounting Software.

Operating Systems: UNIX (HP/Sun Solaris), LINUX (Red Hat, Centos), Windows 7/8, DOS Servers: UNIX (SOLARIS, HP, AIX), LINUX, Windows (2008, 2012) Databases: Oracle, Ingress II, Access, and SQL Server 2012 UNIX/LINUX: Advanced UNIX/LINUX commands, VI Editor, TCP/IP, Shell Scripting, UNIX Security, Perl,

Basic UNIX/LINUX System Administration, FTP Languages: SQL & PL/SQL. Hardware: Sun Solaris/NT Troubleshooting Excellent Troubleshooting Experience with Tier1 & Tier2 Support. Customer Service Excellent Internal & External Customer Service Experience skills.

Professional experience:

Sage Software, Lawrenceville, GA 10/2016 – 01/2017Customer Support Specialist

Provided an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.

Identified the root cause of the client’s sage 50 software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues

Used Knowledge Center Support (KCS) methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Assisted customers in gaining the most value from their Sage products and services

Documented each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources

Worked collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches.

Prioritized work balancing importance from the customer perspective and operational efficiency. Adjusted workload when priorities and resources change, managing time and resources to ensure the best possible

outcome for the customer, employee and organization Stayed current on technical and business knowledge in all assigned applications, as well as support processes and

procedures

McKesson Healthcare, Alpharetta, GA 03/2010 – 03/2016Technical Support Analyst

Diagnosed and resolve extremely complex technical issues in McKesson solutions. Provide application support and configuration of different McKesson applications. Served as consultant for internal and external customers in product areas Developed solutions to manage customer workflow and improve patient care Developed issue resolution dashboard for account managers and management to effectively manage and resolve

customer challenges Developed and maintained effective relationship with internal and external stakeholders Performed process GAP analysis and provide recommendations in different McKesson solutions Managed knowledge base portal Primary point of contact for new releases to ensure best practice implementation in support structure Key SPOC with Product Management, Development, QA, Services and other Customer Developed action plan for complex customer issue resolution Provided application support for Unix/Linux, Oracle SQL and SQL server Using File Transfer Protocol (FTP) for Critical File Transmission from one system to another. Used HP CRM (SAP) Ticketing System to create, track and/or resolve service requests for HPP Application. Wrote UNIX shell scripts to automate some simple tasks that help to trouble the application issues.

LexisNexis, Alpharetta, GA 05/2006 – 03/2010Mid-Range Support Analyst II

Provided advance technical support to customers and resolve complex queries Provided diagnosis on production issues by analyzing data log files, error rates and code releases Ensured compliance of change management policies and procedures across releases Report production issues along with tracking and testing of resolutions provided Served as primary technical support liaison between internal and external customer Researched complex issues and formulate support guidelines Monitored processes i-e application traffic files, error rates, CPU utilization Diagnosed problems with application programs and amend codes using systematic questioning techniques Installed and configured products or system components Provided enhancement to support structure through development and enhancement of processes using Unix/Linux,

Unix Scripting, Oracle SQL, BEA Weblogic, JBOSS and DOS batch files Monitoring and troubleshoot Background batch processes running on the System. Used Service Desk Ticketing system for Resolving/Tracking application issues and for Root Cause Analysis.

Electronic Data Systems / Nextel, Norcross GA 04/2003 – 05/2006Situation Management Coordinator/First Level Technical Support

Provided customer assistance on software, hardware & network operations Creation and tracking of trouble tickets using Vantive tool for employee issues and suggestions Formulated CFT’s to address , track and resolve company critical issues Ensured reported issue resolution within SLA Resolved complex problems using available tools along with Internal and external stakeholder management Managed multiple projects at given time Effectively articulate necessary technical and non-technical information to customers Communicate and work effectively with staff in all levels of the organization

Nextel Communications, Norcross GA 02/2001-04/2003UNIX Operator/Tape Management (Data Center Operations)

Monitored batch processing via AUTOSYS and UNIX Cron tools Monitored billing systems, Ingress databases in accordance with a schedule of operations On UNIX and NT servers, monitored file system utilization, report distribution, and job scheduling. Monitored the open view interface for messages and respond to alerts. Opened trouble tickets and escalated to appropriate second-level support organization to minimize the impact of

unplanned outages. Monitored UNIX based server EDM backups and system recoveries along with support for load and unload the EDM

tapes into EMC storage machines

Loaded and unloaded cost of access (Carrier Access Billing - CAB) tapes from Bell Atlantic, Bell South and GTE Reporting and presentation of bi-monthly reports to management Utilized UNIX commands to monitor Data Center Operations Provide on-site support in a 24x7x365 environment Worked as first level problem analysis and resolution for networking troubles

Education:MS in Information System (in process) Strayer University, Roswell GA Associate Degree in Computer Business System & Network Administration Computer Learning Center, Laurel, MD B.S. Engineering in Metallurgy & Material Sciences University of Engineering and Technology

Certificate and Professional Training: Basic & Advanced UNIX Operating System SUN/HP/NT servers training from EDS/Nextel Hardware Support Team JBOSS Administration from Accelebrate Learning Center Querying Microsoft SQL Server 2014 Training from Upgrade Consulting Services