NAVEED KHAN3163 Normandy Ridge

Lawrenceville, GA.30004 Ph: (404) 512-5944

Email: Naveedkhan2000@yahoo.com

OBJECTIVEPursue a challenging career as a Consultant / System Analyst with a growing company that can utilize my education and experience while affording opportunities for advancement and development.

EDUCATIONMaster of Management Information SystemsFriends UniversityWichita, KansasGraduation Date: December 1996Bachelor of Business AdministrationWichita State University, Wichita, KansasGraduation Date: December 1993.

SKILLS. 5+ years of hands-on SFDC and Siebel CRM experience in collaborating with the business users to

develop practical solutions. Self Motivated team player, able to set priorities and manage to deadline. Assisted in the planning and implementation of Verizon CRM application and tools. Ability to coordinate and accomplish assignments from concept to completion across multiple

business units. Proven ability to take charge of projects and ensure successful completion. Seasoned business consultant with proven capabilities in documentation of business requirements,

review of technical design, test planning and execution, and post-release support. Excellent knowledge and working experience in with test planning, test execution and test results

analyses. Extensive knowledge of Sales Force and Siebel CRM processes covering account management,

opportunity management, quotes, Activities/Tasks and contracts. Excellent Trouble-Shooting, communication and customer service skills.

EXPERIENCE Client; Verizon Corp

Consulting Firm; Kaztronix, LLC SFDC CRM Business Analyst

January 2012- Present Interacted with various business team members to gather the requirements and documented the

requirements. Write and Develop Test cases for Bi Monthly release. In charge of conducting the UAT with the Business users, and gathering feedback and providing the

same to the Development team. Involved in Design and development of Workflows rules, triggers, validation rules and other

customizations with Salesforce. Write and Develop Test cases for Various Projects. Recommend improvements to existing systems and processes.

Developed custom support SFDC Level2/3 support object.

Provided Post – release support.

Primary lead for SFDC Level 2 support. Providing support for SFDC Level2/3 issues.

Provided enterprise enhancement and sustaining support and implementation of Sales Force.com Instances

Self-Assigning, assessing and troubleshooting end user issues and change request in production environment with rapid turnaround time service agreements.

Worked on Various SFDC standard objects like Accounts, opportunities, Activities/Tasks, Leads etc.

Client; Verizon CorpConsulting Firm; NerdSmith LLC

December 2005- December 2011 Siebel CRM Content Administrator

Responsible for maintaining contract and promotions language, rates and discounts on the daily basis for the following programs in OneView.

o On-Neto Renewal Programo Verizon Business Services Io . Verizon Business Services II

Copying verbiage and rates from old contract services to new re-branded or renamed services. Update and change contracts and Promotions Language in Siebel Language. All changes are made via Siebel one view contact and promotion tool. Responsible for verifying changes by generating test contracts through Siebel System. Troubleshooting and resolving any open issues on an on-going basis within agreed upon service

levels. Helping clients in documenting existing processes and create new processes to increase efficiency. Documented Siebel CRM requirements to make sales [improve business / efficiencies] Led the processes for requirements review. Worked with the technical team to accommodate changes. Supporting, assisting and training users. Provided Post – release support. Managed Siebel contents for content product, promotions and rates. Performed contracts testing in QA Mercury Center. Responsible for Functional, Regression, and UAT testing. Testing planning and QA Analysis for Verizon CRM applications. Analyzing business and functional requirement to design SIT and UAT Test Cases. Led the effort to conduct requirements gathering sessions across various business units- Sales

Support Personnel, Pricing Manager, Contract Manager Etc. Performed testing in QA Mercury Center

CrazyCook Cafeterias LLCMay 2003- June 2005Business Analyst Analyzed and report on the development. Improvement and addition of new features to

crazycook.com website.

.Gathered and conducted Business requirements reviews and formulated logical statements of business Requirements.

Created test plan, Walk through, integration approach and strategy document, test cases, scenarios, conditions and scripts,

Strove towards the ultimate goal of delivering results of the highest quality, on time. Oversee day-to day internal and external communications regarding project status. Analyze the customer needs. Compile information that is necessary to execute the product for the customers. Provide online support to the customers Created test cases and test scripts. Prioritized outstanding defects and system problems, ensuring accuracy and deadlines were met. Record and Document Test results using Mercury Quality Center Worked with development teams investigating and correcting software bugs and deficiencies based

on the testing results.

GTE Communications Product Support/ Provisioning Specialist February 98 – July 2000

Managed and maintained new services tracking tools. Specialized in EDE Manager Software. Responsible for Customer migration to the GTE platform using the following:

PaRT – Provisioning and Retrival Tool – this system is used for order entry and provisioning of orders.

RPMS – Retail PIC Management System - this system was developed to serve as the GTE Long Distance gateway for PIC and ANI activations; currently processes PIC/ANI, 800 Calling Card and Call Accounting transactions for GTELD as well as PIC transactions on behalf of GTE.

CBP – Convergent Billing Platform – this system is used as a billing tool which allows many different services to be billed on one invoice.

COMS – Cellular Ordering Management System – this system is used to perform credit checks on potential customers and also used to translate credit scoring.

Follow up with GTEI for order generation, which initiates the provisioning process. Canvassed CSR to determine proper activation of customer’s product and services. Responsible for but not limited to End- to- end provisioning of Small and Medium business accounts

for Data, Voice, Internet ,Paging, Cellular, and Voicemail for GTE , BellSouth, Ameritech and PacBell.

Managed the verified and non-verified codes Project. Assists in the planning process for all new processes and procedures. Analyzed current competitive products and promotions. Receives assignments in the form of objectives with goals and process to meet goals outlined. Communicates Status of telecommunications projects to senior management. Validate sales order packages and information received from sales. Provide in house support to Sales Support, Engineer and VAR teams for desktop and all application

related issues. Responsible for maintaining problem tracking reports, conducting conference calls, researching and assisting in problem resolution.

MCI Sales SupportJanuary 97- January 98 Delivered sales presentations and demonstrations to maximize sale performance. Analyzed current competitive products and promotions. Conducted training courses for new hires as well as on-going training for roll out of new products. Assisted customer by phone, mail and in person with inquiries and direct customers the appropriate

sales area.

REFERENCES Available upon request.