Summary
Overview
Work History
Education
Skills
Timeline
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Faiz Azam

Madison,WI

Summary

Highly skilled and experienced software support manager with a technical background and a strong understanding of business needs and strategy. Proven ability to lead and collaborate with cross-functional teams, deliver projects on time, and provide exceptional customer service. Seeking a challenging position in a dynamic organization where I can leverage my skills and experience to contribute to the company's success. Technology-inclined professional possesses strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

12
12
years of professional experience

Work History

Application Support Lead

Compunnel
09.2020 - Current
  • Managed a proprietary software support team for over 3-5 years, overseeing the resolution of technical issues and ensuring high customer satisfaction levels
  • Collaborated with various departments, including development, sales, marketing and product management, to align support activities with broader business goals and strategies
  • Developed and maintained strong customer relationships, providing extraordinary customer service, and managing key accounts
  • Leveraged technology exposure to the WebSphere Commerce Suite environment, sql developer to support and optimize software solutions
  • Designing the document and leading the team on the new development
  • Utilized critical thinking skills to identify and resolve complex technical issues, ensuring minimal disruption to clients' operations
  • Help the business during the peak season sales by analyzing the application need, previous year peak season sales, incident raised during last season and other parameter to make sure application is available 24 by 7 for the customer
  • Created detailed reports outlining the status of each technical issue reported by customers
  • Generate the revenue and projection report for the peak season for the business
  • Worked on improving the performance of the application for the peak season
  • Helped one of the toy-making clients (Mattel) in conducting flash sale from configuration to conducting the sale
  • The flash sales happen every week and around 25k-30k orders get placed in an hour
  • Developed training materials and procedures, and trained users in proper use of e-commerce concept
  • Managing the promotion and calculation framework using the IBM accelerator and management center
  • Assisted team to remove impediments by understanding the control and release processes
  • Provide technical leadership on the WebSphere Commerce Suite environment and fix the enhancement and bug using JAVA and J2EE concept
  • Designing the document and leading the team on the new development
  • Worked as the Tech Lead for multiple clients (Barnes & Noble and Mattel for more than two years
  • Worked on improving the performance of the application
  • Worked on IBM WebSphere Commerce Server Version from Configuration, maintenance, Patching and troubleshooting on different Environments
  • Worked with business in prioritizing the item for the Sprint based on team capacity
  • Worked with team to make the Sprint in on track, helped the team in removing any technical impediments faced during the sprint
  • Assist the business and team during the peak season sales by analyzing the application need, previous year peak season sales, incident raised during last season and other parameter to make sure application is available 24 by 7 for the customer.

Senior Project Associate

Cognizant
01.2019 - 09.2022
  • Work with the team on continuous delivery of the sprint items for the new development and enhancement
  • Assisted with internal and external communication, improved transparency, and radiated information among the team
  • Incident support request technical analysis, assessment, and fulfillment: Analyzing incident related to day WCS
  • Prepare models to be certain that the data objects are represented accurately
  • Coordinating with the offshore on maintaining the application, helping the business especially during season that generates millions of revenues for business
  • Help business team to conduct sales and other activities successfully
  • Make sure the production environment is up and running for it
  • Assisted team to remove impediments by having an understanding of the control and release processes
  • Responsible for member/user management using the IBM WebSphere site admin framework
  • Managing the promotion and calculation framework using the IBM accelerator and management center
  • Validate and help business in setting the promo using CMC and item for the flash sale and peak season
  • Assisted team to remove impediments by understanding the control and release processes
  • Worked on Remediate project to fix critical issues before season sale
  • Assisted with internal and external communication, improved transparency, and radiated information among the team
  • Incident support request technical analysis, assessment, and fulfillment: Analyzing incident related to day WCS
  • Develop Shell scripts for automation of the data flow process
  • Develop the Shell scripts and cron job using the IBM data load utility
  • Provide technical leadership on the WebSphere Commerce Suite environment and fix the enhancement and bug using JAVA and J2EE concept
  • Helped the team in developing One time/On-demand PL/SQL queries in Oracle SQL for the business requirement
  • Develop automation jobs to schedule data processing jobs developed using the IBM site admin console
  • Coordinate with business users to understand the data sources/entities
  • Developed the various order flow scheduler in WCS and optimized it
  • Integrate and develop the wcs listener to ERP system that captures and consumes the information from them
  • Coordinating with the offshore on maintaining the application, helping the business especially during season that generates millions of revenues for business
  • Worked on Remediate project to fix critical issues before season sale
  • Have a good command on Oracle DB, with excellent understanding of Oracle objects such as Package, Procedures, Triggers, Functions and Collections, which is the key to get this job effectively completed
  • Coordinate with the onshore and offshore team on the incident management and making sure the production environment is up and running all the time
  • Involved in creating RCA for the prioritized issue
  • Find out the workaround and permanent fix for those.

Senior Software Engineer

Softcom
10.2018 - 01.2019
  • Work with the team on continuous delivery of the deployment using Jenkins
  • Worked on the Enhancement and Sprint items
  • Coordinate with the onshore and offshore team on the incident management and making sure the production environment is up and running all the time
  • Production Support during Season time
  • Worked on Remediate project to fix critical issues before season sale.

Application Development Senior Analyst

Accenture
06.2012 - 10.2018
  • Analyzed user needs and software requirements to determine feasibility of design within time and cost constraints
  • Wrote well-designed, testable code
  • Implemented agile development practices across multiple projects, ensuring timely delivery of high-quality solutions within budget constraints
  • Consulted with customers and other departments on project status, proposals and technical issues, such as software system design and maintenance
  • Planned test schedules or strategies in accordance with project scope or delivery dates
  • Participated in the full software development life cycle (SDLC) from requirements gathering through system implementation
  • Collaborated with stakeholders to design user interfaces that provided intuitive navigation and enhanced user experience on various platforms
  • Worked on Remediate project to fix critical issues before season sale
  • Applied fix pack and feature packs on WebSphere Commerce Server
  • Applied WAS upgrade on WebSphere Commerce Server
  • Work on Stuck Order Report that generate list of stuck order in CSV using Python and DB connection
  • Responsible for Catalog update, Member data sync and Order management
  • Work on performance tuning of various subsystem
  • Work closely with business to ensure that business requirements are translated to technology requirements and subsequently drive the execution of from design through successful deployment of new e-commerce platform
  • Responsible for Catalog subsystem, Payment integration and Order management system.

Education

MBA -

Kelley School of Business

Master Of Science (M.S.) In Data Science -

Western Governors University
02.2023

Bachelor Of Engineering in Computer Science -

SDMCET
Dharwad, Karnataka
06.2012

Skills

  • Excellent Communication
  • Dependable and Reliable
  • Team Building
  • Team Leadership
  • Problem-Solving
  • Technical skill like Java, J2EE, PL/SQL, Python and WebSphere Commerce
  • Incident Management
  • Business Analysis
  • API Integration
  • Capacity Planning

Timeline

Application Support Lead

Compunnel
09.2020 - Current

Senior Project Associate

Cognizant
01.2019 - 09.2022

Senior Software Engineer

Softcom
10.2018 - 01.2019

Application Development Senior Analyst

Accenture
06.2012 - 10.2018

MBA -

Kelley School of Business

Master Of Science (M.S.) In Data Science -

Western Governors University

Bachelor Of Engineering in Computer Science -

SDMCET

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Faiz Azam