Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

GHUFRAN KHAN

Enterprise Support Operations Manager
Des Plaines,IL

Summary

Results-oriented Enterprise Support Operations Manager with 10+ years of experience in support management, business analysis, and product ownership. Expertise in managing and optimizing enterprise applications, leading cross-functional teams, and driving digital transformation initiatives. Proficient in Agile methodologies, cloud migrations, system integrations, and process optimization to enhance operational efficiency and ensure SLA compliance.


Experienced in translating business needs into technical solutions, gathering requirements, and collaborating with stakeholders to prioritize product backlogs and define user stories. Skilled at delivering high-impact product enhancements, improving workflows, and implementing automation to drive business outcomes. Familiar with Azure, .NET Core, Power BI, and API integrations to align technology with business objectives.

Overview

10
10
years of professional experience
4
4
Certifications

Work History

Enterprise Support Operations Manager

Merchants Fleet
09.2022 - Current
  • Company Overview: New Hampshire, USA
  • Led and managed a cross-functional team of 6 developers, 3 business analysts, and 1 systems analyst, supporting over 25 enterprise applications, including fleet management, ERP, and billing platforms.
  • Ensured 99.9% uptime of mission-critical systems through proactive monitoring and rapid incident resolution.
  • Spearheaded cloud migration of key platforms (OC5, Great Plains) to Azure, improving scalability and reducing infrastructure costs.
  • Reduced operational inefficiencies by 35% through end-to-end automation of bulk data processing, reporting, and invoice workflows.
  • Integrated third-party platforms (Salesforce, Vertex, JAMS) using API and cloud services to enhance enterprise functionality.
  • Managed system enhancements, break/fix issues, and technical debt through effective use of Azure DevOps and Remedy ticketing systems.
  • Drove backlog grooming initiatives — reduced aged tickets by 60% within 2 quarters, established prioritization criteria, and improved SLA adherence.
  • Led weekly incident reviews, post-mortems, and change management discussions with business and IT stakeholders to drive transparency and continuous improvement.
  • Coordinated cross-team collaboration for major releases, sprint planning, and business continuity planning.
  • Delivered executive-level reporting on ticket trends, app performance, and support KPIs using Power BI.
  • New Hampshire, USA

Business Process Engineer

Merchants Fleet
10.2017 - 08.2022
  • Company Overview: New Hampshire, USA
  • Led and mentored a team of support analysts and developers, improving technical proficiency through regular coaching and training.
  • Reduced ticket resolution time by 50% by optimizing incident workflows and automating recurring tasks.
  • Maintained 99.9% uptime for critical applications through proactive monitoring and rapid issue resolution.
  • Led Azure migration for key systems, resulting in a 20% improvement in reliability and 15% reduction in hosting costs.
  • Automated SSRS reporting, saving 15 hours/week and increasing accuracy for invoicing and analytics.
  • Translated business requirements into user stories and acceptance criteria to align development with business objectives.
  • Facilitated JAD sessions and sprint planning, ensuring alignment between business goals and technical capabilities.
  • Defined and prioritized the product backlog, coordinating closely with UI/UX teams to enhance user experience.
  • Technologies: Azure, .NET Core, C#, Angular, MS SQL, Crystal Reports, WPF, Blazor, WCF
  • Tools: Salesforce, ACL, Vertex, Remedy, JIRA, ADO, JAMS
  • New Hampshire, USA

Business Analyst

Allstate Corp
04.2016 - 09.2017
  • Company Overview: Northbrook, IL
  • Collaborated with stakeholders and project teams to gather, document, and translate requirements for system enhancements.
  • Led UAT efforts, ensuring successful validation and delivery of system improvements.
  • Authored BRDs, FRDs, NFRs, and conducted requirement sessions with internal users and external vendors.
  • Facilitated clear communication between business and technical teams to ensure project alignment and delivery.
  • Northbrook, IL

Business Analyst

Sears Holding Corporation
03.2015 - 03.2016
  • Company Overview: Hoffman Estates, IL
  • Enhanced seller registration portal through process improvement and requirement gathering from Online Business Unit.
  • Created UML diagrams and workflows using MS Visio to document system enhancements and customer review processes.
  • Conducted JAD sessions, wrote use case scenarios, and maintained documentation in Requisite Pro.
  • Acted as liaison between development, QA, and business teams to manage requirement changes and training materials.
  • Hoffman Estates, IL

Education

B.S. - Business Intelligence & Analytics Management

DeVry University

Skills

  • SDLC
  • Agile
  • Scrum
  • Kanban
  • Waterfall
  • Azure DevOps
  • JIRA
  • Cloud Migration
  • API & System Integrations
  • Business Process Optimization
  • SQL & Databses
  • NET Core, C#
  • Power BI, SSRS, Crystal Reports
  • UML, Balsamiq, Miro, MS Visio
  • Root Cause Analysis
  • Gap Analysis
  • Team Leadership
  • Stakeholder Communication
  • Business Process Modeling, Process Optimization

Certification

CSPO – Certified Scrum Product Owner

Timeline

SailPoint Identity Security, 2025
04-2025
Salesforce AI Specialist, 2025
02-2025

PMP – Project Management Professional

09-2023

Enterprise Support Operations Manager

Merchants Fleet
09.2022 - Current

CSPO – Certified Scrum Product Owner

12-2020

Business Process Engineer

Merchants Fleet
10.2017 - 08.2022

Business Analyst

Allstate Corp
04.2016 - 09.2017

Business Analyst

Sears Holding Corporation
03.2015 - 03.2016

B.S. - Business Intelligence & Analytics Management

DeVry University

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GHUFRAN KHANEnterprise Support Operations Manager