Mahmood Shukor
Atlanta,GA
Summary
Analytical and results-driven Business Systems Analyst with 4+ years of experience supporting SaaS platforms, system integrations, and cross-functional operations. Skilled in requirements gathering, documentation, platform administration, and stakeholder alignment. Proven track record implementing scalable solutions across HR, Payroll, Finance, and Operations with a focus on efficiency, security, and compliance.
Overview
7
7
years of professional experience
Work History
Information System Administrator
TOCA Football
08.2023 - Current
- Led technical onboarding for new centers, including POS transitions, SaaS integrations, and system standardization.
- Developed SLAs, SOPs, and documentation to support scalable onboarding and ongoing platform management.
- Implemented and integrated Heymarket messaging system to streamline HR and customer communication.
- Optimized MBO and DSR platforms, improving financial and operational efficiency by 25%.
- Partnered with leadership to align IT systems with long-term business strategies.
- Supported system configuration, performance tracking, and user adoption across multiple platforms.
- Analyzed system requirements to enhance data integrity and streamline data management processes.
- Coordinated cross-functional collaboration for successful implementation of IT solutions.
- Managed software deployments, upgrades, and training across end-user systems.
- Conducted risk assessments and documented system vulnerabilities and mitigation strategies.
- Created detailed reports and recommendations for senior management review.
Application Support Specialist
TOCA Football
06.2022 - 08.2023
- Supported technical administration and optimization of SaaS platforms (MBO, DSR, Heymarket, Zendesk) across HR, Operations, and Finance.
- Created RFPs, technical specs, and system documentation to support new integrations and system upgrades.
- Reduced support requests by 15% by streamlining workflows and enhancing documentation and training.
- Collaborated with HR teams to improve system workflows and user experience across HRIS-related tools.
- Managed user access, permissions, and security protocols to ensure compliance with data privacy and audit requirements.
- Oversaw vendor escalations and relationships, ensuring timely issue resolution and improved platform performance.
- Aligned system enhancements with business objectives through close collaboration with cross-functional stakeholders.
Quality Assurance Analyst
TOCA Football
Johns Creek, GA
03.2022 - 07.2022
- Developed and executed test plans for new platform features and integrations, ensuring functionality and performance.
- Identified bugs and system issues; worked closely with developers and product teams to resolve them efficiently.
- Authored detailed test cases, QA documentation, and reports to support stakeholders and project teams.
- Built an internal knowledge base, improving support consistency and reducing resolution time.
- Conducted root cause analysis for recurring issues, contributing to long-term system stability.
- Participated in Agile ceremonies to align QA processes with project requirements and timelines.
- Performed internal audits to assess compliance with established QA standards and best practices.
Guest Service Representative
TOCA Football and D-Bat
Johns Creek, GA
08.2021 - 07.2022
- rovided technical and operational support for scheduling and membership platforms (Mindbody, DSR), ensuring data accuracy and system uptime.
- Trained staff on booking systems and workflows, improving operational efficiency and customer service delivery.
- Assisted in testing and rollout of new features related to member programs and services.
- Managed front desk operations, including payment processing and cash handling with 100% accuracy.
- Resolved customer inquiries and service issues promptly, enhancing satisfaction and retention.
- Built and maintained strong client relationships through proactive support and clear communication.
Interpreter
LATN
Atlanta, USA
01.2020 - 07.2023
- Facilitated real-time communication between non-English-speaking individuals and service providers in healthcare and educational settings.
- Interpreted verbal conversations and translated essential documents, including patient records and discharge summaries.
- Maintained strict confidentiality and upheld professional ethics in high-pressure, sensitive environments.
- Bridged cultural and language gaps to support informed decision-making and effective problem resolution.
- Adapted communication styles to meet the needs of diverse audiences in fast-paced, high-stakes situations.
Range Supervisor
Atlanta Athletic Club
Georgia, GA
07.2018 - 08.2021
- Managed daily golf range operations including safety checks, equipment maintenance, and customer service.
- Trained and led a team of range attendants to deliver exceptional guest experiences.
- Implemented workflow improvements and operational tracking, boosting productivity.
- Oversaw equipment inventory and ensured resource availability across peak periods.
- Supervised golf operations staff, ensuring efficient operations and customer service.
Education
Bachelor of Science - System and Security
Georgia Gwinnett College
Lawrenceville05-2023
MBT - Master of Business & Technology
University of Georgia
GASkills
- SaaS Platform Implementation & Optimization
- System Integration & Technical Documentation
- Business Requirements Gathering
- HR/Payroll Platform Support (ADP)
- POS System (MBO, DSR, Bond, and many more)
- IT documentation
- IT stakeholder management
- IT policy development
- IT operations management
- IT strategy development
- SOP Development & System Configuration
- Data Mapping & System Workflows
- User Training & Enablement
- Agile & Scrum Methodologies
- Cross-Functional Team Collaboration
- Project Coordination & UAT Testing
- Vendor Management & Support
- Technical Troubleshooting & Support
Passion
I’m passionate about turning business needs into scalable, technical solutions that streamline processes and improve systems. I thrive at the intersection of people, process, and technology—especially in projects involving SaaS implementation, HR/payroll systems, and system integration. I’m driven by a desire to simplify complexity, align stakeholders, and build solutions that are both effective today and scalable for the future.
Affiliations
- National Cyber League Participant (Gold Award, GGC) – Earned the prestigious Gold Award in the National Cyber League competition.
- Presidents List Honoree – Recognized for outstanding academic achievement and excellence.
Accomplishments
- Vice President, Information Technology Students of America (ITSA) – Led initiatives that enhanced technical knowledge, collaboration, and professional development across student cohorts.
- Board Member, Georgia Gwinnett College Alumni Association – Engaged in alumni outreach, mentorship, and event planning to foster continued alumni involvement and institutional growth.
- Volunteer Contributor, Doctoral Research Study – Shared personal experiences as a refugee to support a doctoral study on how education impacts refugee families’ transition and development in the U.S.
Languages
- Burmese – Native
- English – Bilingual
- Malay – Intermediate
- Hindi – Conversational
Timeline
Information System Administrator
TOCA Football
08.2023 - Current
Application Support Specialist
TOCA Football
06.2022 - 08.2023
Quality Assurance Analyst
TOCA Football
03.2022 - 07.2022
Guest Service Representative
TOCA Football and D-Bat
08.2021 - 07.2022
Interpreter
LATN
01.2020 - 07.2023
Range Supervisor
Atlanta Athletic Club
07.2018 - 08.2021
Bachelor of Science - System and Security
Georgia Gwinnett College
MBT - Master of Business & Technology
University of Georgia