MAZHER SHAMSHUDDIN

Project: Salesforce Development/Configuration
Client: Starbucks
Description: Provided Configuration solutions to for the Starbucks Salesforce CLM project
Role: Salesforce Admin/Developer
Responsibilities:
- Create custom objects and fields per the epic story
- Created email templates in both Salesforce Classic and Lightning environment
- Helped with Data migration/load from client's legacy system
- Salesforce Configuration

Project: Formability/One Stop Portal Support

Client: State of Maryland

Role: Support Analyst

Responsibilities
- Responded to and resolved issues for users of OneStop portal for State of Maryland Residents

- Identified system bugs within the OneStop portal and worked with development team to write bug reports and drive them to solution.

• Serve as technical team lead supporting multiple mission-critical applications—including 2 separate instances of OpenText Intelligent Capture (formerly Captiva) across multiple business units—and as trusted partner and go-to person for all support questions
• Work closely with customers and IT stakeholders to rapidly resolve issues—including batch and system issues and SEV 1 / SEV 2 incidents
• Monitor Windows / Unix servers and recognize / resolve issues
• Analyze recurring / escalated issues for management and development teams
• Create SQL queries and analyze data to determine issue root cause and trends
• Respond to application support tickets and ensure achievement of all SLAs
• Perform application and server health checks
• Work closely with vendor on licensing, with Windows and SQL Server teams on patches, and with development team on functional and non-functional requirements
• Develop and maintain documentation
• Establish best practices and consistency
• Propose process improvements
• Address external and internal audit requests
• Provide technical leadership, mentor, coach, and address escalations / questions for 4-5 resources
• Lead monthly EITS Enterprise Information Technology Services maintenance window for all PBM Tier 1 applications
• Collect resource information for 20 total apps
• Attend rehearsal meetings with other technical teams
• Coordinate health checks for Tier 1 apps during post maintenance window
• MAZHER SHAMSHUDDIN
• Mazher.shamshuddin@gmail.com
• (773) 612-5162 Page 2
• MAJOR PROJECTS
• Analyzed fragmented patching process supporting Medicare-D Captiva instance and recognized significant gaps—including post-patching issues reported by business—that had been unresolved for 2 years
• Proposed and gained buy-in for business validation immediately following IT validation
• Eliminated all business-impacting issues
• Recognized discrepancies in data fed to Splunk reporting tool—resulting in empty reporting emails since 2018
• Coordinated project with Tier III and Splunk teams to overcome disconnects
• Brought critical reporting back online—including reporting on critical audit items and PII / PHI data
• Hand-selected by manager to develop and execute DR plan for FastStart Tier I application
• Coordinated with DR team and worked with Tier III to validate test plan
• Delivered successful test exercise
• Directed DR test exercises for two Captiva Capture instances
• Met weekly with DR team and verified process / test cases
• Ensured robust DR capabilities for key application
• Recognized and presented lessons learned from previous Captiva Capture upgrade to Tier III team to streamline subsequent upgrade process
• Ensured no gap in SQL Server reporting following upgrade.

• A 12 week Salesforce- focused cohort that comprises of Professional Development, Financial Literacy, project-based presentations, and technical training in order to receive a Salesforce Administrator certification.

• Partnered with company owners to drive transformation and modernization of business processes
• Built relationships with key clients
• Implemented electronic quote and invoicing processes—retiring legacy manual processes and significantly growing speed and efficiency
• Built first web and social media presence—directly driving new revenue.

• Supported and configured global imaging environments—including IBM and Captiva—from lower lifecycle to production
• Partnered with clients to identify opportunities to enhance business / systems to improve efficiency and productivity
• Directed upgrades with multiple technical teams—including Unix, Windows Server, and DBA
• Served as key technical advisor and escalation point for consultative services and onsite / offshore developers and end users
• Diagnosed issues to identify root cause and develop solutions
• Supported internal / external and on- / offshore users
• Directed multiple successful data extract, import, and conversion projects
• Trained on- and offshore teams
• Spearheaded transition of daily tasks to offshore teams—reducing costs and improving operations
• Partnered with leadership and networking and development teams to deliver 1st successful DR test for Charlotte, NC, scanning center—and created reference document to streamline future DR activities
• Closed 98% of all remedy tickets in 3 days—achieving all department SLAs
• Architected process to extract data from imaging system for departing clients
• Eliminated need for 3rd-party solution and associated licensing costs
• Previous, includes First Cellular Partners as