MUHAMMAD SHAHZAD
Chicago
Summary
Dynamic and detail-oriented Business Application Support Analyst with a strong foundation in Computer Science, seeking to leverage expertise in business analysis, application management, and end-user support to optimize operations and ensure compliance. Proven track record in managing enterprise web applications, identifying automation opportunities, and implementing improvements to enhance departmental efficiency. Skilled in stakeholder collaboration, requirements elicitation, and end-to-end project coordination across Agile and SDLC environments, with proficiency in Azure DevOps, Confluence, SharePoint Online, and data interpretation for reporting. Demonstrates exceptional leadership and strategic thinking skills, with a strong focus on driving continuous improvement initiatives through effective relationship management and comprehensive end-user support.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Business Analyst
Accenture – Client
10.2022 - Current
- Stakeholder Collaboration & Project Management: Partnered effectively with functional and technical staff, business representatives, tech leads, and architects, to gather, review, and refine requirements while managing project timelines and deliverables. Ensured alignment with project goals, technical feasibility, and business needs. Coordinated project activities from conception through completion, identifying and resolving issues to ensure project accuracy and timelines.
- Web Application Support & Requirements Management: Supported various enterprise web applications and business systems, decomposed complex requirements into manageable components, documented them in Confluence and Azure DevOps, and defined clear acceptance criteria. Researched and analyzed operating procedures and policies to identify automation opportunities and formulate practical improvements. Provided non-technical support to end users navigating web application features and functionality.
- End-User Support & Training: Served as a non-technical support point of contact for assigned functional areas, assisting users with web application-related issues and guiding them through system functionality. Conducted user training sessions on web application features, provided one-on-one guidance, and developed training materials to facilitate knowledge transfer and system adoption. Responded to user inquiries and concerns with professional and timely support to enhance customer experience.
- Data Integrity, Validation & Reporting: Conducted comprehensive manual testing to validate web application functionality and data accuracy, identified inconsistencies and potential compliance issues, and documented findings to support quality assurance. Assisted with data extraction and report generation to support business decision-making and operational reporting.
- Testing and Quality Assurance: Validated software alignment with business requirements, identified usability and functionality issues, and prepared documentation to support quality assurance and user adoption. Assessed web applications for compliance with organizational standards and user experience optimization.
- Solution Development and Improvement: Analyzed identified issues and operational gaps, developed and recommended solutions, evaluated system quality, and implemented improvements to enhance overall functionality, operational efficiency, and user experience.
- Project Management & Agile Practices: Facilitated Scrum ceremonies, including retrospectives, stand-ups, and sprint planning sessions, while preparing actionable items for continuous improvement. Maintained accurate tracking and progress visibility by updating user story statuses on the DevOps board. Managed project timelines, resources, and deliverables to ensure on-time and on-budget project completion.
Data Ingestion Engineer for Google Cloud
Accenture – Client
05.2021 - 07.2022
- Collaborated with functional and technical teams across global locations (China, India, Spain) to deploy and maintain web-based and cloud data workflows and solutions for seamless data ingestion and integration. Served as a non-technical support point of contact for assigned functional areas, assisting users and stakeholders with application-related issues, workflow concerns, and data processing questions.
- Managed web application configurations and interfaces for data integration, utilizing enterprise scheduling tools (Control-M) to coordinate batch job processing and ensure operational compliance and data accuracy. Managed user access permissions and credentials for data workflow systems, conducted reviews of access to ensure appropriate authorization levels, and maintained documentation for audit compliance and security purposes.
- Accessed Azure DevOps repositories to update Python scripts, develop data pipelines, manage release processes, and maintain comprehensive documentation for audit and operational purposes. Assisted end users and team members with application-related issues by troubleshooting workflow problems, resolving configuration errors, and providing clear guidance on system functionality.
- Conducted root cause analysis for workflow interruptions, reviewed operational logs, identified errors, and provided technical support to ensure seamless data operations and maintain service quality. Documented findings and developed solutions to address recurring issues and prevent future disruptions.
- Validated data accuracy and ensured successful data ingestion and integration using enterprise data management tools and web-based reporting systems, maintaining data integrity standards and documentation. Implemented data validation protocols and quality assurance procedures to ensure compliance with organizational standards.
- Orchestrated and deployed cloud-based workflows to optimize data processing, ensuring compliance with operational procedures and organizational standards. Collaborated with stakeholders to understand requirements and translate them into workflow improvements.
- Identified opportunities for process automation and workflow optimization to improve efficiency and reduce manual intervention. Researched and analyzed operational procedures to recommend process improvement strategies that enhanced system performance, reduced operational bottlenecks, and improved user experience. Formulated and implemented practical recommendations for workflow automation and procedural enhancements that resulted in improved operational efficiency and data processing quality.
- Conducted special projects analyzing data workflow procedures and integration processes, formulated alternatives for improvements, and implemented enhancements to ensure optimal use of resources and compliance with departmental standards.
Business Process Services Practitioner
Accenture – Client
08.2020 - 05.2021
- Project Coordination & Process Improvement: Recommended, built, and developed comprehensive documentation for new and revised business processes to improve operational efficiency and enhance departmental personnel services. Managed special projects from initiation through implementation, coordinating with multiple stakeholders to ensure successful outcomes.
- End-User Support & Training: Provided end-user support and guidance on new business processes and web applications, assisting users with process-related issues and ensuring timely and accurate resolution. Developed comprehensive training and demonstration materials for internal and external audiences to facilitate knowledge transfer, process adoption, and system comprehension. Conducted one-on-one training sessions with end users to ensure understanding and proficiency.
- Web Application & Procedure Analysis: Collaborated with business process owners and subject matter experts (SMEs) to assess organizational capabilities, identify user requirements, and ensure alignment with departmental policies and objectives. Analyze web-based systems and procedures to determine compliance with organizational standards and identify improvement opportunities.
- Compliance & Documentation Management: Conducted special projects and research of department operational procedures and personnel administration programs, formulated alternatives for improvements, and implemented enhancements to departmental operations. Analyzed procedures and applications to determine compliance with organizational standards, tracking efficiency, and optimal use of resources. Maintained detailed documentation for audit and operational purposes.
- Stakeholder Communication: Participated in transitioning requirements and procedural changes to stakeholders, ensuring clear and complete understanding of business needs and compliance with organizational standards through effective communication and project coordination.
Personal Banker
Citibank N.A. USA
02.2014 - 06.2017
- Managed a portfolio of customers, consistently growing the book of business through relationship building and strategic account management.
- Achieved all monthly sales targets, demonstrating a strong track record of performance and goal attainment.
- Supervised documentation and operational control to ensure accuracy and compliance with organizational standards and regulatory requirements.
- Investigated and resolved customer inquiries with professional and timely support, conducted compliance reviews, and ensured transparency in managing all operational issues.
- Prioritized client needs by building strong relationships, understanding expectations, and exceeding them while maintaining professional and harmonious relationships.
- Built rapport with clients and provided tailored solutions to meet their specific needs, enhancing customer satisfaction and loyalty.
Education
Master of Science - Computer Science
Governor State University
Illinois, USA08.2018
Skills
- Applications Support – Web-Based Business Applications, Functional Specifications, Process Improvement
- End-User Support: User troubleshooting and resolution, help desk support procedures, user training and guidance, customer
- Project Management: Project planning and coordination, resource management, timeline management, deliverable tracking, Agile project management, scope and risk management
- Data Management & Reporting: Data extraction and interpretation, ad hoc and standard report generation, SQL
- Business Analysis Tools: Azure DevOps, Confluence, requirements management, process documentation, stakeholder management
- Data Analysis & Automation: Python scripting, workflow orchestration
- Programming & Cloud: GCP Cloud (Beginner), Control-M Scheduling, IMT Interface
- Tools & Technologies: MS Office Suite, data validation tools, audit and compliance documentation, web-based platforms
- Compliance & Documentation: Data integrity verification, access permission management, audit compliance, policy alignment documentation
- Strong oral and written communication skills with the ability to convey complex information clearly to technical and non-technical audiences
- Excellent end-user support skills with demonstrated ability to assist users with application issues, provide clear guidance, and enhance customer experience
- Strong ability to train users on web applications and automated business solutions in both individual and group settings
- Exceptional organizational and project management skills with ability to plan, prioritize, and manage complex projects from conception to completion
- Ability to organize and handle multiple functions and concurrent projects in a fast-paced environment within given time constraints
- Excellent analytical skills with capability to extract and interpret data to support decision-making and reporting
- Collaborative team player with experience working cooperatively in cross-functional teams and maintaining professional relationships
- Problem-solving mindset with the ability to research issues, evaluate alternatives, and propose effective solutions
- Proficient in analyzing operating procedures and policies to identify automation and improvement opportunities
- Leadership qualities with a proven ability to motivate teams and drive continuous improvement initiatives
Certification
AWS Certified Cloud Practitioner
Timeline
Business Analyst
Accenture – Client
10.2022 - Current
Data Ingestion Engineer for Google Cloud
Accenture – Client
05.2021 - 07.2022
Business Process Services Practitioner
Accenture – Client
08.2020 - 05.2021
Personal Banker
Citibank N.A. USA
02.2014 - 06.2017
Master of Science - Computer Science
Governor State University