Anwarul Haque

Lead Analyst (Business Systems Analyst- Client Services)

Work History

Work History
2010 - Present

LEAD ANALYST (BUSINESS SYSTEMS ANALYST- CLIENT SERVICES)

CONCENTRIX (FORMERLY IBM GPS)

Acting as a client-facing ambassador for the organization, leading change related projects as an individual & part of team. Working with client to understand business needs. Responsible for identifying barriers to productivity and change impact assessments, solutions design, assist in implementation and complete reports for Leadership & senior management.

Managing and Administering Client (Intuit Inc., USA) resources Across Multiple Sites (India, Philippines, Canada & US) using client tools - Acrobat Connect Pro (Remote Software for Support), SIEBEL (Consumer Database Management Client), NTR Global system (Remote Software for Support & IT Administration), SAP Business Objects (Business Intelligence Systems), Intuit Quickbase (Online Database Software), Verint® Witness Systems (Workforce optimization Solutions) Citrix Enterprise Access Gateway (Virtualization Systems),  LogMeIn, and BMC Remedy (IT Service Management Suite). Expertise in Query and Enterprise reporting, including Desktop Intelligence & web Intelligence using SAP Business Objects.  Prioritization of support activities and focus on critical business services using BMC Remedy. End user application admin for SIEBEL, Witness Systems, NTR, LogMeIn and Intuit Quickbase.

Selected Achievements:

  • Managing and administering client tools and applications for more than 3000 employees across multiple sites of Intuit Inc., USA (based in India, Philippines, UK, Canada and USA).
  • Managing Logistics for Multiple accounts at Concentrix involving a cost of over $200,000(USD).
  • Managing onboarding for new-hires and off boarding for termed employees.
  • Complete understanding of business operational workflows of the client and have in-depth knowledge of the clients’ business needs and challenges.
  • Remote administration, security management, monitoring, remediation and Rights Management.
  • Excellent experience with SIEBEL, NTR Global system, Quickbase, Witness, LogMeIn & Microsoft Office
Jan 2007 - Jan 2010

Technical Support Expert

DELL

Advanced Expertise in Hardware & Software troubleshooting on Dell Laptops, Desktops & Printers, Advanced Troubleshooting on Windows Client OS (Win XP, Vista, Win 7), Basic troubleshooting on Windows Server OS (Windows Server 2003, Windows server 2008). Clean, Parallel & Network installation of OS (Windows, Windows Server, MAC, Linux). Strong Background in Configuration & Management of file servers and Shares, Group Policies & Network Security, Maintenance of Symantec Endpoint Protection. Troubleshooting on E-mail Clients (Outlook Express, MS Outlook 2003-2013). Advanced Expertise in Data Backup (Using Windows and third party backup utilities), Virus and Spyware removal, Configuration and Troubleshooting Virtual Machines (VMware Workstation, VMware ACE, Windows Virtual PC, Windows Virtual Server, and Windows XP Mode). Expertise in Microsoft Office Suites (Office 2003, 2007, 2010) with advanced expertise in Microsoft Excel. Advanced Troubleshooting of Browsers (Internet Explorer, Mozilla Firefox, Opera, Chrome, Sea Monkey & Others). Troubleshooting – Winsock, NIC, USB drivers, TCP/IP settings, LAN & WAN. Wireless and Regular Networking. Installation of OS through Symantec Ghost. Provided Technical support using client tools Dell Connect (Remote Software for Support) and Siebel (Consumer Database Management Application).

Selected Achievements:

  • Handling Escalations and providing voice and remote support to Dell Customers.
  • Solid troubleshooting record at Dell Solution Station (Dell Premier Technical Support).
  • Excellent troubleshooting skills with both hardware and software in windows environment.
  • Won “CE Champ of the Quarter” and many other rewards for delivering excellent Performance.
  • Been mentor on many occasions & supported the floor as Supervisor whenever required.
2005 - 2007

Technical Support Officer

CONVERGYS

Advanced Expertise with Windows Operating Systems (98, 2000, ME, Win XP, Win Vista) & Mac (OS 10 – 10.4). Clean, Parallel & Network installation of OS (Windows 9x, XP, Vista & Windows Server). Configuration and Troubleshooting Virtual Machines (Windows Virtual PC, and Windows Virtual Server). Expertise in Microsoft Office Suites (Office 97, 2000, 2003 &2007) including Microsoft Excel. Advanced Expertise in Data Backup (Using Windows backup utilities), Advanced Expertise on troubleshooting DSL Modems (Speed Stream -5100A, 5100B, 4100, Alcatel, Westell Wirespeed), Modem Cum Routers (2Wire-1701HG, 1800HG, 2700HG, 2701HG Gateways, Netopia Cayman-3220H, 3500 Series),  Routers (Linksys, Belkin, Netgear, D-Link). Configuring wireless Connection & Troubleshooting E-mail issues, Configuration and Troubleshooting Outlook Express, MS Outlook 2003, MS Outlook 2007, IBM Lotus Notes, Mozilla Thunderbird, Opera Mail, Windows Mail, Microsoft Entourage (Mac), Eudora (Mac), Troubleshooting Browsers (Internet Explorer, Mozilla Firefox, Opera, Chrome & Others). Troubleshooting Winsock, NIC, USB drivers, TCP/IP settings, LAN & WAN.

Selected Achievements:

  • Expertise in Windows Troubleshooting, Networking, Switches, Hubs, External Firewalls.
  • Won the “CE Champ of the Quarter” Award for delivering Excellent Customer Experience.
  • Been mentor on many occasions & supported the floor as Supervisor whenever required.

Skills

Skills

Clean, Parallel & Network installation of OS 

Windows, Windows Server, MAC, Linux

Virus & Spyware removal

Using third party Virus & Spyware removal utilities

Data Backup 

Using Windows and third party backup utilities

Troubleshooting of Virtual Machines 

VMware Workstation, VMware ACE, Windows Virtual PC, Windows Virtual Server, Windows XP Mode

Advanced Windows Troubleshooting

Management of file servers and Shares, Group Policies & Network Security

Microsoft Office Suites

Office 2003, 2007, 2010, 2013

BMC Remedy [End user application administration]

IT Service Management Suite

LogMeIn [End user application administration]

Remote Software for Support & IT Administration

Verint® Witness Systems [End user application administration]

Workforce optimization Solutions

Acrobat Connect Pro [End user application administration]

(Remote Software for Support)

SIEBEL [End user application administration]

Consumer Database Management Client

NTR Global system [End user application administration]

Remote Software for Support & IT Administration

SAP Business Objects [End user application administration]

Business Intelligence Systems

Intuit Quickbase [End user application administration]

Online Database Software

Education

Education
2003 - 2005

M.S (Computer Science)

Certifications

Certifications
2010 - Present

Pro 3 Advanced Level Certification 

Intuit Inc., USA
2011 - Present

Cisco Certified Network Associate

Cisco Systems Inc., USA
2011 - Present

Interconnecting Network Devices Certification

NIIT, Delhi.