I am a Customer Service Manager and Functional Analyst with more than 10 years of experience spanning customer service, business analysis, application support, IT service management, and SAP operations.
I improve service workflows, customer experience, and operational practices through structured reporting, issue follow-up, and continuous service improvement. I am experienced in setting customer satisfaction objectives and communicating findings to leadership.
I gather and document functional and non-functional requirements, create functional specifications and use cases, and support delivery across Agile and Waterfall project environments. I work closely with stakeholders to investigate issues, coordinate resolutions, and provide clear progress updates.
My technical background includes SAP ERP, SAP BW, SAP Business Objects, SAP Process Integration, user authorizations, job scheduling, monitoring, incident management, and technical audits. I also have hands-on exposure to Active Directory and enterprise network infrastructure.
I am ITIL Foundation certified and bring strong communication, collaboration, documentation, mentoring, and confidentiality practices to multicultural client and internal team environments.
Improves customer service procedures, workflows, and practices to strengthen service quality and customer satisfaction. Sets customer satisfaction objectives and provides problem-solving resources to support issue resolution.
Prepares and presents service reports to leadership, identifying recurring issues and opportunities for improvement. Researches and implements customer service best practices to improve the customer experience.
Elicited and documented functional and non-functional requirements, translating them into functional specifications, use cases, and source-to-target mappings. Supported the full project lifecycle in Agile and Waterfall environments.
Performed testing, validation, and defect follow-up while managing client and stakeholder communication. Investigated issues, coordinated resolutions, and collaborated with internal teams to maintain service continuity and a professional client experience.
Monitored, administered, and supported SAP ERP, SAP BW, SAP Business Objects, and SAP Process Integration environments. Managed user authorization profiles, transports, job scheduling, system monitoring, archiving, and system startup and shutdown activities.
Provided incident support, performance tuning, root cause analysis, technical audits, and on-site/on-call support. Supported Active Directory and network infrastructure, including routers, switches, firewalls, VPN devices, and load balancers, while coordinating incidents and patches with clients, vendors, and service providers.
Triaged, logged, monitored, and escalated technical incidents through the ticketing process. Supported monitoring products, system management activities, infrastructure incidents, vendor coordination, and SLA follow-up.
Prepared technical reports and installation documentation. Delivered remote support to clients and assisted with the coordination and resolution of technical issues.
Professional Master, Software Engineering
Professional Master in Software Engineering.
Bachelor Degree, Software Engineering
Bachelor Degree in Software Engineering.
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