Mifrah Ikram Ullah Email & Phone Number

Calgary, AB, CA

• Provide training and guidance to onshore and offshore resources and new hires via conference calls and online presentations.
• Implement essential preventive measures to reduce frequent customer raised issues.
• Effectively communicate escalated issues to Tier 3 and other internal teams as required.
• Assess all technical support related processes and documentation for continuous improvement.
• Contribute to self-help by mentoring team of analysts based in Pakistan, EMEA and APJ and authoring relevant knowledge base content (KB articles on Salesforce) for internal and external stakeholders.
• Evaluate and analyze Salesforce case trends to prevent future issues.

• Troubleshoot, test, and analyze configuration and data related issues on both contest and live environments for customers based in EMEA, US and APJ/APAC regions.
• Full lifecycle ownership of application support issues/tickets from triaging, case follow-ups, root cause analysis to resolution by utilizing engineering, quality assurance, product management and/or cloud service.
• Provide support in migrating customer accounts to different production platforms; perform post migration sanity checks to assure quality and ensure that system is working as expected.
• Provide on-call support on rotational basis.
• Collaborate with internal stakeholders and management to resolve escalated issues, identify process improvement opportunities, reduce defects, and improve overall product/system performance.
• Build relationships and trust with clients through open and interactive communication via weekly support calls, tickets, and emails.

• Leading, mentoring and managing team of data analysts.
• Querying databases using various database management tools (SSMS, MySQL Workbench and DbVisualizer) to analyze, fetch, update and manipulate data as per customer’s request.
• Gathering and verifying user requirements for data management systems and creating change requests for DBA and reporting teams.
• Collaborate with database developers and other system analysts to develop and implement the database architecture for application as per business user’s needs as well as explain complex technical concepts to.
• Supervising, mentoring, and supporting other team members within the data analyst team by creating and publishing knowledge base (KB) articles on Salesforce and online presentations.
• Troubleshooting, testing, and inspecting application configuration and database related issues on both contest and live environments for customers based in EMEA, APAC and the US region.

• Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements
• Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
• Write easy-to-understand user interface text, online help and developer guides
• Create tutorials to help end-users use a variety of applications
• Analyze existing and potential content, focusing on reuse and single-sourcing opportunities
• Create and maintain the information architecture

Karachi

Karachi

Karachi

Master Of Business Administration (M.B.A.), Marketing

• Conducted market research to analyze the promotional activities of Gul Ahmed Textiles for the year 2014 during 3rd semester of MBA. •.

Bachelor’S Degree, Computer Software Engineering

Activities and Societies: • Certified Java programmer by APTECH Institute• Implemented Student Project Allocation System (web based.