Muhammad Khan Email & Phone Number

Waterloo, On

Waterloo On

• Provided excellent application support, assistance and training to over 250 repair sites and manufacturing environments around the globe by phone, email and chat.• Investigated, resolved and escalated issues related to repair process of BlackBerry by using Remedy Support System and other applications.• Reviewed and confirmed urgent issues related to production system with software development team and tested before and after the development.• Created TAT (turn around time) reports for management and discussed urgent tickets resolution strategies.• Administered “Livelink” (Enterprise content management system) and provided support related to document accessing/storing/sharing to all employees • Developed in house system to monitor errors to incoming data into BlackBerry SAP database from different parts of the world.• Created test cases and tested end to end changes in to SAP ECC 6 and WAS (Web Application Server) after and before deployment into the production environment• Created application guided tours and interactive material for BlackBerry employees

Waterloo On

• Provided reporting dashboards and repair support to all the managers in North America, LATAM, EMEA and Asia Pac) regions• Provided training of different modules of SAP used by the BlackBerry to repair sites in all the regions over the phone• Provided eRMA support over the phone/email to all regions• Tested and approved new developments in production system related to reverse logistics

Waterloo

• Provided excellent support over the phone/email to all the regional managers regarding reverse logistic reporting and BlackBerry software• Contributed and developed a scorecard metric to manage specific repair vendor sites.• Planned executive level process & compliance training; designed and managed metrics.• Facilitated user acceptance testing of different modules of SAP and developed test plans for testers.• Participated in improving organizational performance through recommending areas or approaches for improvement activities, performing new data collection procedures.

Diploma, Network And System Administration/Administrator, A

Bechelor, Computer Science, 12

Sun Java Certification (Jcp), Computer Programming