Mujahid Khan Email and Phone Number

 Partner with business stakeholders to understand their business processes and prioritize information needs. Significant experience eliciting requirements from cross-functional stakeholders and transforming them into functional specifications. Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to the overall business model. Experience in Creating Business documents. Documents include business requirements, functional specifications, use case, process flows, test plans and user acceptance plans. Maintain User stories in Jira and manage Product backlog along with Product owner. Removing impediment impacting team’s productivity and effectiveness.  Explaining the requirements to the Development team and coordinating with the them throughout development lifecycle. Proficient in performing various analysis RCA, Gap Analysis, Impact Analysis. Facilitate Scrum meetings i.e. Sprint planning, Daily stand up, Sprint review and Sprint retrospective.  Remove impediments and guide the team to remove impediments. Guide and Coach, the team on the Agile Scrum methodology. Manage communication and relationship with the Client and Stakeholders. Project Sponsor, Leadership, and Key Project contributors. Presenting the Demo of software developed to the Business stakeholders.  Knowledge and Expertise on Saleforce.com implementation, Apex, API and LWC.  Experience and knowledge on data repositories/concepts, including Excel and SQL. Experience in Salesforce.com Configuration like Roles, Profiles, Workflow Rules, Validation Rules, Approval Process, Page Layouts, Record Types, Lightning Components, Process Builder, Experience with third-party tools (SFDC Data Loader etc.) reports and Dashboards, Monitoring, Forecasting, Case Management, SLA’s and Entitlements, Case Escalation.  Analyzing trends and highlighting any risk/roadblocks.

Started as a Technical support associate. Promoted to Technical Process Trainer and Team Leader. Interacting with customers, product development & management teams to provide end-to-end solutions.  Escalations and aged cases monitoring, identifying the customers’ pain or concern areas and driving them towards speedy resolution.  Experience in managing deliverables and coordinating a globally distributed team.  Ensuring the SLA’s for the process are achieved.  Managing and supporting Technical and Application issues.  Configuring users account/ providing tool access to the users.  L1 Admin for technical problem/ equipment requirement/ access rights.  Coordinating with L2 and L3 team for the unresolved issues  Troubleshooting and resolving technical issues like general desktop troubleshooting, VPN, Wireless, Installation of the application, Blackberry Activations and basic troubleshooting, Local and Network Printer troubleshooting/installation. Working on Remedy tickets, Active Directory (beginner), Outlook, Windows and other web based application by taking RDC and Remote assistance.

 Providing flights related information to customers as per their convenience.  Filing customer complaints regarding their dissatisfaction.  Guiding customers to book tickets online.  Processing requests send by Agencies.