Sina Hassanpour

Experience

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  System Group | همكاران سيستم

  Sept 2007 - now

  Achievements:- Designed a dual career ladder for the Escalation Support team resulting in more than 80% satisfaction from team members.- Enhanced the Escalation Support process and clarified the roles involved, resulting in a 250% increase in the number of correctly processed requests.- Designed a remote and hybrid working model for the team prior to the pandemic, which is still in use.- Managed the team to create intelligent solutions that save more than 10000 hours per year in support by automating technical processes.- Formulated the problem management process for the System Group and connected it to other processes.- Implemented proactive procedures to prevent incidents for customers using both on-premise and cloud solutions, preventing more than 3000 incidents per year. Show less System Group companies thrive on providing exceptional customer experience through the seamless group of fully-owned subsidiaries in major cities across Iran. These companies provide timely and outstanding pre and post sales services to our customers.these subsidiaries are managed through their own board of directors, and the board reports to the CEO and the Board of directors of System Group.Esfahan subsidiary is one of these 21 companies, this company provides all services to Esfahan Provinces. Show less System Group companies thrive on providing exceptional customer experience through the seamless group of fully-owned subsidiaries in major cities across Iran. These companies provide timely and outstanding pre and post sales services to our customers.these subsidiaries are managed through their own board of directors, and the board reports to the CEO and the Board of directors of System Group.Fars subsidiary is one of these 21 companies, this company provides all services to Fars and Bushehr Provinces. Show less The Company is the largest enterprise solution provider of Iran, with more than 70,000 customers.My team is responsible for;- Changing technical policies, in customer care and deployment processes.- Resolving issues related to databases (SQL Server, Oracle), Replication, Web Services and other technical matters as 3rd level of the customer care process.- Providing technical solutions for special customer's needs.- Support system group's Rahkaran on the cloud software.Achievements,  Enhanced system group replication system, resulted in reducing the average of at least 20% annual customer incidents. Designed tools for technical staffs to do routine maintenance tasks, and database related services with the highest accuracy and reducing the amount of time needed from 45 to 5 min (85% faster). Designed tester and monitoring application for enhancing troubleshooting procedure for customer care staffs.  Designed the system group Cloud monitoring reports. Designed the system group Cloud database maintenance solutions and disaster recovery policies. Designed the system group Cloud automatic and simultaneous update procedures and tools with the team. Show less As the Senior Database Administrator of the company,I was responsible for - Consulting customer's database performance and availability problems.- Consulting customer's database security - Consulting Business Intelligence technical issues and needs.- Resolving database related issues escalated by our customer care staff- Resolving Replication issues escalated by our customer care staff- Providing technical solutions to customer's needs. Achievement, Enhanced BI system’s installer, reducing the related services by at least 30%.  Documented all repeatable technical procedures for system group staff’s usage, reducing the duration of internal education by 30%. Show less As a customer care specialist,I was responsible for,- Analyzing customer's reported technical issues and find the root cause and resolve it.- Analyzing customer's issues and pinpointing the reason for errors and resolving it in modules like Accounting, Inventory and sales systems.- Analyzing customer's needs and define the needs for internal departments to develop and deploy in the modules mentioned.- Resolving problems hand in hand with customers about their special flow of working with modules.Achievement, I was a Member of Bonyad database Convert Project task force and was the chosen one to support all further changes in the maintenance phase. Show less

  • Data science and Intelligence Unit Manager (CDAO)

    Mar 2024 - now

  • Escalation support Headquarters manager

    Nov 2018 - Mar 2024

  • Vice Chairman Board Directors, Esfahan subsidiary

    May 2019 - May 2021

  • Member of the Board of Directors, Fars Subsidiary

    Jun 2016 - May 2019

  • Head Technical Supervisor and Cloud Technical Lead

    Sept 2011 - Nov 2018

  • Senior Database Consultant

    Aug 2008 - Sept 2011

  • Customer Care Specialist

    Sept 2007 - Aug 2008
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  Education Center at System Group (SG)

  Feb 2008 - May 2018

  Technical teacher and trainer, Secretary of Technical Education Committee

  I'm also the Secretary of Technical Education Committee, this committee is responsible for defining and changing all the policies related to internal technical education in system group in more detail the committee is responsible for:- Defining and changing policies related to internal technical courses.- Defining and changing policies related to internal technical exams. Also since February 2008, I teach technical courses to System group staff, I mainly teach,- SQL Server administration (specialist and advanced level). - SQL Server design (T-SQL and database design)- Replication - BI systemsAcheavemnts,  Awarded “Best teacher of year” in 2010  Have 2000+ hours of teaching experience.  Designed and taught training courses that resulted in drastic improvement in staff’s database and technical knowledge.  Designed 10-hour online course for SQL Server for internal staff and for customers.  Designed and ran a program to train more SQL Server teachers, resulted to have four SQL Server certified teachers Show less

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  موسسه پژوهش و آموزش همکاران سیستم

  May 2019 - May 2021

  Memeber of the Board of Directors

  System Group has a special education center that works as an independent company. this company works both as an education center for system group staff, to update their knowledge, and also an education center for anyone who wants to learn System Group's software and platform and other technical and non-technical topics.

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  Abramad ابرآمد

  May 2021 - Jun 2022

  Member Of The Board Of Directors
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  System Group | همكاران سيستم service center

  May 2022 - now

  Vice Chairman Board Directors