Md Mozahid

Experience

• 

  Tata Consultancy Services

  Dec 2014 - Aug 2024

  Industry: Retail Store & POS | Area: IT Application Support & Implementation | Project: Wholesale Club Inc (US based)• Guided and mentored a team of twenty-eight members, enhancing team productivity through targeted training and skill development initiatives.• Oversaw project execution, managing timelines, budgets, and resources across three portfolios with twenty-eight team members.• Conducted comprehensive system design, testing, and implementation plan reviews, enforcing best practices, and reducing code defects by 30%.• Managed integration challenges between POS systems and SAP/mainframe, successfully minimizing downtime and ensuring seamless operations.• Developed and implemented strategies to enhance POS system functionality, improving transaction efficiency by 25%.• Led system maintenance activities and executed system upgrades to ensure optimal performance and alignment with business requirements.• Built and configured new POS systems for deployment across multiple store locations, ensuring standardized implementation and functionality.• Utilized SQL scripting to diagnose and resolve complex issues, ensuring minimal disruption to operations.• Provided Level 2 and Level 3 support for all POS systems, promptly addressing and resolving technical issues to maintain operational continuity.• Partnered with store operations teams to prioritize and address system needs, ensuring timely resolutions and alignment with business priorities.• Received the Customer Excellence Award for automating manual implementation processes, resulting in annual cost savings of $0.08 million.• Successfully migrated legacy processes to OpsRamp, achieving 100% system availability and enhancing operational efficiency.• Earned client confidence through exceptional service delivery, leading to the acquisition of two additional portfolio projects and expanding the development team. Show less Industry: Retail Store & POS | Area: IT Application Support & Implementation | Project: Wholesale Club Inc (US based)• Provided 24/7 application support and maintenance for 244 retail wholesale stores, ensuring continuous availability and optimal performance of POS systems.• Conducted daily health checks to monitor critical application availability and promptly address any issues to minimize downtime.• Managed and maintained daily critical feeds of price data, signage, promotions, scale weight data, and sales restrictions, ensuring accurate and timely updates across all store systems.• Troubleshot and resolved Level 1 and 2 technical issues, network issues, and power issues related to POS systems (Controllers, Self-Checkout, Manned Register, EPS PinPad, Receipt Printer, Handheld Scanner) and Cash Office applications (VeriBalance, Glory Cash Infinity, and Recycler).• Optimized performance of price and promotion lookup functionalities, enhancing operational efficiency and customer experience.• Conducted root cause analysis to identify and eliminate recurring technical issues, improving system stability and reliability.• Managed all priority (P1, P2, P3) issues and problem management, ensuring timely resolution and adherence to service level agreements (SLAs).• Collaborated independently with clients and business partners to understand requirements and deliver effective solutions, ensuring customer satisfaction.• Managed authorization for POS Controllers, Registers, and Cash Office Systems, maintaining secure and efficient system access.• Enhanced incident resolution efficiency by 40% through proactive monitoring, streamlined processes, and alert optimization.• Successfully transitioned the support project offshore by demonstrating consistent high-quality service delivery and operational excellence.• Automated the daily manual promotion feed process using PowerShell, resulting in cost savings of $0.005 million annually and improving process efficiency. Show less Industry: Retail Store & POS | Area: IT Application Support & Implementation | Project: Wholesale Club Inc (US based)• Managed and provided Level 1 & Level 2 support for ERP systems including WMS, WMOS, JDA, Manhattan, Demand and Fulfilment, PeopleSoft, and Workday, ensuring system availability and performance.• Investigated and resolved Level 2 incidents and service requests using ServiceNow, maintaining high customer satisfaction.• Monitored daily inbound/outbound jobs, proactively managing rejections, and ensuring data integrity.• Collaborated with cross-functional teams to implement system upgrades, patches, and configuration changes, enhancing system functionality.• Developed and updated comprehensive documentation on system configurations, processes, and troubleshooting procedures, ensuring knowledge continuity.• Enhanced incident resolution efficiency by 30% through proactive monitoring and optimized alert systems.• Successfully led the transition of the support project offshore by demonstrating high-quality service delivery and operational excellence.• Received commendations from stakeholders for consistently exceeding service level agreements (SLAs) and maintaining robust system performance.• Developed a Python script to automate daily manual job runs, saving $0.09 million per year. Show less Industry: Energy Resource Utility (ERU) | Area: Business Process Services (BPS) | Project: UK Based Energy• Managed resolution of Customer Interaction Records (IR) and Complaints (UR) using SAP CRM, ensuring timely and satisfactory resolutions for nPower and EDF Energy.• Administered customer account and meter setups, updates, and removals in SAP ISU, maintaining data accuracy and compliance.• Managed transactions (T-code) within SAP ISU for prepayments, credits, and smart meters, ensuring accuracy and compliance with regulatory standards.• Established Direct Debit, Instalment Plans, and Tariffs for customers, enhancing payment convenience and satisfaction.• Oversaw collection of outstanding debts and processing of credit refunds, improving financial operations efficiency.• Prepared and published various reports using Excel and MIS reporting tools, providing insights for strategic decision-making.• Created and updated Standard Operating Procedures (SOPs), enhancing process efficiency and compliance.• Provided Subject Matter Expert (SME) support and conducted training sessions to upskill team members in SAP CRM and SAP ISU functionalities.• Promoted to Process Expert within one year for outstanding performance in supporting team members and improving MIS reporting efficiency.• Recognized with the "Zero Cost Simply Better Innovation" award for proposing and implementing process simplification ideas that resulted in saving USD 0.002 million annually.• Consistently recognized as a top performer for delivering exceptional results and maintaining high performance. Show less

  • Senior IT Analyst and Technical Lead

    Dec 2022 - Aug 2024

  • IT System Analyst POS (Point of Sale)

    Jan 2019 - Dec 2022

  • IT ERP Analyst - Level 2 Application Support

    Nov 2017 - Jan 2019

  • Complaint Analyst

    Dec 2014 - Nov 2017
• 

  Cognizant

  Aug 2024 - now

  Senior Associate