Technical oriented professional with expertise in process/problem analysis and developing precise solutions. Problem solver with strong belief in thorough needs assessment/requirements gathering. Quick learner with a detail oriented approach. Great people skills with over 10 years of customer service experience.

Senior Consultant @ From January 2015 to Present (1 year) Operations Application Developer/Analyst @ Application Developer: • PERL scripting: - Conduct requirements gathering session with business and propose solution. - Develop/test/implement PERL solution to function in conjunction with existing applications. - Convert existing bash scripts into PERL. - Maintain existing scripts for troubleshooting, enhancements and decommissioning. • Primary ownership for providing technical support to cornerstone application responsible for company wide file transfers, appox. 600 daily transfers • Brainstorm with department heads on process improvement opportunities and develop effective automated solutions. • Serve as an internal SME resource in project/release meetings and provide feedback relative to team’s functionality, LOE and timelines. • Create, design, and format technical specification documentation including architecture diagrams, process flows and run book of applications and processes owned by team. Analyst: • SME for all apps used by team for daily, weekly and monthly generation of fulfillment (customer credit reports, alerts & letters). • Primary ownership of multiple client/vendor files and processes. • Troubleshoot file processing/application issues with cross functional IT teams. • Primary contact to client/vendor for overall file transmission, processing and reporting. • Assist account team/ IT with client on-boarding tasks (ex. process mapping, reporting). • Act as a liaison to the credit bureaus and resolve bureau specific customer issues. • Assist in process enhancement projects for custom client products. • Provide Tier 3 support for database related customer service issues. From May 2011 to January 2015 (3 years 9 months) Operations Analyst @ See Analyst section above From August 2009 to May 2011 (1 year 10 months) Business Analyst @ Part of the Sprint college hire progam NCHDP. • Setup new accounts in multiple organizational/performance monitoring tools (e.x.VitalNet) and provided technical support (demos, performance metric explanation) for customers. • Explain support model to customers and account teams to set correct expectations. Projects: - PowerHelp (Customer Request Tool) to be used by CRM team. Created user guide, performed UAT, assisted development team using feedback from CRM’s and designed the logo. - FC2 (Service level Customer Migration – 350 + customers): Identifying & preparing (update contact procedure) customers for migration, updating databases and host servers and routed open tickets to new service queue. From May 2008 to March 2009 (11 months) Intern @ • Projects: - Interviewed department heads, documented processes, created flowcharts and PIO reports to be evaluated for firm’s business restructuring. - Updated and validated SPPs’ and manuals for the firm’s commercial group on their internal website. • Assisted consultants in collecting and verifying data for Data Compliance project. From May 2007 to August 2007 (4 months) Manager @ • Maintained in-house guests’ profiles/Supervised day closing procedures/Trained new employees/Resolved reservations issues/Provided technical support for WiFi network. From June 2002 to March 2006 (3 years 10 months)

Master of Science (MS), Information Technology @ Virginia Polytechnic Institute and State University From 2011 to 2013 Business Information Technolody, Decision Support Sciences @ Virginia Polytechnic Institute and State University - Pamplin College of Business From 2006 to 2008 Syed Younus is skilled in: Customer Relations, Customer Service, Databases, Perl, C++, Java, Requirements Analysis, Software Implementation, System Deployment, System Testing, Software Quality Assurance, Visio, SharePoint, Management, SQL