Anwar Moideen

Team Lead with a proven track record at IQVIA-IMS Health Analytics Services, driving success in managing Orchestrated Customer Engagement (OCE), a Salesforce-based SaaS CRM tailored for pharmaceutical companies. Proficient in leading a team of 10 members, adept at incident management, triage calls, and ensuring SLA adherence.

· Results-oriented Salesforce Administrator with expertise in Orchestrated Customer Engagement (OCE), a SaaS CRM product tailored for pharmaceutical companies.

· Proven track record in creating and customizing Salesforce objects, including Accounts, Users, Reports, Products, Cases, Custom Objects, Custom Fields, Page Layouts, and Custom Tabs to meet client and application requirements.

· Proficient in Salesforce Object Query Language (SOQL) for data verification and implementing Profiles, Permission Sets, and Page Layouts.

· Skilled in deployments using GIT and providing comprehensive training to new hires for independent work.

· Collaborative approach in working closely with business owners to identify areas of improvement and address data discrepancies.

· Coordinate stakeholder communications and support application setup in development and UAT environments.

· Provide production support, troubleshoot interruptions or bugs, and ensure continued application usage.

· Develop data extractions, reports, and investigate data-related issues based on client requirements.

· Track and escalate production issues, reporting periodically to monitor uptime and efficiency.

· Conduct root cause analysis and provide fix recommendations to the development team.

· Perform business analysis, requirements identification, setup, configuration, and customization of Salesforce.com environment.

· Support application releases to maintain system integrity and functionality.

Dynamic and proactive Production Support Analyst with 8.8 years of experience providing exceptional technical assistance and ensuring the smooth operation of critical systems.

Skilled in active job monitoring, rapid root cause analysis (RCA), and resolution for projects, ensuring minimal downtime and optimal system performance.

Adept at facilitating the onboarding of new applications into production systems through collaboration with cross-functional teams and meticulous environment analysis.

Proficient in managing Priority 1 and Priority 2 incidents, leading bridge calls with users and stakeholders, and adhering to IT production support standards using ServiceNow ticketing tool.

Effective communicator with internal and external stakeholders, leveraging email communication and engagement in event monitoring and response activities.

Experienced in SQL job monitoring, stored procedure analysis, and application administration.

Proactive in suggesting enhancements for application performance improvement and implementing solutions. Committed to identifying root causes of issues and delivering permanent fixes, while maintaining thorough documentation and generating regular reports.

Product Support Analyst with hands-on experience troubleshooting Symantec products including Norton Internet Security, Norton Antivirus, and Norton 360. Proficient in diagnosing and resolving a wide range of technical issues related to Windows platforms and internet connectivity. Skilled in utilizing remote access tools such as LogMeIn to provide efficient support to users. Demonstrated expertise in troubleshooting operating system issues across various platforms including Windows (XP, Vista, 7) and macOS, as well as network connectivity and TCP/IP configuration. Adept at delivering prompt and effective technical assistance to ensure seamless user experiences.