2. Little bit about me
My name is Mahzad Mortazavi from Farmington Hills,
Michigan. I moved to Michigan in 2001 and started my
education at Schoolcraft college. I was involve with
technology and electronics since childhood since I grow up
in the family who had lots of engineers. I love
management because it gives me the opportunity to share
my experiences throughout my life. I love teaching,
coaching, and leading other and I think it is a great
challenging learning experience. I like to use my technical
background to provide faster and more professional
services to my customers and my employees. I have a
small business of my own with my wonderful husband
providing IT consultation, networking and computer
repairs.
My goal is to finish my bachelor degree and get a good job
to be able to have a comfortable life after years of hard
working and studying.

3. My Education History
 Bachelor of General Study
 From Baker College of Flint(2015)
 Associate degree of Network security
 From Baker College of Allen park(2011)
 Associate degree of Business Transfer
 From Schoolcraft College of Livonia(2006)
 High School Diploma from Technical School of computer and
technology
 From Saba Technical High School(2000)

4. My IT career
 Completed internship of 190hours at Baker College
 Completed Business Analyst training
 Completed QAAnalyst training
 Completed SQL training
 Completed introduction to programing
 Completed Microsoft Office training
 Completed Microsoft Server training
 Completed Cisco training
 Completed basic computer repair training
 Completed Linux training

5. My management experiences
 Successfully completed Project Management B+
 Successfully completed Data Base Management A-
 Workplace Communication A
 File management A
 Oral Communication B+

6. IT related courses
 Successfully completed Scripting Networking Admin B-
 Successfully completed Database Management A-
 Successfully completed IT Internship B-
 Successfully completed Windows Server 2008 B+
 Successfully completed Network Fundamental B-
 Successfully completed Wireless Networking A
 Successfully completed Windows Configuration Active Directory 2008 B
 Successfully completed Introduction to Linux/Unix A
 Successfully completed Configuration WIN 2008 Networking B
 Successfully completed Introduction to OS Concept B-
 Successfully completed Spreadsheets B+

7. Work Related IT Job
 Mobile Computer Clinics
 IT Manager( 2014- current)
 Anjanyep
 Contracted out to Independent Blue Cross as QA Lead (2013-
2014)
 Pixel Computer
 Business Analyst (2011-2013)
 Aptech Technical Institute (2011-2013)
 Student Advisor./Business Analyst

8. Work Related MNG Jobs
 Mobile Computer Clinics
 IT Manager( 2014- current
 Tandis Medical Transportation
 General Manager
 Independent Blue Cross
 QA Lead
 SVG Global
 Multiple Kiosk Manager
 Rosetta Stone
 Kiosk Manager

9. Work relater Sales and Customer Service
Jobs
 Mobile Computer Clinics
 IT Manager/ Sale Product and services
 Project time management
 Attending meetings with end users and other business professionals
 Rosetta Stone
 Kiosk Manager
 Sale product
 Set up daily sale’s goal
 Scheduling and training
 Radio shack
 Sale representative
 Customer service related
 Attend appropriate training of new product and services
 FedEx Kinko’s
 Production Operator. Customer Rap
 Work on daily project
 Customer service

10. Mahzad Mortazavi
(248) 346-0878 cell phone
Mahzad.mortazavi@ymail.com
OBJECTIVE The IT professional seeking promotion to work as a manager for
Eyeglass World. Excellent in projects coordination to improve and evolve the Contact
Center Operations. Extensively worked on requirement analysis and helped develop
over all store performance. Possess excellent verbal and written communication skills
useful in day to day operation and coordination team to improve and evolve to the
store activity. Excellent in managing team focus on the new changes and training in the
company. Ability to adapt to new policy and procedures and analyze situations to
improve existing problem. Skilled in MS Office (word, Access, Excel, PowerPoint), MS
Project, MS Visio, MS Excel.
• _____________________________________________________________________
_______________________________________
• Special Skills
• MS. Word, MS. Excel, MS. Access, MS. PowerPoint, MS. Share Point, Outlook
• Strong communication skills
• Great on business requirement gathering and create BRD
• Good time management skills and goal oriented
• Poses on creating presentations and group training
• In depth knowledge of (SDLC)Software development Lifecycle
• Experienced with using defect tracking tools such as Mercury Quality Center and
performing manual test, bug tracking and bug reporting
• Experienced in interviewing Subject matter Experts(SMEs) in professional
approach
• Conducted Walkthroughs with the project s to design and perform the best base
on my ability
• Experienced in different levels of testing of the conversion from 4010 to
5010 which included syntax verification, balancing of the segments, situational
cases and verification of the loops as per the guidelines of the implementation
guides and companion guides.
• Experienced in detailed analysis by various scenarios such as 837 transactions and
performed extensive mapping of every segment in the 4010 format with the 5010
format as per the implementation guide.
• Validated HIPAA transactions and maintained HL7 Standards.
• Worked with internal teams to define requirements and expectations as IT
telephony subject matter expert at the Contact Center.
• Experienced in Testing such as voice components and applications in a multimedia
environment.
• Worked with peer groups to determine how changes may impact others, influence
work efforts.
• Provided Contact Center Applications best practices, optimization and assessment
consulting.
• Contacted Center system administration for messaging and routing within voice or
multimedia solutions.
• Maintained thorough and complete documentation of Contact Center applications
and configuration (Workforce Management, Quality Management, etc.).
• Served as key liaison between Contact Center leadership and the IT department
• Other responsibilities as assigned by management such as triage of desktop
problems and other IT support tasks
• Acted as a project coordinator for all projects that require IT support
•

11. Experience 2
Starbucks, Dearborn, MI Brista
Current
• Acts with integrity, honesty and knowledge that promote the culture,
values and mission of Starbucks.
• Maintains a calm demeanor during periods of high volume or unusual
events to keep store operating to standard and to set a positive example
for the shift team.
• Anticipated customer and store needs by evaluating environment and
customers for cues.
• Communicated the information clearly, concisely and accurately in order
to manager to ensure effective store operations and create the better
environment during shift.
• Assists with new partner training by positively reinforcing successful
performance and giving respectful and encouraging coaching as needed.
• Provided feedback to store manager on partner performance during
shift.
• Understand the store customer’s culture by engaging in conversation
with customers to understand customer needs base on the store
location
• Contributes to positive team environment by recognizing alarms or
changes in partner morale and performance and communicating them to
the store manager.
• Created a positive learning environment by providing clear, specific,
timely and respectful coaching and feedback to partners on shift to
ensure operational excellence and to improve partner performance.
• Delivered legendary customer service to all customers by acting with a
customer comes first attitude and connecting with the customer.
Discovers and responds to customer needs.
• Developed positive relationships with shift team by understanding and
addressing individual motivation, needs and concerns.
• Executed store operations during scheduled shifts. Organizes opening
and closing duties as assigned.
• Followed Starbucks operational policies and procedures, for cash
handling as brista during each shift
• Followed up with baristas during the shift to ensure the delivery of
legendary customer service for all customers.
• Provided quality beverages, whole bean, and food products consistently
for all customers by adhering to all recipe and presentation standards.
Follows health, safety and sanitation guidelines for all products.
• Recognized and reinforced individual and team accomplishments by
collaborating with store manager to find new, creative, and effective
methods of recognition.
• Utilized operational tools to achieve operational excellence during the
shift such as stocking, prep coffee, etc.
• Maintained regular and punctual attendance in regular basis.

12. Experience 2
Mobile Computer Clinic, Multiple locations Business Analyst
Oct 2013- July 2014
• Analyzed and optimized the process. Prepared Business Requirements Document and then
converted Business Requirements into Functional Specifications and Technical
Specifications using Rational Requisite Pro.
• Conducted JAD Sessions to develop an architectural solution that the application meets
the business requirements, resolve open issues, and change requests.
• Performed GAP analysis of transition using implementation guides to identify the changes
in the segment and data elements.
• Performed the impact analysis by identifying the functional business areas and supporting
information technology that will be impacted by this conversion.
• Performed the mappings between the old and new system’s version
• Performed several levels of testing of the conversion which included syntax verification,
balancing of the segments, situational cases and verification of the loops as per the
guidelines of the implementation guides and companion guides.
• Identified Use cases from the requirements. Created UML Diagrams including Use case
diagrams, Activity diagrams, Sequence diagrams using Rational Rose and designed
complete and detailed documents such as Business Requirement Documents, Functional
Requirement Documents.
• Facilitated User Acceptance Testing (UAT) with the stakeholders and the business users,
the bugs discovered were logged using HP Quality Center, fixed by the developer and then
verified via regression testing.
• Helped in conducting Alpha and Beta testing with the end users of the application.
• Acted as a liaison between client and technical solutions/support groups, using strong
communication skills to elicit, document, analyze and validate business processes,
systems, and solution requirements.
• Provided traceability across the project lifecycle, tracking requirements status, managing
changes to requirements and versions of requirement specifications and tracing individual
requirements to other project phases and work products.
• Considered the business implications of the application of technology to the current
business environment.
• Developed Project Status metrics for weekly evaluation of Project Status.
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13. Experience 3
Independent Blue Cross, Philadelphia, PA QA Lead Aug 2013- Oct 2013
 Involved with testing, debugging, and create documentation report.
 Quality assurance review and the evaluation of new and existing software products
developing and conducting training for end users online or one-on-one
environments.
 Analyzed the Business Specification and created the test plan, test cases for functional
testing.
 Worked with the team for back testing and end data set up, data validation, data design
and technical design documents.
 Conducted review meetings with the development team to set a hard-freeze date and
gather input for creating the Test Plans and Test Specifications.
 Responsible for the quality of all released products under testing teams jurisdiction
 Improved their overall testing process and STLC by fifty percent in short time.
Managed the group of eight to twelve testers in the team
 Understood, analyzed and trained team in 4010 and 5010 formats for each segments.
 Verified cross-walk for understanding major changes from ICD-9 to ICD-10 and shared
that with the team so I drafted the major changes that would appear in ICD-10 version
for make clarity for the team.
 Verified the EDI raw data as per 5010 format.
 Analyzed the Business Specification and created the test plan, test cases for functional
testing.
 Worked with the team for back testing and end data set up, data validation, data design
and technical design documents.
 Conducted review meetings with the development team to set a hard-freeze date and
gather input for creating the Test Plans and Test Specifications.
 Coordinated the end to end testing efforts of the HIPAA compliance and EDI
transactions.
 Prepare test data in HIPAA compliant X12N format for both inbound and outbound
healthcare EDI transactions
 Lead the designing the test plan for automated and manual test cases, identifying the
defects in Quality Center.
 Created final Test plans and helped the team for perform manual testing of the
application to test the system for both the functional and business requirements using
Mercury Quality Center.
 Lead and reviewed manual testing strategy documents, review sheets, enhancement
requests and QA Performance reports
 Updated the team status in Quality Center as how many test cases were executed, how
many failed as compared to the total no of test cases in each module.
 Identified the field level changes on the application and the database for the impact of
5010 format.
 Defined iterations for business process test in business process testing.
 Analyzed Defects , Reported issue tracking to closure in QC and updated the
Requirement Traceability Matrix (RTM)
 Active Participation in decision making and Defect Tracking Meetings with Business
Analysts, Developers and other stake holders.
 Performance and UAT testing for mobile application of our existing system for claim
and eligibility

14. Other Experiences
• SVG Global Inc. (Novi, Michigan) Location Supervisor
2010-2011
• Monitored product inventory and handled cash up to $5,000
• Supervised staff of four people in four location( 12Oaks Mall, Fairlane Mall, Ann Arbor,
Great Lake Mall)
• Responsible for scheduling, hiring and terminations
• Calculated and processed payroll using Microsoft Excel
•
• RadioShack (Farmington Hills, MI) Sales Associate
2009-2010
• Reached daily sales goal on consistent basis
• Obtained top seller for 2 months and top ten seller for the entire district
• Participated in online training on a monthly basis, learning various sales techniques
•
• Bally Total Fitness (Novi, MI) Receptionist
2008-2009
• Scanned in all clients and processed membership payments
• Responsible for answering phones and taking messages
• Involve membership handling and payment processing
•
• Rosetta Stone (Novi, MI) Location Manager
2007-2008
• Participated in rigorous online product and sales training
• Prepared sales report on a daily basis
• Averaged sales of 3 training packages per day
• Responsible for inventory and reported inventory levels to district manager weekly
• In charge of hiring and scheduling of employees
•
• Fedex-Kinkos (Novi, MI) Retail Consultant
2005- 2007
• Processed shipments, and helped clients with equipment set up and problems
• Participated in online training sessions and monthly sales meetings
• Accountable for our register count
• Consult customer and provide them with the appropriate service
• Mcdonalds (Farmington Hills, MI)
• Took customers’ orders
• Prep food
• Prep coffee
• New employees training
• Handle money
• Up sale our product and educate customers about our promotions
• Schoolcraft College (Livonia, MI) Student Assistant (Learning Assistance Center/
Library/ Food Service) 2001-2006
• Served as tutor for Microsoft Office, HTML, and Internet
• Assigned students to computers and study rooms, and monitored usage levels
• Prep food
• Followed proper cleaning procedure for the food services