Aiyyan Mansuri is a Principal Technical Application Support Specialist seeking an analyst or support role. He has over 10 years of experience in business analysis, system support, and application development using technologies like Oracle, Siebel, and Microsoft applications. His career has included roles at Oracle, AIMIA, and other companies providing technical assistance and support to clients.

1. Aiyyan Mansuri – Business & Application Analyst - Page 1
Aiyyan Mansuri
7/30 Chiswick Rd, Greenacre NSW 2190
Mobile: 0433 503 356 Email: aiyyanmansuri@yahoo.com
Principal Technical Application Support Specialist
PROFILE
 Enthusiastic and communicative Sales Cloud CRM support specialist.
 Employed as System Analystin application supportwith Oraclesince2010.
 Australian Citizen and longterm resident with excellent English languageskills.
 Seeking a challenging analystand supportrole,connecting clientneeds to application design.
KEY AREAS OF EXPERTISE
FACE TO FACE ANALYSIS OF CLIENT NEEDS SALES CLOUD TECHNOLOGY
SYSTEM DEVELOPMENT LIFECYCLE SPECIFYING APPLICATION MODS
TRAINING & PRESENTATION COMMUNICATION & NEGOTIATION
CAREER SUMMARY
Principal Technical Application Support Analyst, Oracle Australia, Sydney May 2010 – Present
Specialised in assessing customer business requirements and specifying application modifications for Oracle, a world leader in
enterprise and integrated cloud software.
Senior Business Support Analyst, AIMIA (Carlson Marketing), Sydney Oct 2008 – May 2010
AIMIA, formerlyCarlson Marketing is global marketing analytics company with over 4000 employees in 20 countries, managing loyalty
programs for major corporations including Qantas, Wesfarmers, Virgin, Woolworths and more. The Technical System Analyst was
principally involved in providing technical assistance to major clients.
System Support Engineer, Datacom Australia, Sydney Jul 2008 – Oct 2008
Part time work serving customers and supporting store operations.
SystemSupport Engineer,ZD Tech Services, Sydney Jan 2007 – Dec 2007
Awaiting PR, limited to 20hours per weekby visa restriction.
Technical Support Engineer, Microx IT Services, India Feb 2004 – Jun 2004
IT Support Engineer, Chase Technologies, India Dec 2002 – Dec 2003
Note: F/T studies Charles Sturt University Jul 2004 – Dec 2006 & Microsoft MCSE Certification Jan 2008 – Jun 2008.
QUALIFICATIONS
Oracle Diagnostic Methodology (Equivalent to ITIL) Certification 2013
Siebel Certified Engineer 2012
Advanced Diploma in IT System Analysis and Design, TAFE NSW 2009
Microsoft Certified System Engineer (MCSE) MCP 6204228 2008
Bachelor of Information Technology, Charles SturtUniversity ACS 214494 2006
University Project
 Developed banking software for Aliyah Bank - Visual Basic 6 and MS Access including Manual,Coding
 Prepared Crystal report for MS Access and, PowerPointpresentation ofthe project.
 Gained Distinction result.

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PROFESSIONAL ASSETS
 Skilled in analysingand resolvingcomplex supportissues asper ITILStandards of servicedelivery.
 Demonstrated expertise business analysis,understandingcustomer needs and specifyingsystemrequirements.
 Master presenter, coach,trainer and mentor with special interestin development programs.
 Highly experienced in the field of cutting edge ERP and Sales Cloud CRM fusion technology.
 Track record of managingclientprojects,complyingwith SLAs and deliveringon time.
 Acknowledged performance in help desk and call centresupport for customers.
TECHNICAL KNOWLEDGE
 Software: OracleSales Cloud,Siebel,Haley,Active Directory, MS Exchange, DHCP, DNS , Citrix,MS Office,
Project Professional,VMWARE, MS CRM.
 Operatingsystems - Windows Servers, Win8,RHEL and Fedora.
 Web tools:HTML, DHTML, SHTML, XML (SOAP), XHTML, CSS, Proxy Server, MS Front Page, Dreamweaver and
Adobe Photoshop.
 Programming languages:Visual Basic6.0,C, C++, OraclePL/SQL, JavaScript and VBScript.
 Databases:RDBMS, MS-Access, MS-SQL 2005 and Oracle.
 SOE: Installation and management of standard operating environment usingNorton Ghost and Acronis True
Image. Also worked on Citrix Environment.
 Networking: LAN, WAN, PABX, VPN, TCP/IP, Ethernet, patch panels,routers and switches.
 Call LoggingSoftware: Heat, Remedy and HP Open View (Service Desk).
 Remote administration software: SMS (Systems Management Server), SCE (Systems Centre Essential) and MS
Remote Desktop.
PERSONAL ATTRIBUTES
 Committed professional with an outstandingtrack record of business analysisand systemsupport.
 Well-spoken and open communicator with a friendly and welcomingpersonality.
 Outstandinginterpersonal skills –highly successful in workingdirectly with customers.
 Hard worker and willingteam player with positiveand proactiveoutlook.
 Highly organised time manager, responsible,attentive to detail,results and deadlines.
 Quick Learner, ableto pick up and apply new technologies, information and skills.
 Resourceful and decisive,with reputation for takingthe initiative.

3. Aiyyan Mansuri – Business & Application Analyst - Page 3
PROFESSIONAL EXPERIENCE
Principal Technical Application Support Analyst, Oracle Australia, Sydney May 2010 – Present
 Supporting the OracleERP Cloud CRM through communication with clients, partners to update servicerequests.
 Workingas business analystto assess compatibility of clientbusinesses and specify mods for engineering team.
 Keeping customer services up to date and on time while generating servicereports for the group Director.
 Managingstrategic and critical customer accounts and leading weekly Global Supportmeetings, ensuringall
stakeholders areup to date with customer developments.
 Liaisingwith the Support Development Team to ensure all productissues areresolved on time.
 Deliveringproductmanagement updates to management coveringsolutions fromteam members, identified
knowledge gaps and required resources for improvement in processes and knowledge.
 Implementing major business objectives includingcaseload balancingand complyingwith SLAs.
Achievements at Oracle
Selected from the team of four Oracle specialists in 2015 to perform as the technology communication link (cluster
manager) for the Oracle Sales Cloud business between USA and India in the time zone gap of four hours each day.
Played major role and received commendation from management and clients for, leading a team of four specialists to
use Agile Methodology in urgently recovering the recently acquired Blackmores and IOOF businesses which came
under threat when the company initially failed to meet contracted standards of performance.
Senior Business Support Analyst, AIMIA (Carlson Marketing), Sydney Oct 2008 – May 2010
 Providingdirectassistanceto major local and international clients includingairlines and major retailers.
 Communicatingregularly with stakeholders until issues areresolved and if required escalateappropriately.
 TroubleshootingWindows operatingsystem, network TCP/IP connectivity, MS Office and internet issues.
 Configuringand maintainingthe MS Exchange 2003 server and MS Outlook 2007.
 Installingnewsoftware, updates, drivers and hot fixes usingWindows Update and MS Group Policy.
 Supporting hardwareperipherals and installinglogical printers on a printserver to hostclients.
 Disablingand enablingaccounts,enactingfileand folder permissionsand configuringsecurity templates.
 Developing and maintaining24 hour automated multi-platformscriptscheduler program.
 Leading successful hardwareand softwareprojects to achieveimproved efficiency and customer service.
 ResolvingPGP data encryption software automation issues.
Achievement at AIMIA (Carlson Marketing)
Awarded best employee of the month in May and August 2009 as well as Best Performer of the Year 2009.
System Support Engineer, Datacom Australia, Sydney Jul 2008 – Oct 2008
 Workingwithin a Citrix,SOE and VMware environment to supportclients and 300 end users.
 Addressingclientproblems usingRemote Desktop (DameWare and SMS).
 Assemblingand configuring new laptops and desktops and installingnetworked printers – LAN and WAN.
 Creating and managingaccounts in MS Server 2003.
 Configuringand maintainingExchangeServer and MS Outlook.
Achievement at Datacom
Achieved first time call resolution of 98% and awarded best Employee of the month.

4. Aiyyan Mansuri – Business & Application Analyst - Page 4
PROFESSIONAL EXPERIENCE - continued
System Support Engineer, ZD Tech Services, Sydney Jan 2007 – Dec 2007
 Installing, configuring and maintaining back-end and front-end systems, as well as LAN & WAN.
 Providing second level support to the end users (Windows 98/XP/2000, SQL and Oracle)
 Assisting in network installation and maintenance of computers using Windows XP and 2003.
 Assisting in Implementing a Help Desk Support Department and Data Recovery Centre.
 Providing phone and email support for end users.
Technical Support Engineer, Microx IT Services, India Feb 2004 – Jun 2004
 Developing, Maintaining and monitoring client websites (bzboyz.com, partspc.com).
 Configuring, Managing and Monitoring Networks at workplace (LAN & WAN).
 Providing support to the USA- based clients through Remote Desktop, phone, email and live chat.
 Contacted existing clients offering additional products and services.
IT Support Engineer, Chase Technologies, India Dec 2002 – Dec 2003
 Assisting staff with desktop/laptop, printer, scanning and network queries.
 Providing network installation and maintenance for 35 computers using Windows XP and 2000.
 Regularly performing software maintenance, installation and upgrades.
 Assisted in Implementation of a Help Desk Support Department and Data Recovery Centre.
 Facilitating weekly one-hour seminars on how to use Microsoft Office applications
OTHER INFORMATION
STATUS: AustralianCitizenandresident forelevenyears
INTERESTS: Cricket,chessandmovies
SPORT & FITNESS: Cricketandrunning
COMMUNITY: VoluntarySecretary of the AustralianGMAA – Charityorganisationfundingstudents
and disadvantagedpeople.
MEMBERSHIP: AustralianComputerSociety
EXTRA LANGUAGES: Hindi
PROFESSIONAL REFEREES:
KhaledIbrahim
Director,Oracle SalesCloudand SRM(Oracle ProductSupport).
ORACLE CORPORATION
Phone:0435 545 321
Sandhya Velluri
Director, ImplementationSuccessandCustomerExperience,APAC.
ORACLE CORPORATION
Phone:0414 779 457