This document is a resume for Basim Chafik summarizing his experience as a Manager of Professional Services with over 17 years of experience designing and implementing enterprise systems. He currently works as a Customer Service Manager at BancTec in Montreal, where he manages customer accounts and implementations of their purchase-to-pay and accounts payable software. Prior to this role, he worked as a Senior Technology Consultant and led a technology team, with experience in project management, systems administration, database administration, and technical support.

1. Basim Chafik
3999 Bois-Franc, Montreal, Quebec Canada H4S 1A8
Mobile : (514) 889-0953
Home Tel : (514) 336-2416
E-mail : basimc@yahoo.com
Web : http://ca.linkedin.com/pub/basim-chafik/9/4a5/734
Profile
 Manager, Professional Services, with over 17 years of experience in designing and implementing
Fast-paced, enterprise level, mission critical implementations.
 Charged with Customer Focused Engagement Management, and People Development responsibilities.
 Progressively responsible career, successfully Designing/implementing/managing systems in hundreds of
projects ranging from small and medium to a large scale and complex projects in multi-million annual
revenue.
 Key Contributor to Complex and critical BancTec A/P customer accounts through managing
implementation deliverable and project management within time plan and budget.
 Experienced in hosted and cloud-based application services pertaining to Account payable, Invoice
approving and workflow, procurement, Requisitioning/Purchasing, PO and Contract matching and
expense report automation solutions.
 Self-starter, ability to multitask, work under stress, work independently and in a team, and highly
motivated and a fast learner.
Professional Experience
Customer Service Manager
2004-present BancTec Montreal, QC – Canada
 Team Management
 Manager, Customer Services Group (CSG) for BancTec software products that are focused on Business process
outsourcing (BPO) for purchase-to-pay, account-payable, image and object management and archiving, workflow
management and payment processing and archiving.
 Managing / mentoring a team of 3 analysts including scheduling, assigning duties and responsibilities
 Delegating tasks and insuring they are delivered as per the project timeline
 Monitoring and insuring support tickets are addressed as per the SLA.
 Lead in documenting of best practices,redundant incidents/questions and lesson learnt with teammembers (customer and
internal) to contribute and enhance the quality and efficiency of customersupport and reduce the risk and impact of similar
issues in the future.
 Customer Account Management
 Manages the customers and their expectations, and makes themsuccessful within the realm / scope of the program.
 Business analysis,requirement gathering,and shaping a solution based on the knowledge ofthe customercurrent problems,
future needs and business model.
 Plays major role in writing the statement of work and closing / approving the project CSD process.
 Accomplishes high level of customer satisfaction as high as 100%.
 Provide best-practice input into the project direction, work plan and process configuration in accordance to the product
framework.
 Implementation/Project Management
 Main responsibility for BancTec BPO Account payable and Purchase-to-Pay P2P (AP Master) environments. The SaaS
and cloud based environments are currently processing over4 million invoices per year with 10-20% growth annually. In
addition to support other AP Master environments, run and hosted by our re-sellers and clients, that process hundreds of
thousands of invoices per year.

2.  Lead implementation for tens of projects for BancTec AP Master either hosted in our multitenant cloud SaaS-based
environment, or hosted by our re-sellers
 Monitor overall project status,coordinate tasks milestones and resources,and completes projects within the timeline and
under budget.
 Design and configuration of the program based on the CSD and the client requirements that includes setup and
configuration of program parameters and register data (companies, Accounts,Objects, Items and Vendors), Roles, Work
Flow and integration jobs.
 Lead systemtesting with the client in UAT environment and build Production environment after UAT acceptance.
 Assist customers with integration and data mapping between AP Master and ERP system (SAP, Oracle, Peoplesoft,
GreatPlains, JDEdwards, Lawson, Yardi, and others).
 Leverage the appropriate resources (internally at Banctec and externally at the client).
 Cost saving by implementing background customs and workarounds that meet specific client’s requirements, rather than
costly product redesign/code change.
 Product Management
 Knowledge and experience with product and services in cloud SaaS-based, and PCI compliant environment, including
change control process and management.
 Preparing proposalfor product enhancements and new features to product engineering team, based on findings during the
implementation cycle and the client interaction.
 Providing feedback in setting priorities for product hot fixes and service packs, and set future expectation for the product
life-cycle.
 Presenting the new product versions/releases and new features to our customers, resellers and internal sales, BA and
support teams.
 Consulting services and sales
 Increase revenue, by making most unrelated-to-support efforts re-billable to the client as a consulting services through
change request.
 Recommending enhancements to the customers in the business processes that lead ultimately to increase in volume of
transaction processed on our systems and optimize productivity and increase impact of AP Master.
 Assisting clients in change orders and quote the effort required to implement the change and evaluate if the change request
can be achieved by a workaround or background script, or if it will required code change by engineering.
 Remote and onsite client consulting like requirement gathering, UAT testing acceptance and product training.
 Involvement with our internal sales force or our resellers in responding to RFPs, pertaining to the functional / technical
requirements.
 Assisting in pre-sales demos.
 Technical Support
 Experience supporting product in SaaS, hosted multi-tenants, and PCI compliant environment, including change control
process.
 The team handles 2nd level support for AP Master, Banctec Capturing product and other document and image workflow
and archiving Banctec Legacy products.
 Team Handles support call/tickets through Phone (5%), Email (35%) and online CRM system(60%).
 Constantly meeting and exceeding support response and resolution time SLA.
 Manage internal and external escalations, and ensures customer satisfaction with support issues resolution process.
 Advanced expertise in trouble shooting and debugging issues and find a resolution.
 Reachable 24/7 for priority 1 critical down systemincidents.
 Monitoring and auditing the systemprocess and logs, and reporting errors and issues to the specific customer as proactive
preventive maintenance to reduce the risk of future issues.
 Excellent working experience, administration and support Oracle 8i, 9i, 10g and 11g, and Informix 7.x, 9.x, 10 and 11,
and MS-SQL server 2000, 2005 and 2008.
 Experience in supporting and administrating Sun Solaris, HP-UX and AIX platforms that are the main platforms for Plexus
software. In Addition to Windows NT, 2000, XP, 2003 and 2008.
 Experience in image and data storage devices like EMC Centera, NetAPP, optical/DVD Jukeboxes and tape libraries.
 Experience in SQL, shell scripting and understanding/review of programming code in C++, HTML, ASP, XML, XSLT
and Java scripting.
Senior Technology Consultant / Team Lead
1998-2004 Invera Inc. (Formally Planmatics Inc.) Montreal, QC - Canada

3.  Group leader, handling technology staff escalations, mentoring/coaching and delegating tasks and projects.
 Project management of new systems installation and upgrades including preparing work plans, time lines and conducting meetings
and conference call with all involved parties.
 Installation, technical support and remote systemadministration for all AIX versions 3.2, 4.2, 4.3, 5.1 and 5.2 (32-bit and 64-bit)
plus various IBM RS/6000 pSeries issues including performance monitoring and tuning.
 Configuration and setup ofvarious types ofdisk management and array subsystems such as RAID 0, 1, 5 and/or 10, and knowledg e
with SAN/NAS (self-study).
 Installation, technical support and remote systemadministration for Linux 6.2 and higher.
 Configuration, installation, database administration and support including database replication for ORACLE 8i & 9i, INFORMIX
7.31 & 9.32 and DB2 7.2 & 8.1. In addition to experience in SQL.
 Knowledge with BEA TUXEDO.
 Networking experience in planning,implementing and supporting various networktopologies such as TCP/IP, DNS, NIS, sendmail
and NFS over LAN or WAN, plus experience in modems, CSU/DSU, HUBs/switches, port and print servers.
 Configuration, setup and support of various types of adapters (SCSI, NIC, SSA, PCI) and peripherals (RANs, terminals, printers,
etc…).
 Remote and on-site installation and configuration of the customUNIX environment for Invera S/W applications.
 Heavily involved in new AIX and database releases certification for Invera application.
 On-site and in-house customer training and presentations of new technologies, O/S, databases and products.
 Some of my group responsibilities also include QC testing ofnew scripts before releasing, and trying to reproduce problems reported
on existing scripts.
 Experience in Shell scripting, debugging and problemsolving.
 As a senior consultant,I am involved in designing, planning and programming backup, restore, recovery, database replication and
end of period procedures and scripts.
 My senior duties also include people development such as preparing procedural and educational documents and short sessionsor
courses for other technology staff.
Other earlier roles and work experience ………
Systems Engineer
1996-1998 Conseils & Installation Informatiques (CII) Damascus - Syria
System Services and Technical Support
1994-1996 Conseils & Installation Informatiques (CII) Damascus - Syria
Programmer & System Analyst
1990-1994 Conseils & Installation Informatiques (CII) Damascus - Syria
Academic Education
BS Civil Engineering, Faculty of Civil Engineering
1989-1994 University of Damascus
Professional Certification
IBM Certified Advanced Technical Expert (CATE)– RS/6000 AIX, which includes:
 IBM Certified Specialist – AIX Communication
 IBM Certified Specialist – AIX Problem Determination Tools & Techniques
 IBM Certified Specialist – AIX SystemInstallation & Recovery
 IBM Certified Specialist – AIX SystemSupport
Languages
English, Arabic, French (learning in progress)and some German.