Muhammad Shahzad

Sr Business Systems Analyst @American Airlines

Worked in the mobile development team to add rebooking flight feature to mobile application (in case of flight cancellations / delays). The mobile application was able to complete rebooking without the need to call up customer service. This feature helped save 57% of customer service number utilization during peak loads.\\\\n\\\\n• Created an AS-IS and To-Be process flow showing interaction with customer service and got approval from heads of operations and IT support teams.\\\\n• Developed key features for changes proposed.\\\\n• Able to update Microsoft SharePoint portal with the updated project Documentation.\\\\n• Utilized SQL to develop and maintain dashboards and reports for business performance.\\\\n• Responsible for creating product backlog items and marking them as approved for development based on prioritization from product owner.\\\\n• Acted as scrum master for scrum team – leading scrums, sprint plannings, product demos, retrospectives, etc.\\\\n• Experienced leader organizing, designing, building, and supporting complex system solutions.\\\\n• Managed timelines, resources, budgets, and deliverables for multiple projects in parallel.\\\\n• Built project team, managed resources effectively and resolved conflicts through collaboration.\\\\n• Worked with multiple business units to determine the impact of changes to mobile application – operations, booking team, point of sales team and IT service management team.\\\\n• Assisted QA team in determining best method of testing.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n