1. zhussain@cisco.com
+1919-392-4401 (W)
+1919-425-9364 (M)
ZAKIR HUSSAIN (ZHUSSAIN)
ACCOMPLISHMENTS Quality Program Manager:
 Achieved 10% gain in productivity by simplifying audit process to a customer
focused industry standard COPC aligned process and optimizing the activities
(eliminating redundant work)
 Managed changes by re-training of the quality auditors to the new audit form and
the audit automation tool gained another 20% productivity through automating the
complete audit process without any additional funding.
 Gained 15% cost savings through workforce management and contract negotiation.
primarily through migrating managed projects to a managed services contract
reducing cisco overhead.
 Re-vamped the customer feedback to include internal and external customers with
additional analysis code to clearly identify the root cause of the feedback. and
track all the issue through a close loop tracker till closure.
 Achieved cost avoidance by managing a work assignment tracker, updated
quarterly which helped identify redundant tasks to free-up bandwidth to take on
additional work without increased spend.
 Optimized the agent reward and recognition process
 Created a model to calibrate agent onboarding and certification model for
recognition
IT Service Lead (Managing Oracle OM, 11i and R12 IT support)
 Managed numerous critical periods like quarter end financial book closures.
 Worked closely with Customer support team to review and reduce cycle times.
 Led the implementation of the RCCA (causal analysis) process in CCIT, and
managed the partnership with EIO (Excellence in Operation) team.
 Brought down CCIT-CS PDF (Production data fix) from 175 a week to < 20 a week.
Quality Engineer:
 Identified and managed global performance characteristics of all Cisco tools
(external and internal) during Cisco ERP upgrade from 10.7 to 11i.
 Automated the Test suite for Order Management and 16 other customer facing web
applications.
 Set up and implemented Test Director (Quality Center) in Cisco.

SKILLS & ABILITIES  Vendor Management:
 Budget, SOW, Vendor Performance, Workforce management, optimization and
Process Optimization
 RDBMS Database
 Oracle, SQL Server, MySQL, Access
 Programming language:
 Java, JavaScript, PHP, python, VBScript, HTML, CSS

2. Page 2 Zakir Hussain (zhussain)
Test Management Tool: HP Quality Center (HP Application Life Cycle Management),
JIRA
Test Automation Tools: Selenium, Selenium WebDriver, Testing, QTP
 Other Test Skills:
 Test plan development
 Test case (Test Script) development (Positive, Negative, exception, Data
validation, Test data creation
 Traceability Matrix (Functionality mapping with Test case)
 Waterfall and agile testing methodology
 Test management:
 Functional Testing: Unit, Integration, System, BAT and UAT testing.
 Non Functional Testing: Performance, Security, Usability and compatibility
testing
PROFESSIONAL
EXPERIENCE
QUALITY PROGRAM MANAGER, CISCO SYSTEMS, INC.
Feb-2014- Present
Audit Process Optimization, instead of being just a check points we made it to a more
customer experience centric in alignment with COPC guideline.
SERVICE LEAD.II.IT.INFORMATION TECHNOLOGY, CISCO SYSTEMS, INC.
Nov-2012- Feb-2014
Owned and Actively Managed Support for Order Management, Web Applications and
Oracle Teleservices (CS case management tool).
Acted as the primary liaison between IT and Business Teams, providing critical input to
each team in order to establish priorities, define approach, and craft innovative
solutions.
Successfully improved key business metrics such as: incoming case rates, training
issues, production data fix (PDF) counts, Root cause analysis & corrective action and
case age.
Successfully partnered with key business clients to define scope, priority and options
for production issues to be addressed during upcoming release deployments.
Subject matter expert for various web and back end ERP systems.
Provided key inputs in a broad spectrum of areas in particular for platform and data
migration activities in order to streamline post production support.
Tracked various deliverables, ensured schedules and budgets were met, provided
timely updates to the management team.
SPECIALIST.IV.CUSTOMER SERVICE.CUSTOMER ADVOCACY, CISCO SYSTEMS, INC.
Dec-2010 – Nov-2012
As an Escalation Manager booked critical customer Orders for Comcast, Ford, Citibank,
Bank Of America. using Oracle 11i. Customer Specifics, DSA, EDMS, Pricing tool,
Product Availability, CTMP. CIC, Status tool, Ordering Tool, CCW, etc ...
PROJECT MANAGER.I.IT.INFORMATION TECHNOLOGY, Cisco Systems, Inc.
Feb-2007 – Dec-2010
Acted as communication focal and coordinator for the cross-functional business testing
of over sixty IC applications.
Developed successful test strategies and managed large scale production releases for
multiple front-end and back-end commerce applications. Developed and implemented

3. Page 3 Zakir Hussain (zhussain)
department wide test strategies and standardized processes increasing communication
efficiency and reducing risks of introducing new application defects.
Acted as subject matter expert in training cross-functional groups on tool functionality
and developed training material on key commerce applications.
Managed QA activities for all development, implementation, and growth of The Order
and Change Order Tool (COT) program. COT functions with a robust backend engine
capable of handling all varieties of change requests and is Cisco’s most complex online
application that contains all the functionality of the Online Ordering System.
Effectively improved and maintained COT usage rates by driving global theatre
partnerships to communicate and train customers to the benefits of using COT.
Maintained and supported COT on a global scale with limited resources and aggressive
timelines.
ENGINEER.II.QUALITY SYSTEMS.QUALITY ASSURANCE, CISCO SYSTEMS, INC.
Apr-2000 – Feb-2007
Defined and tested web tool functionality and design through creation of use case
documentation and test script scenarios. Effectively coordinated and managed user
acceptance testing for major quarterly production releases of Online Ordering Tools.
Developed online training material and documentation for use by external customers.
EDUCATION JAGANNATH COLLEGE, DHAKA, BS
Major: Physics
Minor: Math and statistics