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概要
I am a highly motivated and results-oriented Application Analyst/Support Engineer, who brings along more than 08 years of hallmark career in delivering comprehensive technical support while ensuring optimal customer satisfaction. I am skilled in overseeing quality assurance activities and resolving customer/support issues while improving application flow processes and system performance. I am proficient in revising, updating, creating, and revamping processes and providing documentation as required, including root cause analysis. Highly expertise in testing new patches while performing process and product quality evaluation for patches and major releases to maximize efficiency for optimum productivity, while meeting business objectives and vision. As far as my educational background is concerned, I have completed my Bachelor's degree in Engineering with a specialization in Information Technology from KICSIT, Affiliated with UET, Taxila, Pakistan.
My key skills include application/software support, quality assurance/control, root cause analysis, document control, process & product quality evaluation, software engineering, user training & desktop support, preventive maintenance, database analysis & management, information security standards, technical troubleshooting, and requirement analysis.
During my professional career, my ability of critical thinking, judgment and decision making enabled me to apply my expert knowledge and managerial skills for attaining results organization through sustained efforts. While others take pride in meeting all standards set before them, my passion is for delivering service that goes beyond organizational expectations, creating a win-win scenario for everyone involved!
Please feel free to contact me at [email protected] with any thoughts, comments, or questions about my work - I am always interested in making new professional acquaintances.
工作经历
Head of Support Services
Profound knowledge and experience in managing and exceeding
Support KPIs / SLA
Critical Technical Support Metrics including Customer Satisfaction,
Turn around time / Time to Relief (TAT/TTRf),
Time to Resolution (TTR),
Reducing backlogs & increasing efficiency
Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.
Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Customer Success
Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
Participate in weekend and holiday on-call rotation as required.
Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
Manage to the companys and departments vision, goals, mission and values.
Sr. Support Services Engineer
Hold full accountability for overseeing various application projects and verifying all documentation and new patches, while managing and prioritizing tasks. Ensure replication of scenarios faced by the customers by analyzing and sharing the environment details and logs.
Key Accomplishments
Set a new benchmark for excellence by carrying out release of products and evaluating process quality.
Identified, analyzed, oversaw, resolved, and recorded customer issues in a timely manner by providing appropriate solutions via close collaboration with the development and QA team.
Promoted to the position of Lead in recognition of outstanding leadership strengths and performance.
Sr. Associate / Team Lead - Application Support
Rendered keen eye for details to direct installation, configuration, supervision, and troubleshooting network problems of servers. Built synergies with the core team to attain technical information and communicate workarounds to customers. Efficiently supervised diverse and complex scope of support issues and applied solutions with effective technical and customer skills to assure highest level of customer satisfaction.
Key Accomplishments
Skillfully assessed and revised systems processes to provide recommendations while implementing new procedural policies and improving work flow process.
Delivered roust support to team members in assessing complex business/application technical problems through investigation and presenting all deployed solutions to the client by email and phone in a timely manner.
Earned promotion to the position of Team Lead in recognition of achievement of excellence.
QA & Support Engineer
Efficiently designed converting requirements as well as retained, executed, and delivered test cases and plans to examine product functionality. Ensured accurate identification, examination, swift resolution, recording, and closure of all customer issues. Investigated customer requirements and created test cases and checklist of features in the SRS document.
Key Accomplishments
Analyzed functionality of an application by applying black box testing method for each module and phase of system.
Achieved desired results by carrying out detailed functional and non-functional testing, executing bug fix verification validation, and producing reports for the management in a timely manner.
