A H A M E D H A J A. M .

TECH

ASPIRING IT MANAGER -S E N I O R S U P P O R T S P E C I
ALIST

Chennai, India +919505845565 [email protected]

TECHNICAL EXPERTISE With A IT Background and Solid experience attained over Various Sectors
Technical Support :15+ years of experience :(INDIA-12+YRS &GCC 3 Yrs).
Technical Research ➢ 9+ Years Experience in TECHNICAL SUPPORT-
Root Cause Analysis IT ITIL V4 ® CERTIFIED
Technology Support Services
➢ 3+ Years Experience in IT- SOFTWARE DEVELOPMENT
IT Service Management
Incident Management ➢ 2+ Years Experience HR & ADMIN.
Problem Management ➢ 1 Year in Projects(E & I).
Change Management
Change Requests
Customer Success WORKEXPERIENCE
Application Support
Analytical Support
Reporting & Data Visualization May 2023 - Present SENIOR SYSTEMSUPPORT SPECIALIST
Kibana Icon Plc • ERP Support & Enhancement Work,
Operations Management Chennai, India
Statistical Analysis plus downstream application system
HRIS support within the Record to Report
Cx & Ux area.
Data Analytics • Act as level two support for all systems
Client Relations under Record to report area. Escalate for
User Acceptance Testing(UAT)
Risk Assessment resolution where appropriate.
Support Services • Research and provide solutions to issues
Business Analysis reported by the user or other team members.
Jira Must be able to work closely with the business
Atlassian Suite to address system enhancements and process
Team Management issues.
Customer Service
• Recommend upgrades / patches to the
Customer Service Management
Software as a Service (SaaS) Oracle EBS suite.
Customer Support • Thoroughly test configurations, business
Problem Solving rules, extensions, enhancements /
Technical Documentation modifications, and management of the
Business Process migration process into the production
Business Requirements
environment.
Microsoft Office
Remote Troubleshooting Lead System Integrations resulting from new
Help Desk Support company acquisitions.
Data Analysis Data • Supports the development, configuration,
SQL implementation, testing, documentation,
.NET Framework and user account access of system
Enterprise Resource Planning (ERP)
applications.
Database Management
Point of Sale (POS) Systems • Trains end users on the use of the system.
Microsoft Dynamic CRM Creates, updates, and maintains training
Customer Relation Relationship
Management (CRM)
EDUCATION DETAILS
Documentation as needed.
M .TECH , Cloud Computing (Pursuing)
• Implements and documents system
Indian Institute Of Technology
2023-2025. change requests and updates and/or
creates process documents as needed.
AEDCS-Advance Exective Diploma in • Supports IT, staff, in troubleshooting and
Cybersecurity – IIIT, Bangalore. resolving ongoing issues with the system.
Conducts periodic reviews and validation
B.TECH, Information Technology activities to ensure system designs meet end-
Anna University
user needs and regulatory requirements and
LICENSES & CERTIFICATIONS conform to company technology principles,
architecture and strategies.
IT Information Library Foundations
Certification (ITIL)-AXELOS Global Jul 2022 - Apr 2023
Services. SENIORTECHNICAL SUPPORT ASSOCIATE
Issued Apr 2023- Expires Apr 2026 Intouch CX
GR671511051AH • Identify, analyze, and investigate
Hyderabad, India
trending/critical issues impacting the DEVICES
(Mobiles, TV, Computer. ), payment system, or
other issues that cause Cx pain.
• Improvement of the product, customer
support, or team workflow via different
tools(Jira, Zen desk, Kibana, Atl as).
• To enhance customer service sites by
bringing answers to their requests, following up
on tr ending issues, and evaluating the quality of
the work provided to our team.
• Continually assuring service restoration and
minimizing customer impact, providing
exceptional customer ser vice solutions while
conducting deep technical analysis using
products, tools, and services. Conducted in-
depth technical investigations, using various
tools, to determine the root
cause of incidents and
developed recommendations for
resolution.
• Major responsibilities included driving
service restoration and leading end-to-
endtechnical incident management.
Jan 2020 -May
2022
Intercorp HELPDESK SPECIALIST
Chennai India
• Biometric scanner
hardware[FACEATT2,FACEATT4000,
THERMAL READERS] and software
support[HRMS- EPSS].
• Handling tickets(using Freshdesk) and
tryto resolve at the level one, if it's out of the
level 1 scope forward to leave 2 and provide
solutions within the Sla.
• Coordinated priority of support work based
on client and business needs.
• Tracked inbound support tickets to
provide clear resolutions to customers.
• Maintained composure when faced with difficult
customer situations.
 • Translated technical terminology for clients
to communicate through ticket system.
Provided remote software services to correct
reported issue.

Sep 2018 - May 2019 IT & HREXECUTIVE

Etek T Chennai • Attendance follow up.

India • Pfa & LCA follow up & preparation for
consultants.
• Bi-weekly & Quarterly report collection from
H1 B Consultants Manage ATS job postings &
submission.
• Employee joining formalities, PF etc.

Oct 2017 - Mar 2018

HR/ADMINEXECUTIVE

Disha interiors • HRms, Recruitment and Admin activities

Chennai India • IT support

Jan 2016 - Jan 2017 I N F O R MA TI O N T E C H N O L OGY S U P P O R T ENGINEER

Al -Jazeera • Servers
Riyadh,KSA
Monitoring.
• H.O& Bos, Fingerprint Databases Backups.
• Monitoring Daily Schedulers on ERP System.
• Maintaining Troubleshooting ERP Ncr
Pos Systems.
• Monitoring &Maintaining
Computer Systems(Hardware
&Software) &Networks.
• Supporting The Rollout of New Applications.
• Testing & Evaluating New Technology.
• Website Brochure and Arabic Images Updation.

Jan 2015 - Jan 2016 PROJECTADMINISTRATOR

Star Mass
Medina Ksa • Corrosion monitoring and data analysis at a
Big construction project(PMEXP).

Oct 2012 - Aug 2013

INFORMATIONTECHNOLOGY ASSISTANT
Carrefour,Dubai,
CareeFour
UADubai, UAE • Run business cycle and report to
the implementation team on a Ad-
hoc basis
• check for the receiving documents and
validate (agility and cross-dock)
• dispatch lp os to the concerned section
managers and to store managers. check
for anysalary deductions reported from
store managers and validate and forward
to the accounts department.

Mar 2011 - Aug 2011 I N F O R MA TI O N T E C H N O L OGY S U P P O R T ENGINEER

• Provided technical support to gps

SiIliconTech
based software for our overseas
Chennai,India
client
 Jun 2008 - Feb 2011
Junior Web Developer & Tech Support
Precise technologies • Design and develop web pages using C#.NET
. Precise
Chennai Tech
India AND MSSQL
Chennai,India
Aug 2006 - Mar 2008 Programmer analyst
• Design and develop web pages using C#.NET AND
Vistas India Access.
Chennai,India

History to Written As
Legacy…….