A H A M E D H A J A. 𝑀.

𝑇𝐸𝐶𝐻
ASPIRING IT MANAGER -SENIOR SUPPORT SPECIALIST

Ahamed-Linkedin +919176780065 reachhumbly@gmail.com

TECHNICAL EXPERTISE

Technical Support

Technical Research
With A IT Background and Solid experience attained over Various Sectors

Root Cause Analysis

9+ Years Experience in TECHNICAL SUPPORT-IT
Technology Support Services
3+ Years Experience in IT- SOFTWARE DEVELOPMENT
IT Service Management
2+ Years Experience HR & ADMIN.
Incident Management

Problem Management

Change Management WORK HISTORY

Change Requests May 2023 - May 2024 SENIOR SYSTEMS SUPPORT SPECIALIST
Customer Success Icon Plc •ERP E a ce e
Application Support Chennai, India
downstream application system support
Analytical Support within the Record to Report area.
Reporting & Data Visualization Kibana • Act as level two support for all systems under
Operations Management Record to report area. Escalate for
resolutionwhere appropriate.
Statistical Analysis
• Research and provide solutions to issues
HRIS
reported by the user or other team members. Must
Cx & Ux be able to work closely with the business to
Data Analytics Client Relations address system enhancements and process
User Acceptance Testing(UAT) issues.
• Recommend upgrades / patches to the Oracle
Risk Assessment
EBS suite.
Support Services Business Analysis Jira
• Thoroughly test configurations, business rules,
Atlassian Suite extensions, enhancements / modifications, and
Team Management Customer Service management of the migration process into the
Customer Service Management production environment.
Lead System Integrations resulting from new
Technical Documentation
company acquisitions.
Business Process
• Supports the development, configuration,
Business Requirements implementation, testing, documentation, and
Microsoft Office user account access of system applications.
Remote Troubleshooting
• Trains end users on the use of the system.
Creates, updates, and maintains training
Help Desk Support

Data Analysis Data SQL

.NET Framework

Enterprise Resource Planning (ERP)

Database Management

Point of Sale (POS) Systems

Microsoft Dynamic

CRM Customer Relation Relationship

 EDUCATION DETAILS
.
തതതതതതതതതതതത
𝑴. 𝑻𝑬𝑪𝑯, Cloud Computing (Pursuing)
Indian Institute Of Jul 2022 - Apr 2023 SENIOR TECHNICAL SUPPORT ASSOCIATE
Technology 2023-2025.
Intouch CX • Identify, analyze, and investigate trending/critical
𝑨𝑬𝑫𝑪𝑺-Advance Exective Diploma in Hyderabad,
issues impacting the DEVICES (Mobiles, TV,
Cybersecurity (Pursuing)– IIIT, India
Bangalore. Computer. ), payment system, or other issues that
cause Cx pain.
B.TECH, Information Technology • Improvement of the product, customer
Anna University 2001-2005 support, or team workflow via different tools(Jira,
Zen desk, Kibana, Atl as).
LICENSES & CERTIFICATIONS
• To enhance customer service sites by bringing
IT Information Library Foundations answers to their requests, following up on tr
Certification (ITIL)-AXELOS Global ending issues, and evaluating the quality of the
Services. work provided to our team.
Issued Apr 2023- Expires Apr 2026
• Continually assuring service restoration and
GR671511051AH
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 HELPDESK SPECIALIST

Intercorp • Biometric scanner

Chennai hardware[FACEATT2,FACEATT4000, THERMAL
India 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 ofsupport work based on
client and business needs.
• Tracked inbound support tickets to
provideclear 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 India

• Attendance follow up.
• 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.

Oct2017 -Mar2018 HR/ADMINEXECUTIVE

Disha interiors • HRms, Recruitment and Admin activities

Chennai India
• IT support

Jan 2016 - Jan 2017 IT SUPPORT ENGINEER

Al -Jazeera
Riyadh,KSA • 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 • Corrosion monitoring and data analysis at a Big
Medina Ksa
construction project(PMEXP).

Oct 2012 - Aug 2013 IT ASSISTANT

CareeFour Dubai,
Carrefour,Dubai, UA • Run business cycle and report to
UAE
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 IT SUPPORT 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
. Precise
Chennai Tech
India • e g a e e e age g #. E
Chennai,India MSSQL

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…….