Summary
Overview
Work history
Education
Skills
Languages
Custom
Timeline
Generic

ELMOAAZ SAAD ALI AHMED

Dubai,UAE

Summary

Accomplished professional with expertise in Microsoft Word, Excel, and PowerPoint, alongside proficiency in internet applications and Microsoft Office. Demonstrates strong capabilities in JIRA and SQL management, as well as Oracle database administration. Skilled in technical troubleshooting, aiming to leverage these competencies to drive efficiency and innovation within a dynamic organisation.

Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs.

Overview

14
14
years of professional experience
3
3
years of post-secondary education

Work history

Application Support Analyst

Emaratech
12.2023 - 08.2025
  • Ensuring the applications process provided training to stakeholders in use of application.
  • Responsible for identifying and addressing software issues reported by clients or internal users.
  • Effectively managed a high volume of customer inquiries through phone, email, and the ticketing system, consistently meeting or surpassing service level agreements.
  • Increase customer satisfaction by offering technical support and guidance to end users or clients experiencing application-related issues.
  • Educated clients on issues resolution to increase their product knowledge which decreased the inquiries redundancy.
  • Maintaining comprehensive records of issues and their resolutions to track trends, enhance processes, and provide reference material for future support cases.
  • Collaborated with the product research and development team to relay customer feedback, contributing to continuous product improvements.
  • Successfully managed and closed over 1500 client inquiries while upholding the quality of service.
  • Onboarded more than 800 merchants in The Global Village, providing comprehensive introductions to the product, policies, and processes.

Checker

Dubai Islamic Bank
Dubai
06.2021 - 08.2023
  • Create and maintain KYC records by obtaining information from internal and external sources.
  • Validate the Information with KYC records and customer identification program documents ensure completion and accuracy.
  • Ensure KYC records incorporate local regulatory requirements.
  • Assist in departmental projects as required.
  • Call & assist the clients to remediate their business accounts.
  • Provide support /advice to client.

KYC Remediation Analyst

Abu Dhabi Islamic Bank
05.2018 - 12.2020
  • General Banking Operations Central operations.
  • To maintain valid identity documents/information for our clients.
  • Account remediation for individual.
  • Update know your customer KYC information to client database.
  • Approving/declining accounts with justification and reasons.
  • FARCA & CRS updating declaration for individual customer's accounts.
  • Maintain a record of all US accounts opened along with the address. US TIN (Tax no).
  • Following up with branches to ensure all the required information and outstanding documents.

Customer Care Executive

Emirates Post Office
05.2014 - 08.2017
  • Renewal of trading License.
  • Renewal of Tenancy contract.
  • Ejari Certificates.
  • Handle of Emirates ID operation.
  • Collection for Dewa, Fewa Sewa, Etisalat, Du and other utilities.
  • Collecting payments for Arabian Airlines, Fly Dubai.
  • Collecting payments for entering visa. (us, etc)

Accountant

Central Bank of Sudan
Khartoum
02.2012 - 12.2013

Education

B.SC - Economic

University of Neelain
01.2010 - 01.2013

Skills

  • Microsoft Word, Excel, and PowerPoint
  • Internet applications and Microsoft Office
  • JIRA and SQL management
  • Oracle database administration
  • Technical troubleshooting

Languages

English
Arabic

Custom

Reference available upon request

Timeline

Application Support Analyst

Emaratech
12.2023 - 08.2025

Checker

Dubai Islamic Bank
06.2021 - 08.2023

KYC Remediation Analyst

Abu Dhabi Islamic Bank
05.2018 - 12.2020

Customer Care Executive

Emirates Post Office
05.2014 - 08.2017

Accountant

Central Bank of Sudan
02.2012 - 12.2013

B.SC - Economic

University of Neelain
01.2010 - 01.2013
ELMOAAZ SAAD ALI AHMED