Umer Khan
Dubai
Summary
Experienced Technical Engineer with 12 years of expertise in ensuring smooth operations for critical customer-facing applications. Proven track record in adding value through service enhancements and new projects. Skilled in implementing Digital Transformation Solutions and providing core-level support for software applications, databases, networks, and operating systems.
Overview
12
12
years of professional experience
Work History
Senior Technical Support Engineer
Abu Dhabi Islamic Bank
Abu Dhabi, United Arab Emirates
04.2022 - Current
- 24/7 Support to the Operations for Call Center Retail Banking, Customer Care, Collection, Recording Servers, Chat Banking, Work Force Management, Digital Connect Chat/Video Banking applications.
- L2 Technical Support to resolve the outages with immediate actions and agreed SLA.
- Troubleshoot incidents with detailed RCA and mitigation plan to improve overall system stability with thorough root cause analysis on recurring issues and implementing corrective actions.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
- Served as primary point of contact for support relating to owned solutions and products.
- Diagnosed and troubleshot hardware, software and network issues.
- Regular health check and monitor system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems, fix vulnerabilities and protect data.
- Proactively identified trends in technical issues, bugs, and implementing preventative measures to reduce future occurrences.
- Coordination with Business for New Projects to prepare Business Requirement Documentations (BRD) and new enhancement in Business Applications to meet targets and add value to the services.
- Liaised with key stakeholders i.e. Business (Retail banking), Vendor, IT Management, Technical Team leads.
- Conducted rounds of meetings with business segments (Retail banking, business banking, Retail banking operations) to understand business needs, gather high level requirements, discuss impacts, and constraints.
- Meeting with vendors to provide them with technical road map, data flow diagrams, use cases, technical challenges etc.
- Coordinate with vendors for analyzing the business requirements and prepare the Feasibility Study Documents (FSD).
- Deploy, Test and verify the release delivered by a Product Team in the SIT Development environment.
- Post SIT Verification, implement the release in the UAT environment, prepare documentation for Impact analysis, test cases for verification, defend the business demo with targets achieved and certify.
- Managed multiple project timelines simultaneously, ensuring all deliverables were met within established deadlines without sacrificing quality or customer satisfaction levels.
Technical Support Engineer
Altitude Software
Dubai, United Arab Emirates
12.2016 - 03.2022
- Real-time troubleshooting and providing 24/7 technical support for all Altitude software offerings to restore Operations within the agreed SLA.
- Provide Tier-2 Technical Support to clients and partners running Altitude Software Products and liaise with cross-functional teams such as the R&D team, DevOps, QA, and L3 central team to resolve any product defects and bugs.
- Perform overall infrastructure Health checks (Server, Systems, Network, and DB) to minimize business impact with a proactive approach and provide remediation solutions, suggested software and hardware modifications to reduce lag time and improve overall performance.
- Daily active follow-up and troubleshooting of escalated issues from the customer with detailed RCA and mitigation plan.
- Daily Monitor system performance to identify potential issues.
- Delivering project tasks, Software installation, Upgrade and support customer in SIT
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Coordination and providing core level support to the partner service provider
- Coordination with third-party vendors in multi-solution environments and providing support for Altitude system integration with other telephony Technologies .i.e Cisco, Avaya, etc
- Worked directly with clients in rollout and post-rollout stages of new applications and systems.
- Proactively set up and visit onsite to provide training, evaluation, new features update, etc to end-users and Call Center Management to achieve the most from the application in terms of efficiency and usability.
Network OSS Officer
Telenor
Islamabad, Pakistan
11.2015 - 12.2016
- Responsible for Centralized Fault management System HP SM, HP OM and TelAlert
- Telenor Centralized Inventory management (Zsmart IMS) of GSM RAN, BTS, IP Core, IT, RF & Microwave
- User Accounts Management (Deletion, Suspension, and Revocation as per Information Security Policy)
- Automation of Business reports through SAP Crystal Reporter
- SLM support to the first level and engage the vendor to minimize service disruption and handle customer complaints
- Vendor management to ensure delivery as per the contractual terms and conditions
- Provide Operational Support to BSS Service Manager
- Bi-monthly IT infrastructure Audit and Inventory Management.
Contact Center Technology Support Officer
Telenor
08.2013 - 11.2015
- 24/7 Support to Local and Remote OSP Sites
- Planning, Testing, and maintaining IT Operations, Supervising LAN, WAN, and IT Helpdesk issues
- Hardware, systems and software installation, configuration, troubleshooting, and maintenance
- Daily routine checkup of Contact Center Applications and Servers Coordination with vendors for new projects
- Coordination with network and operation teams to fulfill SLAs goals
- On-Site Support to Business Applications Siebel CRM Operations
- Avaya, GVP, ADT, Hyperion CC Pulse.
Trainee IT Engineer
Pakistan Software Export Board
12.2012 - 04.2013
- Manage and maintain IT infrastructure (Network Nodes, printers, Laptops, and Computers)
- Cable Patching and termination, Face Plates and Network tagging
- Preparing new machines by installing windows, proprietary, and third-party applications, and applying windows patches/updates.
Education
Bachelors of Computer Engineering -
National University of Science And Technology
Islamabad, Pakistan06.2012
Skills
- Scripting
- Networking
- Support system Ticket management Service Desk and Ticketing tools such as JIRA, HP SM, CAT etc
- Network, OS, Application and Databases
- Teamwork and Collaboration
- Critical Thinking
- Time Management
- Problem-solving abilities
- Quick Learner Excellent Communication skills
- Technical Support
- Software Installation and Updates
- Troubleshooting
Accomplishments
- Implement Customer Protection Regulation(CPR) as per UAE Central Bank Requirements.
- Technical Support Champion Year 2022
- Onsite Resource Champion Year 2023
- Technical Implementation of Banking Products ADIB EXCEED, Cashback and Mid Year Cycle Implementation .
- In-charge of supporting Key Account Holder such as Etisalat (Largest TELCOM provider in UAE) and Major leading Banks in the MENA region (UBL, ABO, ADIB, FAB, KIB, NBO, AUB, CBQ etc)
- Altitude Xperience v8.3 Upgrade Program (2019)
- Successfully Upgraded/Migrated more than 25 accounts from v8.2 to v8.3 across MENA region
Certification
- Implement Customer Protection Regulation(CPR) as per UAE Central Bank Requirements.
- Technical Support Champion Year 2022
- Onsite Resource Champion Year 2023
- Technical Implementation of Banking Products ADIB EXCEED, Cashback and Mid Year Cycle.
- In-charge of supporting Key Account Holder such as Etisalat (Largest TELCOM provider in UAE) and Major leading Banks in the MENA region (UBL, ABO, ADIB, FAB, KIB, NBO, AUB, CBQ etc)
- Altitude Xperience v8.3 Upgrade Program (2019) Successfully Upgraded/Migrated more than 25 accounts from v8.2 to v8.3 across MENA region
Certification
CCNA (R&S) (08/2013)
( CISCO ID : CSCO12433603 )
CCNP (S) Certified (12/2014)
( CISCO ID : CSCO12433603 )
Timeline
Senior Technical Support Engineer
Abu Dhabi Islamic Bank
04.2022 - Current
Technical Support Engineer
Altitude Software
12.2016 - 03.2022
Network OSS Officer
Telenor
11.2015 - 12.2016
Contact Center Technology Support Officer
Telenor
08.2013 - 11.2015
Trainee IT Engineer
Pakistan Software Export Board
12.2012 - 04.2013
Bachelors of Computer Engineering -
National University of Science And Technology