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

Chennai, India +919505845565 humblyhaja@gmail.com

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-IT
Root Cause Analysis ITIL V4 ® CERTIFIED
Technology Support Service s
IT Service Management ➢ 3+ Years Experience in IT- SOFTWARE DEVELOPMENT
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
Operations Management • ERP Support & Enhancement Work, plus
Chennai, India
Statistical Analysis downstream application system support
HRIS within the Record to Report area.
Cx & Ux • Act as level two support for all systems under
Data Analytics Record to report area. Escalate for
Client Relations
resolutionwhere appropriate.
User Acceptance Testing(UAT)
Risk Assessment • Research and provide solutions to issues
Support Services reported by the user or other team members. Must
Business Analysis be able to work closely with the business to
Jira address system enhancements and process
Atlassian Suite issues.
Team Management
• Recommend upgrades / patches to the Oracle
Customer Service
Customer Service Management EBS suite.
Software as a Service (SaaS) • Thoroughly test configurations, business rules,
Customer Support extensions, enhancements / modifications, and
Problem Solving management of the migration process into the
Technical Documentation production environment.
Business Process
Business Requirements Lead System Integrations resulting from new
Microsoft Office company acquisitions.
Remote Troubleshooting • Supports the development, configuration,
Help Desk Support implementation, testing, documentation, and
Data Analysis Data user account access of system applications.
SQL • Trains end users on the use of the system.
.NET Framework
Creates, updates, and maintains training
Enterprise Resource Planning (ERP)
Database Management
Point of Sale (POS) Systems
Microsoft Dynamic CRM
Customer Relation Relationship
Management (CRM)
EDUCATION DETAILS
𝑴. 𝑻𝑬𝑪𝑯, Cloud Computing (Pursuing)
Indian Institute Of Technology
2023-2025.
𝑨𝑬𝑫𝑪𝑺-Advance Exective Diploma in
Cybersecurity – IIIT, Bangalore.
B.TECH, Information Technology
Anna University
LICENSES & CERTIFICATIONS
IT Information Library Foundations
Certification (ITIL)-AXELOS Global
Services.
Issued Apr 2023- Expires Apr 2026
GR671511051AH
Documentation as needed.
• Implements and documents system
change requests and updates and/or
createsprocess documents as needed.
• Supports IT, staff, in troubleshooting and
resolving ongoing issues with the system. Conducts
periodic reviews and validation activities to
ensuresystem designs meet end-user needs and
regulatory requirements and conform to
company technology principles, architecture and
strategies.
Jul 2022 - Apr 2023 SENIORTECHNICAL SUPPORT ASSOCIATE
Intouch CX
• Identify, analyze, and investigate trending/critical
Hyderabad, India
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.
HELPDESK SPECIALIST
Jan 2020 -May 2022
Intercorp • Biometric scanner
Chennai India 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
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 • 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

I N F O R MA TI O N T E C H N O L OGY S U P P O R T
Jan 2016 - Jan 2017
ENGINEER
Al -Jazeera
Riyadh,KSA • Servers
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.

PROJECTADMINISTRATOR
Jan 2015 - Jan 2016
Star Mass • Corrosion monitoring and data analysis at a Big
Medina Ksa construction project(PMEXP).

Oct 2012 - Aug 2013 INFORMATIONTECHNOLOGY ASSISTANT

Carrefour,Dubai,
CareeFour UA • Run business cycle and report to
Dubai, 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

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 AND
. Precise
Chennai Tech
India 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…….