Junaid SAGHIR
Khobar,04
Summary
Client-oriented Application Support Analyst with career spent identifying root causes for issues and finding appropriate solutions. Experienced in using the iterative system development lifecycle in projects to deliver new services or software on time and within scope.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Application Support Analyst
Gulf International Bank
06.2018 - Current
- Investigate complex issues to provide the cause, solution, or next steps.
- Escalate technical issues to Development, System Analysts, or third-party vendors.
- Resolves incident root causes, assesses their impact, and informs affected user areas.
- Resolve high-priority operational/production issues and ensure that service level agreements (SLAs) are satisfied.
- Ensure incident, problem change and complain management
- Resolving any application-related technical and functional issues
- Keep up to date on software updates to supported systems.
- Collaborate with various departments to find effective business solutions.
- Maintain accurate business and employee data for data analytics.
- Evaluate reporting criteria and standards to effectively maintain data integrity.
- Contribute to technical support by updating documentation based on common support interactions and known issues with software.
- Provide go-live support during critical activation periods for smooth implementation.
- Undertake application problem analysis and resolution for application problems in conjunction with the end users and application vendors.
- Assist with implementation of IT application projects. Provide technical input where required
- Monitors applications for any performance issues and communicates to stakeholders
- Troubleshoot software and applications for all customers to better understand how to help them use the programs efficiently.
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
- Provide front-line, second level technical support as part of the IT Operations team to deliver exemplary customer service to clients
- Strong problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas
- Support applications and systems including troubleshooting and resolving issues, addressing various types of requests and responding to inquiries.
Application Support Engineer/Developer
Nesma Holding Co. Ltd
11.2016 - 05.2018
- Providing support in maintaining hrms software to nesma sister companies.
- Provide training to internal and external users in the use of software, programs, and websites.
- Troubleshoot analyzed, and implemented solutions for issue resolution
- Gather the requirements from functional consultant and write code.
- · Enhance the existing code and make reusable classes, functions.
- Update training outlines, documents, and manuals to reflect procedures.
- Collaborate with departments to plan, develop the structure, design, and implement the information architecture of new websites.
- Plan, participate in, and conduct meetings with management about website requirements.
- Provide information to staff concerning procedure and program updates.
- Provide second-tier support for issues concerning software.
Help Desk Support Specialist
Islam Commercial Enterprises
02.2015 - 09.2016
- Provide internal and external instructional support and product troubleshooting.
- Maintain the accuracy and integrity of service tickets.
- Resolve first tier technical issues with software, hardware, and peripherals.
- Maintain documentation on processes, procedures, and system owners.
- Generate reports from databases.
- Prepare and audit account access for internal employees.
- Maintain composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Provide updates to users about issue status and estimated resolution times.
- Support employees with advanced troubleshooting on service tickets.
- Assist in technical support process improvement.
- Collect, analyze, and report on data for use in operational planning.
Application Development Associate
RAPID TECHNOLOGIES
09.2013 - 12.2015
- · Study the requirements of the clients and the specific needs of the business projects
- Requirement gathering and doing meetings with client.
- Writing server side and client side code.
- · Debug the web applications to rectify the errors that surface during operations.
- · Writing stored procedures and sql queries.
- · Generating crystal Reports using dataset, sql and stored procedures
- · Application Enhancement to provide permanent solution for recurrent issues.
- · Maintaining existing applications.
- · Used ADO.NET to access data in SQL Server.
- · Worked on html part and validations.
- · Used CSS for GUI design and used JavaScript for client-side validation Word Press theme customization.
Education
Bachelor of Computer Science -
Mohammad Ali Jinnah University Karachi
Pakistan KarachiIntermediate in Pre-engineering -
Pakistan International School Jeddah
Saudi Arabia Matriculation in Computer Science -
Pakistan International School Jeddah
Saudi Arabia Skills
- Critical Thinking
- Technical Support
- Working Collaboratively
- Data Management
- Compliance Understanding
- Application Implementation
- Systems and Application Training
- Project Documentation
- Web Programming and Design
- Best Practices and Standards
- Application Subject Expertise
- Product Configuration
- Troubleshooting
- System Development Lifecycle
Certification
ITIL Certified
Timeline
Application Support Analyst
Gulf International Bank
06.2018 - Current
Application Support Engineer/Developer
Nesma Holding Co. Ltd
11.2016 - 05.2018
Help Desk Support Specialist
Islam Commercial Enterprises
02.2015 - 09.2016
Application Development Associate
RAPID TECHNOLOGIES
09.2013 - 12.2015
Bachelor of Computer Science -
Mohammad Ali Jinnah University Karachi
Intermediate in Pre-engineering -
Pakistan International School Jeddah
Matriculation in Computer Science -
Pakistan International School Jeddah
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