A H A M E D H A J A.𝑴.

𝑻𝑬𝑪𝑯
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

+919505845565 humblyhaja@gmail.com
Chennai, India

With A IT Background and Solid experience attained over Various Sectors :

SKILLS 15+ years of experience :(INDIA-12+YRS &GCC 3 Yrs).
➢ 8+ Years Experience in TECHNICAL SUPPORT-IT
ITILCertified
ITIL V4 ® FOUNDATION CERTIFIED
➢ 3+ Years Experience in IT- SOFTWARE DEVELOPMENT
Zendesk ➢ 2+ Years Experience HR & ADMIN.
➢ 1 Year in Projects(E & I).

Technology Services
WORKEXPERIENCE

Data Analytic

Incident Management May 2023 - Present SENIOR SYSTEMSUPPORT SPECIALIST

Icon Plc • ERP Support & Enhancement Work, plus
Chennai, India
Operations Management downstream application system support
within the Record to Report area.
• Act as level two support for all systems under
Change management
Record to report area. Escalate for resolution
where appropriate.
Customer Success • Research and provide solutions to issues
reported by the user or other team members. Must
be able to work closely with the business to
Root Cause Analysis
addresssystem enhancements and process
issues.
IT service management • Recommend upgrades / patches to the Oracle
EBS suite.
Problem Management • Thoroughly test configurations, business rules,
extensions, enhancements / modifications, and
management of the migration process into
Operations Management the production environment.
Lead System Integrations resulting from new
Statistical Analysis company acquisitions.
• Supports the development, configuration,
implementation, testing, documentation, and
Human Resources Information user account access of system applications.
Systems (HRIS) • Trains end users on the use of the system.
Creates, updates, and maintains training

Cx & Ux
User Acceptance Testing
Jira
Business Analysis
Support Services
TEchnical research
Atlassian Suite
Application Support
Customer Service Management
Data Visualization
Business Requirements
Remote Troubleshooting
Help Desk Support
Ms office
EDUCATION :
MASTER' S DEGREE
𝑀. 𝑇𝑒𝑐ℎ -Cloud computing
IITP -2023-2025
PROFESSIONAL:
ADVANCED EXECUTIVE PROGRAM IN
CYBERSECURITY-2023
IIIT,BANGALORE
UNDERGRADUATE
B.Tech-IT,2001-2005
Anna university
Documentation as needed.
• Implements and documents system
change requests and updates and/or creates
process documents as needed.
• Supports IT, staff, in troubleshooting and
resolving ongoing issues with the system. Conducts
periodic reviews and validation activities to ensure
system 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.
Jan 2020 -May 2022
HELPDESK SPECIALIST
Intercorp
Chennai India • Biometric scanner
hardware[FACEATT2,FACEATT4000, THERMAL
READERS] and software support[HRMS-
EPSS].
• Handling tickets(using Freshdesk) and try to
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 provide
clearresolutions 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

Jan 2016 - Jan 2017 I N F O R MA TI O N T E C H N O L OGY S U P P O R T

AlAl Jazeera
-Jazeera
,Riyadh .Saudi
ENGINEER
Riyadh,KSA
India • Servers
Monitoring.
• H.O& Bos, Fingerprint Databases Backups.
• Monitoring Daily Schedulers on ERP System.
• Maintaining Troubleshooting ERP Ncr
PosSystems.
• 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

Medina, Saudi Arabia
Star Mass
• Corrosion monitoring and data analysis at a Big
Medina Ksa
construction project(PMEXP).

Oct 2012 - Aug 2013 INFORMATIONTECHNOLOGY ASSISTANT

Carrefour,Dubai, UAE
CareeFour • 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
managersand 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

SiIliconTech • Provided technical support to gps

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

Vistas India • Design and develop web pages using C#.NET AND
Vistas india
Chennai India Access
Chennai,India