Abu Talib Haidry

• Lead support operations for a key enterprise account, with direct reporting to the CEO on daily critical issues.
• Perform RCAs, and coordinate with the Product and DevOps teams for resolution and prevention.
• Own SLAs, manage Jira ticket lifecycle, and ensure high-traction resolution workflows.
• Use Postman, SQL, Charles Proxy, and Google Sheets for advanced diagnostics and automation.

Key Achievements as Sr. Tech Analyst:

• Identified and resolved a tax calculation bug on Day 1 by writing a SQL query to detect all affected records, enabling a same-day hotfix and historical data correction.
• Reduced incident backlog significantly by reviving and resolving dormant Jira & ServiceNow tickets.
• Achieved SLA compliance for over 3 months by implementing structured tracking and follow-ups.
• Corrected and re-fiscalized 17,000+ invoices overnight for German properties via Postman and DB updates.
• Built and trained a team to handle complex configuration RITMs efficiently.
• Corrected tax lines for 72 properties within three days using SQL updates.

• Handled high-complexity issues involving logs, APIs, and database investigations.
• Collaborated with the Product, DevOps, and BA teams to implement long-term resolutions.
• Managed Jira workflows, ensured SLA compliance, and authored internal knowledge articles.

Key Achievements as Support L3:

• Led team learning initiatives on SQL, and trained leads, supervisors, and L2 agents.
• Created an auto-refreshing SLA dashboard in Salesforce using JavaScript and browser extensions.
• Developed enterprise-specific SF reports highlighting SLA-compromised incidents.
• Automated ledger discrepancy detection via SQL, replacing a manual, month-long process.
• Created KB and prepared SOPs for L1s and L2s, comprising expected product flow and enterprise brand expectations.

• Handled advanced support issues beyond L1 scope, trained L1 agents, and authored documentation.
• Improved ticket triage process, reducing escalation time, and improving first-time resolutions.
• Realtime on-floor assitance and supervision.

• Delivered frontline support, logged and escalated tickets, and developed multi-module product knowledge.

• Performed outbound and inbound calls to convert leads into sales.
• Consistently met sales targets through effective customer engagement and CRM handling.