ASGAR SHEIKH
Kargil
Summary
Dedicated IT professional with over 9.8 years of experience at Tata Consultancy Services (TCS), including 7.5 years in Banking and Financial Services (BFSI) supporting multiple lines of business for Citi Bank (US, UK & LATAM). Experienced in chargeback processing, payment clearing, fund transfers, and full-cycle transaction processing, including cheque clearing, direct debit setup and deletions. Skilled in regulatory compliance (Regulation Z) and dispute resolution. Additionally, 1.5 years of experience as an IT Helpdesk Analyst for Swissport, providing a strong understanding of business-critical applications and ITIL processes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Helpdesk Analyst
swissport International
10.2024 - Current
- Provide first-level technical support to global users via phone, email, chat, or ticketing tools.
- Troubleshoot issues related to hardware, software, and system access.
- Handle password resets, access requests task based on security policies.
- Ensure accurate documentation of steps taken and solutions provided.
- Provide remote troubleshooting for endpoints (Citrix, Mobile Devices, Windows, Bitlocker Recovery Keys).
- Deliver professional, polite, and clear communication at all times.
- Ensure a positive user experience by providing timely updates and resolutions.
- Educate users on best practices and preventive measures.
Utilities
Citi Bank N.A
03.2022 - 05.2024
- Managed the addition and revocation of Powers of Attorney, ensuring proper authorization and documentation compliance.
- Validated debts using multiple sources, including account statements, account opening documents, and KYC records, to ensure accuracy and compliance.
Payment Clearing & Fund Transfer
Citi Bank
11.2019 - 02.2022
- Processed cheque deposits, managed BACS transactions, sanctions screening, and direct debit (DD) setup and closures.
- Executed internal fund transfers, processed incoming payments, and posted entries using automated macros, ensuring accurate interbank settlement and customer account updates.
- Applied account maintenance charges and credited customer rewards, including welcome and referral incentives.
- Verified transaction accuracy and reconciled discrepancies to maintain data integrity and compliance.
Chargeback Operations
Citi Bank
06.2016 - 10.2019
- Processed end-to-end credit card chargebacks in compliance with Visa, Mastercard, regulations, ensuring timely dispute resolution and fund recovery.
- Analyzed transaction types (MOTO, lost/stolen, compromised, account takeover) to determine dispute validity and appropriate chargeback action.
- Investigated billing disputes, including recurring payment issues, and identified root causes for accurate resolution.
- Assessed transactions using Merchant Category Codes (MCC) to support dispute classification and decision-making.
- Handled "merchandise not received" claims by reviewing supporting documentation and validating customer cases.
- Calculated and verified interest charges on billed transactions to ensure accuracy.
Education
Bachelor of Science -
Kashmir University
01.2015
Skills
- Financial statement analysis
- Risk management
- Compliance
- Digital Banking
- Clear Communication
- Emotional intelligence
- Teamwork
- Time management
- Technical support
Certification
- Certificate in Payment Cards and Chargeback
- Certificate in Card Frauds
- Certificate in Advance Anti Money Laundering
- Certificate in Digital Banking
- Cleared Wings 1 assessment for the Banking Domain (WINGS 1 - 2024)
Timeline
IT Helpdesk Analyst
swissport International
10.2024 - Current
Utilities
Citi Bank N.A
03.2022 - 05.2024
Payment Clearing & Fund Transfer
Citi Bank
11.2019 - 02.2022
Chargeback Operations
Citi Bank
06.2016 - 10.2019
Bachelor of Science -
Kashmir University