Fazal Subhedar
Pune
Summary
Analytical Technical support representative adept at resolvingcomplex device issues and application issue. Critical thinker whoaddress customer support issues quickly and who consistentlyexceeds performance standards. Level-headed and calm in stressful situation with well-developed people skills.
Overview
9
9
years of professional experience
Work History
XERP Lead
Calfus Technology
Pune
09.2023 - Current
- Working as Lead for BSI Service Desk my role is Prepare system reports on a weekly basis and Create and update end-user documentation.
- Preparing the RunBook for the Application like Zendesk, MastraQA, Ada.
- Front line support for ERP system to troubleshoot and resolve system issues hindering operations.
- Work with users to define, analyze, recommend, and implement system improvements
- Act as liaison between system users and the IT function.
- Working as Lead for BSI Service Desk my role is Prepare system reports on a weekly basis and Create and update end-user documentation.
- Assist in managing ERP change control.
- Work well in group problem-solving situations within management teams.
- Monitor system Dashboard the Application like Assembled, GURU, Zendesk and Workday.
Application Support Analyst
TMF Group
Pune
07.2022 - 09.2023
- Working with Horizon (HRP) Application this module is a payroll middleware solutions developed to give a single access portal to process payroll and utilizes payroll services to employees. Working in Application support - Frontend support L1 support in payroll we primarily to allow the exchange of communication via tickets, view the processing schedule, track tasks and exchange data via the basic ticket process between customer and TMF group local offices for payroll processing.
- Collaborate with the L2 ,Development team, QA team on require application changes and support.
- Tracking the issue with BMC Remedy Tool and Incident
- Handling Escalation during the time of application outage.
- Co-ordinate with the Local client during Security Incident and Data Bridge.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
Product Support Analyst
Varstreet
Pune
08.2021 - 07.2022
- Business Management platform for IT & Office suppliers and Provides E-Commerce, Sales Quoting, CRM, Procurement etc in one single
- As Support Analyst we take of Customer creates the ticket whenever they send an email to the support team and we need to take necessary action.
- Provide them product training, clarify their doubts while operating the back office, storefront training
- Take the Inputs from the Reseller to design the website for their Business on the eCommerce platform.
- Experiences in Handling ticketing tools Like JIRA and Autotask To ensure the Website look and feel is as per the customer's requirement.
- Provide a secure website to customers by configuring and updating the SSL certificate. Monitoring the Expiration of the SSL certificate.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
L1 Support Engineer
Aurus Tech Private Limited
Pune
06.2016 - 08.2021
- To ensure that customer SLA's are met within the given time with resolutions, undertake key activities such as following up on issues related to CCT.
- We perform troubleshooting via Emails and Calls, we check the issue related to the CCT or PinPad through various steps quality work and resolution in the given time
- Initiate bridge calls, drive communication with teams to ensure uptime of Infrastructure within Service Level Coordinate with multiple teams to get the issue resolved with SLA. Handle client contacts & engage as & when required . Work with the right resources to resolve an issue & make sure the issue is resolved & client is Monitoring progress with each department towards goal attainment utilizing measurable.
- Experience in Handling ticketing tool I-Support. Ample exposure to Payment domains.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Implemented technical solutions to solve customer issues and increase satisfaction.
Associate
Wipro BSP
Pune
01.2015 - 02.2016
- Dealing with Business customer for Australian Telecom Process on Order Management
- Working on Citrix and Siebel tools to process customer request and response solve queries. Hands on experience of working on SAP tools like MAXIM , SIEBEL , WAS, ONDB
- Troubleshooting for work orders for all Telecom products like Broadband, PSTN, and Router
Education
Bachelor of Science - Computer Science
IBMR, CCS - Wakad
Pune , Wakad12-2014
Skills
- Customer service, Proficient Troubleshooter , Exceptional telephone etiquette , LAN expertise
- Proven ability to quickly pick up new functional and technical knowledge
- Strong analytical abilities;provide actionable
insights from the data
- Exposure to ITIL framework
- Incident & knowledge Mgt
- Change & Problem Mgt
Hobbies
- Learning new information through online videos
- Travelling
- Listening Music
Personal Profile
- Date of Birth: 15/12/1990
- Gender: Male
- Father's Name: Abdulhamid Subhedar
- Mother Tongue: Hindi
- Nationality: Indian
- Marital Status: Married
Timeline
XERP Lead
Calfus Technology
09.2023 - Current
Application Support Analyst
TMF Group
07.2022 - 09.2023
Product Support Analyst
Varstreet
08.2021 - 07.2022
L1 Support Engineer
Aurus Tech Private Limited
06.2016 - 08.2021
Associate
Wipro BSP
01.2015 - 02.2016
Bachelor of Science - Computer Science
IBMR, CCS - Wakad
Similar Profiles
Mohd FurqanMohd Furqan
Office Assistant at Vaugh Institute of Agricultural Engineering & Technology, Sam Higginbottom University of Agriculture Technology and SciencesOffice Assistant at Vaugh Institute of Agricultural Engineering & Technology, Sam Higginbottom University of Agriculture Technology and Sciences
Alison HawkinsAlison Hawkins
Vice President of Client Services at Orion Advisor Technology (Redtail Technology)Vice President of Client Services at Orion Advisor Technology (Redtail Technology)
Manoj TanejaManoj Taneja
Lead II - Software Engineering at US Technology International Pvt.Ltd .(US Technology)Lead II - Software Engineering at US Technology International Pvt.Ltd .(US Technology)