Summary
Overview
Work History
Education
Skills
Websites
Timeline
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SYED KAZIM ALI

SYED KAZIM ALI

Application Support Engineer
PUNE

Summary

Product Support Engineer based in Pune, India, with over 5 years of extensive experience in technical support, application support, data reporting, and customer service. Equipped with a diverse skill set, Proficient in data management, Power BI, MS Excel, databases, and various ticketing tools. Additionally, Well-versed in DBMS, SharePoint, Microsoft Office tools, GCP logs, MySQL, as well as incident, problem, and change management.

Overview

5
5
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Product Support Engineer

Cell Point Digital
11.2022 - Current
  • Assisting merchants encountering payment problems by examining payment status changes using endpoint logs within backend system and database analysis
  • Support entails analyzing endpoint logs from diverse distributed applications both internally and from external payment service providers
  • This process is further detailed by comparing individual business and routing rules of each merchant, along with examining additional logs from Value-Added Service (VAS) providers such as 3DS authentication, foreign exchange, fraud prevention.
  • Assisting merchants by closely monitoring and implementing corrective measures to capture payments during batch settlement process
  • Generating, preparing, and distributing transaction reconciliation reports to merchants for transactions processed through batch settlement process
  • Aiding product organization in validating changes in lower environments using tools like Postman, third-party simulators, and merchants' development booking engine
  • Applying ITIL framework in support operations to ensure execution of Standard Operating Procedures (SOPs) for seamless customer experiences and issue resolution
  • Demonstrating hands-on experience in managing client tickets according to Incident priority, triggering major incident processes based on impact and urgency, and producing detailed Incident Reports for P1 issues
  • Collaborating cross-functionally with engineering, product, and release teams through Scrum process to prioritize Incident, Problem, and Change tickets
  • Extracting, validating, preparing, and maintaining extensive payment transaction reports in Power BI for company-wide operational use and informational purposes.
  • Collaborated with software engineering and architect team to develop and implement product improvements to enhance performance
  • Tested new software and hardware prior to deployment
  • Partnered with engineering teams to test and validate new product releases, ensuring smooth deployment and minimal disruption for customers

Subject Matter Expert

Exela Technologies Pvt. Ltd
Pune
12.2018 - 11.2022
  • Providing support for software applications mostly in domains such as Business accounting, Insurance and HCM
  • Scope of support involved reproducing issue, conducting investigation, and finding root cause
  • Delivering on agreed client SLA's by managing support through Voice and Chat globally
  • Review daily operational scorecards with Senior Management and frontline supervisors
  • Conduct quality audits, analyze Customer Experience feedback, and induct effective operational processes for continual Service Improvement.
  • Evaluated existing resources and developed new strategies to maximize effectiveness in addressing identified gaps.

Education

Bachelor of Arts (Honours) -

IGNOU
Pune, India
06.2019 - 05.2022

Secondary Education -

Loyola High School
Patna, India
04.2014 - 05.2016

Skills

  • Communication
  • Customer Service
  • Active Directory
  • Database
  • SharePoint
  • Service Now & Jira Service Desk (ITSM)
  • Microsoft Power BI
  • Google Cloud Platform (GCP)
  • Payment Services
  • Remote User Support
  • Technical Support
  • Application Support Management
  • Team Handling
  • Microsoft office tools
  • Management Skills
  • Presentation skills
  • Analytical Skills
  • Incident Management
  • Change Management
  • User Acceptance Testing (UAT)
  • ITIL
  • Email, Chat, and call support

  • Report Preparation

Timeline

Product Support Engineer

Cell Point Digital
11.2022 - Current

Bachelor of Arts (Honours) -

IGNOU
06.2019 - 05.2022

Subject Matter Expert

Exela Technologies Pvt. Ltd
12.2018 - 11.2022

Secondary Education -

Loyola High School
04.2014 - 05.2016

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SYED KAZIM ALIApplication Support Engineer