WASIM KHAN
Application Support Analyst
Bangalore
Summary
Professional in technical and customer support with comprehensive understanding of application maintenance and troubleshooting. Proven track record in resolving technical issues efficiently and enhancing system performance. Known for strong team collaboration and adaptability, ensuring reliable support in dynamic environments. Skilled in problem-solving and customer service, valued for reliability and flexibility.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Application Support Analyst
Enverus India Pvt. Ltd
05.2023 - 01.2025
- Spearheaded technical support for OpenInvoice platform, managing end-to-end invoice processing and procurement workflows
- Achieved 40% reduction in system errors via proactive monitoring and root cause analysis.
- Streamlined support processes for improved end-user experience and reduced resolution times.
- Used Salesforce, Jenkins, Microsoft Teams, Slack to track, maintain and update trouble tickets.
- Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by 60%.
Senior Customer Associate
Telligent Pvt. Ltd (247-intouch)
02.2021 - 03.2023
- Delivered technical support for gaming platforms across UK and EMEA regions, maintaining 98% satisfaction rate
- Managed complex technical issues using Zendesk, achieving 90% first-contact resolution
- Coordinated with development teams to resolve critical system issues
- Implemented improved troubleshooting procedures, reducing resolution time by 25%
Senior Technical Support Executive
Concentrix Services India Pvt. Ltd
03.2016 - 12.2019
- Resolved 50+ daily technical support cases for Android devices across EMEA region
- Utilized Android Debug Bridge (ADB) for advanced system diagnostics
- Achieved 95% customer satisfaction rating through effective issue resolution
- Mentored 10+ junior team members in technical troubleshooting procedures
Social Media Executive
[24]7.ai
09.2013 - 01.2016
- Exceeded monthly sales targets by 15% through effective query resolution
- Maintained 90% customer satisfaction across email, chat, and voice channels
- Implemented process improvements resulting in 20% faster resolution times
- Handled 100+ daily customer interactions across multiple platforms
Education
B.Tech - Computer Science Engineering
Prist University
Thanjavur, ChennaiA.I.S.S.E & Intermediate - CBSE
M.G.M Higher Secondary School
Skills
Android Debug Bridge (ADB)
Customer Support Excellence
Technical Troubleshooting
ERP & Application Support
Process Improvement
Client Relationship Management
Cross-functional Team Collaboration
Training & Documentation
UAT support
Excellent Communication
Decision-Making
Teamwork and Collaboration
Flexible and Adaptable
Organization and Time Management
Self-Motivated
Active Listening
Team building
Written Communication
Multitasking Abilities
Critical Thinking
Salesforce, Zendesk , Slack, Jenkins Software Proficiency
Interpersonal Communication
Dependable and Responsible
Accomplishments
- Awarded 'Best Employee of the Month' for 5 consecutive months
- Consistently exceeded performance metrics across all roles
- Winner in state and national-level competitions
Personal Information
- Notice Period: Immediate
- Date of Birth: 11/23/89
- Nationality: Indian
Timeline
Application Support Analyst
Enverus India Pvt. Ltd
05.2023 - 01.2025
Senior Customer Associate
Telligent Pvt. Ltd (247-intouch)
02.2021 - 03.2023
Senior Technical Support Executive
Concentrix Services India Pvt. Ltd
03.2016 - 12.2019
Social Media Executive
[24]7.ai
09.2013 - 01.2016
B.Tech - Computer Science Engineering
Prist University
A.I.S.S.E & Intermediate - CBSE
M.G.M Higher Secondary School