Senior Support Engineer

• Jun 2021 - Present

Tier 2 Support Engineer

• Dec 2019 - Jun 2021

In the technical support team at MST Global, I play a key role as an escalation point between engineering and Tier 1 support teams. My duties include but not limited to: - Develop and maintain the Bash scripts to automate monitoring tasks. - Assist engineering team in replicating an issue and act as liaison between customer and engineering team. - Java application management, checking various logs, fine tune the memory allocations, research on the error messages, modify the existing supporting java application to facilitate the mainstream products. - Participate in stand up meetings with the engineering and support teams. - Monitor and troubleshoot the issues with Postgres sql server. Fine tuning of the db server to ensure smooth operations. - Help field engineers with onsite tasks and projects like troubleshooting network infrastructure issues, upgrade firmware on network devices, IP address migrations, make suggestions to ensure the robust software operations. - Provision and maintain virtual machines on local networks. - Research and provide suggestions to improve existing software architecture. - Troubleshoot, fix and customise the standard reports designed in Business Intelligence Report Tool (BIRT). - Create and maintain the Salesforce cases owned by me. Suggest improvements to the Salesforce Service Cloud and work with Salesforce team to implement the improvements. Technology exposure: - Ubuntu, VMWare, Postgres, Apache, Tomcat, OpenNMS, Apache Karaf, Freeswitch (SIP), Java application development and maintenance. - Network routers, Access points, switches, tracking tags.

Support Analyst

• Jan 2017 - Dec 2019

Application Support Duties: Working in Pronto Woven, a division of Pronto Software, to facilitate resolution of various issues arising after implementations of various online digital solutions – Avenue, Mobile Sales and CRM, Mobile Service – offered by Pronto Woven. Constantly communicating with the customers to develop deep understanding of the issues, compiling the data required to reproduce the issue in test environment and then liaising with stakeholders to provide resolution of the issues. Identify the business process improvement opportunities from the logged issues. Conducting workshops with the stakeholders to discover and implement the identified business process improvements. End to end implementation of identified business process changes by documenting the business process requirements. Communicating them to the development team and assisting the stakeholders to see through the implementation to success. DevOps Duties: Helping the team members with DevOps tasks related to the web applications hosted on servers provided by the Pronto Cloud and on the AWS servers. The tasks include but not limited to : -Provisioning, maintaining and troubleshooting servers on AWS and on Pronto Cloud according to the specifications. Running the standard configuration scripts, troubleshooting any issues and get them ready for the production team for further web application setup. -Troubleshooting Ruby / Rails scripts that perform various automated tasks to maintain the deployment infrastructure. -Acquiring, Installing, configuring and maintaining the SSL certificates for the test and live clients’ websites. -Maintenance of infrastructure and application monitoring tools e.g. Nagios, Zabbix. -Provide advice to team members on server resources required for various web applications. Key technologies included, Ruby on rails, Python, Linux, Microsoft Windows Server, Avenue and its mobile variants, Jira and Confluence, VMware, Citrix, AWS and Pronto Cloud.

Senior ERP Helpdesk Specialist

• Dec 2015 - Dec 2016

This is an Application support role for the Infor ERP LN software which mainly acts as an empowering tool for all the companies under the Questas Corporate umbrella. The group of companies provides sales and service for hydraulic pumps, motors and accessories, engines and spare parts. Infor ERP LN is used by the company to facilitate business operations that include but not limited to supply chain management, purchasing, warehousing, sales orders, service orders, manufacturing operations.As an Infor ERP LN application support specialist, my duties are:Assisting the management by analysing the user complaints and suggesting new improvements in business processes and workflows. I have been an integral part of a few projects that include upgrading and migrating the ERP LN Server to Windows 2012, assisted during the migration of two companies from Arrow ERP and SAP to Infor ERP LN. My role was mainly to assist the users in open orders entry and analysing post migration improvements.Analysis, design, implementation and maintenance of document formats using Formtrap formatting software. Helping with text stream modifications and implementation of new documents requirements by the business. Analysis, design, implementation and maintenance of various business intelligence (BI) reports related to sales, purchase, inventory flow and call centre calls. The reporting software used for BI is Cyberquery by Cyberscience. Extraction of BI information from the main database to excel and preparing the data using power tools.Troubleshooting and answering the customer queries and problems. Analysing the more complex issues and liaising with high support level experts for the solution. Performing regular tasks like monitoring the batch processes for invoices, data collection and reports. Maintaining the SOPs.User management in ERP LN, Unix Server and managing their profiles and modules assigned to them.Creation, configuration and assignment of security roles and modules.

ERP Helpdesk Specialist

• Jul 2011 - Nov 2015

This is an Application support role for the Infor ERP LN software which mainly acts as an empowering tool for all the companies under the Questas Corporate umbrella. The group of companies provides sales and service for hydraulic pumps, motors and accessories, engines and spare parts. Infor ERP LN is used by the company to facilitate business operations that include but not limited to supply chain management, purchasing, warehousing, sales orders, service orders, manufacturing operations.As an Infor ERP LN application support specialist, my duties are:Assisting the management by analysing the user complaints and suggesting new improvements in business processes and workflows. I have been an integral part of a few projects that include upgrading and migrating the ERP LN Server to Windows 2012, assisted during the migration of two companies from Arrow ERP and SAP to Infor ERP LN. My role was mainly to assist the users in open orders entry and analysing post migration improvements.Analysis, design, implementation and maintenance of document formats using Formtrap formatting software. Helping with text stream modifications and implementation of new documents requirements by the business. Analysis, design, implementation and maintenance of various business intelligence (BI) reports related to sales, purchase, inventory flow and call centre calls. The reporting software used for BI is Cyberquery by Cyberscience. Extraction of BI information from the main database to excel and preparing the data using power tools.Troubleshooting and answering the customer queries and problems. Analysing the more complex issues and liaising with high support level experts for the solution. Performing regular tasks like monitoring the batch processes for invoices, data collection and reports. Maintaining the SOPs.User management in ERP LN, Unix Server and managing their profiles and modules assigned to them.Creation, configuration and assignment of security roles and modules.

Helpdesk Analyst

• Aug 2009 - Jun 2011

Serving in the IT department as system administrator, I occasionally serve as a 1st level support executive for the ERP software used by the client. In this contract based position, my day to day activities and responsibilities include but not limited to: Handle day to day queries and support requests related to various Windows and Linux servers utilised by more than 200 users. The tasks include, monitoring of servers through logs, updating servers, manage permissions and access to users, troubleshooting issues. Provide 1st level support for INFOR ERP VISUAL. Provide support in logistics, Sales, Purchase and Manufacturing Modules of ERP. Troubleshooting the issue via phone, email and by doing WebeX. Investigation and resolution of issues and problems. Monitoring and maintenance of the AutoSys batch streams and their results. Application administration, users’ creation/deletion and defining users’ branch specific access. Prepare reports using BI tool Crystal Reporting and Excel. Designing SQL queries and formatting reports for sales figures and customer inquiries. Underlying database was MS SQL server. Creating work instructions for end users in Microsoft Word.

IT Project Officer

• May 2009 - Jul 2009

Project management and development role mainly focused on analysis, design, implementation and support of websites powered by the Wordpress CMS. Technical experience gained during position was installation of wordpress platform, customization of the platform according the clients' requirement. Furthermore, installation, customisation and configuration of 30+ plugins on the websites as per requirements and demand. Liased between customers and graphic designer to deliver the best look and feel according to the customers and project requirements.

Web Developer

• Feb 2007 - May 2009

This off-shore ongoing role involved working on various research and web development projects. This company provides support and services for open source software. I worked on feasibility of a product called Hylafax and Avantfax. The idea was to install, configure and customize it to provide free fax services to end-users. I studied the product, tested it on my own test server using Centos Linux Server, Apache, PHP with MySQL on the backend. Apart from that, I helped in installation and configuration of a few websites using Drupal CMS. The work was task oriented which involved customization of modules and tweaking the backend to suit the customers’ needs. Following are the sample websites that I worked on during this role: http://www.smartdaycares.com http://www.intdex.com

System/Network Manager

• Jul 2003 - Dec 2004

One of the founders of the company who were responsible for the company setup. Introduced the company by delivering seminars on open source technologies at various places including University of Peshawar, Ministry of information technology, Pakistan and textile industry in Faisalabad. Conducting research on developing new products for company on the basis of available open source software. Successfully designed and introduced a product called iiNet, high speed internet on LAN for household users. Part time role to manage the clients’ Linux/Sun servers as well as network of the company. Mainly worked on setup and implementation of open source software including, various linux distributions, @mail, Jaber chat server, webERP etc.

System/Network Adminsitrator

• Jul 2003 - Aug 2004

Company formerly known as Trivor Software Consultants. Full-time role to manage and administer Windows servers including Windows 2000 Active Directory, DNS, IIS, Exchange Server, Group Policies, MS Sql Server and checkpoint firewall. Troubleshooting and administration of above 150 windows workstations used for development and testing teams in company Successfully written and implemented quality management procedures to fulfill ISO-9000 standards in the IT department. Company formerly known as Trivor Software Consultants. Full-time role to manage and administer Windows servers including Windows 2000 Active Directory, DNS, IIS, Exchange Server, Group Policies, MS Sql Server and checkpoint firewall. Troubleshooting and administration of above 150 windows workstations used for development and testing teams in company Successfully written and implemented quality management procedures to fulfill ISO-9000 standards in the IT department.

High Performance Computing Cluster Setup

• Mar 2003 - Jun 2003

Research based project to set-up a high performance computing for taking part in high-energy physics experiment being carried out at CERN Labs in Geneva. The cluster was set up using CERN Linux 7.3. Research was conducted to install and configure the production tools, Job scheduling tools and job monitoring tools. Research based project to set-up a high performance computing for taking part in high-energy physics experiment being carried out at CERN Labs in Geneva. The cluster was set up using CERN Linux 7.3. Research was conducted to install and configure the production tools, Job scheduling tools and job monitoring tools.

Linux System Administrator

• Sep 2002 - Feb 2003

Setup and configuration of Redhat 8.0 Network in University Linux lab including server configuration of Squid, Apache, NIS, NFS and integrating the Linux network with existing Windows NT4.0 network. Setup and configuration of Redhat 8.0 Network in University Linux lab including server configuration of Squid, Apache, NIS, NFS and integrating the Linux network with existing Windows NT4.0 network.