Experience

InfoPOS Software

• Canada
• Information Technology & Services
• 1 - 100 Employee

• Application Support Lead

  • Aug 2018 - Present

  • Developing, coordinating, and promoting the effective functioning of issue management activities across the support team• Leading and prioritizing the Support team’s workload• Making recommendation to the Product Owner of proactive changes to be made to the application in order to reduce support• Contributing to the planning of application/infrastructure releases and configuration changes• Designing appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis• Monitoring SLA’s and overdue issues and tasks

• Application Support Analyst

  • Feb 2018 - Aug 2018

  • Managed cases, issues, requests and enhancements using Freshdesk• Provided customer training when requested • Ensured that Customer Software is fully operational, and any service loss is restored in an efficient manner• Ensured that solution and support documentation is maintained to the highest quality and accuracy• Contributed to the Quality Assurance process on the new releases• Reported issues to the Quality Assurance Officer & subsequently logged in JIRA



TD

• Canada
• Banking
• 700 & Above Employee

• IT Support Analyst

  • Nov 2016 - Jun 2017

  -Assisted in management of multiple SIT/BAT environments-Supported Business users and provided effective and timely communications to the business partners-Assisted the Developers, QA and BA teams with additional functionality to new or existing systems-Defined, documented and maintained operational documents-Ensured timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution-Devoted attention to detail while maintaining the big picture perspective of the project and the business



System Group | همكاران سيستم

• Iran
• Software Development
• 700 & Above Employee

• Application Support Analyst

  • Aug 2014 - Jun 2016

  • Provided 24/7 remote and on-call application support for over 250 customers using ticketing systems; Recognized for providing excellent support at System Group Company in 2015• Contributed in training and orienting of other staff on new applications and prepared monthly reports of training sessions for top managers• Provided technical back up for a team of 12 while installing, configuring and updating soft wares and hard wares including scanners, printers and faxes• Achieved consistent #1 or #2 ranking in monthly metrics, including call duration and number of calls per shift• Launched user feedback survey based on input from Help Desk Institute to gauge customer satisfaction and support Continuous Improvement• Traveled throughout country to provide advice and training to users in response to identified application difficulties; Wrote 36 user manuals for end users



System Group | همكاران سيستم

• Iran
• Software Development
• 700 & Above Employee

• Help Desk Technician

  • Mar 2008 - Jun 2014

  • Provided database access for over 100 concurrent users by adding their logins, creating roles, granting privileges, unlocking accounts, and resetting passwords• Set up workstations and laptops for new employees; configured systems, ensured network connectivity and troubleshot hardware and software problems• Created a testing environment to verify the effectiveness of new changes and processes.• Wrote over 120 test plans to check and verify performance in different situations that would lead to increased customer satisfaction rates• Worked independently on weekends and holidays providing sole support for international operations• Assisted team members and provided training and assistance when needed that created a positive and productive atmosphere



Tamin (ICT & Management Consultancy)

• Iran
• IT Services and IT Consulting
• 300 - 400 Employee

• Helpdesk Technician

  • 2007 - 2008

  -Provided support for all Information Technology products and services including answeringquestions, troubleshooting problems, teaching or instructing customers regarding software or hardwarefunctionality, and communicating policy. -Recorded required customer and problem information in Customer Service Manager Software. Updated tickets with appropriate journal entries of activities, and closed tickets with resolution entered upon completion of the job. -Verified that suggested solutions effectively resolve the users' problems through verbal or email follow up. -Worked on Help Desk related projects as assigned by supervisor.