Summary
Overview
Work History
Education
Skills
Details
Story
Personal Information
References
Timeline
Generic

Abdul Derie

Hallam,Australia

Summary

Experienced EDI Application Support Analyst with a keen eye for detail and a strong analytical mindset. Proficient in troubleshooting, maintaining, and optimizing EDI systems to ensure seamless data exchange. Skilled in handling technical issues promptly and effectively to minimize downtime and maintain high system availability. Adept at developing and executing test plans to validate EDI mappings and configurations. Strong problem-solving skills with the ability to diagnose and resolve complex issues efficiently. Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and external stakeholders. Committed to continuous learning and staying updated on emerging trends and technologies.

Overview

16
16
years of professional experience

Work History

Application Support Analyst

Sps Commerce Inc
07.2021 - 12.2023
  • Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
  • Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
  • Provided support for web- and client-based applications.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
  • Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
  • Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
  • Provided comprehensive training for users to ensure smooth adoption of new applications and features.
  • Streamlined support processes for improved end-user experience and reduced resolution times.
  • Developed diagrams to describe and lay out logical operational steps.
  • Communicated and explained business requirements to team members to understand and implement functional demands.

Technical Business Administrator

Harmony Homecare Specialist
02.2017 - 01.2021
  • Technical business administration support assisting in daily IT operational needs
  • Working with potential software vendors assisting in functional requirement requests
  • Data collation and gathering of raw data for new software upgrades
  • Assisting in various stages of software development cycle
  • Working with various pre/post sales vendors and assisting in implementation process
  • Assisting in Technical documentation and user stories
  • Technical diagrams such as Business Process Notation, ERD diagrams, Use cases.

Insurance Consultant

Suncorp
06.2014 - 12.2015
  • Responsible for the investigation, fair and timely resolution of complaints and service issues received direct from customers by phone and/or written channels
  • Actively participate in mediation and conciliation of complaints and dispute cases
  • Identify and escalate any suspected systemic issues
  • Build relationships within internal and external stakeholders
  • Timely follow-ups and work effectively with the relevant business units to obtain required account information within agreed time frames
  • Ensuring that all communication and record keeping is recorded in the complaint management system
  • Underwriting new business/endorsements using underwriting guidelines and delegated authority.

Banking Team Member

ANZ
04.2013 - 06.2014
  • Providing exceptional customer service and manage issues for customers in accordance with the service centre processes, procedures and goals
  • Opening account for new customers and engaging in a customer first conversations
  • Delivering high class customer service and build customer satisfaction and loyalty
  • Providing effective and timely resolution of a range of customer inquiries
  • Striving for one-call resolution of customer issues.

Customer Service

Call Active (Energy Australia)
02.2012 - 03.2013
  • High volume call centre taking inbound call from Energy Australia customers regarding current and new services.

Customer Service Officer

Pci Pty Ltd (Telstra)
01.2008 - 01.2012
  • Call centre environment working on behalf of Telstra as a customer service officer.

Education

Bachelor Of Business Information Systems -

Royal Melbourne Institute of Technology
Melbourne, Victoria
12.2020

Diploma of Logistics -

Royal Melbourne Institute of Technology
Melbourne, Victoria
12.2016

Skills

  • Troubleshooting
  • Testing
  • Log Analysis
  • Training documentation development
  • Technical Documentation
  • ITIL Framework
  • Customer-facing presentation skills
  • Excellent verbal and written communication
  • Use Cases
  • User Stories
  • Basic SQL
  • Microsoft Visio
  • Lucid Charts
  • Creative Problem Solving
  • Critical Thinking
  • Microsoft Office
  • Ability to Multitask
  • Ability to Work in Teams
  • Customer Service
  • Fast Learner
  • Adaptability

Details

Hallam, Melbourne, Victoria, 3803, Australia

Story

As a recent graduate of a Bachelor of Business Information Systems, and equipped with extensive experience in customer service, portfolio/client-based support, business administration from a technical capacity and Insurance consultancy, I believe i have the right mix of soft and technical skills that match your requirements. Early during my career, I have had the pleasure to be employed by some of the most recognisable organisations in the Finance, Energy and Telecommunications sectors. These were, Suncorp, ANZ, Telstra and Energy Australia. In mostly varied roles, my involvements were predominately in, but not limited to, customer service, client support, portfolio management, stakeholder management and Insurance consultancy. Although I did appreciate my varied and different roles, in 2015, I decided to pivot my career towards the Information and Communication Technology industry. I took the initiative to up skill myself by enrolling into a Diploma of Logistics followed by a Bachelor of Business Information Systems. I have successfully completed both programs, in 2016 and in 2020, respectively. I am currently employed by Harmony HCS on a part-time basis as Technical Business Administrator. I have been in this role for the past three years while completing my Degree. Harmony Home Care Specialist is a family owned NDIS provider who has grown exponentially over the last few years. During that time i had the pleasure of experiencing many different software upgrades, working alongside implementation consultants and liaising with experienced business analyst. It is an exciting time to be Information Systems graduate, also, enrolling as a mature age student coming from a business background paved the way for an even more appreciation for the ICT industry. I developed a strong passion for technology over the last few years and I am currently in search of a role in that respect. In summary, I believe this opportunity is a role that I could potentially excel in, giving the right opportunity and guidance. I am always eager to learn new skills and acclimatise to an ever-changing environment. Thank you for considering my application. Kind regards, Abdul Derie

Personal Information

  • Place of Birth: Australia
  • Title: Aspiring Business Analyst
  • Date of Birth: 04/15/90

References

References available upon request

Timeline

Application Support Analyst

Sps Commerce Inc
07.2021 - 12.2023

Technical Business Administrator

Harmony Homecare Specialist
02.2017 - 01.2021

Insurance Consultant

Suncorp
06.2014 - 12.2015

Banking Team Member

ANZ
04.2013 - 06.2014

Customer Service

Call Active (Energy Australia)
02.2012 - 03.2013

Customer Service Officer

Pci Pty Ltd (Telstra)
01.2008 - 01.2012

Bachelor Of Business Information Systems -

Royal Melbourne Institute of Technology

Diploma of Logistics -

Royal Melbourne Institute of Technology

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