Inshaf Ibrahim
Broadmeadows
Summary
Detail-oriented Application Support Analyst with over 5 years of experience in customer-facing technical support, specializing in troubleshooting complex technical issues and delivering effective solutions. Expertise in problem-solving is complemented by a strong commitment to enhancing user experience and maintaining system efficiency. Proven ability to collaborate with cross-functional teams to drive continuous improvement initiatives and ensure high levels of customer satisfaction. A proactive approach to identifying challenges and implementing strategic solutions positions this professional as a valuable asset in any technical support environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Application Support Analyst
MYOB Australia
03.2022 - Current
- Expertise in Cloud-based Accounting, Payroll and HR SaaS software solutions application support for high-end partners, cooperate, clients, accounting consultants, and SME clients across Australia & New Zealand.
- Provide L2 technical support to clients over the call, email, live chat and ticketing system.
- Collaborated with cross-functional teams to enhance application performance and user experience.
- Troubleshoot and resolve application bugs, performance issues, and system outages.
- Experience in problem solving, change, QA testing and release management.
- Possessing specialist knowledge of operating systems, devices, applications, and software.
- Application installation, updates, and maintenance management.
- Incident response management and replicate the issues and test the different features and services.
- Identifying detailed root cause analysis and escalating to the development team.
- Familiarity with log management tools Nagios & SumoLogic.
- Utilize SQL scripting skills to troubleshoot database-related problems and perform data validation.
- Hands-on experience in data migration from legacy products to cloud platforms and fixing data issues.
- Provide comprehensive support and triaging the tickets queue via ServiceNow, Salesforce, and HubSpot ticketing systems, ensuring timely resolution of user inquiries and technical issues.
- Acknowledging clients and troubleshooting the issues according to the SLA time frame.
- Identifying customer needs & requirements and maintaining the customer CSAT rate.
- Document and maintain knowledge base articles for common issues and solutions through Confluence.
- Actively participated in system implementation projects, contributing to the deployment of new applications and features by collaborating with stakeholders to gather requirements and ensure alignment of business objectives.
- Familiarity with Microsoft platform Azure DevOps tools, Azure pipeline, Azure cloud storage and Microsoft 365.
- Provided technical support for MYOB software, ensuring timely resolution of customer inquiries.
- Conducted root cause analysis to identify recurring issues, implementing preventive measures to reduce downtime.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
Application Support Executive
John Keels IT
11.2017 - 01.2020
- Provide technical support for Cloud-based solutions products CRM systems such Airline Departure control system, Hospitality solutions, POS & ERP solutions products etc.
- Possessing specialist knowledge of operating systems, devices, applications, and software.
- Manage & monitor all installed systems and Infrastructure.
- Providing technical support L2 to clients by supporting 24/7 onsite /offsite.
- Knowledge in XML, HTML & HTTP web services technologies.
- Managing ticketed query system and ensuring a comprehensive database of queries and resolutions is kept up to date and SLA management.
- Maintained service desk management and ITIL practice framework.
- Maintaining and updating technical documents and procedures.
- Identifying and resolving technical issues.
- Experience in system implementations, API integration with 3rd party vendors and providing training for clients and management team.
- Conduct training for clients.
Customer Service Associate
First Source Dialog Solutions
10.2013 - 12.2014
- Company Overview: Leading Telecommunication Provider in South Asia and Sri Lanka.
- Responding to all customer inquiries and requests.
- Securing the financial information having a complete Database Backup.
- Handled Calls and Solving Customer Issues over the call and E-mails.
- Handled inbound and Outbound Calls.
- Identifying customer needs & requirements, building up a good relationship bond.
- Preparing monthly report and achieving KPI targets.
- Leading Telecommunication Provider in South Asia and Sri Lanka.
- Customer resolution management and handled club vision and VVIP customers.
Education
Bachelor's - Information technology - Specialized in Network & Security
Melbourne Polytechnic
01.2022
Pearson Higher National Diploma - Computing & System Development
E-Soft Campus
01.2019
Skills
- Microsoft 365
- SharePoint
- CRM management
- Microsoft Azure
- Oracle
- MySQL
- ServiceNow
- Salesforce
- Root cause analysis
- Resolving issues
- Communication
- Critical Thinking
- Teamwork
- Stakeholder Management
- Problem-solving
- Relationship building
- Adaptability
- ITIL framework
Accreditations
- Australian Computer Society
- Pearson Body HND UK
Certification
- Microsoft 365 Certified: Fundamentals
- LinkedIn learning certification-AWS Cloud Practitioner & Azure Fundamentals
Awards & Achievements
- Nominated and awarded All-star employee of the month.
- Certified & participator in Customer service skills workshop
- I was recognized as the assistant team lead position at John Keels IT.
Timeline
Application Support Analyst
MYOB Australia
03.2022 - Current
Application Support Executive
John Keels IT
11.2017 - 01.2020
Customer Service Associate
First Source Dialog Solutions
10.2013 - 12.2014
Pearson Higher National Diploma - Computing & System Development
E-Soft Campus
Bachelor's - Information technology - Specialized in Network & Security
Melbourne Polytechnic