Summary
Overview
Work History
Education
Skills
Accreditations
Certification
Websites
Awards & Achievements
Timeline
Generic

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

Websites

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

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Inshaf Ibrahim