Profile

Over * Years of Experience in Information Technology across Configuration Management, Production Support, Quality Assurance. Application Support Supervisor/ Specialist in testing for Cards/ Payment projects across Banking/ Financial domain.

Technology Enthusiastic, vibrant/ versatile person focused on achieving set objectives. Efficient and able to prioritize. I thrive on challenges and have successfully implemented diverse tasks sensibly/ dynamically. A fast firm learner, proficient at working both on own initiative seeks work in an integrated IT environment as Application Support Consultant. I am experienced/ highly competent working within UNIX/ IMB/ Windows OS environments.

Specialties

Leadership/ Supervision, Desk-side support, Systems Analysis, Technical Writing, Ticket system, Project Management, Customer Service, Escalations, Managed Services, Application Support, Customer Training, Patch Deployment, System Upgradation, Software Development Life Cycle

Professional Accomplishment

Managed/ supervised a team of 5 supporting UCBL Banks ATM system

Analyzed projects/ systems in a complex technical environment

Utilized strong leadership, interpersonal/ communications skills to drive team to maximum productivity while still maintaining high team morale

Managed the flow of service tickets/ acted as the point person for escalated issues

Build Trainers to train over 600 employees on products, service/ policies/ procedures

By implementing an automated backup system I have saved 1095 hours annually for the organization which also improved the efficiency of the task

Always instilled a commitment to customer service in each employee

Oversaw team meetings/ set out short/ long term goals for the team

Using ticketing systems (Remedy, Service Manager) to log all calls/ manage workflow

Establishing, maintaining/ nurturing client relationships

Set appointment/ dispatched technicians to complete assignments

Made outbound calls to customers to follow-up with work performed/ make sure expectations/ specifications were met

Maintained a documented average of 98% accuracy in all service calls/ jobs performed

Performed testing on hardware/ software such as ATM transaction flow, settlement etc.

Provided remote support to 140 Branches for their Day to day Application support software/ ATM machines

Escalated or involved other resources as required to ensure customer’s issues were resolved in the appropriate amount of time

Support a Microsoft domain based environments with more than 500 workstation

Set up/ configured applications in desktops/ laptops for new employees; deployed new hardware/software/ added systems across networks

Works on new ATM installation, Troubleshooting/ maintenance of ATM Hardware & Software

Breadth of Knowledge

Hardware: Sun T3-1, Sun T4-2, SUN DAT 72, Thales 8000, Thales 9000, IBM X3650 M4, IBM P740, IBM P720, IBM P720, IBM X3850 X5, IBM X3650 M3, Sun X4150

IBM X3650 M4, IBM X347, IBM X3650 M4, IBM TS3200, Dell Optiplex 330, Dell Optiplex 380, Dell Optiplex 390, Dell Optiplex 3010, Dell Optiplex 360, Wincore Procash 1500, Wincore Procash 280, NCR Selfserve 22

Operating System: Solaris 10, Solaris 11, RedHat 6.3, RedHat 7, AIX 7.1, Windows X, Windows Server 2003, Windows Server 2008

Software (read source code): C, C++, java, Matlab, scripting, .net, xml, perl, SQL

Database: SQL Server 2008, Oracle 10g, Oracle 11g R2, DB2 V-9.7.7

Applications: Cardpro, TranzWare, iSwitch, icard,inet, Edit package 3.1, Edit Package 4, Card Factory, Bugzero, Jira, Procash, NDC, FIMI

Networking: Active Directory, VPN, VMware, Virtual Box TeamViewer, Remote Administrator, VNC

Professional Experience

Application Support Supervisor Jan ’15 – Jun ‘15

United Commercial Bank Limited, Dhaka, Bangladesh

Accomplished End of Day process for card management software both Debit/ Credit

Track/ diagnose production/ development issues

Conduct testing of switch related support

Assist with the scope/ design of new features, products, interfaces/ technology

Share responsibility for all external transaction switching gateways

Query databases such as DB2

Participate in troubleshooting/ solutions development

Accurately document instances of software failure/ repair/ installation

Support development/ implementation of new enterprise software packages

Work with Business Systems Analysts to evaluate/ recommend software products

Work with end users to identify/ deliver required software service levels

Liaise with third-party vendors for both hardware/ software support

Develop/ maintain in-depth knowledge of Debit/ Credit card switching software applications products in order to support customers

Ensure proper escalation occurs for unresolved issues to ensure the maximum up time of the system

Application Support Administrator Jan ’12 – Dec ‘14

United Commercial Bank Limited, Dhaka, Bangladesh

Worked as Application Administration of ATM switching system, ATM Gateway, Card Management System

Provided resolution on Debit/ Credit Card Dispute

Corresponded with different banks regarding Dispute resolution/ Card Capture issue

Arranged training for Branch People on ATM Replenishment/ fast level maintenance issues

Monitored system logs/ activity on all servers/ devices

Supervised the works of other personnel of Channel Management System team

Application Support Analyst Jun ‘09 – Dec ‘11

United Commercial Bank Limited, Dhaka, Bangladesh

Fulfilled 24/7 Roster Duty

Monitored & troubleshoot different services of ATM Switching System

Worked on new ATM Installation, Troubleshooting/ maintenance of ATM Hardware & Software

Accomplished UAT on Card Management System both debit/ credit

Coordinated with network team & vendors for network links related issues

Provided effective/ timely resolution of customer enquiries

Monitored ATM/POS transactions for On-Us/ Not-On-Us Network

Provided support on ATM Debit Card PIN production

Served as a Help Desk consultant

Performed daily backup of Switch/CMS/ ATM Gateway

Information Technology Consultant Jun ‘07 – Jun ‘09

Thermax Group, Dhaka, Bangladesh

Excelled on Design, configuration/ maintenance of LAN for Thermax Group

Cpanel configuration/ Maintenance

Worked on Internal network Design, monitoring & manage

Configured outlook express for each user/ ensuring backup of the mails

System Support & Hardware trouble shooting

Education

M.Sc. Computer Science

American International University – Bangladesh

B.Sc. (Honors) Computer Engineering

American International University – Bangladesh

Educational Highlights

RHCSA: Red Hat Certified System Administrator (RHEL7)

Red Hat System Administration I (RH124)

Red Hat System Administration II (RH134)

Red Hat System Administration III (RH254)

Oracle Workforce Development Program

Oracle Database 10g: Introduction to SQL

Oracle Database 10g: Administration Workshop I Release 2

Oracle Database 10g: Administration Workshop II Release 2

Cisco Networking Academy Program

CCNA1 Networking Basics

CCNA2 Router/ Routing Basics

CCNA3 Switching Basics & Intermediate Routing

CCNA4 WAN Technology

Pinecrest - Queensway Employment Service

Excellence in Customer Service Training

Contact this candidate