IT Application & Technical Support Specialist

Tausif Bilal Attar

Nashik, Maharashtra, India *****.******.****@*****.*** Mob:721-***-****

SUMMARY

Application & Technical Support Specialist with 13+ years of IT industry experience across Application Support, Technical Support, Desktop Engineering, Production Support, IT Operations, and Genesys/Dialer environments. Currently associated with Tata Consultancy Services (TCS) since 2017, with prior experience at Aress Software and Educational Technologies. Experienced in troubleshooting enterprise applications, resolving technical and user issues, supporting production environments, monitoring business applications, managing incidents, and coordinating with cross-functional technical teams.

Strong expertise in application troubleshooting, incident investigation, user support, production support, POS application support, Genesys/Dialer support, software troubleshooting, and technical documentation. Known for strong analytical and problem-solving abilities, clear communication, customer-focused support, and the ability to work effectively in enterprise and remote IT environments. EDUCATION

Graduate — Computer Science

EXPERIENCE

Application Support / Technical Support / IT Operations 2017 – Present TATA CONSULTANCY SERVICES (TCS)

• Provide application and technical support for enterprise IT environments and business-critical applications.

• Troubleshoot application, system, desktop, software, and user-related technical issues.

• Support production environments and help maintain stable and reliable application operations.

• Investigate incidents, identify potential causes, and work toward timely resolution to minimize business impact.

• Analyze application issues and coordinate with relevant technical and support teams for resolution.

• Provide technical assistance to users, customers, and business stakeholders.

• Monitor application operations and identify issues requiring investigation, escalation, or corrective action.

• Support structured incident and problem-resolution processes.

• Communicate effectively with users, stakeholders, and technical teams throughout the issue-resolution lifecycle.

• Perform proactive troubleshooting to improve application stability and operational reliability.

• Provide support for Genesys/Dialer-related operations and technical issues where applicable.

• Assist in identifying recurring technical issues and coordinating appropriate resolution activities.

• Maintain a customer-focused approach while handling application and technical support requirements. Technical Support / IT Support 2012 – 2017

ARESS SOFTWARE AND EDUCATIONAL TECHNOLOGIES

• Provided technical and application support to users and customers.

• Diagnosed and resolved software, desktop, and application-related issues.

• Assisted users with technical problems, application queries, and day-to-day support requirements.

• Performed troubleshooting and issue analysis to identify appropriate solutions.

• Supported software testing and validation activities.

• Coordinated with internal technical teams to escalate and resolve complex issues.

• Maintained clear and professional communication with customers while handling support requests.

• Assisted with day-to-day IT support and technical operations.

• Contributed to effective issue resolution through systematic troubleshooting and analysis. TECHNICAL SKILLS

Application Support & Troubleshooting

Technical & Remote Support

Production Support

Desktop Engineering & Support

IT Help Desk Support

POS Application Support

Genesys / Dialer Support

Application Monitoring

Incident Management

Problem Investigation

Root Cause Analysis

Software Troubleshooting

User & Customer Support

Software Testing & Validation

Technical Documentation

Knowledge Base Development

Stakeholder Communication

Issue Escalation & Coordination

Enterprise IT Operations

CERTIFICATIONS

Software Testing — NIIT

C++ — NIIT

Java — NIIT

Green Belt Certification

GENESYS / DIALER SUPPORT EXPERIENCE

- Genesys/Dialer operational support - Dialer-related troubleshooting and issue investigation - Call-center technology support - Application and production support - Operational monitoring - Technical issue diagnosis and resolution - Coordination with technical teams - User and application support - Incident investigation and escalation TECHNICAL SUPPORT SERVICES

Application Support: Application monitoring, troubleshooting, incident resolution, user support, production support, and application issue investigation.

Technical Support: Remote troubleshooting, software support, desktop support, user assistance, issue diagnosis, and technical problem resolution.

POS Application Support: POS application troubleshooting, issue investigation, user support, and coordination with technical teams.

Genesys / Dialer Support: Genesys/Dialer troubleshooting, operational support, application monitoring, incident investigation, and technical assistance.

Technical Documentation: IT documentation, troubleshooting guides, knowledge-base articles, application documentation, and technical content.

PROFESSIONAL STRENGTHS

- 13+ years of IT industry experience - Strong troubleshooting and analytical abilities - Enterprise application support experience - Customer-focused approach - Excellent problem-solving skills - Effective communication with technical and non-technical users - Ability to work independently and in remote environments - Experience supporting business- critical applications - Adaptability to different client environments and support requirements - Reliable and detail- oriented approach to issue resolution

LANGUAGES

English Hindi Marathi

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