Bilal Raza

• Served as a Tier 2 escalation point in a fast-paced fin-tech environment, resolving 90%+ of escalated API and platform-related issues independently.

• Optimized the technical onboarding journey for clients, reducing onboarding time by 25% through process improvements and enhanced documentation.

• Reduced average TTR (Time to Resolution) by 20% via thorough root cause analysis, collaboration with engineering teams, and implementation of permanent fixes.

• Maintained 98% SLA adherence on high-priority tickets, ensuring consistent service quality.

• Acted as a bridge between technical teams and client-facing functions, enabling 99.5% platform uptime and smooth client integrations.

• Achieved a CSAT (Customer Satisfaction Score) of 95%+ through proactive communication and effective resolution strategies.

• Enhanced API troubleshooting, integration flow optimization, and service reliability, building a strong foundation for future leadership in support engineering.

• Worked in the healthcare sector, transitioning from prior fintech experience, and adapted to new regulatory and technical environments within 1 month.

• Implemented parsers for incoming HL7 files from hospital EHRs/Epics after analyzing use cases and data structures, achieving 100% parser deployment accuracy during first-time implementation.

• Performed production feed analysis to identify potential issues prior to go-live, reducing pre-go-live defects by 30%.

• Provided post go-live technical support maintaining 98% SLA adherence.

• Used GITHUB for configuration review and deploying parser updates.

• Executed EHR DSL queries to extract and analyse data fragments and segments.

• Conducted Postgres SQL operations for database management.

• Utilized Elastic Search to retrieve required data from parsed files, decreasing search time by 40%.

• Employed Webservices APIs for data updates and bulk operations.

• Used Microsoft Excel for filtering, updating, and analyzing data for debugging purposes.

• Maintained HIPAA compliance in all operations with zero audit findings.

• Consistently delivered a CSAT (Customer Satisfaction Score) of 95%+ through timely and accurate technical resolutions.

• Progressed from Associate to Senior Support Engineer within 4 years through consistent high performance and technical expertise in my first role in fintech environment.

• Acted as one of the early contributors in the Credit Cohort, providing technical support to US, Canada, and Mexico clients.

• Handled Severity 1 production issues with an average TTR (Time to Resolution) of
• Delivered client onboarding, training, and certifications, achieving 100% go-live success rate with zero critical post-launch defects.

• Provided support and helped deploy and maintain modules including Credit Card Statements, 3DS & VBV (OTP confirmation for transactions), OLTP transactions, Digital Wallets, Mray, Hierarchical and Stakeholder structures, Alerts & Letters, and Fraud parameter setups—all in line with client business cases.

• Provided post go-live technical support maintaining CSAT scores above 94% through timely and effective resolutions.

• Worked extensively with SQL (Informix) for database operations, Linux for log analysis and extraction, and Webservices APIs (XML/JSON) for integrations and troubleshooting.

• Contributed to process documentation and knowledge sharing, reducing new hire onboarding time by 30%.

• Managed client communication and ticket handling through OTRS and Jira, reducing average ticket backlog by 20% through proactive follow-ups.

• Used Microsoft Excel/LibreOffice for reporting, data analysis, and internal communication, improving data processing efficiency.