Haroon Ahmed Khan
Lahore
Summary
Results-driven Product Support Engineer Team Lead with 3 years of professional experience at Systems Limited. Proven ability to manage support operations, lead teams, and drive process improvements. Adept at troubleshooting complex system issues, managing client relationships, and collaborating with DevOps to deliver critical solutions. Recognized for refurbishing a high-impact monitoring dashboard page that enhanced SLA compliance. A quick learner, highly adaptable, and committed to integrity and excellence in every role.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Product Support Engineer Team Lead & Consultant
Systems Limited
02.2022 - Current
- Led a team of 10 engineers, overseeing daily operations and escalations.
- Monitored and supported end-to-end system transactions (EDI, XML, JSON, flat files).
- Automated SFTP monitoring via batch scripting, streamlining checks across multiple paths and cutting manual effort by 25%.
- Configured alerts on Azure Cosmos DB to flag recurring issues, reducing repetitive manual reporting by 35%.
- Queried Azure Cosmos DB for issue analysis and root cause identification, accelerating data retrieval.
- Oversaw SFTP/FTPS and AS2 transmissions, ensuring 99.9% uptime and timely intervention on failures.
- Monitored D365 batch jobs; identified and reported failures, improving job completion rate by 15%.
- Analyzed server logs and MDN responses, collaborating with DevOps to resolve backend issues and enhance system reliability.
- Managed client communication across email and calls, achieving 100% SLA compliance for critical issues.
- Created and managed Jira tickets, ensuring fast and accurate resolution through cross-team collaboration.
- Refurbished SLA dashboards to highlight critical breaches, boosting visibility and reducing escalations by 65%.
- Authored and maintained SOPs via Confluence, ensuring consistency in support procedures and onboarding.
- Conducted technical training for team members, improving skill competency across the support team.
Brand Promoter
SIX B FOOD INDUSTRIES
02.2019 - 11.2019
- Increased sales by effectively communicating product benefits by 75%
Education
Bachelor of Science - Computer Science
Government College University
Lahore, Punjab, Pakistan11-2021
Skills
- Languages & Scripting
C#, NET, JavaScript, HTML, CSS, Batch Scripting
Azure Cosmos DB (querying, alert configuration) - Tools & Platforms
Microsoft Dynamics 365 (D365)
Azure (Cosmos DB, Alerts)
Jira (Ticketing & Workflow)
Confluence (Documentation)
AS2 Server/Azure Storage Accounts (Log Monitoring)
Custom SFTP Monitoring Scripts
Dashboard Customization & SLA Tracking
System Performance Monitoring & Alerts
- Soft Skills
Team Leadership & Coaching
Cross-functional Collaboration
Client Communication & Escalation Handling
SLA Compliance & Incident Management
Documentation & Process Optimization
Technical Training & Knowledge Sharing
Accomplishments
- Refurbished a dashboard using Visual Studio, C#, JavaScript, and Razor Page that significantly improved SLA monitoring.
- · Awarded “Star of the Quarter” for outstanding performance and leadership.Boosted system uptime and client satisfaction through proactive monitoring and fast incident resolution
Certification
Microsoft Azure Fundamentals (AZ-900)
Hobbies and Interests
- Passionate about music and singing
- Huge cricket fan
- Bike Rides
Projects Highlights
- Critical Monitoring Dashboard, Refurbished and optimized a high-priority dashboard to identify and escalate system issues based on SLA deadlines, reducing resolution time and increasing operational efficiency.
- DevOps Collaboration, Actively worked with DevOps teams to troubleshoot backend systems and suggest improvements for infrastructure stability and deployment.
Languages
English
Upper intermediate (B2)
Urdu
Advanced (C1)
Timeline
Product Support Engineer Team Lead & Consultant
Systems Limited
02.2022 - Current
Brand Promoter
SIX B FOOD INDUSTRIES
02.2019 - 11.2019
Bachelor of Science - Computer Science
Government College University
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