Zohaib Khan
Senior Technical Application Support Analyst – IT | FinTech | Banking Solutions
Karachi,SD
Summary
Experienced Senior Technical Application Support Analyst with expertise in core banking systems, SQL, Postman API testing, and Jira. Skilled in Agile methodologies and project management, with a strong track record in real-time data solutions for FinTech, banking, and oilfield environments. Proficient in troubleshooting and possessing excellent language skills for effective collaboration. Proven ability to resolve complex issues and deliver high-quality IT services.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
Work History
Technical Sr. Application Support Engineer
Codebase Technologies (Fintech)
11.2023 - Current
- Reduced support ticket volume through proactive identification of common issues and creation of relevant documentation for users and team members.
- Mentored junior support engineers to improve their technical skills and problem-solving abilities, fostering a strong support team environment.
- Created detailed technical documentation which facilitated quicker resolution of reported issues by fellow team members.
- Enhanced end-user experience by troubleshooting and resolving complex application issues in a timely manner.
- Collaborated with cross-functional teams to develop, test, and deploy new features and improvements to existing applications.
- Ensured optimal application functionality by coordinating with software development teams on bug fixes, patches, updates, and releases.
- Conducted regular reviews of customer feedback and implemented targeted improvements to enhance overall satisfaction levels.
- Managed high-priority incidents with effective communication between stakeholders to minimize impact on business operations.
- Learned and shared knowledge of new technologies to support technically challenging projects and assume various responsibilities.
Technical Support/ Network Engineer (L-1)
First Abu Dhabi Bank
01.2020 - 12.2022
- Ask users targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Visit Data center to take the Tape backup, Firewall up gradation Switch up gradation
Technical Client Representative (Team Lead)
Saudi Aramco
12.2013 - 01.2018
- Maintains and Implements of Local area network (LAN) between Rig site and Aramco Petrolink or different drilling companies
- Maintained detailed records of client interactions, facilitating seamless handovers during employee transitions.
- Managed a diverse portfolio of clients, maintaining a high level of professionalism at all times.
- Played an active role in negotiations between clients and internal departments, leading to mutually beneficial agreements.
- Conducted regular check-ins with clients to ensure satisfaction and proactively address potential issues.
- Elevated customer experience by offering tailored support based on individual preferences and feedback analysis.
- Liaised closely between technical teams and stakeholders ensuring smooth delivery across projects.
- Coordinated with cross-functional teams to resolve complex client issues swiftly, ensuring minimal disruption to services.
Help Desk Agent
ACES
08.2012 - 01.2013
- Troubleshoot MS operating system driver installation
- Configure outlook mail service
- Update antivirus
- Join client site to ADDS
- Advanced telecom and electronic system
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
Call Centre agent
ITech solution
04.2011 - 01.2012
- Company Overview: networking Contracting Company
- Responsible for customer care
- Receive calls and solve their query
- Promote our company
- Make business for the company
- Networking Contracting Company
Education
Online Diploma - Project Management
Agile Project Management (HP)
Online 01.2024 - 07.2024
Bachelor of Science - Telecommunications
Preston Institute of Management Science And Techno
Karachi, SD 01.2012 - 07.2012
F.Sc -
Pakistan International School Riyadh
Riyadh 01.2006 - 01.2008
Matriculation -
Pakistan International School Riyadh
Riyadh 01.2006 - 05.2010
Certificate - IT
ITIL (Information Technology Infrastructure Librar
CISCO (Online) 01.2014 - 07.2014
Certificate - Networking (IP Telephones)
CCNA Voice
CISCO (ONLINE) 01.2012 - 01.2013
Skills
Core Banking: Expertise in supporting and managing core banking systems for international and local banks
SQL: Intermediate proficiency in writing, optimizing queries, data retrieval, and troubleshooting
Jira: Advanced skills in issue tracking and project management using Jira
Incident management
Hardware diagnostics
Network configuration
Customer support
Timeline
Online Diploma - Project Management
Agile Project Management (HP)
01.2024 - 07.2024
Technical Sr. Application Support Engineer
Codebase Technologies (Fintech)
11.2023 - Current
Technical Support/ Network Engineer (L-1)
First Abu Dhabi Bank
01.2020 - 12.2022
Certificate - IT
ITIL (Information Technology Infrastructure Librar
01.2014 - 07.2014
Technical Client Representative (Team Lead)
Saudi Aramco
12.2013 - 01.2018
Help Desk Agent
ACES
08.2012 - 01.2013
Bachelor of Science - Telecommunications
Preston Institute of Management Science And Techno
01.2012 - 07.2012
Certificate - Networking (IP Telephones)
CCNA Voice
01.2012 - 01.2013
Call Centre agent
ITech solution
04.2011 - 01.2012
Matriculation -
Pakistan International School Riyadh
01.2006 - 05.2010
F.Sc -
Pakistan International School Riyadh
01.2006 - 01.2008
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