Summary
Overview
Work History
Education
Skills
Passions
Certification
Timeline
Generic
SHAHZAIB SHAMS

SHAHZAIB SHAMS

Senior Application Support Analyst
Sukkur,SD

Summary

Experienced and highly skilled Application Support Executive with over 6 years of IT industry experience. Proven track record of providing exceptional technical support and troubleshooting for various software applications. Recognized for quickly identifying and resolving complex issues, resulting in a significant increase in customer satisfaction. Possess excellent communication and problem-solving skills, able to work efficiently under pressure. Biggest achievement includes implementing a new Health Management Information System, showcasing strong attention to detail and a passion for continuous learning to excel in any challenging environment.

Overview

7
7
years of professional experience
1
1
Certification
2
2
Languages

Work History

Senior Application Support Analyst

The Indus Hospital & Health Network
Karachi, SD
11.2024 - Current
  • Reduced downtime for critical applications through proactive monitoring and timely troubleshooting.
  • Spearheaded automation initiatives, streamlining repetitive tasks for increased productivity among the support team.
  • Oversaw the successful deployment of numerous software releases, ensuring seamless integration with existing systems.
  • Mentored junior team members on technical concepts and best practices, contributing to their professional development within the organization.
  • Evaluated potential software enhancements by conducting thorough testing and analysis before implementation into production environments.
  • Led regular reviews of internal processes and procedures, recommending improvements where necessary for optimal support delivery.
  • Managed incident response efforts, ensuring rapid resolution of issues and minimal impact on business operations.
  • Streamlined support processes, resulting in faster resolution times and improved customer satisfaction.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Accommodated delivery challenges specific to SaaS delivery environment
  • Translated client requirements into configuration requirements.
  • Provided expert advice to colleagues on best practices for application support, fostering a culture of continuous improvement.
  • Collaborated with cross-functional teams to implement necessary updates and optimize system efficiency.
  • Established strong working relationships with stakeholders at all levels of the organization through effective communication and collaboration.
  • Delivered exceptional customer service by responding promptly to inquiries and offering thorough solutions tailored to individual needs.
  • Enhanced application performance by identifying and resolving complex technical issues.
  • Demonstrated unwavering commitment to maintaining the highest standards of quality and service, resulting in consistently outstanding feedback from both internal and external customers.
  • Acted as the primary point of contact for escalated issues, taking ownership until resolution was achieved.
  • Conducted root cause analysis on recurring issues, implementing preventative measures to reduce future occurrences.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
  • Offered input for complex documents to support client-ready final versions.
  • Re-engineered existing computer systems to promote ease-of-use and improve system security.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Maintained strong knowledge of third-party risk management within vertical industry.
  • Installed, configured and provided ongoing configuration management for [Number] custom applications.
  • Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
  • Participated in on-site requirements gathering sessions and translated client requirements to determine project scope.
  • Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
  • Conducted and supported implementation delivery with client and internal departments.
  • Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Contributed valuable insights during planning sessions aimed at refining application development strategies and roadmaps.
  • Championed end-user training programs, empowering users with the skills needed to effectively utilize applications in their daily tasks.
  • Maintained up-to-date knowledge of industry trends and developments, applying this expertise to enhance application performance and user experience.
  • Demonstrated advanced knowledge of software delivery lifecycle and varied delivery methodology.
  • Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
  • Participated in on-site requirements gathering sessions.

Application Support Analyst

The Indus Hospital & Health Network
Karachi, SD
11.2022 - 11.2024
  • Streamlined support processes for improved end-user experience and reduced resolution times.
  • Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
  • Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
  • Advised project teams on best practices for application support, contributing to the success of numerous projects and implementations.
  • Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
  • Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
  • Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
  • Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
  • Contributed to application testing efforts, identifying defects and collaborating with developers on fixes prior to release.
  • Implemented effective change management processes to minimize disruption during software updates or migrations.
  • Optimized system performance through routine maintenance tasks such as database backups, log file reviews, and server health checks.
  • Evaluated vendor-provided solutions against business requirements ensuring optimal product selection based on functionality fitment.
  • Reduced downtime by implementing robust monitoring tools that identified potential problems before they became critical.
  • Enhanced application performance by identifying and resolving technical issues in a timely manner.
  • Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
  • Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
  • Assisted in the development of user guides and knowledge base articles for increased self-service capabilities.
  • Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
  • Provided comprehensive training for users to ensure smooth adoption of new applications and features.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Accommodated delivery challenges specific to SaaS delivery environment
  • Translated client requirements into configuration requirements.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
  • Offered input for complex documents to support client-ready final versions.
  • Re-engineered existing computer systems to promote ease-of-use and improve system security.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
  • Participated in on-site requirements gathering sessions and translated client requirements to determine project scope.
  • Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
  • Demonstrated advanced knowledge of software delivery lifecycle and varied delivery methodology.
  • Participated in on-site requirements gathering sessions.
  • Conducted and supported implementation delivery with client and internal departments.
  • Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.

IT Service Desk Executive

The Indus Hospital & Health Network
Karachi, SD
03.2018 - 11.2022
  • Identify and diagnose issues and problems.
  • Categorize and record reported queries and provide solutions.
  • Support problem identification.
  • Advise users on appropriate course of action.
  • Monitor issues from start to resolution.
  • Escalate, if needed, unresolved problems to a higher level of support.
  • Provide essential online security advice and support.
  • Receives and handles requests for service, following agreed procedures.
  • Promptly allocates calls as appropriate.
  • Logs incidents and service requests and maintains relevant records.
  • Identifies and classifies incident types and service interruptions.
  • Records incidents cataloging them by symptom and resolution.
  • Acts under guidance to record and track reliability data for your services.
  • Create Health Management Information System access IDs and provide menu rights.

Education

Master of Science - Computer Science

Ilma University
Karachi, SD

Bachelor of Science - Computer Science

Ilma University
Karachi, SD

Skills

Software Support

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Passions

  • New Technologies
  • Mentoring

Certification

POWER BI

Timeline

POWER BI

07-2025

Senior Application Support Analyst

The Indus Hospital & Health Network
11.2024 - Current

Application Support Analyst

The Indus Hospital & Health Network
11.2022 - 11.2024

IT Service Desk Executive

The Indus Hospital & Health Network
03.2018 - 11.2022

Master of Science - Computer Science

Ilma University

Bachelor of Science - Computer Science

Ilma University

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SHAHZAIB SHAMSSenior Application Support Analyst