IT OPERATIONS & SUPPORT ENGINEER
EMIRATES AIRLINES, DUBAI, UAE
- Spearheaded the resolution of complex customer issues, significantly elevating service quality and driving a marked improvement in customer satisfaction for both internal and external stakeholders.
- Utilized ServiceNow ITSM tool to document, track, and escalate tickets, ensuring timely resolutions and adherence to SLAs.
- Ensured rigorous adherence to industry best practices and company policies, leading to enhanced audit compliance and bolstering the overall reliability of IT operations.
- Collaborated with Level 2 teams to escalate complex issues and provide accurate root cause analysis., resulting in reduced downtime and a notable enhancement in operational efficiency.
- Delivered exceptional customer service by addressing guest inquiries and ensuring timely resolution of issues regarding itineraries, ticketing, and flight changes.
- Experience with ServiceNow for managing support requests, java application servers and windows server, troubleshooting interface.
- Strengthened client retention and trust by delivering clear, proactive communication and swiftly resolving technical issues, thereby fostering stronger, long-term relationships.
- Orchestrated the resolution of unresolved and recurring faults by effectively coordinating with application vendors and IT service providers (both internal and external, including SITA, DCA, and ARINC), ensuring continuous improvements and minimizing service disruptions.
- Managed challenging situations with professionalism, de-escalating conflicts and providing clear solutions in high-stress scenarios.
BUSINESS ANALYST
AUTOM8 TECHNOLOGY FZCO, DUBAI, UAE
- Creation of interactive dashboards using Power BI, to track performance metrics to forecast and assist in decision making process.
- Developed comprehensive project roadmaps by translating client needs into actionable milestones, utilizing advanced information technology.
- Led research initiatives with the Data Management team, enhancing data collection processes and increasing data suitability for analysis.
- Generated and optimized large, complex data extracts using SQL query, improving data validation, enabling Analytical Leads to perform detailed analyses with a 30% boost in accuracy and efficiency.
- Collaborative approach towards cross-functional teams, internal departments, and third-party agencies to ensure seamless report generation, documentation, testing, and technical delivery, achieving a 98% on-time delivery rate.
OUTSOURCE PAYROLL CARD PROCESSOR
COMMERCIAL BANK OF DUBAI, DUBAI, UAE
- Maintained precise records and ensured the timely execution of all necessary documentation, reducing processing errors.
- Enhanced team productivity through effective workload management, prioritizing tasks via CRM, and providing support to team members.
- Adapted swiftly to new processes and guidelines, maintaining consistently high productivity levels and time management during transitions. Ability to manage multiple tasks within scope.
- Respond to client incoming communications via, email or incidents regarding account creation, account transactions.
- Authored detailed reports and technical documentation in compliance with internal controls and industry regulatory requirements.
- Streamlined communication between processing and customer service departments, improving service delivery and reducing errors.
