Umer Farooq

IT professional with 8+ years of continuous experience in IT Operations, Technical Support, Help Desk, and Application Support across banking, fintech, government, and enterprise environments. Experienced in monitoring production systems, troubleshooting Windows and Linux/Unix servers, supporting enterprise applications, managing the full incident lifecycle, and ensuring SLA compliance in 24/7 environments. Skilled in ServiceNow, Jira, SQL and Oracle databases, VMware virtualization, IIS, and system monitoring tools including Zabbix, Splunk, and Elastic Stack.

Strong track record coordinating disaster recovery, managing IT assets, and working with vendors to keep infrastructure reliable. Currently seeking opportunities in IT Support, Technical Support, IT Operations, or Application Support.

IT Infrastructure & Application Support Analyst (L1) - APP In Snap

(2022-01)

24/7 Enterprise Infrastructure & Application Support

• Manage and maintain Windows Server and Linux/Unix systems, enterprise applications, and network services across a 24/7 production environment.
• Monitor system availability, performance metrics, and infrastructure health via Zabbix and Elasticsearch dashboards; proactively resolve anomalies before service impact.
• Enforce cybersecurity compliance — implement access controls, respond to security alerts, and coordinate with teams on policy adherence and endpoint protection.
• Perform routine system health checks, batch job monitoring, patch cycle support, and backup validation across production infrastructure.
• Manage disaster recovery procedures: validate backup integrity, document recovery runbooks, and execute DR tests in coordination with infrastructure teams.
• Coordinate with IT vendors and service providers for procurement, escalations, and maintenance of hardware/software assets.
• Manage full IT asset lifecycle — maintain asset registers, license records, and configuration documentation.
• Lead incident lifecycle from detection through RCA closure using ServiceNow; ensure SLA compliance on all P1–P4 incidents.
• Prepare daily/weekly operational reports and IT status summaries for management and cross-functional stakeholders.
• Maintain and update IT runbooks, SOPs, knowledge base articles, and system configuration records.

IT Help Desk Support Engineer - JS Bank / Zindigi (Fintech)

(2020-01 - 2022-12)

Banking & Fintech Application Support

• Delivered L1 technical support for banking applications, payment systems, user access, and operational incidents in a regulated fintech environment.
• Monitored system performance dashboards; identified and escalated service disruptions for lending platforms and core banking applications.
• Managed service requests and incidents in Jira — ensured timely closure within agreed SLAs with clear escalation documentation.
• Supported user access management — onboarding, offboarding, and access control aligned with security policies.
• Assisted in vendor coordination and procurement activities for IT equipment and software licensing.

IT Help Desk Support Engineer - CDNS (Government)

(2018-01 - 2020-12)

Enterprise End-User & Infrastructure Support

• Provided first-level IT support for networking, software, OS faults, and system access across the organization.
• Troubleshot hardware, application, and connectivity issues; resolved or escalated with structured documentation.
• Maintained detailed incident logs, asset records, and knowledge base articles to ensure consistent resolution.

Bachelor of Science - Computer Science - Preston University, Pakistan (2020-12)