Asad Ali

Senior DMS & Capture Application Support Engineer with 12+ years of experience supporting enterprise Document Management, Document Capture and business applications in production and UAT environments. Hands-on experience with ArcMate EDMS and ArcMate Capture, providing L2/L3 support, server/client installation and configuration, document capture and indexing troubleshooting, application services, database investigation, change and enhancement requests, integrations, end-user collaboration and training. Strong technical background in Oracle SQL/PL-SQL, Microsoft SQL Server, Windows Server, IIS, Microsoft 365 and ITSM.

Experienced in coordinating with IT Infrastructure, Network, Database, Security, Backend Development and Integration teams to resolve incidents and deliver application changes.

Senior Application Support Engineer – DMS / Capture at NVSSoft (Present)

• Install, configure and maintain DMS and Capture applications on application servers and client workstations.
• Perform server-side and client-side installation, configuration, upgrades, patches and application setup.
• Configure DMS/Capture components, document types, indexing fields, capture profiles, barcode/QR-code recognition, scanning parameters and processing settings.
• Provide on-site L2/L3 technical support to end users and business teams.
• Collaborate directly with end users to understand business requirements, investigate issues and provide appropriate technical solutions.
• Troubleshoot and resolve DMS and Capture application errors, service failures, document-processing issues, indexing problems and client-side issues.
• Investigate application logs, Windows Event Viewer, database records and system configurations to identify root causes.
• Troubleshoot barcode/QR-code recognition, automatic indexing, document separation and capture-zone issues, including A4 and A3 document processing.
• Support document type configuration, indexing fields, predefined values, file titles, document metadata, upload, retrieval and versioning.
• Conduct end-user training on DMS and Capture applications, including scanning, capture, indexing, metadata entry, document retrieval and workflow processing.
• Prepare and deliver user training sessions, demonstrations and knowledge-transfer sessions for new and existing users.
• Develop user guides, training materials, quick-reference guides and troubleshooting instructions.
• Provide post-training support and assist users with new DMS/Capture features, enhancements and workflows.
• Handle Change Requests related to DMS/Capture configuration, upgrades, new functionality and production changes.
• Analyze Enhancement Requests from business users and communicate requirements to backend/development teams for technical assessment and implementation.
• Coordinate with backend/application development teams for defect resolution, enhancements, patches, fixes and new functionality.
• Coordinate with IT Infrastructure, Network, Database, Security and Integration teams to resolve cross-platform and infrastructure-related issues.
• Work closely with integration teams to troubleshoot application interfaces, APIs, database connectivity and data exchange issues.
• Coordinate server, network, firewall and port-opening requirements with relevant IT and Network teams.
• Support connectivity between DMS/Capture servers, client machines, databases and integrated systems.
• Participate in application deployments, UAT, Production implementation, upgrades and post-deployment validation.
• Perform end-to-end testing after configuration changes, fixes, enhancements and releases.
• Manage incidents, service requests, change requests and enhancement requests through ITSM while maintaining SLA requirements.
• Use Oracle SQL and PL/SQL to investigate application and database-related incidents and validate document, metadata and transaction information.
• Support Oracle and Microsoft SQL Server environments from an application-support perspective.
• Coordinate database backup and restore activities and Production-to-UAT database copy/replication activities with DBA teams.
• Troubleshoot application connectivity, Windows services, IIS, HTTP/HTTPS, SSL/TLS, TCP/IP and network communication issues.
• Use Test-NetConnection and other diagnostic tools for application/server/network connectivity troubleshooting.
• Review application logs and Windows Event Viewer to identify and resolve production issues.
• Provide hands-on technical support at customer sites and collaborate with business users during incidents, testing and implementation activities.
• Coordinate with IT, Network, Database, Security, Backend Development and Integration teams for end-to-end incident resolution.
• Support go-live activities, upgrades, UAT and production implementation with post-deployment validation.
• Prepare incident reports, RCA documents, implementation plans, configuration records and technical support documentation.

Bachelor of Commerce in Commerce – University of the Punjab