Mehjabeen Khan
Frisco,TX
Summary
Dynamic Application Support Engineer with a proven track record at AgreeYa Solutions, excelling in technical troubleshooting and customer support. Recognized for enhancing application performance and strengthening client relationships through effective communication. Skilled in root cause identification and performance analysis, driving innovative solutions that significantly improved user satisfaction and operational efficiency. Methodical Application Support Engineer with in-depth understanding of application process optimization and performance evaluation. Offering 12+ years of technology industry expertise to enhance application development team.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Application Support Engineer
AgreeYa Solutions
06.2022 - Current
- a(Worked closely with developers to provide feedback on application designs based on user requirements.
- Addressed technical issues and guided end users through resolution.
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
- Supported software integration and implemented maintenance enhancements.
- Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
- Strengthened client relationships through effective communication and prompt resolution of concerns.
- Reduced downtime for clients by swiftly addressing and troubleshooting software defects and bugs (around 5~7 per day).
- Maintained up-to-date knowledge of industry trends, allowing for innovative strategies in application support engineering.
- Performed root cause analysis on recurring issues, implementing long-term resolutions to prevent recurrence.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
- Developed comprehensive documentation for various applications, facilitating seamless knowledge transfer among team members.
- Collaborated with stakeholders regarding project capabilities and limitations to deliver optimal functionality.
- Generated reports to track performance and analyze trends.
Data Analyst
Populus Group
12.2017 - 06.2022
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques for real time production issues (approximately 10~12 per day).
- Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
- Implemented robust control measures to improve analytical output reliability.
- Conducted comprehensive data analysis to support strategic planning, leading to more informed decision-making.
- Collaborated with IT to ensure data security measures were in place, safeguarding sensitive information.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Created data models to support decision-making processes.
- Created dashboards to monitor and track key performance indicators.
- Provided technical support for troubleshooting analytics and reporting issues.
- Generated standard and custom reports to provide insights into business performance.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Implemented business intelligence solutions to increase operational efficiency.
Application Support Analyst
Sri Software Solutions
04.2016 - 12.2017
- Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Optimized system performance through routine maintenance tasks such as database backups, log file reviews, and server health checks.
- Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
- Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
- Provided comprehensive training for users to ensure smooth adoption of new applications and features.
- Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Used ServiceNow to track, maintain and update trouble tickets.
- Participated in on-site requirements gathering sessions and translated client requirements to determine project scope.
- Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
Data Analyst
Sri Software Solutions
08.2015 - 03.2016
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Improved data visualization techniques, making insights more accessible to non-technical stakeholders.
- Enhanced team's analytical capabilities with training on latest data analysis tools and techniques.
- Leveraged advanced analytics to identify trends, enabling proactive business strategy adjustments.
- Enabled more personalized customer experiences by analyzing behavior patterns and preferences.
Data Analyst
Sri Software Solutions
11.2014 - 07.2015
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Developed custom algorithms to optimize data mining, increasing the effectiveness of analytical insights.
- Developed and maintained data pipelines for seamless flow of information, ensuring timely availability for decision-making.
- Collaborated with IT to ensure data security measures were in place, safeguarding sensitive information.
- Enabled more personalized customer experiences by analyzing behavior patterns and preferences (around 15~18 per day).
Production Support Analyst
Sri Software Solutions
03.2013 - 10.2014
- Managed change requests efficiently to minimize disruptions to ongoing production processes while maintaining high-quality standards.
- Developed comprehensive documentation to support knowledge transfer among team members, reducing reliance on specific individuals.
- Conferred with internal staff to deliver smooth functioning and minimal downtime of newly implemented systems and procedures.
- Contributed to successful project delivery by coordinating resources, managing deadlines, and aligning expectations among stakeholders.
- Reduced downtime with proactive monitoring, troubleshooting, and maintenance of production systems.
- Spearheaded the implementation of a robust incident management process, minimizing the impact of issues on business operations.
- Provided consultative assistance to technical staff and business unit clients by recommending and implementing solutions to business problems.
- Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues.
- Identified root causes of recurring problems to implement effective solutions.
- Used Confluence and ServiceNow to document internal procedures and monitor daily reports.
- Established strong relationships with vendors to secure timely support services when needed for critical issues resolution.
Intern
Faurecia Emissions Control Technologies
04.2012 - 08.2012
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Prepared project presentations and reports to assist senior staff.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
- Facilitated knowledge sharing by creating internal wiki for project guidelines.
- Assisted in improving product design with detailed user feedback analysis.
- Facilitated smoother communication channels by organizing regular team meetings.
- Contributed to project success by diligently performing literature reviews.
- Collected, arranged, and input information into database system.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Education
Bachelor of Science - Engineering
Khulna University of Engineering And Technology
Khulna, Bangladesh 12-2009
Skills
- Customer support
- Network configuration
- Technical troubleshooting
- Technical issue resolution
- Root cause identification
- Performance analysis
- System performance
- Disaster recovery
- Strong analytical mind
- Analytics
- Database configuration
- Teamwork
- Technical documentation writing
- Team collaboration
- Adaptability and flexibility
Certification
- Certified Data Professional (CDP)
- ServiceNow Certified System Administrator – ServiceNow.
Languages
English
Full Professional
Software
JIRA
ServiceNow
NewRelic
Splunk
Timeline
Application Support Engineer
AgreeYa Solutions
06.2022 - Current
Data Analyst
Populus Group
12.2017 - 06.2022
Application Support Analyst
Sri Software Solutions
04.2016 - 12.2017
Data Analyst
Sri Software Solutions
08.2015 - 03.2016
Data Analyst
Sri Software Solutions
11.2014 - 07.2015
Production Support Analyst
Sri Software Solutions
03.2013 - 10.2014
Intern
Faurecia Emissions Control Technologies
04.2012 - 08.2012
Bachelor of Science - Engineering
Khulna University of Engineering And Technology
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