LEAD TECHNICAL SUPPORT ENGINEER
ALTHEQA GATE GENERAL TRADING WLL COMAPANY
Total years of experience :8 years, 7 Months
Software Testing/Support:
* Gathering of Business Requirement from Bank and Analysis of bank backend API’s with their
requirement.
* Providing the software Architect design by creation of flow chart for the individual services to be
developed.
* Testing and confirmation of all the API’s provided from bank in bank environment.
* Analysis of Bank API’s Specification documents then share and advice only the specified
requirement for the development.
* Completion of testing with multiple test cases and deployment of software in production after
successive UAT sign off.
* Update of any minor configurations on Database level if required.
* Preparation and submission of Statement of work (SOW) for the new projects.
Cash Deposit Machines:
* Implementation and support of CDM for corporate customers through application software with
core Banking in NBB
* Implementation and support of CDM for retail and public customers with switch based
transaction in NBB.
* Worked on project to outline and design workflow for the new features of debit and credit /SME
card based deposits on CDM.
* Worked on gathering customer feedback of CDM and redesign of workflow to enhancing the
features in support with IT team.
* Listing of test cases and completion of UAT sign off in pre-Production on Bank with the concern
team.
* Full cycle test of software with CDM in pre-production/Development environment.
VTM/STM (Virtual Teller Machine/Smart Teller Machines):
* Worked on project support for VTM(virtual Teller Machine), STM (Smart Teller Machines)
integrated both with core banking (Self services/Bill Payment) and switch (ATM Transactions)
* Worked on both hardware and software support for the first and second level maintenance both in
on-site/Remote.
* Worked with VTM/STM in support for the self service transactions like card printing, Check
Book Printing, Iban letter printing and Statement Printing.
* Expertise support for all kind of banking products like GRG CDM’s, ATM’s and Kiosk’s and
OEM modules like Evolis Card Printer, Rototype Cheque Book Printer, Ribao Coin Machines
and MA cash counting machines etc.
Basic Job Roles:
* Project management for different clients with their problems and queries are rectified in a timely
manner as per the SLA.
* Project coordination with banks for their upcoming new projects and scheduling it accordingly by
communicating with concern team.
* Investigation and Reconciliation of cases for abnormal transactions and providing with
RCA(Root Cause Analysis).
* Providing support to clients through email, calls and chats to solve their needs effectively.
* Maintaining the tickets for the services provided to the clients within the respective time.
* Supervision and sharing the ideologies to the teammates to achieve their work in an efficient way.
* Maintaining the proper reports and providing the clients with the presentation of monthly
performance as per their needs.
* Handling and resolving the higher level support for clients.
* Software/Hardware support in IT and Banking devices. Research and development, configuration
management, End user training, Software testing and deployment
First/Second level support/maintenance for GRG banking products and their monitoring
software packages .
* Identifies areas of Breakdown & took steps to resolve through support and
troubleshooting tools.
* Conduct Troubleshooting & remote configuration, in case of downtime.
* Monitoring the status of each clients need at regular interval and resolving it before the
customer enquiry.
* Provided online support to customer on 24/7 basis.
* Investigation & Analyses of Logs for the reconciliation of cases arises by clients.
* Project coordination with clients to provide their needs are escalated and rectified with
concern team to meet the SLA.
* Worked onsite in UAE for the implementation and maintaining of new projects.
Study of new modules and testing it with experiments in lab.
* Interpretation of experiment results and analysis with software.
ACADEMIC PROJECTS:
* Main Project titled on “Finite Element Analysis of Clip-On shelves and its validation
through experiments” at Godrej Storage Solutions, Chennai.
* Completed Design Project titled on “Design of Cable stayed pedestrian Bridge”
,