Farrukh Nasim Email & Phone Number

Sydney, New South Wales, Australia

iSAMS is a cloud-based school management information system (MIS) designed specifically for independent schools. Manages curriculum, timetables, assessments, reporting, admissions, student wellbeing, and financial data for the entire school. Connects with various third-party platforms for a more streamlined workflow. Provides portals and mobile apps for efficient communication between teachers, parents, and students.Duties Include:Diagnosing front & backend technical issues of MIS cloud application for clients worldwide. Providing support not limited to API, SSO, Sendgrid email server, 2FA, User Accounts, Security and Permissions, Granular access, SQL Server Reporting Services (SSRS) front-end issues. Applying DB patches using Joins in SQL Management Studio, Importing and exporting data to and from application, Creating user accounts for DB access with permissions.Diagnosing Errors through Debugging tools - Event Logs, SQL Profiler, IIS Logs and F12.Monitoring and testing issues on test application as well as collaborating with BA and Dev to raise bugs in the application. Accessing client applications (internationally) and providing resolutions remotely. Using Beyond Trust (Bombgar) to access servers for data updating and Raygun to track bugs. Collaborating with cross-functional teams (BA, Dev, CAM) to achieve organisational objectives. Recognising repetitive issues, trends and raising awareness with other team members to ensure learning and best practices are maintained. Ensuring tickets are kept up to date with progress on the Service Desk logging system within SLA. Continuously Updating knowledge base articles for application. Logging incidents to the relevant teams and alerting in the correct channels. Liaising with internal and external stakeholders to achieve business outcomes. Ensuring all incidents and requests are clearly and efficiently documented using the ticketing system - Zendesk.

Sydney, New South Wales, Australia

Resolved restaurant partners queries over the phone and via emails, provided support to our restaurant partners about the web-portal, educated partners on how to get good use of the portal, logged incident tickets about the portal to correct teams, Prioritised tickets according to the urgencies, worked with SME's and CI team to create system more efficient, Skills: Application Support · Web Portals · Call Logging · Restaurant Management · Restaurant Operations · Productivity Improvement · Business-to-Business (B2B) · Salesforce · Zendesk

Resolved customer queries and complaints daily via multi-channels on Zendesk and talkdesk. Effectively negotiated with customers and created win/win resolutions for both customers and business by using multitasking techniques and analytical skills. Proactively identified improvement opportunities within systems, processes and customer service interactions. Trained new team members and other fellow teams in how to use internal systems effectively, entering customer data and organizing customer interaction logs. Been part of pilot project programs along with the CI team and provided useful feedback. Achieved consistently number 1 ranking for providing FCR by memorizing company internal metrics.

Sydney, New South Wales, Australia

Provided Technical Support on MS Teams to NSW High School Teachers for their Professional Learning (virtually). Collaborated with facilitators to manage sessions in a fast-paced environment. Liaised between facilitators and attendees to ensure the process runs smoothly. Promptly posted messages in the main discussion room for instructions to follow. Provided technical support remotely to attendees on MS Teams. Monitored chat rooms and provided support if any issue arose. Assisted attendees in the correct chat rooms for their collaboration activities.

Supported all IT related Issues in a timely and professional manner, Maintained and updated software as required, Provided training to staff for new updates in software and created user guidelines, Produced various reports utilizing MS SQL server using queries and regularly backed up data, Accurately stored all the data in relevant software for compliance purposes, Liaised between business and technical personal to ensure strong understanding of processes and applications.

Maintained user account information including rights, security and system groups with Active Directory. Administered and supported Office 365 outlook and various other software. Monitored, measured and managed the quality of order creation, and service response time. Developed, implemented, monitored and measured customer service policies, processes and procedures that ensure consistent, efficient and high-quality internal and external customer experiences. Used Active directory to maintain information about the employees and the clients managing the staff and providing them training. Proven competency in brand creation and product launches

Bachelor Of Information Technology

Diploma In Software Development