Adnan Saeed Email & Phone Number

Sydney, New South Wales, Australia

Enhanced Customer Satisfaction & Technical Issue Resolution➡️ Analysed, diagnosed, and resolved various technical and functional issues.➡️ Minimised customer impact during critical incidents by coordinating with teams to ensure timely resolution.➡️ Provided proactive support by identifying potential issues and implementing preventative measures.Improved Software Quality & Bug Resolution➡️ Replicated bugs, analysed developer console and logs, and evaluated database data for backend issues and front-end errors.➡️ Used SQL for database investigations and cleared cache to address front-end errors.➡️ Fixed email functionality problems caused by unrelated database settings and participated in major software upgrades, including rolling back a database to address a release crash.Resolved Complex Accounting Changes for Customers➡️ Led data deletion and recovery, addressing persistent data syncing issues.➡️ Diagnosed and resolved transactional data syncing issues with accounting files such as Xero, MYOB and QBO.➡️ Synced irregular data to customer accounting files, ensuring data integrity despite persistent client issues.Ensured Efficient Case Management➡️ Documented and escalated software bugs to the development team with information for prompt resolution.➡️ Developed documentation, including numerous troubleshooting guides, FAQs, and knowledge base articles.Fostered Team Collaboration➡️ Assisted onshore and offshore teams while facilitating training programs.➡️ Served as the primary contact for locating, replicating, and escalating bugs, providing resolution suggestions.➡️ Mentored 6-8 new hires, acting as a senior colleague and the main technical point of contact.

Sydney, New South Wales, Australia

Supply Chain and Data Management➡️Conducted data mining using UiPath to update data weekly for a client in the beverage industry.➡️Guaranteed accurate price comparisons across national and international markets.Requirements Gathering and Documentation➡️Gathered and documented functional business requirements through analysis of business processes.➡️Worked with the dev team and business analysts to define technical/non-functional business requirements.➡️Documented exceptions, business rules, and process flow by creating detailed flowcharts and diagrams.

Sydney, Australia

Enhanced Support Efficiency ➡️Responded to an average of 15-25 daily technical assistance requests via in-person, phone, and email.➡️Ensured balanced and efficient management of all communication channels. Prioritised and triaged requests to maintain timely responses.Maintained Accurate Inventory of Hardware and Software Resources➡️Managed ~5K to 7K hardware/software resources through an automated inventory management system.➡️Conducted regular audits to maintain inventory accuracy, ensuring efficient resource allocation.➡️Implemented improvements to the inventory management process, enhancing reporting capabilities.Increased Proficiency of Support Staff➡️Resolved technical issues, such as software crashes, connectivity problems, and hardware malfunctions.➡️Escalated only 20-30% of complex issues to L2 support, demonstrating strong technical knowledge.➡️Trained and guided junior support staff, reducing overall times and improving team capabilities.Exceeded Client Expectations➡️Adhered to service desk compliance procedures, maintaining high standards of service and support.➡️Maintained a 95% SLA compliance rate, consistently meeting response and resolution time expectations.➡️Achieved KPIs consistently, contributing to overall service desk performance and user satisfaction.

Sydney, Australia

Sydney, Australia

•Developed automated data scraping processes and integrated them with existing projects.•Tested and maintained quality for RPA project processes.•Monitored and reported changes post-implementation, ensuring project specifications were met.•Performed daily tasks and reported to the Director on a weekly basis.

Mit, Ict Business Analysis

Activities and Societies: Big Data Analytics and Cloud Computing (Thesis) Objective: To propose a unique model that will address security.

Professional Year Certification, Information Technology

Key Subjects: Australian Business Culture, Accelerating Interview Success, Australian Workplace Skills and Professional Business.

Bachelor'S Degree, Electronics Engineering

⚫ Final Year Project: Automated toll plaza collection using RFID and monitoring system using GSM module