RIFAZ RAZICK, Senior System Support Engineer

About

Having 8 years of experience in System Administrate and Customer Support User Support and Training: Provide user support and training to HR staff and end-users on the functionality and usage of the Oracle HR application. This involves troubleshooting issues, answering user inquiries, and providing guidance on system navigation and processes. Implemented system upgrades, patches, and enhancements, ensuring seamless integration and improved system performance. All customer inquiries should be followed up on, and customers should be directed to the appropriate department if more information is needed. With all customers, a high professional rapport is built and maintained. Maintain up-to-date knowledge of all departments, the network, products, and services to guarantee that customers are always provided with accurate information with confidence. Collaborate with cross-functional teams, including system administrators, network engineers, and developers, to design and implement server solutions tailored to customer requirements. System Maintenance and Upgrades: Perform regular system maintenance activities, including applying patches, updates, and bug fixes. Coordinate with technical teams to plan and execute system upgrades, ensuring minimal disruption to HR operations

Experience

Technoleaf IT Solutiona

Jan 2023 – Present

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Senior System Support Engineer

• Assists the user in diagnosing, resolving, and documenting hardware and software problems timely and accurate. • Performs on-site analysis, diagnosis, and resolution of complex computer problems for a variety of end users and recommends and implements corrective hardware and software solutions, including off-site repairs • Maintain up-to-date knowledge of all departments, the network, products, and services to guarantee that customers are always provided with accurate information with confidence. • Configures and installs personal computer software packages, software upgrades, PC Support, Operating System upgrades, and maintenance. • Support and maintenance of various software applications within an organization. This involves troubleshooting, resolving technical issues, and providing timely support to customers. • Providing regular reports on system performance and identifying opportunities for improvement. • Leading a team of support staff in the maintenance and support of enterprise application. • Work closely with other IT teams, vendors, and stakeholders to identify, troubleshoot, and resolve application issue. With all customers, a high professional rapport is built and maintained. • Developed and maintained strong relationships with key stakeholders, facilitating effective communication and collaboration to address user/ customer needs and align support services with business objectives. • Managed a team of skilled application support analysts, responsible for providing 24/7 support for mission- critical software applications used by multiple departments. • Implemented and enforced incident and problem management processes, reducing the average resolution time by 20% and improving overall service levels. • Provide a high level of customer service and professionalism. • Successfully implemented a knowledge management system, creating a comprehensive knowledge base and enabling the team to provide faster and more accurate support.

YouCloud DMCC

Jan 2021 – Jan 2023

Dubai

Senior System Support Engineer

• Project Management ERP System (Warehouse Management, Purchasing Module, Sales Modules, Accounts Modules) • Working with senior management (Business meeting, introducing new technologies) • Training the system for new customers and a high professional rapport is built with them. • Provide technical support and troubleshooting for a wide range of IT systems, including servers, networks, and software applications, ensuring minimal downtime and optimal system performance. • Collaborate with cross-functional teams to design and implement system upgrades, migrations, and infrastructure enhancements, resulting in increased efficiency and scalability. • Coordinate with vendors and external service providers to resolve hardware and software issues, ensuring adherence to service level agreements. • Develop and maintain system documentation, including standard operating procedures and configuration guides, to facilitate knowledge sharing and ensure consistent support practices.

Education

London Metropolitan University

Mar 2013 – Sep 2016

Beng, Software Engineering

RIFAZ RAZICK

Senior System Support Engineer

Skills

Languages