Rehan Ballary

Diagnosed and resolved L2 level technical issues (Correcting/updating the database, Analysing API responses, Fixing XML file issues when importing, etc) related to Audit, Risk, and Compliance platform, ensuring seamless operation for clients. Created and maintained knowledge base articles, enhancing internal resources, and facilitating efficient issue resolution. Fostered cross-functional collaboration with R&D and product teams, facilitating streamlined communication and alignment on technical matters. Collaborated with customers to gather feedback on product usability and functionality, leveraging insights to drive continuous product improvements.

Managed critical system down issues, serving as SME for the in-region team, resulting in a reduction in client downtime. Trained and mentored interns and new hires to ensure a strong foundational understanding of ERP systems, enhancing team competency and performance. Participated in case studies to provide insights for the R&D team, contributing to the development of new functionality within the ERP system. Collaborated with customers to gather feedback on product usability and functionality, leveraging insights to inform product enhancements and improvements.

Diagnosed and resolved technical issues within ERP system operations (Updating\Correcting the database, Analysing API responses, querying database to generate customised reports, etc) meeting, and exceeding SLAs to ensure uninterrupted functionality. Leveraged Salesforce to comprehensively address customer inquiries, enhancing overall user satisfaction. Analysed diverse data sets on MS SQL Server to troubleshoot issues, employing a strategic approach to problem-solving. Played a pivotal role in bug identification and resolution, actively bridging the gap between customers and the R&D team to contribute to product development. Cultivated and sustained strong client relationships, collaborating seamlessly with international teams to deliver exceptional service and enhance overall customer experience. Authored comprehensive Knowledge Base articles, serving as valuable resources for both external customer support and internal purposes.