Ausaf Sharif
@ausafsharif
I lead application support teams and keep contact center and cloud systems running smoothly.
PakistanWhat I'm looking for
I'm currently a Principal Application Support Engineer (Manager) at ibex, leading application support for contact center systems.
At ibex, I've overseen deployments, configurations, and application launches while improving support processes through new tools and side projects.
I investigate recurring production issues through root cause analysis, put preventive measures in place, and connect technical teams, operations, and clients to resolve problems quickly.
Across more than five years in IT and software support, I've built experience in SaaS support, help desk management, data extraction, cloud tools, automation, knowledge bases, and training junior team members.
Experience
Work history, roles, and key accomplishments
Currently serving as Principal Application Support Engineer (Manager) at ibex, overseeing contact center systems and support operations.
● Supervising and training junior team members, fostering skill development and knowledge sharing to improve overall team performance.
● Leading side projects focused on improving support processes and implementing new tools, enhancing service quality and efficiency.
● Handling new application launches by overseeing deployments, managing configurations, and ensuring seamless integration with exist
● Provided L2 and L1 support for in-house, external, and Cloud-based applications across ibex, ensuring seamless operation and minimal downtime.
● Delivered 24x7 operational support for all ibex Applications, including troubleshooting, configuration, and access management.
● Acquired knowledge of applications developed by ibex Tech, acted as a liaison to facilitate L3 support by coordinating with
Worked as Help Desk Support Specialist at Silverdale.
Worked as Information Technology Engineer at Infaxis.
IT Support Specialist (Internship)
Mar 2017 - Sep 2017 (6 months)
Worked as IT Support Specialist (Internship) at Lahore University of Management Sciences.
Worked as Summer Intern at Information Technology University.
Education
Degrees, certifications, and relevant coursework
National University of Sciences and Technology (NUST)
Master of Science, Computer Science
2020 - 2022
Pursued a Master of Science in Computer Science, focusing on advanced topics in computer science.
National University of Sciences and Technology (NUST)
Master of Science in Computer Science, Computer Science
2020 - 2022
COMSATS University Islamabad
Bachelor of Science, Computer Science
2012 - 2016
Completed a Bachelor of Science in Computer Science, building a strong foundation in computing principles.
COMSATS University Islamabad
Bachelor of Science in Computer Science, Computer Science
2012 - 2016
Availability
Location
PakistanAuthorized to work in
Salary expectations
Job categories
Skills
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