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Kashif Ameer

@kashifameer

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Senior technical support specialist driving reliable enterprise operations.

India

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What I'm looking for

I seek a role providing enterprise application support and deployment ownership, opportunities to improve processes, work with cloud (GCP), and collaborate cross-functionally while maintaining high customer satisfaction.

I am a Senior Technical Support Specialist with eight years of progressive IT experience focused on enterprise application support, packaging, deployment, and licensing management.

I specialize in building and maintaining installation packages using IDE and CLI (MSI projects), troubleshooting complex application issues, performing root cause analysis, and implementing preventive measures that reduce recurring incidents.

I have hands-on experience with Google Cloud Platform, ITIL-based incident/problem/change management, SDLC-driven releases, UAT and regression testing, and producing knowledge-base content to improve self-service.

My contributions include sustaining 90%+ customer satisfaction, reducing recurring incidents by 25%, authoring documentation to cut repetitive tickets by 15%, and receiving multiple internal awards for customer satisfaction and engineering excellence.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Specialist

Current

Sapizon Technologies, LLP

Feb 2023 - Present (2 years 8 months)

Provide L2/L3 support for enterprise applications and engineering tools, develop and maintain MSI installation packages, manage licensing, and drive incident resolution processes that sustained 90%+ customer satisfaction.

MSI Packaging InstallShield InstallAnywhere GCP ITIL Troubleshooting SQL Documentation

ETL Tester

Xeonics Technologies

Jun 2021 - Aug 2023 (2 years 2 months)

Executed manual ETL and regression tests, authored test plans and cases, maintained traceability matrices, and tracked defects to improve test coverage and delivery under waterfall methodology.

ETL Test Planning UAT Regression Testing Defect logging SQL Documentation

Tier 2 Application Support Engineer

Wipro InfoTech

Jan 2013 - Nov 2016 (3 years 10 months)

Provided L1/L2 24/7 application and database support, managed SQL Server operations and migrations, implemented ITIL processes, and improved C-Sat from 4.2 to 4.6 while reducing recurring incidents by 25%.