Kazim Ali

Experience

• 

  Exela Technologies

  Dec 2018 - Nov 2022

  • Subject Matter Expert

    Feb 2020 - Nov 2022

  • Help Desk Executive

    Dec 2018 - Feb 2020
• 

  CellPoint Digital

  Nov 2022 - now

  Application Support Engineer

  • Assisting merchants encountering payment problems by examining thepayment status changes using endpoint logs within the backend systemand database analysis.• The support entails analysing endpoint logs from diverse distributed applications both internally and from external payment service providers.This process is further detailed by comparing the individual business and routing rules of each merchant, along with examining additional logs fromValue-Added Service (VAS) providers such as 3DS authentication, foreign exchange, fraud prevention, and tokenization.• Assisting merchants by closely monitoring and implementing correctivemeasures to capture payments during the batch settlement process.• • Generating, preparing, and distributing transaction reconciliationreports to merchants for transactions processed through the batch settlement process.• • Aiding the product organization in validating changes in lowerenvironments using tools like Postman, third-party simulators, andmerchants' development booking engine.• • Applying ITIL framework in support operations to ensure the executionof Standard Operating Procedures (SOPs) for seamless customerexperiences and issue resolution.• • Demonstrating hands-on experience in managing client tickets accordingto Incident priority, triggering major incident processes based on impactand urgency, and producing detailed Incident Reports for P1 issues.• • Collaborating cross-functionally with engineering, product, and releaseteams through the Scrum process to prioritize Incident, Problem, andChange tickets.• • Extracting, validating, preparing, and maintaining extensive paymenttransaction reports in Power BI for company-wide operational use andinformational purposes Show less