Afiq Bilal

Experience

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  Orcapod

  Jun 2017 - Jul 2019

  IT Support Engineer

  • Monitored the development and installation of new networking and computing infrastructures.• Installed, configured, tested and maintained operating systems, application software and system management tools.• Ensured the highest levels of systems proactively and infrastructure availability. Configured DNS, DHCP and User creation on Windows Server OS.• Fielded issues and calls from frontline users regarding hardware and software performance, as well as network connectivity issues.• Configured end user devices such as laptops/desktops, printers, and shared office equipment.• Anticipated potential issues or bottlenecks and identified possible solutions.• Ran recovery of information from backup databases following network downtime.• Proactively ensured the highest levels of systems and infrastructure availability.• Streamlined old networking installations of the company. Show less

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  The Support Box

  Jan 2019 - Jun 2019

  Web Developer
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  Novomind MEA

  Jan 2020 - Mar 2021

  Service Desk Engineer

  • To work within well-defined SLA (Service Level Agreement) and following the defined processes and ways of working with prime focus towards customer satisfaction.• Worked as application support specialist for various governmental organizations such as ADNIC, DOH, Abu Dhabi Media, Dubai Municipality, SAIF Zone.• Applied operating systems updates, patches, and configuration changes. Different kinds installations of operating system like repair, clean, parallel and upgrade installation.• Analyzed reported incidents and provided solutions to our customers, enabling them to resume their work with a minimum disruption and within the agreed service• Installed and configured application software, performing backups, applying operating system updates, and configuration changes.• Acted as Project Manager for projects when required and handled the whole project from inception to deployment.• Deployed and tested customized application softwares for clients onsite and provided support remotely as and when required.• Managed and developed Knowledge Base(KB) for various chatbots for government clients. Show less

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  Diyar United Company

  Mar 2021 - now

  Senior Implementation & Software Test Engineer

  • Collaborated with cross-functional teams to gather business requirements for new implementation projects, resulting in a 20% increase in project efficiency and a 15% decrease in project timelines.• Utilized statistical analysis to identify bottlenecks in current business processes and recommended solutions that led to a 20% reduction in turnaround time.• Identifying and analyzing problems, risks, and benefits associated with existing and proposed solutions, highlighting their impact on the business.• Led initiatives to streamline communication between operations and development teams to identify and address potential risks throughout the product life-cycle in an Agile/Scrum model, resulting in a 15% reduction in project delays.• Implemented integrations requested by customers, leading to a 20% decrease in average resolution time for IT support tickets.• Working with product analysts and data scientists to validate and iterate product increments that demonstrate customer and business value.• Executed comprehensive test plans and scripts for new software releases, identifying and resolving an average of 10 bugs per week to ensure product quality standards were met.• Planning and conducting SIT & UAT’s with business analysts/SMEs and signoff.• Performing root cause analysis in production environment.• Web services and API endpoints testing with Postman, SoapUI.• Managing data sources such as SQL Server to perform backend testing.• Proficiently scripting and version control with GIT workflows.• Utilizing JIRA & Kanban for issue reporting, status, activity planning, tracking and updating project defects and tasks.• Develop and create documentation used to partner with software development teams to troubleshoot issues and evaluate solutions. Show less