Omar Barekzai

Senior Software Support Analyst @Veson Nautical

London, GB

Providing technical support for the Veson commercial maritime shipping software (IMOS, Veslink, Q88 and VMS)Collaborating internationally with developers and Product owners to resolve client issues and bugs.Communicating regularly with clients (SaaS and on-premises) at all levels of their organisation via weekly calls, emails and hyper care for newly migrated clientsDiagnosing, investigating and resolving customer issues ranging from upgrades (Microsoft SQL Server) to software integration utilising API, GraphQL, XML, JSON, CSV, and YAML.Troubleshooting and resolving, with multiple teams, Stylesheet customisation requests and issues (XSLT).Diagnosing, investigating and resolving client issues in Operations, Chartering, Financials, Veslink Voyage Reporting, Messaging Services, Bunker Management, Agent Portal and Security management.Acting Swarm Lead (case queue triaging), assigning cases to team members and ensuring all high-priority issues are resolved following system targets.Document solutions and customer information and create knowledge content.Training and mentoring new team members until the completion of 8 week training period.Become a subject matter expert on the commercial maritime industry and Veson software productsTotal ownership of support queries for customers from creation to resolution.Navigate and execute within our Atlassian toolsets JIRA Service Desk, JIRA Software, and SlackManage escalation of all priority issues within the business working closely with Product, Development and Infrastructure resourcesEstablish and maintain relationships with key end users and business partners

NewVic sixth form college

BTEC National Diploma, Electrical/Electronic Engineering

Just IT

Comptia A+, Microsoft Windows 7 (680), Server 2008 (640), Information Technology

London South Bank University

2:2, Building Services Engineering