Subhan Mammadov

Senior Technical Support Engineer

As a Senior Technical Support Engineer at FINOM, I provide high-level technical support and troubleshooting for complex financial technology systems.

Technical Support & Issue Resolution:

• Resolve an average of 100–150 technical issues per month in Jira, consistently maintaining over 95% adherence to SLA targets for both response and resolution times
• Proactively submit Bug and Idea tickets to Development and Product teams, facilitating continuous product improvement
• Methodically troubleshoot issues by analyzing processes step-by-step, identifying root causes, and expediting resolutions
• Collaborate with Development, QA, and other internal teams to ensure cross-functional alignment and rapid issue resolution

Technical Expertise & Tools:

• Provide technical guidance and support to colleagues across multiple countries, enhancing global operational effectiveness
• Craft complex PostgreSQL queries for troubleshooting and data correction, ensuring data integrity and system stability
• Execute C# scripts to resolve backend technical failures and streamline processes
• Utilize Postman to conduct and monitor API requests, improving debugging efficiency
• Develop Bash and Python scripts to automate tasks and improve productivity
• Employ Visual Studio Code (VS Code) for editing JSON, CSV, and other file formats

Documentation & Knowledge Management:

• Create and maintain comprehensive documentation and knowledge bases, supporting both internal teams and external stakeholders in understanding and resolving technical issues

Regional IT Support Manager

As the Manager of the local IT team overseeing six IT Support Analysts across 15 locations—including Amsterdam, Stockholm, Malmo, Copenhagen, Oslo, Hamburg, Berlin, Munich, Dusseldorf, Warsaw, Istanbul, Tel Aviv, Moscow, Astana, and Almaty—I was entrusted with multifaceted responsibilities to ensure seamless IT service operations.

Team Management:

• Hired, trained, and mentored a geographically dispersed team (up to nine members at peak)
• Utilized delegation and empowerment tactics to motivate and bring out the best in each team member
• Encouraged skill specialization and contributed individually where needed, resulting in internal promotions and role expansions

Operational Efficiency:

• Consistently exceeded SLA targets: Achieved 95% SLA meet rate vs. the 90% target
• Maintained high customer satisfaction levels: CSAT measured at over 99%, surpassing the 98% goal
• Conducted IT training sessions with an NPS of 4.8 out of 5, above the 4.5 target
• Oversaw vendor relationships and identified potential outsourcing opportunities to optimize operational workflows

Innovation and Scalability:

• Served additionally as an IT Business Analyst to deploy cutting-edge tools and solutions, streamlining IT and cross-departmental processes
• Spearheaded standardization of manual processes and championed automation to boost efficiency and reduce error

Documentation and Reporting:

• Created comprehensive documentation, SOPs, and user guides to ensure clarity and consistency across the organization
• Developed weekly and monthly performance reports to track KPIs and illustrate team successes

Regional IT Support Manager

Managed IT support operations across 15 locations in Europe, Middle East, and Asia, leading a team of IT Support Analysts to deliver exceptional service across the region.

Team Management:

• Hired, trained, and mentored a geographically dispersed team (up to nine members at peak)
• Utilized delegation and empowerment tactics to motivate and bring out the best in each team member
• Encouraged skill specialization and contributed individually where needed, resulting in internal promotions and role expansions

Operational Efficiency:

• Consistently exceeded SLA targets: Achieved 95% SLA meet rate vs. the 90% target
• Maintained high customer satisfaction levels: CSAT measured at over 99%, surpassing the 98% goal
• Conducted IT training sessions with an NPS of 4.8 out of 5, above the 4.5 target
• Oversaw vendor relationships and identified potential outsourcing opportunities to optimize operational workflows

Innovation and Documentation:

• Served additionally as an IT Business Analyst to deploy cutting-edge tools and solutions
• Created comprehensive documentation, SOPs, and user guides to ensure clarity and consistency
• Developed weekly and monthly performance reports to track KPIs and illustrate team successes

IT Business Analyst/Partner

As an IT Business Analyst/Partner, I was responsible for implementing and integrating various API systems and improving IT infrastructure across the organization.

Projects Participation:

• Developed Jira and Lark (internal comms tool) API integration for ticket operations, alerts and reporting
• Implemented Zoom and Jira API Integration for alert-based ticket triggering
• Developed and deployed "OneClickSwitch" solution, allowing meeting room equipment to be used by multiple platforms like Zoom, Teams, and Lark
• Integrated Workday and Jira API for onboarding/offboarding automation (device selection, account creation and configuration)
• Integrated proprietary SSO system with Zoom, Lark, Google, and other internal platforms
• Integrated Netbox with network for monitoring and preventive troubleshooting
• Deployed central encryption key management platform "Crypt"
• Designed and deployed central configuration management software "Puppet" with 10,000+ clients
• Deployed central update/patch/software management platform "Munki"

Daily Responsibilities:

• Provided onsite/remote L1 and L2 technical support through various channels
• Installed and configured IDF/MDF room equipment (servers, routers, switches, firewalls)
• Supported onsite and live broadcasted events, including audio/visual equipment
• Created technical documentation, FAQs, best practices, and participated in policy creation
• Managed hardware/software assets across local and remote sites
• Handled hardware/software procurement
• Trained new hires and IT team members

IT Specialist

• Installed, configured, and upgraded rack mount servers and tower servers
• Supported AD, Exchange, Exchange Edge, Kerio, 1C, Veeam, Lync, Lync Edge, 3CX, and Access Control servers
• Installed, configured, and troubleshot international corporate networks, site2site VPN, routers, switches, and access points
• Installed, configured, and supported Linux-based IoT devices in oil-field equipment for fracturing
• Managed hardware/software selection and procurement
• Supported two remote offices in north Russia
• Supported cryptographic access to Russian government services

System Administrator

• Installed, configured, and upgraded rack mount servers, tower servers, and network hardware
• Installed, configured, and maintained core enterprise services such as Active Directory, MS Exchange, Kerio, and MS SQL servers
• Maintained server backup processes with Veeam
• Monitored corporate network, servers, databases, and their replication processes
• Integrated heavy-duty digital scales with operational software

Early Career IT Positions

Started my IT career in various technical roles, progressing from technical support to team leadership:

• Tech Support Team Leader at IIKO Azerbaijan (2014-2016): Led a team of 5 people, established customer relationships, negotiated SLAs, and analyzed ticket metrics
• IT Specialist at Gilan Agriculture Group (2017): Provided network troubleshooting, hardware/software asset management, and supported digital heavy-duty scale systems
• IT Specialist at Airtrips LLC (2016-2017): Managed local network infrastructure, provided VOIP services, and maintained building security camera systems
• Software Enrollment and Support Specialist at IIKO Azerbaijan (2013-2014): Deployed ERP/PoS systems, installed IT infrastructure, and provided 24/7 on-call support