Muhammad Nabil, TMIET MBCS
Summary
Application Support Specialist with nearly 3 years’ experience delivering technical and functional support for enterprise SaaS platforms. Skilled in troubleshooting, SQL (working knowledge), browser debugging, and customer support. Recognised by colleagues as the go-to problem-solver and “unsung hero,” known for dependability and mentoring peers. Experienced in root cause analysis, UAT validation, and structured problem-solving to improve service quality. Actively developing skills in ITIL and Python, and a proud TMIET and MBCS member.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work history
Application Support Specialist
Food Alert (Part of Citation Group)
09.2022 - 09.2025
- Responded promptly to ticket requests, delivering clear and helpful support to ensure high levels of customer satisfaction.
- Performed root cause analysis on recurring issues and implemented preventative measures to minimise reoccurrence.
- Investigated complex platform faults using structured problem-solving methods (e.g. input–process–output modelling), reducing diagnostic time and reliance on backend teams.
- Isolated root causes through browser-based debugging (API calls, DevTools), delivering faster resolutions without database access.
- Co-designed utility tools with offshore developers that enabled L1/L2 teams to manage checklists, logins, and allergen templates independently – cutting L3 escalations by 35%.
- Conducted UAT testing of new features, validating logic and usability before release, reducing client-facing issues by 20%.
- Maintained a knowledge base (50+ guides) covering system behaviours and investigations, cutting repeat escalations by 30%.
- Mentored junior support staff and delivered training sessions on new software features, raising overall team capability and adoption.
- Provided actionable feedback during sprint reviews, influencing product improvements based on client impact.
Mobile technician
Genius Mobile Zone
11.2019 - 03.2020
- Diagnosed and repaired mobile devices (hardware & software) using industry-standard tools and techniques.
- Provided technical support and advice to customers, resolving issues and queries efficiently.
- Delivered accurate repair estimates and managed end-to-end service, ensuring high levels of customer satisfaction.
Education
CertHE - Electronic Engineering
Birmingham City University
09.2022 - 07.2023
BTEC Level 3 Extended Diploma - Electrical & Electronic Engineering
Stanmore College
09.2014 - 06.2016
Skills
- Troubleshooting & incident resolution
- SQL – working knowledge (read/interpret queries), building proficiency
- Customer support & communication (phone/Teams/email)
- Root cause analysis & system flow investigation
- Browser DevTools & API response checks
- UAT testing & validation of fixes
- Knowledge base creation & shared learning
- Technical documentation & process improvement
- Cross-functional teamwork with developers & product owners
- Engineering logic & structured problem-solving methods
- ITIL 4 awareness (in progress)
- Python (intermediate) & OOP fundamentals
References
References available upon request.
Recognition & Achievements
- Nominated for the IET Engineering & Technology Technician Award (2025), recognising engineering-led problem solving and measurable team impact.
- Designed TRG’s scoring model improvements by applying risk-based calculations, improving reporting accuracy.
- Contributed to a self-service utility tool for L1/L2 teams, cutting L3 escalations by 35%.
- Created a structured knowledge base (50+ guides), reducing new-starter ramp-up by 40% and repeat issues by 30%.
- Recognised by colleagues as the “go-to” person and unsung hero, trusted to resolve complex issues and mentor peers.
Testimonials (LinkedIn Verified)
- “Professional and diligent… offers solutions to both colleagues and clients; always makes it happen.” – Rachael Cullen, Director, Food Alert
- “A fantastic colleague to work with… collaborative and enthusiastic, builds strong relationships and empowers others to meet targets.” – Alasdair Dean, Team Leader, Food Alert
- “Exceptional asset to any team. Calm under pressure, detail-oriented, and an excellent mentor. Highly recommend him as a reliable and skilled team member.” – Ilyas Khan, Co-Founder, Cloud Surge
- “Very hard-working person with the ability to find a solution at any given problem. Strong computing and project skills… a valuable asset with potential to achieve great things.” – Aristofanis Skoulikaritis, Jaguar Land Rover
- “A pleasure to work with. Friendly, dedicated, a quick learner and a team player who goes the extra mile. Quickly became an essential member of the team.” – Caren-Louise Hanekom, Product Owner
Timeline
CertHE - Electronic Engineering
Birmingham City University
09.2022 - 07.2023
Application Support Specialist
Food Alert (Part of Citation Group)
09.2022 - 09.2025
Mobile technician
Genius Mobile Zone
11.2019 - 03.2020
BTEC Level 3 Extended Diploma - Electrical & Electronic Engineering
Stanmore College
09.2014 - 06.2016
Similar Profiles
Emily CorbittEmily Corbitt
Account Executive at Alert Logic (Part Of Fortra)Account Executive at Alert Logic (Part Of Fortra)
Andy JacksonAndy Jackson
CFO at Citation GroupCFO at Citation Group
Mahima AnandMahima Anand
Cabin Crew at Hawker 750, B200, Cessna Citation Jet, Citation XLSCabin Crew at Hawker 750, B200, Cessna Citation Jet, Citation XLS
SUMAN OJHASUMAN OJHA
Application Support Specialist at Quidel OrthoApplication Support Specialist at Quidel Ortho
Naveen Kumar KaranamNaveen Kumar Karanam
Application Support Specialist at HCL TechnologiesApplication Support Specialist at HCL Technologies