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