Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Accomplishments
Hobbies
Timeline
Nezar AL-Mahroos

Nezar AL-Mahroos

Technical Support Analyst
Bahrain

Summary

Experienced technical support professional with expertise in payment systems, card management platforms, Back Office products, ISO 8583, and team leadership. Skilled in system analysis, incident escalation, and providing global support in fast-paced FinTec environments.

Overview

6
6
years of professional experience
5
5
Certifications
2
2
Languages

Work History

Technical Support Analyst

ACI Worldwide
06.2024 - Current
  • Provide global technical support for ACI’s Card & Merchant Management (CMM) platform as part of the HELP24 critical response team.
  • Troubleshoot and resolve complex, high-priority incidents related to card issuing, merchant acquiring, clearing, and settlement systems.
  • Manage escalated cases (Priority 1 & 2) by coordinating with internal stakeholders and product engineering teams to ensure timely root-cause resolution and client satisfaction.
  • Serve as the main point of contact during critical outages and incident bridges, maintaining professional communication with enterprise clients under pressure.
  • Monitor system alerts, identify risks, and ensure compliance with SLAs and global support protocols. Assist clients with system configuration, release upgrades, and integration with external payment networks.
  • Maintain security compliance and documentation in accordance with PCI DSS and ACI’s internal standards.

Associate Technical Support Analyst

ACI Worldwide
07.2021 - 06.2024
  • Provided remote assistance to customers in resolving issues, ensuring minimal downtime.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Improved customer satisfaction by providing timely and accurate technical support to endusers.

Project Management

REGAL GULF TRAINING CENTRE
05.2021 - 07.2021
  • Coordinate the allocation of project resources to ensure the team has what it needs at the right time.
  • Enhanced team productivity by implementing efficient workflows and project management methodologies.
  • Increased team productivity by implementing efficient project management techniques.

IT Support Desk Specialist

Bapco
07.2019 - 09.2019


  • Configured hardware, devices, and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
  • Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.

Education

Bachelor of Science - Information Technology

University of Bahrain, Bahrain
04.2001 -
  • Database Systems
  • Information Security
  • System Analytical and Design
  • Computer Networks
  • Flow Chart
  • Data Flow Diagram(DFD)
  • Entity Relationship Diagram (ERD)

Skills

- Financial Technology (FinTech)

Certification

DefensityOne logo ICSI | CNSS Certified Network Security Specialist

Personal Information

Date of Birth: 09/11/1196

Marital Status: Married

Nationality: Bahraini

Accomplishments

  • Bin Majid application, A mobile application available on both iOS and Android platforms, designed to help tourists in Bahrain save money and optimize their time during their stay.
  • Founder of Bahrain Jeepers group, A non-profit team, more like a club for fans of Jeep Wrangler. instagram(bahrain_jeeper)
  • Class201 series camera man, This series was filmed in cooperation with the Ministry of Youth and Sports, and the series got a lot of admiration, available on YouTube.

Hobbies

Photography, Videography, and Video Editing.

Skating, Gym Workouts and Running
Road Trips and Off-Roading

Camping Adventures

IoT Innovations

Timeline

LinkedIn logo Unix Essential Training

10-2024
Technical Support Analyst - ACI Worldwide
06.2024 - Current

LinkedIn logo COBOL Essential Training

05-2023

Microsoft logo Microsoft Certified: Azure Fundamentals

11-2022

Employability Skills from City & Guilds

09-2021
Associate Technical Support Analyst - ACI Worldwide
07.2021 - 06.2024
Project Management - REGAL GULF TRAINING CENTRE
05.2021 - 07.2021

DefensityOne logo ICSI | CNSS Certified Network Security Specialist

05-2020
IT Support Desk Specialist - Bapco
07.2019 - 09.2019
University of Bahrain - Bachelor of Science, Information Technology
04.2001 -

Similar Profiles

CREATE PROFILE
Nezar AL-MahroosTechnical Support Analyst