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
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)
- System Analysis & Troubleshooting
Exposure to Artificial Intelligence, AI prompting& Application
Exposure to COBOL programming, Mainframe systems, and SQL Plus & Database Querying
- Strong Understanding of Agile Methodologies
Exposure to IBM Synergy, IBM Change, GIT, Salesforce, JIRA and Confluence
- Knowledge of PCI DSS Compliance Standards
- Team Leadership & Collaboration
Strong Time Management & Prioritization Skills
Remote Technical Support & Issue Resolution
- Quick Learner with Strong Analytical Abilities
- Effective De-escalation Technique
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 -