ABDUL WAHEED MUHAMMAD HUSSAIN
Application & ERP Support Specialist
Odoo Support | Helpdesk Lead | PHP/Laravel Background
Al Aziziyah, Riyadh, KSA | +966 58 344 8578 | [email protected] |
Nationality: Pakistani | Languages: English, Arabic, Urdu
PROFILE
Application & ERP Support Specialist with 5 years of experience resolving software, ERP, and integration issues for internal teams and external clients. Independently resolves 50%+ of weekly helpdesk tickets (150+ tickets/month across 6+ departments). Serves as the primary point of contact for Odoo ERP support across 50+ internal users, leading incident response, real-time monitoring, and root-cause analysis. SCE certified (Saudi Council of Engineers) with a backend development foundation in PHP/Laravel and RESTful APIs, enabling faster, code-level root-cause diagnosis.
KEY METRICS
* 50%+ Weekly tickets resolved independently
* 150+ Tickets handled per month
* 6+ Departments supported
* 50+ Internal Odoo users served
CORE COMPETENCIES
| Support & Operations | Technical & Integration |
|---|---|
| Odoo ERP Support | PHP / Laravel Backend |
| Helpdesk & SLA Management | RESTful API Integration |
| Incident & Root-Cause Analysis (RCA) | MySQL & SQL Reporting |
| Ticketing / ITSM Workflows | Real-Time System Monitoring (Datadog) |
| Client & End-User Troubleshooting | Git / Version Control |
| Cross-Team Escalation Handling | SOP & Technical Documentation |
| Data Reporting & Reconciliation | Team Leadership |
PROFESSIONAL EXPERIENCE
IT HelpDesk Lead / Application Support Specialist
— Riyadh, KSA | Jul 2023 – Present
* Independently resolve 50%+ of weekly helpdesk tickets (150+ tickets/month across 6+ departments), significantly reducing backlog and improving turnaround times.
* Serve as primary Odoo ERP point of contact, troubleshooting cross-departmental technical issues and workflow breakdowns for 50+ internal users.
* Perform real-time system monitoring, incident response, and root-cause analysis (RCA) for recurring transaction and integration issues, documenting findings to prevent repeat incidents.
* Lead client-facing meetings and collaborate with engineering to resolve complex issues escalated from support tickets.
* Coordinate support-related projects, maintain SOPs/documentation, and compile weekly team reports as HelpDesk Lead.
* Support core PHP/Laravel systems and backend integrations, utilizing code-level context for faster diagnosis.
Backend Developer (PHP Laravel) — Application Support
Hyper Tech — Makkah, KSA | Jul 2022 – Jun 2023
* Provided post-deployment technical support and bug triage for live production systems, coordinating fixes with the development team to minimize downtime.
* Maintained backend infrastructure and RESTful APIs for mobile and web applications, resolving stability and performance issues.
* Acted as liaison between end users and the engineering team, translating support tickets into actionable technical requirements for developers.
* Led end-to-end development, deployment, and testing of web applications on scalable SaaS architecture (PHP Laravel, Bootstrap, AJAX, jQuery).
LAMP Stack Developer (PHP Laravel)
Horizon Technologies — Karachi, Pakistan | Aug 2020 – Apr 2022
* Progressed from Intern to Developer, building a strong foundation in full-cycle PHP/Laravel backend development and client-facing support.
* Led end-to-end development and ongoing support for 10+ SaaS applications deployed across 20+ organizations (including School Management, Inventory, and Accounting platforms).
* Provided direct post-launch support to client organizations, fielding issue reports and resolving them alongside the development team.
* Managed full application lifecycles—routine maintenance, feature updates, legacy upgrades—while guiding junior developers.
EDUCATION & CERTIFICATIONS
* Bachelor of Science in Computer Science (BSCS) (2019)
Pakistan Air Force – Karachi Institute of Economics and Technology, Karachi, Pakistan
* Saudi Council of Engineers (SCE) — Certified Specialist, Computer Science
* ITIL Foundation — In Progress
WHY THIS BACKGROUND ADDS VALUE
Five years of hands-on PHP/Laravel and RESTful API development allows issues to be diagnosed at the code and database level rather than just the ticket level. This results in faster root-cause identification, cleaner escalations to engineering, and fewer repeat incidents. Combined with day-to-day Odoo ERP ownership and structured reconciliation reporting, this profile effectively bridges the gap between end users, support operations, and dev teams.