Support Engineer
SOFTECH
Total years of experience :16 years, 2 Months
Support Engineer (Research and Development Department)
- Deployment of software product at client site
- Bug report after deployment
- Troubleshooting issues at client site
- Conduct training for client
- Collect new requirements and customization at client site
- Assist technical writer in preparing technical documentation
- Assist account managers in conducting live demos for potential client
- Handle direct contact with clients after sale
- Handle customer support appointments and tasks
- Schedule for training with customers and determine the material needed for client training in- coordination with management
- Follow up with clients after training to ensure optimal training results
- Receive customer complaints calls and check if they can be resolved via phone
- Visit clients to solve problems and complaints if the problem couldn’t be resolved over the phone
- Contact development in case of needed support
- Write reports concerning problems and their solutions (in case they got solved), or report them to development in case there was a bug in the software
- Computer assembly
- Operating system installation and configuration
- Software installation including IDS and system applications
- Hardware and software troubleshooting
- Antivirus installation, providing Internet connections services and downloads, and follow up
- Visit sites
- Guide and direct technical staff in the customer’s institute
- Test network connectivity
- Install networking hardware and configure related software
- Test network performance
- Insure optimal performance of software at client site
- Warn client about any potential dangers, crashes, or malfunctions related to software and/or hardware
Working on Developing and doing maintenance for an ERP business solution.
Programmer (Developer Department)
-Designing and implementing the payroll module of BEE 2 ERP
-Designing the data base of the same ERP
-Training of the customer support team of the payroll module (2 people)
-Presenting demos in-house to the top management
-On-going testing and maintenance of the system
-Financial reports development (early stage)
Bachelor of Science in Information Systems Beirut Arab University (BAU), Beirut. with a GOOD degree.