IT Support Team Leader
Vinnell Arabia
Total years of experience :11 years, 0 Months
PROFESSIONAL EXPERIENCE
Tier III Technical Support Engineer, Sigma Technologies
June 2018 to present
Coordinating resolution of issues by tier I and tier II technical support specialists
Handling and resolving difficult technical issues escalated by tier II technical support specialists, with a track record of resolving 100% of support tickets escalated by tier II technical support specialists.
Onboarding and training of 10+ new staff in lower technical support levels.
Providing tier II technical support staff with training on diagnosing and resolving recurrent difficult technical issues to avoid future escalation.
PROFESSIONAL EXPERIENCE
Tier III Technical Support Engineer,
Aug 2016 to present
Coordinating resolution of issues by tier I and tier II technical support specialists
Handling and resolving difficult technical issues escalated by tier II technical support specialists, with a track record of resolving 100% of support tickets escalated by tier II technical support specialists.
Onboarding and training of 10+ new staff in lower technical support levels.
Providing tier II technical support staff with training on diagnosing and resolving recurrent difficult technical issues to avoid future escalation.
First class with Honors