customer support team supervisor
micromerchant
Total years of experience :14 years, 7 Months
WFM Technologies Private Limited - Sr. Team leadOct 2009 - till date Client Micromerchant System Inc (New York) USA.
• Providing Level 3 technical support for Micromerchant Systems Inc pharmacy based software's, assisting its clients on insurance based inquiries, troubleshooting Windows and Network based problems such as local printer, Shared printer, Ip printer, WiFi printer and network drive's mapping, file sharing, and firewall configuration.
• Installing and preparing application and Database servers with SQL Express and Standard editions on different flavors of windows O/S.
• Proficient in handling customers’ software and hardware issues such as printing, scanners problems over the phone ensuring that the issues are resolved with customer satisfactions, for all escalated tickets from the team members.
• Sound knowledge on troubleshooting various brands of Thermal, laser and network printers (Zebra, POS-X, HP, Brother, Xerox, Kyocera and Lexmark).
• Configuration application's through Firewall's and Antivirus.
• Configuration of DHCP and STATIC ip in WAN, LAN and WiFi network.
• Creating User and group in Active Directory with permissions.
• Hands on experience on all remote management tools such as Logmein, showmypc, Remote Desktop and Team viewer.
• Hands on experience on Modem SonicWall and Juniper firewalls with features like enabling port forwarding and configuration of VPN.
• Configuration of Site to Site VPN, Global VPN client and NetExtender on SonicWall.
• Configuration of Fail-over WAN interfaces on Sonic Wall.
• Configuration of Network credentials manager.
• Installation and configuration of DVR System.
• Gained extensive knowledge on integration with our PoS system with HHP, Verifone and Ingenico signature pads with different CC processors of USA (PCCharge, HPS, WorldPay and OpenEdge)
• Worked closely with third party vendors