Quality Assurance Analyst
Saudi Basic Industries Corporation - Sabic
مجموع سنوات الخبرة :16 years, 7 أشهر
Evaluating Random In-bound Calls, supported Incidents/Change Requests and outbound Email replies from
each region attended by each representative to check for quality according to Company’s standard
procedures and international best practices
Perform weekly QA training/coaching as needed for all IT Global Service Center representatives and ensure
all representative have at least 1 coaching session per month
Sending QA notification email in standard template to all representatives with attached evidence such call
recording, Incident/Change Request snapshots & Non-complaint Emails, also updating the record in
database on daily basis
Develop and deliver structured training material needed for elevating Global Service Center operations
representative’s knowledge and awareness
Recommend/Suggest improvements before end of each month to ensure continuous QA violations detection
and repetition avoidance
Suggest process and quality enhancements which may include and are not limited to: Procedure/Processes
revision or creation, Existing\newly dashboards and reports, Adopt QA continuous changes in accordance
with ITIL and ISO standards as applicable and 2nd line support QA check-list, QA road-map, trend analysis
Review/Analyze business requirements and functional specifications for completeness of QA requirements
and to define test requirements
Participate in Root Cause Analysis / problem management processes
Providing daily reports to address issues which require urgent action
Preparing Monthly Performance report through calculation of penalty applied for repeated errors
Jubail, Saudi Arabia | Mobile: +966545374700 | Email : ahmed-mir@live.com
Classification: Internal Use
Presenting Monthly reports & Dashboards for instance, QA compliance skills report, Repetitive QA report,
etc.
Regularly evaluating “Need Improvement” areas in call communication & ticket logging
Defined & Performed QA of Second line support (End-User Support) as per the Company & international
standards
Preparing monthly audit plan for IT Global Service Center and segregating it equally among QA team
members
Identify any potential quality issues per defined process and escalate potential quality issues immediately to
management
Other duties as assigned
Effectively, professionally, and respectfully represents other Information Technology staff members, teams,
and their services to the client community
Provide support for all Information Technology products and services. Support may include answering
questions, troubleshooting problems, teaching or instructing customers regarding software or hardware
functionality, and communicating policy. Additionally, it involves troubleshooting printer issues and resolving
difficulties with Remote Assistance
Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth
troubleshooting to resolve technical issues. Consults with full-time staff when necessary
Records required customer and problem information in the HPSM (HP Service Management) Ticketing
System. Updates tickets with appropriate notes of activities, and closes tickets with resolution entered upon
completion of the job
Resolves Level 1 work orders. Escalates complex and/or high priority problems to the appropriate support
groups for resolution
Verifies that suggested solutions effectively resolve the user’s problems through verbal or web ticket created
by user
Works on Helpdesk related projects as assigned and also performed all the responsibilities of a help desk
team lead as well as maintaining the quality assurance of the process
Generating daily, weekly & monthly reports on the service desk process
Generating weekly & monthly operational & management reports
Maintenance of HP Proliant DL380 Server with DNS, DHCP, Domain Controller, SQL DB server & ICG
Configuration running Windows Server 2003
Installation & Maintenance of Dell Power Edge T110 & R210 Servers with Windows server 2008 R2 & SQL
server 2008
Creating & Configuring email accounts in the pop3 server & outlook 2007
Troubleshooting outlook related issues.
Installation & Maintenance of Retail Software ICG
Technical support for ICG Manager at the back office as well as ICG Front Retail at the Stores
Importing items, creating PO’s, receiving PO’s in the system
Classification: Internal Use
Defining user privileges for retail application users in the system
Installation & Configuration of Clients systems in a Domain including third party tools
Ensuring Server and Applications are Up & Running at all times
Installation & Maintenance of Posiflex Point of sales Systems at the stores
Maintaining Juniper SSG 140, 5GT Firewall & Routers
Installation & maintenance of Network printers, Scanners & copiers
Troubleshooting of all printer issues & network related issues including LAN, Wireless & Internet
Installation & Maintenance of Finger print system (Nitigen)
Remote Desktop support for all systems in the organization
Configuration of terminal services for Remote desktop clients
Managing and proving system administration support Windows Server 2003 & Solaris 10 Systems
Performing UNIX & Windows systems installation, migration, troubleshooting, deployment and
implementation
Creating and configuring user profiles and groups
Patch, Package, User & Group management in Windows & Solaris environments
Configuring Email accounts and troubleshooting all outlook related issues
Performing Backups and scheduling jobs to run in back ground
Implementing RAIDS 0, 1 & 5 depending upon the requirements
Performed network based installations of operating systems on the clients
Troubleshooting & Maintenance of Network printers
Scheduling Security risk scan for the whole network
Performing file system backups for mounted file systems using UFS Snapshot, Scheduling cron jobs and
implementing quotas
courses: Classification: Internal Use Lean Six Sigma Green Belt Certified Quality Assurance Analyst & Auditor accredited by TRACCERT – CANADA & ASCB (EUROPE) Limited – U.K. Microsoft Certified Professional - certified by Microsoft.
courses: Classification: Internal Use Lean Six Sigma Green Belt Certified Quality Assurance Analyst & Auditor accredited by TRACCERT – CANADA & ASCB (EUROPE) Limited – U.K. Microsoft Certified Professional - certified by Microsoft.