AIX remote technical support engineer (PowerVM)
IBM
Total years of experience :15 years, 1 Months
Problem determination and resolution of issues with the virtualization on IBM power systems (PowerVM).
-Responsible for overall reporting and delivery (Client and internal reports).
-Prepare timelines for deliverables.
-Monitor and enhance the performance of the OMD members in the areas of productivity, employee satisfaction and technical ability.
-Create Action Plans and Performance Improvement Plans for employees needing to improve their performance.
-Provide a variety of reports to Operations, Administration, and HR department.
-Deliver basic to advanced Excel trainings to Cairo and Cluj teams.
-Develop automated reports using VBA (Visual basic for application), Report builder, Cube or Power BI
-Gather, prepare, and analyze raw data to create/develop reports based on the clients’ requirements.
-Prepare and publish reports on a daily, weekly and monthly basis.
-Self-development and creativity in MS Excel to develop and deliver efficient, accurate and automated reports to the client to meet the agreed SLAs.
-Preparing descriptive process documents to illustrate the process to team members.
-Process improvement by analyzing new/current processes and apply different techniques to enhance them.
Duty included:
1) E-mail support (Technical support):
- Provide technical troubleshooting to customers through e-mails.
- Troubleshoot Operating System, network, software and hardware related issues.
2) Back office agent (Level 2 technical support):
-Providing advanced technical troubleshooting to Level 1 agents via ticketing system. Troubleshooting includes software failures, hardware and networking issues.
-Reproduce agents’ technical problems onsite and use analytical and problem solving skills to resolve them.
-Collate similar cases in order to track any know issues.
-Create knowledge base from these cases to periodically send updates to Level 1 and level 3 about the observed issues and how to resolve them.
-Create reports to help the operations team to observe the pattern of escalations to the technical queue.
Duties included:
-Technically support customers with DSL internet connection issues.
-Troubleshoot LAN and WLAN issues.
Duties included:
-Troubleshoot Windows XP, Vista and 7 issues.
-Troubleshoot network related issues (LAN, WLAN).
-Troubleshoot failures in Copiers, Printers and Scanners.
-Administer and configure the attendance system for Leavers and new hires and generating attendance report to be used by the HR department.
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