Technical Support
Sharjah Electricity & Water Authority
Total years of experience :13 years, 6 Months
• Providing functional support to the business users of Oracle customer care & billing System (CC&B).
• Configuration of Service Types, Rates, Cases in CC&B as per the change request from business.
• Testing and validating the CC&B application prior to deployment in production.
• CC&B Finance, Customer Care and Customer Contact related report development using BI Publisher.
• Scheduling of Oracle CC&B reports to deliver to business users and Customers.
• Laserfiche Administration on User Management and groups.
• Configuring Volumes and creating repositories in Laserfiche.
• Providing on call support to Laserfiche users.
• Managing Active Directory of Comcast employees.
• Create tickets to log the details about the task handled.
• Assigning tickets to the concerned team when needed.
• Assisting users with billing applications like Comtrac, CSG and Amdocs.
• Administrating Active Directory of Symantec Employees.
• Generation and renewals of RSA and Verisign ID Tokens for VPN access.
• Troubleshooting on Cisco VPN Client issues.
• Managing user IDs on iPhone and Blackberry servers upon user request.
• Troubleshooting on advanced Outlook issues.
• Worked on ITIL based ticketing application to close and assign tickets.
• Specialized on incident management and problem management.
• Solving IT issues in stipulated time.
• Provide technical support; answering support queries via phone.
• Troubleshooting on network issues.
• Assistance on Microsoft Windows Client Operating System installation.
• Remote assistance provided for the clients.
• Selling of Technical Service to the clients.
I've done certification in MCTS on Vista Configuration.