Senior Technical Support
360 Repair Network
Total years of experience :9 years, 10 Months
Summary: As a Technical Support Engineer with expertise in implementing a claims management system, I have been deeply involved in the deployment, configuration, and maintenance of software solutions tailored for efficient claims processing. This experience has equipped me with a comprehensive understanding & involved in managing claims, streamlining workflows, and ensuring regulatory compliance within the insurance. The application name TAMAM is implemented for the 360 REPAIR NETWORK COMPANY which offers innovation to insurance companies, automotive workshops, and customers by fully digitizing the journey through our common platform system. Which have interface for the workshops & Insurance companies with a mobile application for the individual customers.
Responsibilities: -
• Testing the module on development & coordinating daily to reach the timeline.
• Testing mobile applications with all the modules & documenting results.
• Testing all the changes before deploying to production
• Writing user Stories for change requests.
• Gather requirement for new enhancements.
• Breakdown Development into Phases enhances as per the users requirement with new features & changes.
• Train operations and explain the scope of this system & benefits with all the features of the system.
• Monitoring & supervising changes to the business process, system, technology & structures in the organization.
• Document and create change management reports for the records.
• Providing data and business validations to the development team
• Co-ordinating the stakeholders for a continues flow of knowledge transfer.
• Creating process documents for each functionality.
• Creating software requirement specification.
• Creating testing plans & test scenarios.
• Creating user manuals for each different kind of user.
• Assistance to users, troubleshooting problems, and maintaining the integrity of the system.
• the deployment, configuration, and maintenance of software solutions tailored for efficient claims processing.
• collaborated closely with cross-functional teams to assess business requirements, oversee the seamless integration into existing infrastructure.
• Often entailed extensive testing, user training, and post-implementation support.
• Provide ongoing technical support and troubleshooting for users.
• Monitor system performance and address any issues or enhancements as needed.
• Gather feedback from users to identify opportunities for continuous improvement.
• Develop training materials and documentation for end-users, administrators, and support staff.
• Conduct training sessions to familiarize users with the CMS interface, features, and best practices.
• Provide ongoing support and resources to address user questions and concerns.
• Plan and schedule the deployment in phases.
• Coordinate with stakeholders to minimize disruption to business operations during the deployment.
• Monitor system performance and user feedback during the initial deployments.
Responsibilities:
• To create Software Requirement Specification
• Coordinate with the development team for weekly updates.
• Providing the Data and Business validation to the development team
• Co-ordinating with the stakeholders of the project for a continuous flow of knowledge transfer.
• Recommending development team forthe approach, technologies, framework, and security measures.
• Implementing the project.
• Creating accounts for the stakeholders.
• Handling the support.
• Recommending client forthe web-based application development for the online process
• Generating daily report
• Using toad to provide analytical statistics.
• Recommending customer service staffto improve the quality ofservice by categorizing the complaints andprioritizing them.
• Continuously enhancing the current system by implementing the RFC received from the stakeholders.
• Monitoring the service continuous to avoid connectivity or system down issues.
• Enable auto response system for any sort of time out or system down using mobile notification to take quick action.
Key Responsibilities:
• Manage accounts and meet or exceed targets relating to revenue growth, activities, profit margin, mix of productsand services sales, customer retention and customer acquisition.
• Adhere to all quality standards and processes, for the acquisition of customers, opportunities, and submission oftender and contract documents.
• Bid management processing and manage order levels maintaining the CRM database.
• Provide regular feedback to senior management about marketplace and competitor activity.
• Develop effective working relationships with customers through regular meetings and identify and obtain furthersales and business development opportunities.
• Work with Group marketing to develop marketing campaigns to support Sales Strategy. Generate new business and raise awareness of other company products.
• Identify requirements for new products & services to anticipate and potentially lead the market.
• Apply Companywide project management standards in preparing bids and contracts, responding to customer needs, and managing the sales process from opportunity identification to customer sign off.
• Undertake regular project reviews with all involved in these processes to ensure transfer of knowledge.
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Responsibilities:
✓ Generate reports providing support including procedural documentation and relevant reports followingwritten instructions to repair a fault or set up a system. ✓ Monitoring and maintaining computer systems and applications. ✓ Talking staff or clients through a series of actions to help set up systems or resolve issues. ✓ Troubleshooting system and network problems and diagnosing and solving hardware or software faults. ✓ Supporting the roll-out of new applications. ✓ Prioritizing and managing many open cases at one time. ✓ Testing and evaluating new technology. ✓ Taking ownership of technical issues and working with our development group to resolve more
advancedissues when necessary. ✓ Resolving escalated complaints without the need for team lead intervention. ✓ Documenting troubleshooting and problems managing with the documentation for every single movesolution. ✓ Participation in providing training to as require.
Responsibilities:
✓ Diagnose and troubleshoot software and hardware problems and help our customers installapplications and programs.
✓ Resolving issues, configuring operating systems and using remote desktop connections to provideimmediate support.
✓ Find solutions to problems with the products and help customers work through technical difficulties.
✓ Monitoring and maintaining computer systems.
✓ Approach in answering calls and provide information about products and services.
✓ Addressing user tickets regarding hardware, software, and networking
✓ ITIL role responsible for planning, scheduling, and controlling the movement of releases to test.
✓ Management of operation components, such as policies, processes, equipment, human resources, andexternal contacts, for overall effectiveness
✓ Every single release is built, tested, and delivered following a rigorous process that ensures quality andminimizes risk. ITILs Release and Deployment Management phase