Technical Engineer
DreamScape Networks FZ-LLC
Total des années d'expérience :21 years, 7 Mois
• Provide technical support for customers of a web hosting (crazydomain, cheapdomain and ausdomains) company via email and phone.
• Assist fellow engineers in providing solutions to the customers of a web hosting company.
• Troubleshoot scripting and servers issues.
• Monitors the quality of service that we provide to the customer
•Ensure maximum availability of IT infrastructure throughout SPi Dumaguete facility.
•Responsible for the provision of IT infrastructure services including software, computers, production printers, servers.
•Oversee and manage a team of IT specialist/engineers and systems administrator to enable the timely and effective delivery of IT services.
• Supervise the implementation of IT projects in SPi Dumaguete.
• Ensure compliance to service level agreements (SLA’s) defined with clients.
• Evaluate and recommend technological solutions to address business requirements
• Builds and maintains vendor relationships and manages the hardware and software assets of the company
Accomplishments
- Developed a web based hardware and software inventory system for SPI Dumaguete using open-source technologies
- Supported the successful expansion of several projects in Dumaguete facility
- Seamless consolidation and virtualization of production and corporate servers
- Member of the project team and acts as technical lead in the successful migration of SPi-Bacong to SPi-Bagacay facility. In-charge in the implementation of IT Infrastructure (LAN, WAN, Servers, Virtualization, Desktop) in SPi-Bagacay facility.
• Handle all external and internal Quality Management Systems for the entire Customer Support Department of 1and1 Philippines by supporting the QA officers’ needs and requirements to fulfill their roles.
• Ensure that all set standards are met by each QA Officer in fulfilling their duties and responsibilities.
• Sets action plans and execute internal practices which involve aspects related to but not limited to technical issues, procedures, tools and general operational practices.
• Responsible for setting daily, weekly and monthly tasks of the QA officers to ensure that quality, training and information system initiatives are directed towards ensuring a higher quality of support to 1&1 customers.
• Develop and maintain training modules and audit schedules for quality improvement and quality assurance purposes.
• Communicates with Quality Assurance officers from different branches of 1and1 Internet, Quality Assurance officers from US and UK.
• Interacts and recommends system changes to the system developers and administrators in Germany.
• Provides training and continues skills improvement initiatives.
Accomplishments
- Lead the team that develops soft skills and technical training modules for new hires
- Established a system and procedure for call and email monitoring
- Setup a call recording systems for quality assurance purposes
• Provide second level technical support for customers of a web hosting (1and1.com and 1and1.co.uk) company via email and phone.
• Assist fellow engineers in providing solutions to the customers of a web hosting company.
• Provides training for first and second level technical support engineers.
• Troubleshoot scripting and servers issues.
• Monitors the quality of service that we provide to the customer
• Provide technical support for customers of an internet service provider via phone.
• Troubleshoot dial-up and dsl technical issues.
• Assist fellow engineers in providing solutions to the customers of internet service provider.
• Document incident reports and escalate to higher level support for resolution.
• Provides educational instruction in assigned subject or topic areas to include programming, database design, web site development and other topics as assigned.
• Conducts assessment and testing of assigned students.
• Develops and submits learning documentation and progress forms (lesson plans, testing results and other learning documentation) of assigned students in accordance with directed timeline requirements.
• Maintains the computers, printers and other computer peripherals.
• Troubleshoot hardware, software and network problems.
• Manage the internal email system, database and internet connection.
• Responsible for IT hardware, software procurement.
• Facilitate computer trainings conducted by BIARSP.