Technical Support Team Leader
Eastnets
Total years of experience :10 years, 6 Months
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Leading in the configuration, maintenance, enhancement and support of software packages.
• Providing technical support and troubleshoots problems related to applications.
• Writes and performs tests for applications, fixes problems as they arise.
• Identifying and resolving technical issues.
• Helping in writing technical documentation and uses best scenarios practices.
• Performing software upgrades and keeps track of software licensing.
• Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date.
• Providing technical support to teams within the organization, and to external clients when required.
• Delivering regular and customized training to teams regarding the products.
Coordinate the analysis and reproduction of customers' issues by the Technical Support team, with the involvement of other groups as required.
Define and communicate answers and solutions to the customer.
Maintain good knowledge of EastNets products (software and documentation).
Maintain an overview of all delivered products and services per customer.
Perform testing and validation for release updates and patches.
Define and co-ordinate communication to customers on release updates and patches.
Maintain the operational support environment (documentation, case tracking tool, test environments, …)
Implementation and Support skills for GSM Roaming & VAS solutions in Middle East region.
Technical support and handling customers complains and following up with customers.
Tracing and analyzing logs and CDR's.
Installing, supporting and maintaining new server’s software infrastructure.
Operation and maintenance of all platforms.
Supporting the Applications after installations and Provide the customer the proper training.
Work closely with customers to understand requirements for the project, effective working relationships.
Perform system monthly health check.
B.Sc. in Electrical Engineering /Communication & Electronics, Jordan University of Science & Technology, Irbid, Jordan, GPA 77.1 (V.Good)