Senior Systems Engineer
CGI
Total years of experience :9 years, 1 Months
Managing and monitoring all installed systems and infrastructure. Installing, configuring, testing and maintaining operating systems, application software and system management tools.
Plan and implement projects.
Help define project scope, goals and deliverables.
Define tasks and required resources.
Monitoring overall progress and use of resources.
Handled projects from North America/ UK & APAC region.
Monitoring the overall functions of the processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction.
Supervised and worked on offshore assignments and managed a team of 16 members for past 2 years ensuring day to day volumes meet SLA and TAT.
Investigating and solving customers problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
Handling customer complaints or any major incidents, such as a security issue.
Worked in Payment collections Department
Process receipts and payments
Update the rating with the Credit Card Bureau of Australia
Supported Australia - New Zealand sector
Sell products and services.
Utilize computer technology to handle high call volumes.
Close out or open call records.
Compile reports on overall customer satisfaction.
Handle changes in policies or renewals.